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Exercise 3-Using the direct and indirect patterns of structuring a message The direct and indirect patterns of structuring messages are very useful in showing customer empathy and professionalism in business communications, as summarized in the table below. 1. Provide context 2. Explain details 3. Give the bad news 4. Provide a goodwill closing

1. Main point of the message 2. Explanation of details or facts 3. Goodwill closing Use the indicated pattern to improve the business communications below.

# SENTENCE: STUDENT REVISION: a. Use the indirect pattern of structuring a message (270-272): Dear Ms. Mauer: Your application for acceptance into XYZ College as a freshman next fall has been rejected. We have more students apply than we can accommodate. Also, many students have competitive SAT scores and have access to funding resources. Thank you for your interest in our College. Good luck with your college search. Sincerely,

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b. Dear Ms. Mauer: We do not currently have the textbook you need for ENW300. Im sure the publisher will send us a shipment in the future. Please check back with us later. Thanks! Sincerely,