When you need to refuse a routine request that you accepted in the past, what should be the focus of the message?
A) Maintaining the working relationship
B) Softening the bad news by indicating the issue is still under consideration
C) Limiting alternatives so as not to mislead the audience
D) Implying that other assistance might be available, even if it isn't
E) Implying that other information might be available, even if it isn't
Answer: A
Explanation: A) The indirect approach works best when the stakes are high for you or for the receiver, when you or your company has an established relationship with the person making the request, or when you're forced to decline a request that you might have accepted in the past. Manage your time carefully; focus on the most important relationships and requests.
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