QUESTION 15

1. A request message should conclude with

   		the words Thanking you in advance
   		focus on the action you want the reader to take and use positive language to communicate goodwill
   		an apology for inconveniencing the reader with the request
   		a sales pitch for a new product

0.1 points

QUESTION 16

1. • Bad news messages should be delivered using ________.

   		the direct strategy
   		a mixture of the direct and indirect strategies
   		the direct or indirect strategy
   		the indirect strategy

0.1 points

QUESTION 17

1. • A message using the indirect writing strategy ________.

   		is usually shorter than one using the direct method
   		restates company policy
   		uses ambiguous language to cushion the effect of the bad news
   		provides the explanation before the bad news

0.1 points

QUESTION 18

1. _______ is not a good way to de-emphasize bad news.

   		Using long sentences
   		Putting it in the beginning of a paragraph
   		Using passive voice
   		Putting it in a dependent clause

0.1 points

QUESTION 19

1. • Buffers can include ________.

   		an apology
   		appreciation
   		a compliment
   		all of the above