BE-T2-Ch 6 Word Scramble
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| Question | Answer |
| An explanation in an indirect message _____. | softens the shock of bad news |
| A strategic buffer _____. | does not indicate what the rest of the message will say about the main topic |
| Which of the following is effective when writing an indirect claim? | Requesting a correction |
| When refusing requests, the primary goal is _____. | to present the bad news |
| Which of the following is a good persuasion technique when explaining a refusal? | Wording it positively |
| _____ are used in claims that require a refusal when they do not justify a correction. | Adjustment refusals |
| Which of the following can be used in an adjustment refusal? | Certainly, you have a right to expect the best possible service from our company. |
| When writing a negative message, it might be a good idea to end with _____. | goodwill talk |
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