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To meet the needs of U.S. Postal Service equipment, envelopes used for bulk mailings
A) are never made of colored paper.
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You can help establish the right tone in a negative message by using positive words rather than negative, counterproductive ones.
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When writing an employment termination letter, you should
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B) clearly present the reasons for the action.
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A letter rejecting a job applicant should
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B) point out the applicant's shortcomings.
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Whether or not you should apologize when delivering bad news about transactions depends mainly on
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When you are refusing a routine request, you
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Using the indirect approach, the negative news comes
A) immediately after the buffer.
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D) at the very end.
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One way to be tactful when giving your reasons for bad news is to
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A) present enough detail to make your conclusion compelling.
B) explain what your decision is before you explain why you have reached it.
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D) do all of the above.