[Model Answer] Emotion is an intense reaction to an event that involves (1) interpreting the meaning of the event, (2) becoming physiologically aroused, (3) labeling the experience as emotional, (4) attempting to manage your reaction, and (5) communicating the reaction in the form of emotional displays and disclosures. The answer can be found on pages 75 - 76.

[Model Answer] There are seven ways a person can improve his or her supportive communication: (1) making sure the other person is ready to talk; (2) finding the right place and time to communicate; (3) asking good questions that begin with open-ended queries and move to more targeted questions based on the other person’s responses; (4) legitimizing, not minimizing, the person’s grief; (5) listening actively; (6) offering advice cautiously and only when the other person asks for it; and (7) showing concern and giving praise. The answer can be found on pages 89 - 90.

[Model Answer] Empathy deficit refers to our inability to communicate our emotions appropriately while online. The problem stems from the asynchronous and invisible nature of online communication. While online, the person sending the message lacks immediate feedback from the receiver, making him or her feel less inhibited about sharing emotions. A sense of distance, or invisibility, from the receiver also empowers the sender. Both result in an inability to assess the communication from the other’s point of view (perspective-take) or feel empathic concern for the other. Suggestions for increasing online empathy include actively seeking the other person’s perspective; recognizing the limitations of online communication—and allowing this to make ourselves more tolerant of the inappropriate or aggressive messages we receive; and saving responses to inappropriate messages as drafts until we have a chance to cool down. The answer can be found on pages 83 - 85.