A(n) ________ defines operational procedures, outlines communication tasks, and sets responsibilities during a crisis.

Which of the following should be included in a crisis management plan?

In most companies, news releases are

Which of the following is one of the elements to include in the courteous close of a routine request?

When making a claim or requesting an adjustment, what should be included in the opening of the message?

Company policies for resolving customer complaints include

Emotions often run high when negative messages are involved for both the sender and the receiver which makes high standards of ethics and etiquette important.

Condolence messages should

Which of the following would be considered a claim against a company?

A routine message should never include negative information.