1. Discuss why some bad news should be given face-to-face and not by a letter or over the phone. Include any Internet references related to this issue.

2.) Can you express sympathy with someone's negative situation without apologizing for the circumstances? Explain your answer.

3.) Is intentionally deemphasizing bad news the same as distorting graphs and charts to deemphasize unfavorable data? Why or why not?

4.) If your social media monitoring efforts pick up a tweet that accuses your customer service staff of lying and claims to have evidence to back it up, how would urespond?