9.6 Chapter Summary

The essential rule in writing a claim or complaint message is to maintain your poise and diplomacy, no matter how justified your gripe is. Avoid making the audience an adversary. In sales letters, while it is important to persuade your audience, make sure that your message does not include illegal or unethical claims.

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Fundamentals of Business Communication Revised (2022) Copyright © 2022 by Venecia Williams & Nia Sonja is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License, except where otherwise noted.

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