Lecture Business communication (2/e): Chapter 6 - Flatley, Rentz, Lentz

Chapter 6 - Writing bad-news messages. After studying this chapter, you should be able to: Determine which situations require using the indirect order for the most effective response, write indirect-order messages following the general plan, write an indirect claim that obtains an adjustment while maintaining goodwill, use tact and courtesy in refusals of requests, write adjustment refusals that minimize and overcome bad impressions.