Across
- 3. a way to engage a person's interest
- 4. a form of buffer that is positive
- 8. message has a buffer to ease the news
- 9. An acronym for persuading customers.
- 10. turndown a favor request
- 12. thesender expects the receiver to agree
- 14. feelings
- 16. message is all about the receiver
- 18. sets the tone for future correspondence
- 22. a compromise or substitute used with bad news
- 24. a buffer that sender and receiver concur on
- 26. honest and stimulating information to attract
- 27. also called a complaint
Down
- 1. a clear but understated negative statement
- 2. technique using emotion and rational elements
- 5. deciding if a message accomplished it's goal
- 6. reply that favorably responds to complaint
- 7. method used to communicate
- 11. ideas that you hold about particular things
- 13. Command language
- 15. message that helps do everyday business
- 17. converting the sender's idea to have meaning
- 19. argument appealing to reason
- 20. influencing a reader's reaction
- 21. unplanned
- 23. avoids a direct statement
- 25. genuine feelings