10Say No With Style

No one likes to hear that they can’t have what they want when they want it, which is why saying that little two-letter word—no—can be such a difficult and uncomfortable task. Unfortunately, in today’s world, federal regulations, legal issues, company policies, and just plain old no-can-do, often make it impossible for you to say yes to all the customer, vendor, and coworker requests you receive.

When it comes to e-mail, nothing turns a necessary no into a needless message with bad manners faster than an online decline poorly executed. Often called a hard no, this is the type of nada that provides no possibility for problem resolution and offers no empathy or options, or expression of desire to help.

Consider the following ...

Get E-mail in an Instant now with the O’Reilly learning platform.

O’Reilly members experience live online training, plus books, videos, and digital content from nearly 200 publishers.