Answer to Question 1
A
Answer to Question 2
The following techniques can be used to subordinate the refusal in a bad-news message so that the reasons get the deserved emphasis:
a. Position the bad-news statement strategically. Using the inductive outline positions the bad-news statement in a less important position-sandwiched between an opening buffer statement and a positive closing. Additionally, the refusal statement should be included in the same paragraph as the reasons, since placing it in a paragraph by itself would give too much emphasis to the bad news. When the preceding explanation is tactful and relevant, resentment over the bad news is minimized.
Position the bad-news statement in the dependent clause of a complex sentence to cushion the bad news. This technique places the bad news in a less visible, less emphatic position.
b. Use passive voice, general terms, and abstract nouns.
c. Use positive language to accentuate the positive. Simply focus on the good instead of the bad, the pleasant instead of the unpleasant, or what can be done instead of what cannot be done. Compared with a negative idea presented in negative terms, a negative idea presented in positive terms is more likely to be accepted.
d. Imply the refusal when the audience can understand the message without a definite statement of the bad news. By implying the No answer, the response has the following positive characteristics: (i) it uses positive language, (ii) it conveys reasons or at least a positive attitude, and (iii) it seems more respectful.
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