, 12eLehman and DuFrene
1999 South-Western College Publishing
List the steps in the inductive outline andList the steps in the inductive outline andidentify the advantages of using it to conveyidentify the advantages of using it to conveybad news.bad news.
Write letters refusing a request.Write letters refusing a request.
Write letters denying a claim.Write letters denying a claim.
Write letters refusing to complete an order.Write letters refusing to complete an order.
Write letters denying credit.Write letters denying credit.
Write a letter providing constructiveWrite a letter providing constructivecriticism.criticism.
List ways to handle special problems aboutList ways to handle special problems aboutthe unpleasant.the unpleasant.
Chapter 6 Learning ObjectivesChapter 6 Learning Objectives