阅读理解

Have you ever used email to apologize to a colleague? Delivered a 【C1】______ 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 to lay can be good for 【C2】______ 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— 【C3】______ when the message to be delivered is bad or unwelcome news for the recipient? We’ve 【C4】______ business communication consultants and etiquette（礼仪）experts to come up with the following guidelines for【C5】______ 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 【C6】______. 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【C7】______ is email. Some of these may change order according to the 【C8】______ 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 【C9】______ 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 【C10】______.”

A) avoid

B) convenience

C) effectively

D) escape

E) intimate

F) particularly

G) primary

H) prompt

I) reward

j) silent

K) specific

L) surveyed

M) unfriendly

N) warning

O) witnessed