Direct Approach to Positive Messages - Answer-State the request, explain and justify,
close the request
State the Request - Answer-Tone, audience, specifics
Explain and Justify - Answer-Explanations, benefits, questions
Close the Request - Answer-Action, contact, appreciation
Indirect Approach - Answer-Provide evidence, highlight any potential benefits, share the
relevant information
Routine Request - Answer-Request for info/action, request for recommendation, request
for claims or adjustments
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