When refusing a claim or request for adjustment, what should be the goal of the indirect format message?

A) Explaining to the audience how to prevent similar issues in the future
B) To avoid accepting responsibility while not blaming the customer
C) To start a dialog with the customer on potential solutions
D) To demonstrate why you cannot comply
E) To minimize the potential for legal action by the reader

Answer: B
Explanation: B) Customers who make a claim or request an adjustment tend to be emotionally involved, so the indirect approach is usually the better choice when you are denying such a request. Your delicate task as a writer is to avoid accepting responsibility for the unfortunate situation and yet avoid blaming or accusing the customer. To steer clear of these pitfalls, pay special attention to the tone of your letter.