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Directness in Good-news and Neutral Messages;; CHAPTER OBJECTIVES; Chapter Objectives; PRELIMINARY ASSESSMENT;THE GENERAL DIRECT PLAN;ROUTINE INQUIRIES;Informing and Explaining Adequately;Structuring the Questions;Ending with Goodwill;INQUIRIES ABOUT PEOPLE;Respecting the rights of people;Structuring around the one job;Contrasting examples;GENERAL FAVORABLE RESPONSES ;incidentally or in a subject line. Logically Arranging the Answers Continue to give what is wanted in orderly arrangement. Skillfully Handling the Negatives If negatives information is