A bad-news message, whether delivered in person or in writing, is usually better received when you _______.

Meeting minutes should include the precise wording of motions, including a count of votes and actions taken.  

Smart business representatives always avoid calling an unhappy customer to resolve problems.

Factual information for reports falls into which two broad categories?

Justification/recommendation reports are sometimes called _______.

In denial messages you must establish the proper tone and use you statements such as You would have known that cash refunds are not available if you had read the receipt.

Learning the techniques of sales writing _______.

If your receiver might overlook the bad news, it is appropriate to use the direct strategy.

Persuasive claim messages are also called _______.

Informational reports often describe periodic, recurring activities as well as situational, nonrecurring events.