Ch.11
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Ch.11
A.Describe reasons for hesitancy in delivering bad new and the impact of the mum effect.
B.Explain how delivering bad-news messages impact credibility.
C. Describe the criteria for evaluating bad-news messages in term of controllability, likelihood, and severity.
D. Explain considerations for deciding which channels to use when delivering bad-news messages.
E. summarize principles for effectively delivering bad-news messages.
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