Question

Larry has recently joined a travel agency. He is talking to a customer in the agency's office. The customer is angry that she hasn't received a
refund on a tour booking. Which two actions indicate that Larry is using interpersonal skills effectively in his communication?

He smiles and nods often in sympathy.
He looks at his watch often.
He crosses his arms and looks at the ceiling.
He replies in a soothing voice.
He glances at some papers on his desk.

help plss

Answer 1

He smiles and nods often in sympathy and he replies in a soothing voice.

By smiling and nodding often, he is showing that he is listening to the customers concerns and cares about what they have to say.

By replying in a soothing voice, he is more likely to pacify the customer and make them less angry over not receiving a refund.

These two actions show his interpersonal skills through how he is able to react in a way that is considered polite and more likely to allow him to have a civil conversation with the customer.

Answer 2

Smiles and nods in sympathy and replies in a soothing voice