4. Refusing Typical Requests and Claims To determine if you should use the direct or indirect strategy when refusing requests and claims, anticipate the receiver's reaction to your refusal. Most people prefer to be let down easily when being refused; thus, the indirect strategy works well with most refusals. Choose the best answer for each of the following questions about refusing direct requests and claims. When refusing typical requests: Avoid praise and explanation so that the receiver is not alienated O Emphasize the refusal and apology to make sure the receiver understands the message O Focus on the explanation and reasons rather than on the refusal and apologies When a company must refuse a request for a donation to a charitable organization, how should the refusal message be focused? O On the state of not-for-profit giving and donation cycles On the positive attributes of the chantable organization) On the myriad reasons why the company is unable to donate True or False: When refusing an internal request, it is not a good idea to provide an alterative. False True