Answer:
11. direct and to the point
12. True
13. ask questions that will help uncover the type of barrier
I believe this to be the opposite. With the digital age, any knowledge can be at your fingertips. Back then people had to rely on certain books to understand a topic, for example the Encyclopedia. My mother has A-Z books in a box somewhere. Those information will be heavily outdated as modern information try to be updated when new information is present.
