2. By Ka Xiong

3.  What this class has taught me  Chapter 6  Chapter 7  Chapter 8  How I am walking away a more knowledgeable person

4.  Direct Communicating  Direct questions gives you direct answers  Indirect Communicating  Indirect questions given in a correct way can result in good communicating skills

5.  This chapter taught me how to write letters requesting information  The following example displays me as a customer request more information on a certain product but I have other matters they must address as well.

7.  This chapter required me to respond to a complaint from a customer.  The customer rented a SUV and damaged the paint job.  My letter is to salvage his goodwill and future business  The following example will be the letter

9.  In this chapter, I wrote a letter for a claim request  We were charged for Champagne breakfasts that was not ordered  My letter is to straighten out the matter and request a credit to my credit card  The following example will be my letter

11.  Throughout this course, I have learned that direct communication and indirect communication can work will if you use it correctively. Professional business people apply what is needed to attain good results in different situations.