Disappointing-News Letters Refusing request for a favor

communication skills  Disappointing News Letters Refusing request for a favor

When you must say no to a requested favor, your use of the direct or indirect approach depends on your relationship with the reader. For example, the principal of a local college asks your company to host graduation on your corporate grounds, but your sales meetings will be taking place at the same time. If you do not know the principal, you will use the indirect approach. If you are friends you’ll probably use the direct approach. See the example below:

communication skills  Disappointing News Letters Refusing request for a favor

(Close by renewing the corporation’s future support).

Refusing a refund

An out-of-town customer bought an expensive dress and mailed it back three weeks later, asking for a refund. The customer explained that the dress was not a good fit and that she really did not like it anymore. But perspiration stains on the dress proved that she had worn it. This letter skillfully presents the refusal.

communication skills  Disappointing News Letters Refusing request for a favor

that assures you of getting the best possible fit free of charge.

(Good restraint – no accusations, no anger)

communication skills  Disappointing News Letters Refusing request for a favor

(Friendly goodwill close)

Refusing a claim

Almost every customer who makes a claim is emotionally involved; therefore, the indirect method is usually the best approach for a refusal.

When refusing a claim, avoid language that might have a negative impact on the reader. Instead, demonstrate that you understand and have considered the complaint. The, even if the claim is unreasonable, rationally explain why you are refusing request. Remember, don’t apologize and don’t rely on company policy. End the letter on a respectful and action-oriented note.

An effective letter refusing a claim is mentioned below:

communication skills  Disappointing News Letters Refusing request for a favor

payable by cheque or credit card. If you decide not to repair the unit, the Rs. 500 will pay for the technician’s time examining the unit. XY also has service center available in your area. If you would prefer to take the unit to one of them, please see the enclosed list.

(Helps soothe the reader with a positive alternative action)

Thanks again for inquiring about our service. I have enclosed a catalogue of our latest cameras and accessories. In Dec. XY is offering a “Special Sale” at which time you can buy a newer model. Come and visit us soon.

(Closes by blending sales promotion with an acknowledgement of customer’s interests)

Declining an invitation

From time to time, invitations must be declined. The reasons necessitating regrets are varied, ranging from a potential conflict of interest to a lack of time. Regardless of the reason for the refusal, the letter of decline must be tactful and courteous.

The letter declining an invitation below is much more likely to produce a better relationship between the writer and the reader.

Thank you for inviting me to speak at the upcoming convention of the Management Association. I’ve always found it pleasant to visit Lahore in Spring.

Our firm recently began offering public seminars in various cities throughout the country. I am scheduled to offer a 3-day seminar in Karachi during the same 3-days of your convention. Otherwise, I would be happy to speak at your convention.

One of my colleagues who also has expertise in management sciences is available during the time you asked me to speak. His presentation skills are excellent, and I am certain that he could contribute significantly to the success of your convention.

If you are interested in contacting my colleague about the possibility of his speaking at your convention, please send me a note or call me at ……

Best wishes for a successful convention.

Rejecting job applications

It’s difficult to tactfully tell job applicants that you won’t be offering them employment. But don’t let the difficulty stop you from communication the disappointing-news.

Follow 3-guidelines:

- Open with the direct approach. If you buffer, you appear manipulative, because you otherwise phone.

-Clearly state why the applicant was not selected. Make your rejection less personal by stating that you hired someone more experienced, whose qualifications match the position requirements more closely.

- Close by suggesting alternatives. Mention other openings within the company. Application will be considered for future openings.

communication skills  Disappointing News Letters Refusing request for a favor

further encouragement, offering specific praise to help the candidate with her self-confidence intact)

In the mean time, we would like to keep your info on file for six months, in case another position opens up in the near future. (Closes positively by asking to keep information on file)

Do’s & Don’ts to follow in preparing disappointing-news messages Suggestions of a Do-Nature

Suggestions for enhancing the effectiveness of disappointing-news messages are presented below. Each suggestion is followed by one or more sentences that illustrate its use.

  1. Use a neutral or buffered opening that produces agreement rather than disagreement.
  2. Discuss the facts and analyze the situation in sufficient detail, which will help convince the reader of your honesty and sincerity.

communication skills  Disappointing News Letters Refusing request for a favor

We consider a number of factors when reviewing applications for credit. Included are such factors as length of time at one residence, length of time of current employment, income, assets, bill-paying record, and amount of current financial obligations.

3. Consider using an implicit refusal rather than an explicit refusal.

communication skills  Disappointing News Letters Refusing request for a favor

1. Capitalize on what you can do for the reader rather than what you cannot do.

2. Use sales-promotion material whenever appropriate.

3. Offer suggestions to prevent a recurrence of the problem situation.

communication skills  Disappointing News Letters Refusing request for a favor communication skills  Disappointing News Letters Refusing request for a favor

To keep your Green-Products lawn mower operating at peak performance in the future, we suggest that you use only Green-Products oil-gas mixture.

7. Make a counteroffer or counter-proposal, if appropriate.

We believe it will be in your immediate best interest for us to set your credit limit at Rs. 75, 000 rather than the 1,00,000 you requested.

8. Make reader action easy, if appropriate.

communication skills  Disappointing News Letters Refusing request for a favor

Suggestions of a Don’t-Nature

1. Avoid the use of negative words or phrases.

We regret that we cannot exchange your recently purchased S-radio for SR-radio, as you requested.

1. Avoid the use of an accusatory tone.

2. Avoid placing the statement of refusal in a position of emphasis.

3. Avoid using company policy as the reason for justifying the refusal.

communication skills  Disappointing News Letters Refusing request for a favor

communication skills  Disappointing News Letters Refusing request for a favor

Our company has a policy that prohibits the use of our facilities for anything other than official company business.

5. Avoid making suppositions that are not likely to occur.

Now that you have heard our side of the story, we are certain that you will agree with our decision.

1. Avoid apologizing for the action you are taking.

2. Avoid a slow-start opening.

3. Avoid a meaningless closing.

4. Avoid suggesting that problems may arise again in the future.

communication skills  Disappointing News Letters Refusing request for a favor communication skills  Disappointing News Letters Refusing request for a favor communication skills  Disappointing News Letters Refusing request for a favor

Should you feel, after we repair and return your VCR, that it is not giving you the quality of service that you have the right to expect, please contact.

10. Avoid phony or insincere empathy.

We know just how upset you were when the heating coil in your coffee maker burned out

in the middle of your dinner party.

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