Be personal
Soften bad news and start with:
"I understand your position, however…"
"I sympathise with your point of view, but…"
End your "No" letters on a positive note
- How to write a "No" letter or email
- Open with a neutral statement
- Give the bad news
- Explain reasons
- Suggest other options if possible
- Close with a good will statement
Other ways to be personal:
- Address all the issues raised in the original correspondence - be inclusive rather than exclusive.
- If you deal with all the points, you are less likely to receive another letter or phone call in future.
- Picture your reader. Think about: where they live, are they young or old?
- Do they need help to understand your response?
- Think about the effect of your words. How would you feel if you got your reply?
