Constructing Messages Saying No to Emotionally Involved Receivers Is a Challenging

Multiple Choice

Constructing messages saying no to emotionally involved receivers is a challenging communication task. Which of the following is the best advice for this task?

A) Use the refusal-before-reason pattern to present the information artfully.
B) Place blame where blame is due, including on the customer if he or she is responsible.
C) Avoid offering resale information because it may weaken customer confidence.
D) Use neutral, objective language to explain the reason the claim is refused.