A、Not using offensive or hurtful language. B、Using more encouraging words. C、Never using slang words with old people. D、Using so

Everyday conversation is essential to several aspects of life such as maintaining relationships—business and personal, building trust and credibility and creating a pleasurable experience for yourself and others. It comes as no surprise therefore that conversation skills are one of the most basic skills needed to function well in everyday society. (16) One of the most important conversation skills for you to have is the ability to avoid using offensive or hurtful language. This becomes especially difficult when you are not aware that the words you use are actually considered hurtful. Slang words commonly used by the younger generation can also be unknowingly offensive. (18)To assist with this confusion, here are a few common words or phrases which you may or may not know are actually hurtful.
   The first one is "I don’t care. " This is a very common phrase for someone to say in a variety of situations, and it is obvious that it can easily offend. It is never nice to say that you don’t care about something or someone, even in a joking manner. (17) To those who are a bit more sensitive, they might take your words more seriously than you think. Altogether, it is best to assume that this phrase is offensive in most situations.
    (18)The second is "It was just a joke. " If a person has trouble tolerating whatever you just said, they won’t believe you say you weren’t serious. No matter how close you are as friends or family, if you make an offensive comment and expect them to take it as a joke, it might be a little too much to ask. Although you may have had good intentions, it always pays to be careful about what you say out loud, especially if you know the person is a little bit sensitive.
   The third is "Never mind, you don’t get it." Nobody likes being left out of the loop, and used in the wrong context, this can make it sound like you left the person out on purpose. Although you may have only meant for it to be a quick dismissal of a subject, it could come off as rude, which destroys relationships rather than maintains them. (19)Next time try providing an explanation, no matter how brief.
   The fourth is "What’s the point?" Although you may have asked this from a viewpoint of curiosity, it is easy for this statement to sound offensive. Depending on the sensitivity or the person and the circumstance, it might sound like you are dismissing their explanation before they even try explaining. It sounds rude and there are many more polite ways to ask about the purpose of an action.
16. What is one of the most important conversation skills according to the speaker?
17. What does the speaker say about sensitive people?
18. Which of the following common words may hurt others?
19. What does the speaker suggest we do instead of saying "Never mind, you don’t get it. "?