HELP

and submit 25. When responding to a customer's complaint about one of your company's services, you A) soften the situation with excuses such as "Nobody's perfect" or "Mistakes will should happen." B) use a generous, grudging tone. use a standard form letter with blanks left for filling in unique information in neat handwriting D) avoid blaming anyone in your organization by name, E) always find a way to blame the customer for the problem 26. Condolence messages should A) focus on your own sense of loss B) avoid referring to the deceased. C) be short, simple, and sincere. D) always be sent via electronic media. E) focus on your relationship with the deceased 27. The three primary steps involved in preparing a business message are A) planning, writing, and completing. B) informing, persuading, and collaborating. C) defining the purpose, the main idea, and the topic. D) satisfying the audience's informational, motivational, and practical needs. E) outlining, presenting, and following up 28. When adapting to other cultures, the "Golden Rule" is A) a helpful principle to follow. B) less effective than treating others the way they want to be treated C) helpful, but only in Asian countries. D) helpful only when dealing with others in their "golden" years. E) an exercise in tolerance. 29. The idea of free writing can be used as a(n) during the planning phase of the writing process. A) audience analysis tool B) discovery technique C) journalistic approach D) gathering technique E) way to determine form is the system used to 30. The is the form a message takes, and the deliver a message. A) channel: network B) medium: channel C) format; medium D) channel: medium