When writing business correspondence we must consider how the message will make the reader feel. For example, it is easier to hear the word yes than to hear the word no. It is easier to hear a complaint if it is written in a way that expresses concern. The words you choose when writing the message sets the tone of the message.
The tone of the message can have a huge impact on how the receiver responds to the message. When you must say no, or other wise deliver an unpleasant message, choose to use positive words instead of using negative words in the message. When possible, create and deliver a positive feeling about the reader, even if the message will have a negative impact. (Only use negative words when sending repeated messages in which positive words have not gotten the desired reaction.) HOPE THIS HELPED!