Have you ever used email to apologize to a colleague? Delivered a _____26____ to a subordinate with a voice-mail message? Flown by plane across the country just to deliver important news in person? The various communication options at our fingertips today can be good for _____27_____ and productivity-and at the same time very troublesome. With so many ways to communicate, how should a manager choose the one that's best-_____28______ when the message to be delivered is bad or unwelcome news for the recipient? We've ____29______ business communication consultants and etiquette experts to come up with the following guidelines for ______30_____ using the alternative ways of delivering difficult messages. First of all, choose how personal you want to be. A face-to-face communication is the most _____31______. Other choices, in descending order of personalizaiton, are: a real-time phon call, a voice-mail message, a handwritten note, a typewritten letter, and the most ______32_____ is email. Some of these may change order according to the _____33_____ situation or your own preferences; for example, a handwritten note might seem more personal than voice-mail. How do you decide on the best choice for the difficult message you've got to deliver? "My _____34______ concern is: How can I soften or civilize this message? says etiquette expert Dana Casperson. "So when I apologize, I usually choose in-person first, or a phone communication as my top alternative, and maybe a handwritten note next. Apologizing by email is something I now totally _____35_____. A) avoid I) reward B) convenience J) silent C) effectively K) specific D) escape L) surveyed E) intimate M) unfriendly F) particularly N) warning G) primary O) witnessed H) prompt