Arnold wants to improve his communication competence in order to help him in his customer service job. Whenever he makes a sales call, he makes a point to see the situation from his customer's point of view, to pay careful attention to their nonverbal messages to better understand their feelings and emotions, and to ask questions so his customers will share more details.
What communication skill is Arnold actively working on during his sales calls?

a. Active listening
b. Empathy
c. Asking open-ended questions
d. Engaging in dual perspective