SQ4 What types of bad-news messages are common in business?
This section provides examples of common types of bad-news messages in business: denying requests or turning down invitations, denying consumer claims, rejecting recommendations or proposals, identifying issues or problems, and communicating negative change.
Denying requests or turning down invitations
When you cannot—or are not willing to—grant a request or accept an invitation, you need to find a tactful, professional way to say “no” and, at the same time, not make your audience feel guilty for asking. For example, the voice message in Figure 6.9 uses a direct approach to deny a request. Although the recipient may be disappointed, she will not be offended or hurt by the direct approach, ...
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