Bethany is a customer service agent at an insurance company. During her most recent performance review, her manager mentioned that she sometimes comes across as angry or bored during customer calls because she does not regulate the intensity of her voice: sometimes she is too intense, which can translate to anger, and other times she is not energetic, which can translate to boredom. Bethany$$s manager requested that she practice her $\_\_\_\_\_\_\_\_\_\_$ to improve her communication skills.

gestures and posture

eye contact

facial expressions

tone of voice