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1. Miguel is communicating much more effectively in this meeting than in the first one. Based on the communication model in the text, what technique is Miguel using to improve communication?
A) filtering
B) perceiving
C) encoding
D) offering feedback
E) using a channel
2. At this point, we can't be sure (and neither can Pilar) if Miguel has really heard what Pilar is saying, and if he understands the issue. Miguel could have engaged in which of the following concepts to confirm for Pilar that he really understands the issue?
a) holding his fire
B) reflection
C) coaching
d) filtering
E) observation
3. Which is a complicating factor in the analysis of processes?
a. Subsequent resources do not operate independently from each other
b. Subsequent resources do operate independently from each other
c. When one process ends and another starts
d. Limitations of processes within each step
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