Answer to Question 1
Emphasize the positive and de-emphasize the negative. Use the inductive approach for bad news messages; subordinate the negative aspect of the message and emphasize the positive aspect.
Use positive language to accentuate the positive and de-emphasize the negative. Carefully select words that do not offend or blame to make the tone of the message more positive.
Imply the refusal when the receiver can understand the message without a definite statement of the bad news. Rather than stating a blunt refusal, use words that imply the refusal as long as the message of the refusal remains clear to the recipient.
Answer to Question 2
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