1. When delivering bad news, how can a communicator reduce the bad feelings of the receiver?

2. What is the most important part of Phase 1 of the writing process for negative messages?

3. When should you use the direct strategy in delivering bad news?

4. When should you use the indirect strategy in delivering bad news?

5. What are the major differences between the direct and indirect strategies in delivering bad news?

6. What is a buffer? Name five or more techniques to buffer the opening of a bad-news message.

7. What is an apology? When should an apology be offered to customers?

8. Name four or more techniques that cushion the delivery of bad news.

9. What are some typical requests that big and small businesses must refuse?

10. Identify a process used by a majority of business professionals in resolving problems with disappointed customers.

11. If you must deny the claim of a customer who is clearly at fault, should you respond by putting the blame squarely on the customer?

12. What is an effective technique in announcing rate increases and price hikes?

13. How can a subordinate tactfully, professionally, and safely deliver upsetting news personally to a superior?

14. What are some channels that large organizations may use when delivering bad news to employees?

15. In Latin countries why may employees sometimes fail to report accurately any negative situations to management?