please answer , confused

question12: Select the emphasis strategy that will best improve the following sentence: We are sorry your order was not what you requested...

avoid apologizing on behalf of the company

avoid showing personal enthusiasm

use simple language

question15: Which of the following is the first step to planning your message?

• determining what vocabulary to use

• determining the likely audience reaction

• determining what format to send the message in

question16:Everyone in a company receives an email with the following message: Next Tuesday at noon is our annual data review meeting. The meeting will be held in Conference Room B. A pizza lunch will be provided after the meeting. All hourly employees will be paid for the meeting and do not need to clock out for the pizza lunch. You are required to attend unless your manager has told you that you will be covering the phones during that time. Those who are covering the phones during the meeting will be provided with a separate pizza lunch at noon and will be emailed notes about the meeting on Wednesday. Any other questions should be directed to Jim in marketing. Which of the following BEST describes this message?

• It has too many irrelevant details.

• The message is good as-is.

• It does not contain enough details.