You need to write a bad news message that refuses a customer's request for confidential information that both federal law and company policy prohibit releasing to the public. According to the textbook, which sentence would be most appropriate?
A)Our company abides by federal legislation prohibiting the release of the information you requested.
B)I would be subject to a severe penalty if I were to send you the information you requested.
C)You should know that no company would release this kind of information.
D)I am very sorry that I cannot send you the information you requested. I know that you will be disappointed and I sincerely apologize.

Question

Quizplus · Accepted Answer

This sentence clearly states that the company is adhering to federal legislation and cannot release the information. It is important to cite specific policies or laws that prohibit the release of the information in order to be transparent with the customer. Option B makes it seem like the refusal is based on personal consequences to the writer, which is not the case. Option C may not be accurate since different companies have different policies regarding confidential information. Option D includes an unnecessary apology, which may not be appropriate in this situation.

You Need to Write a Bad News Message That Refuses