Have you ever used email to apologize to a colleague? Delivered a 1_____ to a subordinate (下属) 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 2____ 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— 3______ when the message to be delivered is bad or unwelcome news for the recipient? We've 4______ business communication consultants and etiquette (礼仪) experts to come up with the following guidelines for 5______ 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 6______ . Other choices, in descending order of personalization, are: a real-time phone call, a voice-mail message, a handwritten note, a typewritten letter, and the most 7______ is email. Some of these may change order according to the 8______ 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 9______ 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 conversation as my top alternative, and maybe a handwritten note next. Apologizing by email is something I now totally 10______ .”A) avoid B) convenience C) effectively D) escape E) intimateF) particularly G) primary H) prompt I) reward J)silentK) specific L) surveyed M) unfriendly N) warning O) witnessed