In a bad-news message, a positive buffer simply acknowledges receipt of the reader's earlier message and indicates an awareness of what it said.
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Q3: In a claim message, one's goal must
Q4: After reading bad news, readers usually appreciate
Q5: When writing indirect claim messages, in the
Q6: In terms of refusing requests, opening with
Q7: In indirect claims, one must make sure
Q9: In an indirect claim message, one's final
Q10: Research studies indicate that negative news is
Q11: In terms of bad-news messages, for almost
Q12: In a bad-news message, a preliminary explanation
Q13: When writing bad-news messages, a preceding explanation
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