An Interpersonal Approach To Writing Negative Messages
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Salerno, Douglas
JAC
1986

Abstract:

Writing negative messages is one of the most difficult tasks facing business communicators. Because we usually find saying “no” harder than saying 'yes,” and because refusing a request often is interpreted by a reader as personal rejection, most writers know enough to approach the task of writing negative messages with some degree of caution. Recently I spent all of five minutes writing a note to a job applicant, telling her that she had been hired for an opening. I spent almost ten times as long composing the letter sent to the applicants who did not receive the job offer.