Substantial research has proved that the only successful method of dealing with bottlenecks is to increase the bottleneck's capacity

As she listens to her employee explain that she was absent due to her wife learning she has cancer, Miriam thinks about what it would be like to be in her employee's position and recognizes that she is both frightened and sad. Miriam is demonstrating __________.

a. encoding b. earnestness c. decoding d. empathy

A good buffer needs to trivialize the reader's concerns

Indicate whether the statement is true or false.