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Emotions often run high when negative messages are involved for both the sender and the receiver which makes high standards of ethics and etiquette important.

The most common type(s) of routine requests(s) is/are

Why should an apology be delivered quickly when an apology is included in a negative message?

How should a series of questions be handled in a routine request?

Which of the following is a neutral statement that establishes common ground with the reader without revealing the main idea of the message?

Which of the following is used to begin a routine request when using the direct approach?

Because routine messages are so common in business, it is not necessary to pay attention to your tone when writing them.

When terminating an employee, which of the following should be included in the message?

A routine message should never include negative information.

Which of the following would be considered a claim against a company?