1.

1. John and Ana are exchanging emails about last week's meeting. Jon writes, "I thought I could trust you to back me up when I presented my idea, but obviously, that was not the case!" Ana replies, "I'm hearing that you're frustrated because you wanted me to express my support for your idea during the meeting, but you feel that my response was insufficient. I think we're both eager to see your idea get implemented as soon as possible. Could we meet today at 3:00 in Conference Room 2 to go over what our next steps are? Let me know if I should invite David so that we can hear his feedback."

   In her response, Ana is practicing what technique?

   	1.	Reinterpreting
   	2.	Relaxing
   	3.	Defusing
   	4.	Evaluating

2.

When Samuel reads a report from the branch office, he tries to gather as much information as possible so that he can respond at the meeting this afternoon. He writes down, "Reduce budget for professional work gear," "Add a 'stop' button to the simulator" and "Continue remotely for 30 employees." Most likely, Samuel wants to make sure that he understands the

	1.	Perspectives
	2.	Conclusions
	3.	Perspectives
	4.	Raw data

QUESTION 4

1. In an essay or report, in order to organize ideas by topic, we would add

   	1.	Headings
   	2.	Bullet points
   	3.	White space
   	4.	Action-oriented language