Most routine communications are ________. 1 point A) impersonal B) neutral C) positive D) negative Because good news is always welcome, you should ________. 1 point A) use the direct approach to state the good news right away B) include emotions to show that you feel positive about the news C) use the indirect approach to build up to the good news in the middle D) conclude with the good news so that the message ends on a positive note Which of the following is a guideline for granting claims and requests for adjustment when your company is at fault? 1 point A) Explain precisely how you have resolved, or plan to resolve, the situation. B) Specifically assign blame to someone in your organization by name. C) Start from the assumption that the information the customer provided is incorrect. D) Imply that the customer is at fault