Refusing Requests
REFUSING REQUEST
Writing plan for a request or claim
BUFFER – identifies previous correspondence incidentally or in subject line - begins with a neutral statement on which both reader and writer can agree
TRANSITION- plants key idea or word - leads naturally to explanation
EXPLANATION- presents valid reasons for refusal - avoids red-flag words that forecasts bad news - includes resale or sales promotion material if appropriate
BAD NEWS- softens the blow by deemphasizing the refusal
ALTERNATIVE- suggests a compromise, alternative, or substitute if possible
CLOSING- renews good feelings with a positive statement - avoids referring bad news - looks forward to continued business
INEFFECTIVE REQUEST REFUSAL -begins with a needless information that could be implied - creates a harsh tone with such negative words - (sorry, must refuse, violate and liable) - Throws self-serving comment - Reveals only tiny bits of the desired data - Sounds syrupy and quite insincere
EFFECTIVE REQUEST REFUSAL-reflects the writer’s genuine interest in the request - does not implicate compliance - reasons for refusing a request are objectively presented in an explanation that precedes the refusal - offers more alternative - looks to the future
DIRECTNESS is ineffective for a bad news because blunting out the bad news at the beginning of the message may cause the reader to be in a poor fame of mind to receive the remainder of the message .reasons for refusal and explanations may never be seen.
-INDIRECT METHOD -allows the writer to explain before announcing bad news.
The principal goal of the indirect strategy is presenting the reason and explanation before revealing the bad news.
Some readers, However, may prefer to have bad news announced directly.
Indirect strategy’s six elements:
Buffer
Transition
Explanation
Bad news
Alternative(s)
Writing plan for a request or claim
BUFFER – identifies previous correspondence incidentally or in subject line - begins with a neutral statement on which both reader and writer can agree
TRANSITION- plants key idea or word - leads naturally to explanation
EXPLANATION- presents valid reasons for refusal - avoids red-flag words that forecasts bad news - includes resale or sales promotion material if appropriate
BAD NEWS- softens the blow by deemphasizing the refusal
ALTERNATIVE- suggests a compromise, alternative, or substitute if possible
CLOSING- renews good feelings with a positive statement - avoids referring bad news - looks forward to continued business
INEFFECTIVE REQUEST REFUSAL -begins with a needless information that could be implied - creates a harsh tone with such negative words - (sorry, must refuse, violate and liable) - Throws self-serving comment - Reveals only tiny bits of the desired data - Sounds syrupy and quite insincere
EFFECTIVE REQUEST REFUSAL-reflects the writer’s genuine interest in the request - does not implicate compliance - reasons for refusing a request are objectively presented in an explanation that precedes the refusal - offers more alternative - looks to the future
DIRECTNESS is ineffective for a bad news because blunting out the bad news at the beginning of the message may cause the reader to be in a poor fame of mind to receive the remainder of the message .reasons for refusal and explanations may never be seen.
-INDIRECT METHOD -allows the writer to explain before announcing bad news.
The principal goal of the indirect strategy is presenting the reason and explanation before revealing the bad news.
Some readers, However, may prefer to have bad news announced directly.
Indirect strategy’s six elements:
Buffer
Transition
Explanation
Bad news
Alternative(s)