This chapter is a great resource to highlight and reinforce the concepts we learned in the previous video. The chapter begins with the Radio Shack case, which exemplifies the wrong way to communicate bad news. Consider the message, as well as the medium that you would choose in this same situation. Also, take a look at the "communication freezers", words that essentially shut down effective communication within your workplace. Do you use these words? What might you say instead to create bridges instead of barriers?