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5. What is a claim? When should it be straightforward? (Obj. 3) 6. Why should a direct claim be made by letter rather than by

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5. What is a claim? When should it be straightforward? (Obj. 3) 6. Why should a direct claim be made by letter rather than by e-mail or a telephone call? (Obj. 3) 7. What is an adjustment message? (Obj. 4) 8. Whet se a writer's three goals in composing an adjustment message? (Obj. 4) 9. What are five characteristics goodwill messages should have? (Obj. 5)

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