3.What is the primary difference between the direct and the indirect strategies? (L.O. 2) When would you be more inclined to use the direct strategy in delivering bad news? (L.O. 2) What is a buffer?...

3.What is the primary difference between the direct and the indirect strategies? (L.O. 2)

When would you be more inclined to use the direct strategy in delivering bad news? (L.O. 2)

What is a buffer? Name five or more techniques to buffer the opening of a bad-news message. (L.O. 3)

Why should you apologize to customers if you or your company erred? What is the best way to do it? (L.O. 3) 3.