Ricardo, the PR manager of a firm, wants to inform a customer of some of its new policies. He creates a document and wants to send the file to the customer in the most appropriate way. What form of communication shouldRicaro use?

When an employee tells a client that someone else needs to get involved, or that he or she is not the one to deal with, that employee is:

A. Validating the customer's feelings B. Extending opportunities for growth C. Giving useful information to the customer D. Passing the buck

Make sure your script addresses this audience:

a. listening b. target c. core d. all of these e. none of these