Business Messages. Purposeful. Audience-Centered. Concise. Effective Business Messages. The right attitude The right plan. Remember to have. Opening Paragraph: Tell the good news Middle Paragraph: Give the details Closing Paragraph: Your “Call for action”.
Explanations, are often crucial to the effectiveness of a negative message.
a. Try to convince the reader that you are acting in their interest.
b. Explain courteously all relevant facts behind the decision.
c. Show that the request has been carefully considered.Explanation and Analysis
If the reasons are so clear that the reader will conclude you must refuse the request then don’t state the bad news.
The badly cracked housing suggests that your engine must have fallen onto a hard surface from some height.Better
Convince the reader that your decision, although contrary to his/her request, is FAIR, REASONABLE, NECESSARY, and possible even ADVANTAGEOUSTHE RIGHT ATTITUDE
It would be inconvenient for us…
It would be impossible for us….
You have every right to expect high quality in …
You are probably wondering how you can…THE RIGHT ATTITUDE
You made an astute choice Ms. Rehman.
People sometimes misinterpret the terms of the warranty.
Some of these figures need to be rechecked.THE RIGHT ATTITUDE
We have received your brokenclock.
Icannot understand what you mean.
Thedamagewon’t be fixed for a week.
There will be a delayin your order.
We have received the clock you sent us.
Please clarify your request.
The item will be repaired next week.
We will ship your order as soon as possible.Positive Phrasing