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The following are the ways to get better at delivering bad news. Choose the incorrect one.

• Acknowledge The Recipient’s Frustrations

• Stick To The Facts, But don’t Be Considerate

• Make A Sandwich

• Genuinely Apologize And Offer Solutions

The following are the ways to get better at delivering bad news. Choose the incorrect one.

• Know What You’re Going To Say

• Own The Situation

• Don’t Sugarcoat It

• Remain Calm While Delivering The News

The following are the ways to get better at delivering bad news. Choose the incorrect one.

• Know What You’re Not Going To Say

• Offer A Clear Explanation For The Decisions

• Express Apathy

• Anticipate And Prepare For Questions

Trepidation can lead to disaster, while facing facts and being honest will lead to renewed trust.

• Eric Brown, DataStax

• Deborah Farone, Farone Advisors

• Allison Escott Alachniewicz, PACIFIC

• Pini Yakuel, Optimove

The best way we’ve found to recover from a mistake or negative situation is to make the client feel ________ and ________ and owning our part in bad news. - Sue Cragun, Vanguard Title Insurance

• safe and supported

• secure and validated

• safe and validated

• secure and protected

“Most people will be willing to work together without anger to handle an issue if you say you are sorry and then show that you want to make it right by fixing the problem or explaining what you are doing for next steps.”

• True

• False

“You can de-escalate many situations by allowing the client to convey their frustrations without defending and acknowledging and invalidating their feelings. Then they are open to solutions or acceptance of the situation.”

• True

• False

“But when reality hits and it’s time to bring the bad news, just remember that 99% of the time, life goes on.” This sentence refers that we:

• Know What You’re Not Going To Say

• Offer A Clear Explanation For The Decisions

• Anticipate And Prepare For Questions

• Remain Calm While Delivering The News

“Time heals all, and whatever the situation at hand is eventually it will pass.” This sentence refers that we:

• Know What You’re Not Going To Say

• Remain Calm While Delivering The News

• Offer A Clear Explanation For The Decisions

• Anticipate And Prepare For Questions