When you're closing a message about an error that your company ...

[khang]

When you're closing a message about an error that your company made, explaining the steps being taken to avoid similar mistakes in the future
 
  A) is a bad idea, since it distracts attention from the main idea.
  B) is helpful, even when those steps are not likely to make a difference.
  C) should always be avoided since it acknowledges guilt.
  D) can underscore the sincerity of an apology.
  E) will usually result in skepticism among your peers.

Question 2

When you deliver negative messages, you
 
  A) should always begin with a buffer.
  B) should not include reasons for the decision or information.
  C) should use language that conveys respect.
  D) can expect your audience to be offended.
  E) should not worry about tone.

[BAOCHAU2803]

Answer to Question 1

Answer: D
Explanation: D) A description of the actions being taken to avoid similar mistakes in the future can be an important element of a respectful close. Such explanations signal that the person or organization is serious about not repeating the error. Taking those steps is likely to make a difference, so they won't cause skepticism among your peers.

Answer to Question 2

Answer: C
Explanation: C) By using respectful language, you preserve the recipient's sense of pride and avoid any feelings of resentment or humiliation.

[khang]

Gracias!

[bulacsom]

TYSM