Have you ever been in a situation where you must formally refuse a request or decline an invitation? Most people would probably think they know what to say in response to this question; but it is not as simple as saying "No", "I can't" or "I don't want to". "When refusing typical requests, you will first think about how the receiver will react to your refusal and decide whether to use the direct or indirect strategy" (Business Communication, p. 214).
In a company or organization, learning how to properly refuse someone's requests or invitations may help you in the future. Although it may be tempting to accept their requests in order to build trust or improve relationships, you may discover that you don't have the time or resources to aid them. Of course, you also don't want to leave a bad impression on them either. So what can you do?
One effective technique that can be used when refusing someone's request is the indirect strategy. This strategy involves opening with complimentary comments, presenting your reasons for refusal, gently informing them of the bad news, and closing on a pleasant note. The objective of this method is to show sensitivity and prepares the receiver for the bad news. Another method is the direct strategy. Albeit similar to the indirect strategy, the bad news is usually presented in the beginning. By doing so, the message appears more direct
and considered more professional and ethical.
So now I ask, how would you refuse a request: directly or indirectly?
References
- Guffey, M., Loewy, D., Rhodes, K., & Rogin, P. (2012). Chapter 9: Negative Messages. In Business Communication: Process & Product (4th brief Canadian ed., p. 528). Toronto: Nelson Education.
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