Negative messages about business transactions are designed to
A) confirm the customer's expectations.
B) explain how you plan to resolve the situation.
C) show the audience that whatever has happened, your company is not at fault.
D) let the audience know which of your employees caused the problem.
E) shield the company from liability, even if you must blame another organization.
Answer: B
Explanation: B) In a transaction, the recipient is usually not very interested in the cause of the problem on your end. Instead, the recipient wants to know about how and when you can fix the situation.
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