1. Roy wrote a message to emphasize safety at his workplace. An excerpt from this message reads, "A new set of safety guidelines will be of assistance in continuing this excellent record of safety and concern for the well-being of all employees." Mary advised him to fix this sentence by instead writing, "The Safety Guidelines Committee (SGC) has written and delivered your new safety guidelines booklet to protect you from future accidents."

   Mary fixed the sentence by making it more

   	1.	Easy-to-read
   	2.	Concise
   	3.	Action-oriented
   	4.	Positive

2.

1. When it comes to decision making, Mario's team leader is a thinker. Mario knows that in order to sell her on his proposal, Mario will have to focus on

   	1.	Sympathy
   	2.	Loyalty
   	3.	Excitement
   	4.	Information

3.

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