Refusal Letters
Contents
Composing Your Message Reference Expressions Sample Letters Writing Your Message
Check Yourself
Composing Your Message
Writing Approach of Refusal Letters
Step 4
Begin with a buffer
☺best news ☺appreciation ☺facts of problem ☺an apology
Explain the refusal with good
reason
☺tactful ☺logical ☺convincingly
State the refusal
Induction(归纳法): [indirect approach]
method of logical reasoning which obtains or discovers general laws from particular facts or examples
1
Step 2
Step 3
Techniques for Deemphasizing Bad News
❖ Employ indirect approach to organize; ❖ Insert the bad news in a long sentence; ❖ Place the bad news in a subordinate clause; ❖ Be clear but not overly detailed ❖ Imply the refusal---euphemisam ❖ Suggest an alternative ❖ Use the passive voice
We understand your concern about the… you mentioned in your letter of May 6th.
Explaining Refusal
➢ I feel that it is a in our mutual interest for me to… ➢ In order to minimize shipping and office costs, we have established… as the minimum amount for every order. ➢ Your plan sounds excellent and we are sure that it will bring lots of benefits to your personnel. But we will have to… ➢ As we are going to launch a new serial of products onto the market, we need to have adequate funds to facilitate this promotion. ➢ As you know that owing to…, we will not be able to meet the agreed delivery date. ➢ Much as I should like to attend your exposition, my schedule will be fully engaged next week. ➢ That has been a difficult decision for me, but I believe…
☺bad news ☺constructive suggestions
Close positively ☺a forward look ☺an alternative to the refusal ☺ good wishes ☺ Freebies ☺Resale or sales promotion
Reference Expressions
Beginning with a buffer
In reply to your letter regarding the supply of 10 free sample units of our product No. 1080.
We were pleased to receive your order of … for a further supply of 500 air-conditioners. We appreciated your continuing confidence in our products.
Stating Refusal
➢ We are sorry that we are unable to comply with your request. ➢ Unfortunately, we are not in a position to accept your request. ➢ Unfortunately I have a schedule conflict and I will be unable to attend the forum. ➢ Much to our regret, we are unable to accommodate your request. ➢ After much consideration, we have decided… ➢ I am sorry that I cannot accommodate you in this matter and I hope you will understand. ➢ Unfortunately enough, owing to…, and we should be glad if you would accept our apologies. ➢ Unfortunately, it is not possible to… because…
Thank you for your inquiry of 23 August. We are always pleased to hear from a valued customer.
We are pleased to receive your letter of … in which you request to... we appreciate this opportunity to serve your needs.