Komuro, a customer service representative, often delivers messages to clients in which he must convey negative news. Which of the following techniques could Komuro use to soften the impact of the bad news?
a. Passive voice and abstract nouns as the subjects of sentences.
b. Passive voice and the placement of the negative message in an independent clause.
c. Active voice and positive language.
d. Active voice and placement of the negative message in a dependent clause.
A
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