Pts question 3 almost any routine message can be used

1 / 1 pts
Question 3

Almost any routine message can be used as a way to build goodwill.
Correct! Correct!
False
In addition to creating messages for a specific goodwill reason, you can craft almost any routine message in a way to build
goodwill. Two ways to do so are by providing information that your readers might find helpful and by maintaining a positive
tone throughout your message.
1 / 1 pts
Question 4
If you have mildly disappointing information to deliver as part of a positive message, you should
1 / 1 pts
Question 5
Which of the following should be avoided when closing a negative news message?
1 / 1 pts
Question 6
Whether or not you should apologize when delivering bad news about transactions depends mainly on
how much the customer has purchased from your company in the past.
the medium you are using for the message.
how long it has been since the problem occurred.
potential ethical and legal outcomes.
Correct! Correct!
how much you personally regret the decision made.

1 / 1 pts
Question 7
Which of the following should be included in a crisis management plan?
Correct! Correct!
A file on ragers and trolls that seek to create conflict in the organization
Mutually identifiable relationships with stakeholders
1 / 1 pts
Question 8
Which of the following best describes the key selling points of a product?