QUESTION 1: What are the four key dimensions of effective communication mentioned in the text?
2nd QUESTION: What words should be used in conflict management?
QUESTION 3: What does an open posture and respectful eye contact convey?
QUESTION 4: What effect does a calm and firm tone of voice have on the customer?
QUESTION 5: What is the main rule in managing a professional's emotions?
QUESTION 6: What can be interpreted if a professional crosses his arms or shows discomfort?
QUESTION 7: Why is it important to avoid a tone of voice that is too low?
QUESTION 8: Should emotions be completely eliminated in conflict management according to the text?
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