When the customer has no established expectation,which of the following should be the focus of the bad news message?

A) Resetting the expectations that are assumed by the writer
B) Explaining how you plan to resolve the problem
C) An apology
D) An explanation of what went wrong
E) Information on the situation

A leader with a(n) _____ uses strong, directive actions to control the rules, regulations, activities, and relationships in the work environment.

A) autocratic style
B) democratic style
C) laissez-faire style
D) transformational style