The five steps in the process of conversation, in sequential order, are

(a) closing, feedback, business, feedforward, opening
(b) opening, closing, middle, business, transitions
(c) feedforward, feedback, business, transitions, closing
(d) opening, feedforward, business, feedback, closing

Letter D is correct. Opening, feedforward, business, feedback, closing.

Explanation:

Every conversation goes through certain stages, regardless of whether the relationship is formal or personal between the interlocutors.

There are 5 stages that determine a conversation process, they are:

Opening begins with a greeting, which can be verbal or nonverbal.Some basic and trivial considerations such as asking how a person is are also part of opening.

Feedforward is the transition to the focal point of the conversation. It is the visualization of what you will say next.

Business already sets up as the stage where the main focus of the conversation is said. This is the central stage of a conversation, where interlocutors discuss ideas and opinions.

Feedback is the stage in which there is a retroactive effect, ie the information or response that the sender has from the receiver and serves as an evaluation parameter of the result of a message.

Closing is the final stage of a conversation, occurs when all the other stages of the conversation have already been developed and satisfied, and can end with a greeting.

the assumption the narrator makes in this excerpt is that the messages he heards were going to hurt the narrator's mom; the narrator just springs in to action. the narrator doesn't specify in this excerpt why he believes that the messages present a problem that requires protection.