When your profession requires you to report on activities within your business unit—and if you are a Contact Center leader, this includes you—the art of crafting your message is critical to it being heard, well-received, and acted upon. Delivering a message is as much about how the message is communicated as the message itself.  It takes courage to bring forth difficult news. It takes mindfulness to not react immediately.  Context is everything. Craft your message so that it is heard and accepted.