1. “What are the purposes of negative messages? (LO 9-1)

2. What are the reasons behind the patterns of organization for negative messages in different situations (Figure9.1)? (LO 9-2)

3. What are the parts of negative messages? How may those parts be changed for different contexts? (LO 9-3)

4. When should you not use a buffer? (LO 9-3)”

“5. When should you not apologize? (LO 9-3)

6. What are some ways you can maintain a caring tone in negative messages? (LO 9-4)”