3. Refusing a request

Use an inductive approach (reasons before refusal) when refusing a request. An indirect approach will help maintain positive relationships and minimize disappointment.

Read the refusal message to Kylie Sanders who has requested new laptops for her department so that employees can work from home and travel with ease. Then answer the corresponding questions about the message.

To: Kylie Sanders

From: Satya Kashtelyan

Subject: Employee Laptop Initiative

Hi Kylie,

Even though my employees are interested in being more productive, there is no way that we will be able to fund an employee laptop initiative. Such an initiative would not work for a number of reasons, including budgeting and technology training.

A laptop initiative would be an expensive endeavor. With each laptop costing approximately $2,000 for each of our 56 employees, the costs would exceed $100,000. In addition to the cost of the laptops, employees would need technology training.

In order to properly train employees, we would need to provide optional training workshops. These workshops incur additional direct costs as well as indirect costs in areas such as lost productivity. Given the 10 percent loss of revenue we faced last quarter, these expenses would be difficult to cover.

While we are not currently in a position to implement the laptop initiative request, your request is forward-thinking and noteworthy. Once the company finds itself on more secure financial grounds, I would be happy to reconsider the initiative. Meanwhile, we have several laptop computers that employees may check out for telecommuting and travel.

Kylie, employees like you make us all proud. Even though your request was a little outrageous and the timing was off, it is the thought that counts. Keep up the good work.

Best,

Satya

What would be the most effective way that Satya could revise the message?

Move the bad news to the second sentence of the message. Bad-news messages should not have bad news in the first sentence.

Introduce the subject without revealing whether the answer will be Yes or No.

Address the receiver directly, using more receiver-focused language to lessen the disappointment.

When refusing a request, your reasons should be sensitive and complete. Which of these guidelines should be followed in the reasons section of Satyas refusal message regarding the laptop initiative? Check all that apply.

Include a concise discussion of one or more logical reasons.

Show consideration for the receiver.

Place the bad-news statement at the beginning of the reasons.

Avoid a you attitude.

Consider the statement of the bad news in Satyas refusal of Kylies request.

True or False: The bad news in the original message to Kylie is subordinated.

False

True

A positive close can help maintain relationships. If you were reviewing the closing of this message, what advice would you give to Satya?

Reemphasize the refusal and encourage Kylie to contact you.

Focus on the positive and dont make superficial statements.

Remind Kylie of the fact that the initiative would cost more than $100,000.