What are the advantages of using an indirect approach instead of a direct approach for negative messages?
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There are two approaches you can use to deliver a negative news message–the direct approach and the indirect approach. We’ll go through each of these in turn. The direct approach is often used when the audience values brevity, the
message needs to be concise, the message is very complex and might not be understood easily, the message is related to a known issue or problem (and bad news won’t be a surprise), or you’re terminating a business relationship. As shown in Figure 4.11.1, the bad news is announced in the opening or introduction of the message. Figure 4.11.1 An example of a bad news message delivered using the direct approach
Indirect approachWhen the bad news may have a significant impact on the recipient or you don’t know them very well, you may prefer to use the indirect approach. Figure 4.11.2 shows an example of a bad news message delivered using this approach. Figure 4.11.2 An example of a bad news message delivered using the indirect approach The indirect approach for delivering bad news has five main parts:
We’ll go through each of these parts in detail. Buffer statementThe first part of a negative news message, verbal or written, is a buffer statement. It provides neutral or positive information. It sets the tone and often serves as a cushion for the information to come. It is important that the buffer not be overly positive because this can be misleading or set up the reader to expect a positive news message instead. ExplanationNext, an explanation discusses why there is an issue. This may be relatively simple, quite complex, or uncomfortable. While an explanation is important, never admit or imply responsibility without written authorization from your company cleared by legal counsel. Try to avoid labeling the bad news, such as calling it inconvenient or disappointing, because this can assume the feelings of your reader and create a negative impression. The person receiving the message may not have felt badly about receiving the news until you pointed out that it was indeed inconvenient or disappointing. Break the bad newsThe third part of the negative news message involves the bad news itself, and the emphasis here is on clarity and accuracy. While you want to break the bad news clearly, try not to spotlight it. Redirect or provide alternativesThe fourth part of a bad news message is the redirect, where you refocus attention on a solution strategy, possible alternatives, or the subsequent actions that will take place. End politely and forward-lookingLast, you want to end your message politely and looking to the future. Don’t mention the bad news again! Writing a negative message is still subject to the three-step writing process of planning, writing, and completing as with
other business messages. When developing the negative message there are usually five goals to keep in mind: get the bad news to the audience, gain acceptance to the bad news, attempt to keep a good relationship with the audience, maintain a good image for the organization, and lastly try to eliminate the need for future correspondence. In addition to these goals it is also very important to consider what approach to use; indirect or direct. How to Choose Direct or Indirect A.) Will the bad news be a shock to the audience? If the audience understands there is a possibility of getting bad news, the direct approach is best. The indirect approach will be effective for readers that will receive the bad news as a shock. This approach will ease them into it and help prepare them. Also, it expresses to the reader that you are concerned about their feelings and how they may be hurt. (Gail Marie Article) B.) Do you know the audience’s preference? If the reader is someone who likes things that are short, clear, and to the point utilize the direct approach. C.) Is it important news? If the bad news carries serious consequence, or the audience is emotionally involved the indirect approach will be less harsh. Yet, if the news is routine and not as serious the direct approach will suffice. D.) Need to keep the Relationship? Since the indirect approach helps soften the blow, this approach helps to keep good working relationships. E.) Have to get the Audience’s attention? After audiences have been provided with several indirect approaches, the direct approach will help to assure to get their attention. Additionally, in cases where firmness and strong tone is needed as well as times of crisis, the direct approach is the best approach. F.) Does your organization have a preference? Some organizations have a specific style they ask employees to use. Yet, ultimately it is up to you to recognize who exactly you are talking to and what is the best approach. How to Format the Negative Message  The Direct Approach Overall, this approach works best when the audience will be accepting of the main point and not opposed
to it. (Gail Marie Article) When using the direct approach: 1.) Open with the Bad News The Indirect Approach: When using the Indirect Approach: 1.) Open with a Buffer In any case it may be helpful to have your letter read by a fellow employee to ensure the tone, news, and message you are trying to get across is conveyed properly.(James Lemoine Article) References Excellence in Business Communication - Thill and Bovee, 9th edition Chapter 9, Developing Negative Messages p. 244-247 “How to Write a Negative Message Memo” (James Lemoine Article) “Tips on Writing Direct
and Indirect Business Email” (Gail Marie Article) Photo Credit What are the differences between an indirect and direct approach for negative messages?The direct approach places the negative news at the beginning of the message, while the indirect approach packages the negative news between a positive introduction, sometimes called a “buffer” or cushion, and a conclusion. Your negative message may include the rationale or reasons for the decision.
When should you use an indirect approach in delivering a negative news message?Indirect approach. When the bad news may have a significant impact on the recipient or you don't know them very well, you may prefer to use the indirect approach. Figure 4.11. 2 shows an example of a bad news message delivered using this approach.
What is an indirect message or a negative message?In business writing, a bad-news message is a letter, memo, or email that conveys negative or unpleasant information—information that is likely to disappoint, upset, or even anger a reader. It is also called an indirect message or a negative message.
How do you use indirect approach effectively when conveying negative news?Using the Indirect Approach for Negative Messages. Open with a buffer.. Provide reasons/additional information.. Continue with clear statement of bad news.. Close on a respectful note.. |
