WRITING PLAN FOR REFUSING REQUESTS OR CLAIMS AND FOR DEALING WITH DISAPPOINTMENT, CRITICISM, OR CRISES

$$ Buffer: Start with a neutral statement that both reader and writer can agree on$,$ such as a compliment, an appreciative comment, a quick review of the facts, or an apology. Add a key idea or word that acts as a transition to the reasons.

$$ Reasons: Present valid reasons for the refusal or refutation, avoiding words that create a negative tone. Include resale or sales promotion material if appropriate.

$$ Bad news: Soften the blow by de$-$emphasizing the bad news, using the passive voice, accentuating the positive, or implying a refusal. Suggest a compromise, alternative, or substitute if possible. The alternative can be part of the bad news or part of the closing.

$$ Closing: Renew good feelings with a positive statement. Avoid refer$-$ ring to the bad news. Include resale or promotion information, if appropriate. Look forward to the continued business or relationship.