During a meeting Matthew and Jennifer get into an argument about how to prepare a proposal. What is the first step they should take to try to resolve this conflict?
A) Look for common ground.
B) Understand the other's point of view.
C) Listen carefully to make sure they understand the problem.
D) Show concern for the relationship.
Question 2
Which of the following makes a routine request poor?
A) Asking specific questions and using lists
B) Providing a telephone number
C) Expressing appreciation
D) Using a generic closing statement
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