Explain how a counterproposal can be used to preserve a relationship with the reader when denying a request or when delivering bad news
Following negative news with an alternative action, referred to as a counterproposal, will assist in preserving a relationship with the reader. Because it states what you can do, including a counterproposal might eliminate the need to state the refusal directly. The counterproposal can follow a refusal stated in a tactful, sensitive manner.
While the counterproposal might represent a tangible benefit, at times it is more intangible in nature. Any counterproposal must, of course, be reasonable. A reasonable counterproposal might be to include some additional items at no charge or to offer a discount certificate good on the customer's next order.
When no reasonable counterproposal is apparent, the sender might be able to offer a silver lining thought that turns the discussion back into the positive direction. When offering a counterproposal or silver lining statement, care must be taken to ensure that the idea does not seem superficial or minimize the recipient's situation.
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