Listening can be described as a series of five steps: receiving, understanding, remembering, evaluating, and __________.

According to the elaboration likelihood model of persuasion, listeners who think critically and

elaborately about a speaker's message will be persuaded by it. Indicate whether the statement is true or false

Ben gave several suggestions to his supervisor as to how to improve telephone customer service. Ben's communication can be described as _______

a. lateral b. upward c. grapevine d. downward