CMA Foundation · Fundamentals of Business Laws and Business Communication · Writing and Drafting for Business Audiences
A company must inform a long-standing customer that her credit request is declined. Which approach best reflects an appropriate tone under the 'you-attitude'?
The best approach is to explain the reasons from the customer's viewpoint, state the refusal tactfully and offer an alternative like part-advance payment. This keeps goodwill, shows consideration for the reader and still communicates the decision clearly.
- AOpen with the refusal in blunt terms so that no time is wasted
- BBlame the customer's past payment delays throughout the letter
- CExplain the reasons from the customer's viewpoint, state the decision tactfully and suggest an alternative such as part-advance paymentCorrect
- DUse highly technical financial jargon to justify the decision
Explanation
You-attitude focuses on the reader's interests and needs, preserving goodwill even in bad news. Giving reasons and an alternative does this. Blunt or accusatory wording damages goodwill, and jargon harms clarity.
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