Ch 9
the questions are below
9.1
A .Describe the AIM planning process for routine message
C. Identify the preferable message structures for various types of routine messages.
9.8 Making claims
Think about a product or service you have purchased in past that did not work properly. Write a claim to the company about it. Explain why your claim is justified and suggest action. Focus on achieving an assertive but friendly tone.
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