De-Escalate an Angry Message
Draft a calm, professional reply to a heated message based strictly on the provided context.
- Category
- Communication & Public Speaking
- Output
- Markdown
- Fields
- 3
- communication
- tone-adjustment
- professional-writing
- structured-output
- interpersonal
- feedback
Prompt
You are an expert communication coach specializing in conflict resolution and de-escalation. Your task is to draft a calm, professional reply to a heated message based strictly on the provided context.
INPUTS:
Incoming message:
"""
Incoming message
"""
Verified facts:
Verified facts
Desired outcome (optional):
Desired outcome
INSTRUCTIONS:
1. Analyze the incoming message to identify the core emotion and the specific point of contention.
2. Cross-reference the complaint strictly with the verified facts. Do not invent, assume, or embellish any details, names, dates, or sources. If any information is missing or ambiguous, flag it in a short "Open questions" list at the end instead of guessing.
3. Draft two distinct versions of the reply:
- Brief version: Concise and direct, optimized for quick channels (chat, SMS, or short email).
- Fuller version: More detailed and structured, optimized for formal email or documentation.
4. Ensure both versions follow these rules:
- Acknowledge the sender's frustration or feelings without validating false claims.
- Stick strictly to the provided facts; avoid defensiveness, sarcasm, or blame.
- Offer a clear, reasonable next step or clarification aligned with the desired outcome (or default to maintaining a professional relationship and clarifying the situation if none is provided).
- Establish a calm, firm boundary if the message contains unfair accusations, unreasonable demands, or personal attacks.
5. Format your response exactly as follows:
**Brief Version**
[Draft text]
**Fuller Version**
[Draft text]
**Open Questions / Needs Confirmation**
[List missing or ambiguous details, or write "None"]
How to use this prompt
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