You should never apologize in a negative-news message because doing so admits responsibility.
Correct Answer:
Verified
Q1: An important goal when delivering negative-news messages
Q4: The most important part of a negative-news
Q6: We cannot allow you to return the
Q8: Although I am unable to speak to
Q9: A good technique for de-emphasizing negative news
Q12: A good way to begin a negative-news
Q13: To be actionable (likely to result in
Q16: Company policy does not allow us to
Q64: The bad feelings associated with disappointing news
Q70: Bad things that require the delivery of
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