Communication Skills – MCM 301 VU
© Copyright Virtual University of Pakistan
159
Lesson 38
Disappointing-News Letters
Follow with reasons
Well-written reasons are:
1.Detailed: provide enough detail to make the reason for the refusal logically acceptable.
2.Tactful: implies that the applicant is better off avoiding a program in which he or she would probably
fail, given the background of potential co-workers.
3.Individualized: explains the company’s policy as logical rather than rigid.
4.Unapologetic: offers no apology for the decision.
5.Positive: avoids negative personal expressions like “You do not meet our requirements”.
Suppose you refuse the application of a management trainee. A tactfully worded letter might give these
reasons for the decision not to hire.
Because these management trainee positions are quite challenging, our human relations department has
researched the qualifications needed to succeed in them. The findings show that the two most important
qualifications are a bachelor’s degree in business
administration and two year’s supervisory experience.
The paragraph does a good job of stating the reasons for the refusal:
- It provides enough detail to make the reason for the refusal logically acceptable.
- It implies that the applicant is better off avoiding a program in which he or she would probably fail,
given the background of potential co-workers.
- It explains the company’s policy as logical rather than rigid.
- It offers no apology for the decision.
- It avoids negative personal expressions (“You do not meet our requirements”).
State the refusal
Three techniques are useful for saying no as clearly and as kindly as possible:
Firstly,de-emphasize the disappointing-news:
-Minimize the space or time devoted to the disappointing-news.
- Subordinate disappointing-news in a complex or compound sentence (“My department is
already short of manpower, so I will need all my staff for at least the next two months”). This
construction pushes the disappointing-news into the middle of the sentence, the point of least
emphasis.
-Embed disappointing-news in the middle of a paragraph or use parenthetical expressions (“Our
profits, which are down, are only part of the picture”).
Second,use a conditional (if or when) statement to imply that the audience could have received, or
might someday receive, a favorable answer: (“When you have more managerial experience, you are
welcome to reapply”). Such a statement could motivate applicants to improve their qualifications.
Third,tell the audience what you did, can do, or will do, rather than what you did not do, cannot
do, or will not do: Say, “We sell exclusively through retailers, and the one nearest you that carries our
merchandise is ….” rather than “We are unable to serve you, so please call your nearest dealer.” By
implying the disappointing-news, you may not need to actually state it (“The five positions currently open
have been filled with people whose qualifications match those uncovered in our research.”). By focusing
on the positive and implying the disappointing-news, you soften the blow.
Instead of this Use this
- We must deny you application. The position has been filled.
- We must reject your proposal. We have accepted the proposal from
AA Builders.
-We can’t afford to continue the program The program will conclude on May 1
-We must turn down your extension request. Please send your payment by Sept. 14.
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