Asked by FRANCIS VENTURA on Jul 13, 2024
Verified
When refusing a claim or request for adjustment,what should be the goal of the indirect format message?
A) Explaining to the audience how to prevent similar issues in the future
B) To avoid accepting responsibility while not blaming the customer
C) To start a dialog with the customer on potential solutions
D) To demonstrate why you cannot comply
E) To minimize the potential for legal action by the reader
Indirect Format
A communication method that does not state the main point directly at the beginning, often used to soften the message or build context.
Responsibility
The obligation to carry out duties or tasks assigned to one's role or position, often with an ethical component.
- Specify techniques to curb the influence of unfortunate news and preserve professional interactions.
Verified Answer
AF
Ashawnti FlournoyJul 16, 2024
Final Answer :
B
Explanation :
B)Customers who make a claim or request an adjustment tend to be emotionally involved, so the indirect approach is usually the better choice when you are denying such a request. Your delicate task as a writer is to avoid accepting responsibility for the unfortunate situation and yet avoid blaming or accusing the customer. To steer clear of these pitfalls, pay special attention to the tone of your letter.
Learning Objectives
- Specify techniques to curb the influence of unfortunate news and preserve professional interactions.
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