What two principles or tools for improved communication does the author suggest to resolve conflict?

the middle one

explanation:

because it's about a pauper

a, a knight

the answer is b:   the american composer and singer bob dylan composed many songs, by which he is very famous and considered one of the mosts influencial artists of pop music. he was awarded the nobel prize in literature for his type of poetry. but the huge impact his songs had are due to both lyrics and music, without which the message would lose strength.