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.