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If bad news appears in the first sentence of a message, the

receiver's reaction is likely to be defensive.

What is the correct order for the inductive writing sequence?

Buffer, reasons, bad news, counterproposal, and desire to continue the relationship

Exceptions to the use of inductive approach for bad-news messages include


An effective opening for a bad-news message

expresses gratitude for the time the receiver took to write.

Greg Komuro often delivers messages to clients in which he must convey negative ideas. Which of the following techniques could Greg use to subordinate bad news?

Passive voice and abstract nouns as the subjects of sentences

Your employer asked you to compose a message to be sent to all job applicants who were not selected for a sales representative position. You should

imply that someone else has been selected for the position, thus avoiding the uncomfortable job of rejecting someone.

Which sentence is a good example of a buffer for a bad news message?

I can understand how you felt when you had to pay $168.

Jawon is a training and development manager who has been asked by a professor to speak to her class about careers in training. However, since he is currently conducting an important staff development program, his schedule is very busy, and he must refuse the request. What would be the BEST way to end his message?

My training assistant, David, has extensive experience and would enjoy speaking to your class. Please feel free to call him at 469-8000.

Melody is responding negatively to a request for a claim. Which of the following would she NOT do in composing her message to the customer?


Delnisha, a customer service representative for the manufacturer of Marathon brand faucets, receives a large order from a small contractor. Which of the following is the BEST way for Delnisha to begin a message saying the company does not sell directly to end users?

Thank you very much for your order. Unfortunately, we will not be able to fill it.

You must deny a request for credit to an applicant who does not meet your company's requirements. Using a sentence such as "You are encouraged to make cash purchases" illustrates a


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