Messages that contain good news should be written in the indirect order.
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Q3: A message granting an adjustment should be
Q4: In a message granting an adjustment, you
Q6: Internal operational communications are highly casual exchanges
Q7: Depending on the situation, claim messages can
Q8: One of the special considerations when writing
Q10: Internal-operational messages are those emails and hard-copy
Q12: If your response to an inquiry includes
Q17: When writing a general favorable response, you
Q17: When ending routine inquiry messages, one should
Q18: An order acknowledgment message begins with good
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