Purpose:

Someone has asked a person for something and they must refuse?a very common business situation. Such messages are almost always negative, although they vary in degree of negativity. Usually, in such messages, they have two goals:

1. to refuse, and
2. to maintain goodwill.

Before writing anything, think through the situation and work out a strategy?that is, how to explain or justify the decision.

Assignment Instructions:

This too is communication necessary in conducting the company's business.

The suggestions for writing these messages are much the same as for those types previously discussed. The need for clarity, correctness, and courtesy should guide these efforts.

To make this message, writers should do the following:

• Organize using the indirect order and the message plan(s) for a refused request message
• Use a strategic buffer that is neutral and/or positive
• Present the bad news positively
• Choose the appropriate tone (casual, moderately formal, or formal)
• Be clear and courteous
• Order the information logically
• Offer an alternative solution
• Close in a way that is positive and builds goodwill

In this assignment, should review the Ineffective Message below carefully.

For this message and before you begin your planning phase, review the ineffective message below and make a list the weaknesses/shortcomings based on the following:

1. the ineffective refused request message uses the indirect-order that includes a buffer in the opening paragraph;
2. the content/body paragraph(s) logically explain the reasons for the refusal;
3. the final paragraph encourages the relationship with a note of goodwill, alternative offer, and/or provides a reminder of any action needed.
4. uses the appropriate word choice and tone skills below for a list of the word choice and tone learning outcomes to meet when writing in business.

Page of 2 - ZOOM What is the best way to design the chosen message?: What is the best way to deliver the message?- ZOOM + Writing a Negative Message Buffer Reasons News Goodwill and Action: With this outline in place, the message is formatted as a business letter or email, as the situation warrants. Comments on Section As Written Buffer: First paragraph - Start the message with a note that relates to the message, one that both agree on. Do not be so cheerful as to mislead the audience, nor set a dark tone that may cause additional trepidation in someone is about to be disappointed. Reason: Second paragraph. It is so tempting to write reasons for a no from the perspective of the sender. "We are all full." "Company policy says." Reasons in a negative message offer the reader a way to see it from the writer's standpoint. If the message is well written, by the time the "no" comes, the receiver will be in complete agreement. Reason continued: Either second or third paragraph. Here is the hardest part of the message. The reader is likely anticipating being turned down by now. It is up to the sender to make the "no" clear, but not harsh. This may be done directly or with an Implied no. One key issue to watch out for when delivering negative messages in this way is that you might work to avoid negative words so intently that you make the message hard to understand. Final paragraph: Encourages the relationship with a specific note of goodwill. Provide a crisp reminder of the action needed- ZOOM + Module 2.0 - Word Choice and Tone Learning Outcomes and Strategies Reader- Use the You-Viewpoint (you-attitude) focused Put the receiver's needs before the sender's needs writing Start with what the receiver needs to know Cliches Avoid Common Jargon Language Slang Challenges Euphemisms Doublespeak Avoid Language Avoid Gender Bias with Bias o Gendered Nouns against o Gendered Pronouns Individuals Avoid Race & Ethnicity Bias & Avoid Disability Bias Populations Improve Sentence Length (see comprehension rate chart page 50) Concision Sentence Complexity in Writing Active vs Passive Voice Use precision in writing Improve Be clear Clarity in Be specific Writing Use Plain Words Use Bulleted or Numbered Lists Use Parallel Use only gerunds OR use only infinitives Structure Use current tense (past, present, and future) Indicate Use italics Emphasis in Use boldface Business Writing Use underlined fontsPage 1 > of 2 - ZOOM Planning the Message Audience Analysis Checklist What is my relationship to my audience? Subordinate Colleague Superior Client/Customer Other: What is my relationship with my audience? Friendly and informal. I know my audience well We communicate often and have a social business relationship. Friendly and formal. We've met and have a cordial, business-like relationship. Neutral or no relationship. I don't know my audience personally. Unfriendly or hostile. Other: What will my audience's reaction to my message be? Positive 000 Negative Neutral What factors in my company culture or other background information should I take into account? What factors in my audience's culture or other background information should I take into account?Page of 2 - ZOOM What does my audience need to know? What does my audience already know? What do I want my audience to think, feel, do know, or believe as a result of my message? would be the best channel for delivering the message becausePage 1 > of 2 - ZOOM PLANNING THE MESSAGE BLANK WORKSHEET Begin by planning the message: Refer to Module 11: Communicating Different Messages (page 410) Planning Your Communication Strategy Using a Problem-Solving Approach What is the situation? What are some possible communication strategies? What, if any, is your prior relationship with them? What are your organizational, professional, and personal contexts? What is the best course of action