COM 100 Lecture 22: Com 100 - Lecture 22
10 Dec 2020
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Document Summary
Go on to a clear statement of what you can and cannot provide. Include any explanation of qualifications you feel will be helpful to the reader. Conclude with a statement of goodwill, appreciation, or a brief sales message. Clearly say no and then explain the no if helpful. Bad news messages, denial of credit, negative announcements. Buffers: buffers raise the topic of the message but do not overtly break the bad news. Be careful about opening on a positive note. Keep it muted, shouldn"t stand out directly. Offering an alternative solution: request at a later time, another company/service. Ending on a positive note: goal: to shift the reader"s thoughts to happier things. Milton says: you need to present yourself and the reader as reasonable people. Describing the situation: be aware of emotion but you should engage in that emotion, avoid using overly emotional language, cover the problem accurately and completely.
