1. Suppose you applied for a job that you really wanted, but the company hired someone else. To notify you of the bad news, the company sends a letter. Should the letter blurt out the bad news immediately or soften the blow somewhat?

2. What are some techniques you could use if you have to deliver bad news in business messages?

3. What goals should you try to achieve when you have to give disappointing news to customers, employees, suppliers, or others on behalf of your organization?