1. When refusing a routine request, you should NOT ________.
A. avoiding damaging the reputation of your company
B. avoid damaging your personal reputation
C. avoid generating negative feelings
D. provide a clear response
E. use an aggressive tone to ensure the negative response is obvious
2. Not having time to plan a negative communication is a feature of ________.
A. indirect negative messages
B. negative messages to employees
C. direct negative messages
D. negative messages to customers
E. negative messages during a crisis