Sylvia Is Gathering Her Thoughts to Send a Message to a Difficult

question 13

Multiple Choice

Sylvia is gathering her thoughts to send a message to a difficult customer. She is going through the process of

• A) transmitting.
• B) using nonverbal communication.
• C) decoding.
• D) encoding.

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Definitions:

Erik Erikson

A developmental psychologist and psychoanalyst known for his theory on the psychological development of human beings.

Minnesota Multiphasic Personality Inventory

A widely used psychological assessment tool designed to help diagnose mental disorders and assess personality structure.

Objective Test

A method of assessment where responses are limited to specific answers, allowing for easy scoring and comparison.

Questionnaire

A research instrument consisting of a series of questions for the purpose of gathering information from respondents.