Writing various types of

business messages –
informative, routine, positive, negative
business messages

Thursday 21st October, 2021

MGMT 3024
Business Communication
 Writing Process Step II 2

The 3-Step Process

Review

Plan Write Complete

i. Adapt message to
maximize audience
impact

ii. Compose
message – use
effective words,
coherent structure
 Writing messages 3

AGENDA for Today

How to write ..
• Informative messages
• Positive messages
• Routine messages

How to write …
• Negative messages
 Writing messages 4

Points to Remember …

• Your message is competing with many

other messages
• People forget ⅔ of what they heard or
read within 24 hours and almost all of it in
a month, so….
• Build your written message on two or
three points they will remember
 www.website.com 5

Types of messages…

Informative messages
• Convey information to the reader
• The reader’s basic reaction is neutral
• Does not require the reader to take action
Positive Informative Message
• The reader’s reaction will be positive
• Does not require reader to do anything
Your goals for informative
messages…

• Provide information or • To build a positive

reassure the reader image in mind of
reader
• To transmit the
message for clear • To promote a good
understanding relationship between
writer and receiver
• To de-emphasize
negative elements so • To reduce/eliminate
reader views the need to future
message positively messages on same
subject
 www.website.com 7

Examples of messages…

Informative messages
• Providing students/staff with the course
schedule
• A COVID/Vaccination leaflet
• Frequently asked Questions (FAQ) page
Positive Informative Message
• Letter advising person of a reward/prize won
• Memo sharing the success of a team member
How to organize informational & positive
informational messages…

1.Share good news first, with main points

2.Give additional details, clarification, background

3. Present any negatives, limitations, requirements to

benefit
4. Include benefits to the reader – be clear and convincing

5.Use a good will ending: make it positive, upbeat,

forward-looking, focused on the reader
An Example
Dear Mrs. Jones:
We are excited to share some great news! You are the recipient of our
company’s Loyal Customer Award. This recognizes that you have been
shopping with us for 25 years.
This award includes multiple benefits. At your next shopping visit, you will
benefit from complimentary groceries to the value of $250. You will receive our
VIP status that entitles you to one year of a 25% discount every time you shop
after that. Further, for the entire year, you will be allotted a special parking spot
near to our main entrance, as well as on-demand assistance to carry your
groceries to your vehicle.
Please visit our office when it is convenient so your VIP card could be
processed. You would use the card to access your benefits. For your safety,
only you can use this card. You should present it whenever you shop.
Thank you for your continued loyalty to Shoppers World Supermarket. We look
forward to making this coming year your best shopping year yet!
Sincerely
 www.website.com 10

Examples of messages…

Routine messages
• Asking for information and/or specific action
• Responding to requests for info. and/or action
e.g. job letter, recommendation, product info.
• Sharing routine information e.g. project update,
meeting announcement
How to organize routine business messages…

1.Begin with main idea: Clear, concise, the key

message

2. Provide necessary details and explanation –

explain clearly, maintain supportive tone, embed negative statements
and balance with positive alternative,

3.End with courteous close –

show that you have customer well being in mind; tell reader how to proceed

and encourage prompt action

25 September 2021
To: All Permanent secretaries, Heads of Department
From: The Budget Director
Subject: Completion of Budget Estimates for 2022
Colleagues, you are reminded that all estimates for 2022 must be completed and submitted by 30
October, 2021. Your ministry’s budget documents should be submitted electronically to your
respective Budget Officer.

The blank Budget templates were emailed to you on August 30, 2021. While the packages contain
instructions for filling in your data, you are welcome to contact your Budget Officer if you require
clarification.
Your submissions are important for the efficient operation of the public service. I encourage you to
work collaboratively with your Minister, the Budget Office, and the Heads of other Departments, to
develop a budget that can support the realization of both Ministry and Service-wide goals.
Best wishes for productive deliberations.
Other examples of Routine Messages
(neutral or positive)

