To avoid defamation charges, which of the following would be the ...

[cookcarl]

To avoid defamation charges, which of the following would be the best practice?
 
  A) Resist the temptation to call someone dishonest or incompetent
  B) Only make charges of dishonesty in writing
  C) Only make charges of dishonesty verbally, eliminating the record of the charges
  D) Use language that creates the biggest impact on the person's reputation
  E) Make the charges anonymously on social media

Question 2

When refusing a claim or request for adjustment, what should be the goal of the indirect format message?
 
  A) Explaining to the audience how to prevent similar issues in the future
  B) To avoid accepting responsibility while not blaming the customer
  C) To start a dialog with the customer on potential solutions
  D) To demonstrate why you cannot comply
  E) To minimize the potential for legal action by the reader

[Koolkid240]

Answer to Question 1

Answer: A
Explanation: A) If you deal with enough customers over a long-enough period of time, chances are you'll get a request that is particularly outrageous. You may even be convinced that the person is not telling the truth. However, you must resist the temptation to call the person dishonest or incompetent. If you don't, you could be sued for defamation, a false statement that damages someone's reputation. Written defamation is called libel; spoken defamation is called slander.

Answer to Question 2

Answer: B
Explanation: B) Customers who make a claim or request an adjustment tend to be emotionally involved, so the indirect approach is usually the better choice when you are denying such a request. Your delicate task as a writer is to avoid accepting responsibility for the unfortunate situation and yet avoid blaming or accusing the customer. To steer clear of these pitfalls, pay special attention to the tone of your letter.

[cookcarl]

Thank you

[Koolkid240]

No problemo