Constructing messages saying no to emotionally involved receivers is a challenging communication task. Which of the following pieces of advice for this task is accurate?

After serving 4 months as principal, Mr. Wallace realized that he needed to recruit and hire several new teachers and establish strong lines of communication with all stakeholders. In addition, he needed to develop a leadership team that would share the responsibility for improving instruction, and develop and nurture a culture that is conducive to student learning. Completing these tasks, Mr. Wallace would be fostering the implementation of which Standard?

Every business will have unhappy customers at some point. The employee’s goal should always be to make the customer happy, no matter what it takes.  

The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the rejection, feels that the news was revealed sensitively, and believes that the matter was treated seriously and fairly.

In order to convey empathy and sensitivity for your receiver, you should always accept blame and apologize for the bad news.

Effective closings for sales messages should take a multi-faceted approach to motivating action: offer a gift, provide an incentive, set a deadline, and guarantee satisfaction. Which of the following statements illustrate this multi-faceted approach to motivating action?

A bad-news message, whether delivered in person or in writing, is usually better received when you _______.

Meeting minutes should include the precise wording of motions, including a count of votes and actions taken.  

Smart business representatives always avoid calling an unhappy customer to resolve problems.

Factual information for reports falls into which two broad categories?