Which of the Following Guidelines Should Be Followed When Granting

Which of the following guidelines should be followed when granting an adjustment?

A) You should use negative words if the reader has blamed you or your company for the problem.
B) You should reiterate that it was not your company's fault.
C) You should ask the reader to look beyond the company's faults.
D) You should try to regain any confidence that the reader may have lost from the experience.
E) You should avoid using reader-centered language.