3. What strategy is best in a message refusing a request when the reasons for the refusal are
strictly in the writer’s best interests? (LO3)
4. “Apologies in refusals are negative because they call a+ention to what you are refusing. Thus,
you should avoid using them.” Discuss. (LO3)
This also is a thought question and should produce various viewpoints. Apologies do call
5. Explain how a claim message can be either direct or indirect. (LO4)
As the text says, even claim messages wri-en in the indirect order have an element of
6. “If I’m not emotional in my claim messages, the readers won’t understand how upset I am.”
Respond to this statement. (LO4)
Strategically placed and worded, some emotion in claim messages can be appropriate. But too
much emotion or the wrong type (such as indignation) will just put the reader on the defensive.
7. Some business writers explain an adjustment refusal simply by saying that company policy did
not permit granting claims in such cases. Is this explanation adequate? Discuss. (LO5)
This argument is weak. Hiding behind company policy may clear the writer of blame, but it does
not clear the company. The goodwill goal of the message requires that the company also be
