What would best conclude an essay comparing different genres?

What sentence correctly uses it’s underlined relative pronoun?

What is the effect of narrator's word choice on the tone of this passage? the words "my heart shrank within itself" create a fearful tone. the words "better-omened" set a hopeful tone. the words "wounded his fellow" develop a remorseful tone. the words "struck harsh upon my ears" suggest an irritated tone.

Which of the following statement about conflict in the workplace is true?