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All bad-news messages should be presented using the indirect strategy. 

Employee morale can be supported when communicating to employees about major events that affect them and their jobs by delivering the news _______.

A successful persuasive message is typically longer than a direct message.

As an employee, you should avoid responding to customer complaints on Twitter, Facebook, or other forms of social media because the audience is potentially too large.  

E-mail and social networks are appropriate channels for both delivering and responding to complaints.  

Another name for a complaint message is a claim message.

Effective sales messages focus on three to five selling points to keep the reader interested. 

Most informational reports have one thing in common: a neutral or receptive audience.

A summary should condense a report or article by what percentage?

Feasibility reports answer such questions as Will this plan or proposal work?