cushion word; softening phrase
A word or phrase used to soften a potentially awkward or negative statement, especially in business contexts. Common examples include 申し訳ありませんが (I'm sorry, but...) and あいにく (unfortunately).
See also: クッションワード
In business, using cushion words when refusing leaves a better impression.
"Unfortunately" is one of the commonly used cushion words.
Compound of クッション (cushion) and 言葉 (word, language). A relatively modern term used in business communication training.