Explain what you should do when replying to a claim when the customer is at fault.

1. Explain what you should do when replying to a claim when the customer is at fault.

2. You are preparing an internal blog posting providing information on this year’s annual company picnic. The message is generally positive, but you need to say that—unlike past picnics—the event will not be catered. What approach is best for conveying negative information such as this in the context of a positive message?

3. Many routine requests have several parts. What guidelines should you keep in mind when your request contains a series of questions?

4. List at least three guidelines that can help you avoid being accused of defamation.

5. You are faced with informing your supervisor about massive production delays. Company policy dictates that you must provide this information in writing. What questions should you consider when deciding between the direct and indirect approaches for your message?

6. Provide at least five guidelines to observe when making negative organizational announcements.

7. Explain the characteristics of an effective letter rejecting a job applicant.

8. Describe at least five strategies for establishing credibility when preparing persuasive messages.

9. Explain how to balance emotional appeals and logical appeals in persuasive business messages.

10. Briefly explain several guidelines for adapting marketing and sales messages for social media.

PART II

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