List and explain the pattern of organization typically used for negative letters to customers and others outside your organization.

When giving bad news to customers and other people outside your organization,the following pattern helps writers maintain goodwill: 1.Start with a neutral statement or buffer.These opening statements are meant to prepare readers for news that they are not going to like.Whether writing or speaking,the best buffers begin with areas that both you and your audience can agree on.Buffer statements such as "Thank you for your letter",in response to a complaint or query,acknowledge that you have read,understood,and are responding to your reader's concern.2.Give the reason for the refusal before the refusal itself when you have a reason that readers will understand and accept.A good reason prepares the reader to expect the refusal.3.Give the negative just once,clearly.Inconspicuous refusals can be missed,making it necessary to say no a second time.4.Always present an alternative or compromise,if one is available.An alternative gives readers another way to get what they want; it also suggests that you care about the readers and want to help them solve their problems.5.End with a positive,forward-looking statement.