Use Ch$.7($p$.191-196)$ and Appendix A to assist you in creating this letter. You can also use the

formatting documents attached to Writing Assignment #$1.$

Use block format and standard punctuation. You can find formatting examples of external letters

throughout the book. Be sure to include the writer$$s address in the signature box, or in a $$letterhead$$

which you create.

Bad News $-$ You must decline the following request for a full refund for the price of a dinner and tip at

the Montgomery Inn. Keep in mind that the objective of your message is to convey negative news,

decline the full amount requested, and preserve the reader$$s goodwill. You want to have a positive

relationship with the reader, even though you must say $$no$$ to the original request $($a full refund$).$

Instead, produce what you believe to be a realistic alternative.

In general, organize most negative$-$news messages using an indirect plan. This means that you do not

open with the negative news, you work up to it$.$ While the direct plan starts with the main idea and then

goes on to supporting ideas, the indirect plan starts with supporting ideas and works to the main idea.

Therefore, even though it does not seem logical$,$ you deliver the reasons for saying $$no$,$ before you say

no$.$ Reasons help to build acceptance.

Organize your letter using the following indirect organization plan:

$$ Buffer: Open with a sincere effort to help the reader accept the upcoming negative

news. Effectively utilize a buffer $($best news, compliment, appreciation, agreement,

facts, and understanding$).$ This is explained in detail in Ch$.7.$

$$ Explain the Decision$/$Reasons: It may seem backwards to explain your reasoning before

giving the negative news, but it helps gain reader acceptance. The scenario clearly states

the reasons for refusal of request.

$$ Give the Bad News

$$ Cushion the Bad News by Proposing a Compromise or Alternative: Occasionally there

may be alternatives that could be suggested that could soften the negative news. For

example, must decline the following request for a full refund, but you could offer some

other type of refund. Sometimes you can only suggest a $$silver lining,$$ or a way of

finding good news in the bad. In the case that follows, however, I believe that you could

easily produce a realistic alternative.

$$ Close the Message Pleasantly: Your closing should be positive, friendly, and forward$-$

looking. Your hope is to preserve a positive relationship with the reader and potentially

do business with them in the future. Create goodwill with your close.