The first thing you say when someone tells you their bad news determines where the rest of the conversation goes—and, sometimes, where the relationship goes. Responding in a less-than-ideal way can prompt your conversation partner to pull back and decide, “‘Well, I’m not going to bring that to you anymore,’” says Jenny Dreizen, an etiquette expert and the Scotland-based co-founder of Fresh Starts Registry, a website that offers dozens of scripts in order to provide words for moments that leave you at a loss.