• Memo to co-worker thanking for a job well done

• A document to help on-boarding of new
employee
• Correcting a misconception about your dept.
• Granting a special leave request
• Responding to customer claim – when it is your
fault, customer fault, third party fault
• Writing employee recommendation
Responding to claims –
Your fault
D DO DDdDON’T
• Always maintain a sincere, • Don’t blame anybody in
professional tone
org. by name
• Know company policy before your
write • Don’t make insincere,
1. Acknowledge receipt of the exaggerated apologies,
complaint
2. Express sympathy with the • Don’t imply that it is
customer inconvenience or customer’s fault
frustration
3. Take or assign responsibility for • Don’t promise what you
resolving issue cannot deliver
4. Say how you are going to resolve it
5. Take steps, follow up with person
and with the organization
Responding to claims –
Customer fault
D DO DDdDON’T
Always maintain a sincere,
•
professional tone
• Don’t be condescending
e.g you failed to read the
• Know company policy before your write
instructions ; You should
• Decide priority (keep customer or stick
to policy) have known …..
Express sympathy with the customer
1.
inconvenience or frustration
• Don’t use an
2. Express willingness to resolve issue
accusing/blaming tone
3. Explain to customer correct product
usage/procedure AND respectfully
explain how customer could avoid
future problems
4. Act to solve
5. Close courteously
An Example – Customer at
fault
Dear Ms. Mason
Thank you for contacting us about your Fenty Beauty Foundation. Although your
online purchase does not include an exchange or free return, we can assist you
to do so at the Beauty Studio outlet closest to you.
It is challenging to determine your perfect colour foundation online due to
differences in colour perception on computer screens. We therefore recommend
that first-time customers opt for our complimentary in-store colour match
evaluation.
Please let us know which outlet you wish to visit, so that we may arrange for one
of the team members to assist you with both the colour analysis and product
exchange.
Thank your for your support of the Fenty Line of products. We are excited to
meet your beauty needs
Yours sincerely
Writing
references/recommendations

• Ensure you know the company policy!!

The goal of these letters is to convince reader the person has the
characteristics for the post. Good recommendations include: -
1. The candidate’s full name
2. Reference to the post the person is applying for
3. The specific duration, and nature of your relationship with the
candidate
4. Specific behaviour/activity examples to support the evaluation;
(not just characteristics)
5. Close with summary positive statement and your
communication details (for further questions, clarification)
Recommendation example

Dear Mr. Browne

I am pleased to recommend Susan Jones for the teaching position at All Saints
Primary School. Ms. Jones worked at the St. James Catholic School as a Grade 1
teacher for five years, during which she successfully completed the Teacher Training
Program.
As Principal, I have had many opportunities to observe, supervise, and mentor Ms.
Jones.
Her commitment to the success of her students was demonstrated in her efforts to
provide an individualized approach to treating their academic challenges. She could
be heard regularly offering motivational words to those in her care. She also
demonstrated skill and patience when interacting with the parents whose children
required special support.
Ms. Jones will be a valuable asset to your staff at All Saints. I am happy to answer
any additional questions. Please contact me at 461- 9999
Sincerely
Writing Negative
Business Messages
What are ‘negative messages’

• The information to be conveyed is negative

• Rejections, refusals
• Policy changes that affect persons negatively
• Requests that are intrusive, limit freedom
• Negative performance appraisal
• Disciplinary notice
• Product recalls, product defects
• Service error; employee bad behaviour
• Company scandal; takeover/merger news
Your goals when message is negative

• Deliver the bad news

• Support acceptance of the bad news
• Maintain goodwill
• Preserve the organization’s good image
• If possible or appropriate, minimize or eliminate
future messages on the matter
Parts of a Negative Message

Buffer Reason

NThe
Apology Negative Refusal
Message

Ending Alternative
Planning a Negative
message…
• Be clear on what the purpose of the message is
• Know your audience (will they take it personally)
• The medium is key – in person if possible; or a well-
constructed written letter

• Decide on a main message that goes beyond

the central negative message
The Appropriate Message Structure – Direct or
Indirect??

DIRECT – Bad news first INDIRECT – Bad news near end

• Low emotional involvement • Need to soften the blow
• News NOT a shock • High emotional involvement
• You are required to get to the • Considerable consequences
point
• Audience will be displeased
• Situation is routine or minor
• To maintain/preserve better
• Audience wants the bad news working relationship -
first
• Failed repeated indirect
messages – to get audience
attention
The Appropriate Message Structure – Direct or
Indirect??

