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Q1. Answer the following questions:

1. Discuss the organization and pattern of ideas in yes letters
2. What strategies can be used to de-emphasize a refusal to a customer?

Q2. Last week, I paid my balance in full with a personal cheque. However, the enclosed statement shows current balance of AED 300. Will you please correct my account balance to the correct figure zero? Write a no response to this letter explaining why the request cannot be granted.