Negative Messages. . .Refusing Requests : Negative Messages. . .Refusing Requests Instructor
Ahmed Nour
Slide 2 : Your company may receive many routine messages everyday such as: Requests for favors, money, information, action, … etc.
Requests for adjustments. (Claims) But can you say “Yes” to every request?
Slide 3 : Refusing Request When refusing a request for favors, money, credit, action …etc, the indirect strategy may be used.
Effective use of the indirect plan will soften the blow and make the refusal more acceptable.
Slide 4 : Writing Plan Stages Acts Buffer Transition Reasons Start with a neutral statement such as a compliment, appreciation, fact, …
Remember AGFA CUP? Include a key idea or word that acts as a transition to the explanation. State valid reasons based on facts not personal opinions. De-emphasize the bad news using passive voice, highlighting the positive news, or implying the refusal. (The 4 Language Techniques) Bad News Alternative Suggest a compromise or a substitute. Closing Express good feelings and look forward to continued business.
Slide 5 : REMEMBER
to use the right TONE Be relevant:
State the relevant information only. Don’t state already known facts.
Be Courteous:
Learn to disagree without being disagreeable. Avoid negative words like sorry, must, refuse, reject, … etc.
Slide 6 : Consider this situation Mark, a telecommunications specialist, has made great efforts recently to build the telecommunication projects in his company to connect the HQ to their dispersed offices. He’s a very reliable person who has an extensive experience that the company really benefits. He sent a request to his manager asking for a leave to attend a conference for telecommunications specialists in Calgary between 23-28 September. The manager has to reject his request as the budget-planning meetings are scheduled in the last two weeks of September, and no one can substitute Mark in planning the sessions.