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Gwen, a manager at Exude Apparel Inc., received a message from a customer requesting a replacement for a purchased pair of shoes. Exude Apparel has a clearly stated no-return policy. Gwen responded to the customer denying the request tactfully and clearly. Despite this, the customer submitted a second request. In response to the second request, Gwen should _____. 

Isabella was hit by a car while she was walking on the road and sustained minor injuries. She filed a case against the car driver. As the case was being investigated, several witnesses on the road provided conflicting statements about the accident. In this scenario, which of the following is most likely a reason for contradictory statements of the witnesses?

Edwin, a manager at TouchGen Inc., wants to inform his employees about the company’s vacation policy according to which each employee is entitled to twelve paid vacation days every year. In this scenario, which of the following approaches should Edwin use to deliver the good news?

_____ provide a somewhat formal means of sharing information with people inside an organization.

_____, are websites that provide virtual community spaces to people with shared interests who can communicate, yet the textbook contends these are common sources of viruses and spyware.

A bad-news statement should _____. 

When communicating important messages to audiences less familiar to us, it is especially important to _____.

Business communicators normally use active voice more heavily than passive voice because active voice _____. 

Which of the following is a characteristic of nonverbal messages?

Alix, a manager at Cerium Corp., is required to provide individual performance feedback to their direct reports. In this scenario, the communication between Brandon and his direct reports is at a(n) _____ level.