An Example of how to refuse requests indirectly

* Source: Business Communication: Process and Product, by: Mary Ellen Guffey, Patricia Rogin, and Kathleen Rhodes‏ We can’t allow you to attend the conference in September, Mark. Perhaps you didn’t know that budget-planning meetings are scheduled for that month. Your expertise is needed here to help keep our telecommunications network on schedule. Without you, the entire system might fall apart. I’m sorry to have to refuse your request to attend the conference. I know this is small thanks for the fine work you have done for us. Please accept our humble apologies. In the spring I’m sure your work schedule will be lighter, and we can release you to attend a conference at that time. Announcing the bad news too quickly and painfully Gives reasons, but includes a very negative statement. Gives promise that might be difficult to keep Bad News: Implies refusal Reasons: tells why refusal is necessary Buffer: includes sincere praise The management council and I are extremely pleased with the leadership you have provided in setting up live video transmission to our regional offices. Because of your genuine professional commitment, Mark, I can understand your desire to attend the conference of the Telecommunication Specialists of North America, September 23 to 28 in Calgary. The last two weeks in September have been set aside for budget planning. As you and I know, we’ve only scratched the surface of our teleconferencing projects for the next five years. Since you are the specialist, and we rely heavily on your expertise, we need you here for those planning sessions. If you’re able to attend a similar conference in the spring and if our workloads permit, we’ll try to send you then. You’re a valuable player, Mark, and I’m grateful you’re on our MIS team. Closing: contains realistic alternative. Transition: uses date to move smoothly from buffer to reasons