DIRECT INDIRECT
• Bad/negative news first • Buffer
• Reasons • Reasons
• Additional info including a • Bad news
positive or hopeful angle
• Positive/Hopeful angle
• Positive / Respectful Close
• Positive/Respectful Close
Direct Approach Example –
Cancellation of Christmas Party for lack of funds
Dear Unit Managers
DIRECT The Board has decided to cancel the 2021 Christmas
Staff Party. This has become necessary because funds
1. Bad/negative news previously allocated for this purpose had to be diverted
first to assist with the COVID-19 Social Support Initiative.
A fun part of our annual party has been the gift
2. Reasons exchange, and units are welcomed to continue this
tradition among themselves. Additionally, you are unit
3. Additional info encouraged to discuss with your staff the possibility of
including a positive having self-funded get-togethers so that Christmas cheer
or hopeful angle could still be generated. We hope that in the New Year
our financial situation would improve and we could
4. Positive / have some sort of staff fellowship activity.
Respectful Close Thank you for your leadership this past year. Let us
continue to keep an optimistic outlook through this
period, as we guide our company to bigger, better
business.
Direct Approach Example –
Rejection of an application
Dear Mr. Peters
INDIRECT Thank you for considering Coopers & Liburd as a
place to develop your marketing career. After careful
1. Buffer consideration of the applications we received for the
position of Marketing Assistant, your application was
2. Reasons not among those shortlisted for an interview.
3. Bad news We appreciate your interest and I encourage you to
apply again if a compatible job opening is posted on
4. Positive/Hopeful our website in the future.
angle Best wishes for success in your career.
5. Positive/Respectful Sincerely
Close Jasmine Charles
HR Manager
About buffers…
Neutral, non-controversial statement that establishes
common ground and allows you to delay/soften the
bad news.
Examples of buffers
• Thanking the reader for something done e.g. thank you for
contacting us about your experience at the hotel
• Stating a general principle that applies to the situation
e.g. the benefit of punctuality to the org. (before announcing new
penalties for lateness)
• Reference to enclosures e.g. copy of policy or rules
About buffers…Examples

• Mention a positive attribute, element, or achievement e.g.

Our company has an impressive record of helping clients achieve
their financial goals….
• Agreement/shared perspective e.g. We are both aware of the
trying times facing bars and restaurants within this past year…
• Demonstrate Understanding of reader’s needs, goals, or
concerns e.g. We understand that UWI’s tuition fees have
increased by 20% this past year, and that for some students like
yourself, this may put a university education beyond financial reach.
• Careful Consideration of the problem – We have spent the
week observing the use of the office microwave…
• Cooperation/Willingness to help – The HR Dept is available to
assist team members achieve their development goals …
About REASONS….

• Should be clear and convincing

• Not necessary in all situations
• Should not be included if you have no good reason
• Should not be included if it makes the org. look bad
Reasons to avoid
“It is company policy”
“I cannot do this”
 About APOLOGIES….

• No explicit apology is needed if the error is small and

you are correcting it
• Do not apologize if you are NOT at fault
• If you apologize, make it early, make it brief, do it only
once, and be sincere.
NO BETTER
I am sorry that the items will not be ready on Due to a COVID exposure, the supplier’s outlet
Friday as promised has been closed for two weeks

I am sorry I did not respond sooner. I hope this I am sorry for the delay in my response
has not inconvenienced you
I am sorry for the delay. I had to wait for the We needed our latest sales figures to answer
sales figures to come in your question… Now that I have them, I can
tell you that…
Phrases to avoid in negative messages

• I am afraid we cannot…. (say what you CAN do)

• I am sorry we are unable to … (are you unable?)
• I am sure you will agree that… (don’t presume)
• Unfortunately… (message already negative.. Leave out)
• Won’t be fixed… (Say when it will be done)
• I see you are dissatisfied… (I recognize the item did not meet your
expectations)

• We haven’t received it… (the item has not arrived as yet)

• The figures are WRONG …(Please verify the enclosed statement and
provide us with a correct copy)
Ethics, Etiquette, and goodwill in the
context of negative messages
• Maintain important relationships
• Remain ethical – avoid delaying, downplaying,
or distorting bad news
• Respect and protect whistle-blowers – they
provide an opportunity to correct rule breaking,
poor practices, cover-ups, and fraud
• Do not respond to negative messages with
personal attacks on the messenger. Exercise
self-control