This document provides guidance on writing different types of routine business requests and negative messages. It discusses four common types of routine requests: business orders, information requests, claims/adjustments, and references/recommendations. For negative messages, it recommends either a direct or indirect approach. The direct approach states the bad news upfront while the indirect approach uses a buffer statement first. It provides tips for de-emphasizing the bad news and maintaining a positive tone throughout.

1. MS Adila Hussain
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3. A routine request, such as a request for
information, is one of the most common
kinds of writing. A request is routine when (1)
you are not asking a special favor, and (2) you
expect your request to be accepted. In a
routine request, it is not necessary to try to
persuade your reader because saying “yes” to
your request is a routine part of your reader’s
job.

4. •
Business orders
•
Information and action
•
Claims and adjustments
•
References and recommendations

5. 


State your request
Clarify the order
Provide shipping information

6. 



State why you are writing
Explain the request
Ask for specific action
Offer reader’s benefits

7. 


State the problem
Provide verification
Propose a solution

8. 


State the Request
Provide a Resume
Say “Thank You”

9. In business writing, a letter, memo, or email
that conveys negative or unpleasant
information--information that is likely to
disappoint, upset, or even anger a reader.

10. Negative
answer to routine request
Negative organizational news
Negative employment messages

11. Overall strategy.
Use the direct approach when the situation is
routine(between employees of the same company)
Or when you know that the reader would prefer the
bad news first.
Use the Indirect approach in all other cases.
Adopt an audience-centered tone.



Positive wording
Respectful language
The “You” attitude

12. Approaches
 Direct
Approach
Direct Approach is an approach in which we
express the bad news at the opening paragraph then
the explanation of bad –news and at the end there is
a courteous close .
 Indirect Approach
A Indirect Approach conventionally begins with a
neutral or positive buffer statement before
introducing the negative or unpleasant information.
This approach is called the indirect Approach.

13. 


Bad News
Explanation
Courteous Ending

14. De-emphasize
State
the bad news
the bad news as positive as possible
Focus
on the positive
Avoid
blunt language

15. Show how the decision benefits your
audience.
Avoid apologies and expressions of
sorrow or regret.
Provide relevant details
Include only business reasons, not
personal ones.

16. Remind the reader of how his or her
needs are being met.
Keep the close as positive as possible.
Suggest actions the reader might take.
Keep a positive outlook on the future.

17. •Buffer
•Reason
•Bad
News
•Positive Close

18. Express appreciation, cooperation, or
understanding.
Avoid apologies and negative sounding words
Introduce a topic that is relevant to the
subject
Be brief and to the point.
Maintain a confident, positive, supportive
tone.

19. Thank you for taking the time to interview
with XYZ Engineering and Construction last
Friday. The screening committee enjoyed
meeting you and learning about your
extensive experience in the structural
engineering and construction field.

20. Show how the decision benefits your audience.
Avoid apologies and expressions of sorrow or
regret.
Provide relevant details
Include only business reasons, not personal
ones.

21. 
De-emphasize the bad news

State the bad news as positive as possible

Focus on the positive

Avoid blunt language

22. As you know, we interviewed many qualified
candidates, including you, and were pleased
with the wide breadth of experience
represented by the group. Because of our
interest in developing the Chinese
market, however, we have decided to hire one
of the applicants who is proficient in the
Chinese language.

23. I am sure that with your particular experience
in the domestic market, you will soon find a
position that will capitalize on your expertise.

24. 1.
2.
3.
Remind the reader of how his or her needs are
being met.
Keep the close as positive as possible.
Suggest actions the reader might take.
Keep a positive outlook on the future.

25. Thank you again for your interest in XYZ
Engineering and Construction. We wish you
the best in your future career.

26. 
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