When should a funeral director share their personal views during an interaction?

A deliberately vague statement that can be interpreted in more than one way:

According to Wolfelt, which level of communication involves consistent empathy, warmth, and genuineness?

Specialized vocabulary used as a kind of shorthand by people with common backgrounds and experience. 

A person who speaks kindly but avoids eye contact and gestures may be lacking in:

A linguistic strategy in which speakers emphasize differences between their communication style and that of others to create distance. 

Linguistic rules governing how sounds are combined to form words:

Genuineness includes the ability to:

Language used by a group of people whose members belong to a similar coculture or group.

The ability to understand and manage one’s own emotions and to deal effectively with the emotions of others: