1. when refusing a claim or request for adjustment, what should be the goal of the indirect format message?
A. explaining to the audience how to prevent similar issues in the future
B. to demonstrate why you cannot comply
C. to avoid accepting responsibility while not blaming the customer
D. to start a dialog with the customer on potential solution
2. to avoid defamation charges, which of the following would be the best practice?
A. only make charges of dishonestly in writing
B. only make charges of dishonestly verbally, eliminating the record of the charges
C. make the charges anonymously on social media
D. resist the temptation to call someone dishonest or incompetent
3. why is the indirect format usually a better choice when sending negative employment messages?
A. recipients tend to have a emotional stake in the message
B. a direct format can be taken as a personal slight and a threat to the application’s future
C. indirect formatted message regarding employment are quicker to write
D. there is less control over the message in other formats
4. when refusing an application’s direct request for a recommendation, which of the following is the best format?
A. the message should be brief and direct
B. the message should be detailed and indirect
C. the message should directly state the refusal, suggest an alternative and use a close that encourages questions if necessary
D. the message should imply the refusal, suggest an alternative and use a polite close.