Adjustment Refusal Letter
Remember our last class discussion and answer the following questions:
1. What are negative messages?
Ans: Negative messages are the ones that convey disappointing, unpleasant or unfavourable information for the reciever. Whether conveyed orally or in writting, the negative messages are disappointing and unplesant for the recievers.
2. What are the reasons to choose the indirect plan or the direct plan for negative messages?
Ans:
Negative messages can be developed by using both direct and indirect plan. Because both of the plan share the same purposes that are order to dicide whether to direct or indirect plan, it is important to understand the receiver’s perspective.
The indirect plan is used in negative messages when the sender knows that the receiver expects a positive response that the negative messages will effect the receiver personally and will be upsetting to them, when the messages are of high importance to both the receiver and the sender and the receiver may respond negatively if knowing of the negative messages. and when specific cultures may prefer an indirect plan as part of the communication such as a high- context cultures like China or Japan. The examples of such messages are credit refusals, poor perfor mance review, and customer’s request refusal. Basically the indirect plan is used to prepare the message receiver for the bad news, helps the sender accept the message and to reaffirming the positive relationship.
The direct plan is used in negative messages when the negative messages are acceptable, may be expected, will not be upsetting to the receiver or that it is a routine.
The example of routine message could be rescheduling a monthly staff meeting.
Furthermore, direct plan is used to help emphasize the negative information this could be a message that responds to a death or tragedy. The direct plan is also appropriate for when the receiver’s preference, cultural or otherwise is directness. Moreover, a direct plan is suited with a low-context culture such as Germany and Switzerland. Some examples of negative messages that use direct plan are schedule change for events, meetings cancellations or pollicy change.
3.
Describe the five specific guidelines for appropriate use of the indirect plan?
Five guideliens of indrect plan for negative messages consists of the opening buffer, the logical explanation, the negative imformation, the constructive follow-up, and the friendly close.
The opening buffer should be positive, provides coherence, builds goodwill, maintain neutrality and introduces to the explanation. It is usually consist of one to three sentences and is the first paragraph of the messages. The opening buffer will try as much to build goodwill and to keep the receiver’s interests central to the message. Positive words are preffered as it helps set favourable tone and makes the message more acceptable. It should not imply either a yes or a no, it should be neutral. Finally, the opneing buffer serves as the “headline” for the explanation that will be presented in the next.
The second part of the guideline is the logical explanation. In this, the sender provides the reason first then follow by the actual negative information. In other word, present the

reason in which why the negative message is conveyed. These reaons, if possible should show how this negative information will be in the best interest of the receiver. The logical explanation must be related to the opening buffer, present convincing reasoning, stresses the receiver interest and benefits, uses de-emphasis techniques and most importantly be calm and positive.
The third part of the guidline is the negative information. The writer simply states the actual negative information to the receivers. By now, the receiver should be waiting to hear a negative part if the opening buffer and the logical explanation did its job efficiently. This information is best placed in the middle of the paragraph that lies right after the opening buffer. The sender should uses de-emphasis techniques, say what can be done instead of what can not, give negative information quickly, avoid apology and use as less word as possible in order to make the message clear.
The fourth part of the guidline is the constructive follow-up. This is where the sender provide the receiver with alternative solutions to the problem or adding additional reasons.
The last part of the guildeline is the friendly close. Friendly close is very important as its jobs are to build goodwill and personalize the close. It should sound optimistic and warm to avoid negative ideas.
4. How does the Indirect Plan differ from the Direct Plan?
Ans: Indirect plan is used to convey unpleasant messages that are expected to disappoint the receiver. While direct plan is used to convey routine messages, the kind of messages that will not be upsetting the receivers and responds to a tragedy or death. Both direct and indirect plan also come into the account when considering of cultures. High context culture usually prefers the indirect plan while low context prefers direct plan. Moreover, Direct plan statess the negative infromation (main idea) at the beginning of the message while the indirect plan gradually creates the happy atmosphere first then states the negative messages later.
5. Why is it importa nt to use the “You Viewpoint” in your letter?
Ans : “You Viewpoint” is very important in writting a messages whether it would follow a direct or indirect plan. You viewpoint creates positive result and maintain goodwill. Using the you-viewpoint means that the sender gives primary consideratin to the receiver’s point of view when composing and sending messages. By this,the sender will be able to use words that the receiver will understand and accept.
6. What is the purpose of each part?
Ans: The purposes of opening buffer is to provide coherence, build goodwill, maintains neutrality and introduces to the examplanation. The purposes of logical explanation is to presents convincing reasoning, stresses the receiver interest and benefits. For negative information, this is the part that states the negative information and what can be done.
Constructive follow up has its purpose in providing alternative solutions and giving additional reasonings. Lastly, friendly close’s puposes are to build goodwill, personalizes the close, stay-off the negative ideas and create a warm and optimistics feelings to the receivers.
7. Look at the Adjustment Refusal on p. 238. Why is this an example of a poor letter?

Ans: The adjustment refusal memo on page 238 is an example of a por letter because it lacks of the opening buffer. Furthermore it does not introduces the explanation, instead, it emphasizes the negative news and does not maintain neutrality. It uses a negative tones and keeps repeating and re-emphasizes negative news. There is no clear offer of any alternative solutions and what can be done. At the last paragraph, the sender restates the request refusal and stetes an apology to remind of the refusal instead of personalizes the close and stays of the negative subject. “Better luck next time” this is a rude comment and bad attempt in humour especially when put at the end, this will definitely leave off negative and disappointed feelings to the receivers.