Which of the following is not a helpful tip for apologizing in a negative-news message?
A) Be sincere and explain what you will do to prevent recurrence.
B) Accept responsibility.
C) Focus on your regret.
D) Use good judgment, and do not admit blame without consulting your supervisor.
Question 2
Porter Grace, RN, is declining an invitation to speak about the health benefits of juice bars at the fall conference of the Health and Fitness Trainers Association (HAFTA). Which of the following is the most effective buffer?
A) I must decline HAFTA's invitation to speak at its fall conference.
B) HAFTA members must be looking forward to the annual fall conference in Phoenix this year.
C) Because you requested only the benefits of juice bars and because I am only a registered nurse, I am not the speaker you need; perhaps you should contact a juice-bar salesperson.
D) I cannot speak at your annual conference.
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