When making negative announcements about routine business ...

[BrownTown3]

When making negative announcements about routine business matters,
 
  A) the direct approach is generally best.
  B) the indirect approach is best in most cases.
  C) it is best to combine the direct and indirect approaches.
  D) there is no need to close on a positive note.
  E) using a buffer is not acceptable.

Question 2

In refusing a customer's request for an adjustment, you become concerned about possible defamation charges. What should you do?
 
  A) Stress why the customer is at fault.
  B) Suggest that the customer do business elsewhere.
  C) Consult your company's legal advisors.
  D) Speak your mind bluntly.
  E) Make the refusal verbally instead of in writing.

[Ksh22]

Answer to Question 1

Answer: B
Explanation: B) Although such announcements happen in the normal course of business, they are generally unexpected. Accordingly, except in the case of minor changes, the indirect approach is usually the better choice. You should never combine the direct and indirect approaches in a negative letter. You should always close on a positive note and use a buffer in a negative letter with the indirect approach.

Answer to Question 2

Answer: C
Explanation: C) Defamation cases arise if you speak or write abusively or if you treat a customer unfairly in some way. If you think you've said something or done something you shouldn't have, speak to the legal department of your company.