2.When companies receive complaints from customers, they often send coupons, samples, or gifts to restore confidence and to promote future business. This is one of the ways to close pleasantly to bad-news messages

(a)  

3.A tense that can be used to cushion the bad news

(a)  

4.It is defined as a set of rules for acceptable online behavior

(a)  

5.… are expressions that do not have clear meaning and that have been overused. Many cannot be explained, especially to those who are new to our culture. That’s why they should be eliminated.

(a)  

6.… are those that are needlessly converted to wordy noun expressions.

(a)  

7.Goodwill messages include thanks, recognition, and …

(a)  

8.Rearrange these letters in order to make a word: A/M/A/R/E/G/P

(a)