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The body of instruction messages should BLANK?.

-lists steps in a

nonnumerical order

-arrange items in order of importance

-lists steps in order to be carried out


When writing instruction messages, you should use the imperative mood.

Which of the following sentences uses the imperative mood?

-E-mailing the meeting agenda to the marketing team is what you should do.

-E-mail the meeting agenda to the marketing team.

-You should know to email the meeting agenda to the marketing team.

Procedure for Approving Timesheets

1. Access the HR website.

2. Select the Payroll option.

3. In the EID field, enter the Employee ID of the individual whose time sheet you wish to approve.

4. Select the appropriate time period once the employee's time sheets load.

5. Select Approve.

6. Select Save and Exit.

How could these instructions be improved?

-Use bullets rather than numbers.

-Use the imperative mood.

-Use a vertical layout to improve readability.

Why is parallel language important to use in instruction messages? Check all that apply.

-Parallel language creates a courteous tone.

-Parallel language gives the impression of professionalism and efficiency.

-Parallel language improves reader comprehension.


For the below passage just read it and answer the multiple choice below it thanks!

In business, a message written to right a wrong is called a claim. Straightforward claims are those where the receiver is expected to readily agree with your message. These claims require a direct approach. To be an effective business communicator, you should familiarize yourself with the best practices for making direct claims and voicing complaints.

What should you include in the closing of a direct claim message?

-A clear statement of the problem

-A statement that promotes goodwill and a summary of your request

-A series of open-ended questions

When a customer has a legitimate claim, the customer can expect a  BLANK?  response from the company.




Yakov is preparing a direct claim message. His bank account has been incorrectly debited a duplicate charge of $132.45 for a pair of hockey skates. He needs to contact the retail store immediately and have the duplicate amount refunded.

Which would be the best closing for Yakov's message?

-I hope that something like this never happens to you. Your organization is completely unprofessional. I will never shop there again.

-Please authorize a credit refund immediately, and send an electronic confirmation of the transaction to the address below. I am enjoying my new skates and look forward to shopping at your store again.

-I expect that the money will appear in my account. I will track it daily and inform you if there is any problem. My lawyer is on retainer and would be happy to contact you if you fail to comply with my request.

Social media experts suggest that you use other means of communicating claims or complaints before turning to social media. Messages received through other channels are more likely to be addressed by the business, and social media presents a higher risk of your message getting into the wrong hands or becoming a legal issue. However, if you do use social media to convey a complaint or review, you should adhere to some basic guidelines.

Which tips should you follow when posting a complaint or review online? Check all that apply.

-Know that you can remove your post from the Web whenever you wish.

-Avoid transparency by posting anonymously.

-Respond to the business if it offers to address your concern.

-Suggest improvements, even in positive reviews.

-Focus on facts.

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