Letters that refuse requests or bring bad news 7.5
Quiz yourself by thinking what should be in
each of the black spaces below before clicking
on it to display the answer.
Help!
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4 guidelines to a "no" business letter | 1) be prompt 2) be positive 3) be helpful 4) be tactful
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Be prompt | answer "no" letters within 48 hours.
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Be positive | avoid words like fault, refuse, unfair, and unreasonable. Use words that convey pleasant images. Emphasize what you can do for the reader instead of what you can't do.
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Be helpful | provide an alternative solution.
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Be tactful | don't insult the reader or indicate that the request is unreasonable. Avoid accusations. Explain the bad news in a way that the reader accepts the bad news as being necessary.
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The reader is more tolerant if they know (blank) you are refusing them | why
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indirect organizational plan used for refusal letters | 1) neutral opening statement that reader & writer agrees 2)reason for the refusal in a positve & tactful way 3)be helpful 4) statement to retain goodwill of reader
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