How should you use the indirect approach to structure negative or sensitive messages?
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Here's an article on an important writing skill, one which you can especially use when writing emails to customers and colleagues. Show
Giving and receiving bad news is an unhappy fact of business life because it disappoints, irritates, and even angers both the givers and the receivers. So, it must be written carefully. The negative feelings associated with bad news can be reduced if the reader knows the reasons for the rejection, and the bad news is revealed with sensitivity. Three Basic Goals in Communicating Bad News A. The reader must accept the bad news. The Direct Approach to Breaking Bad News This is an approach which states the bad news at the beginning of the message. Starting with the bad news at the beginning has the advantage of requiring the audience to spend less time before reaching the main message. Memos are often organized so that the bad news comes before the reasons. Often in business people expect internal correspondence to be brief and direct, regardless of whether or not the news is positive or negative. But you still need to use a tactful tone, to focus on the reasons, and a courteous close. Messages using the direct tone tend to communicate the feeling that the writer is firm and strong, so they are often most appropriate in situations where it is a memo to a subordinate or a colleague, rather than a superior. However, the direct approach is appropriate if you know that your boss prefers internal messages to get right to the point. It is also appropriate if the message has little personal impact, and if you want to make your point in an emphatic (strong) way. When you write a message using the direct plan, you can use this structure. State the bad news in the first paragraph, but don’t forget to refer to the background so that the reader is orientated to your message and then state the negative message in the first paragraph. Make sure you give the background to the negative message, state the problem clearly and politely. You can say; Thank you for your memo yesterday regarding the schedule drawn up by the working group committee on Health Protection. Although we will be able to comply with most of the deadlines set, unfortunately we may not be able to meet some of them. Outline reasons supporting your negative message; cover the more positive points first, then move to the less positive ones. Provide enough detail for the audience to understand your reasons. But be concise; a long, roundabout explanation may make the audience impatient. You can say; In point 2 on your schedule you request that the Health Protection Plan Guidelines should be completed and printed by 31 December 2005. However due to some problems with our printers, we will not be able to meet this deadline, but they have promised to complete the job by 15 January. Also, in point 5 of your schedule you request that the information is released on 5 January 20xx, but due to staff leave we will not be able to release the guidelines then. We suggest that they are released on 10 January instead. End with a positive close; after giving the reasons your job is to end the message on a more upbeat note. You might propose a solution, outline further action, or express the hope that the working relationship you have enjoyed in the past will continue, if this is appropriate. You can say; I hope that these alternatives will be acceptable to you. This will still give us ample time to circulate the Health Plan Guidelines in February, and to prepare the report by 20 March. That's it for now. Until next time.
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. Direct approachThe 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! What is the indirect pattern for a negative message?The indirect method is an approach where negative news is delivered with a positive buffer statement before proceeding with the bad news. A buffer statement is a sentence that is used to cushion the bad news. It can contain some positive news or a carefully worded cautionary statement.
Should negative messages be conveyed with the indirect approach?Delivering negative news involves a buffer or cushion statement, an explanation, the negative news itself, and a redirecting statement. Whether you choose a direct or an indirect approach, the message should be delivered clearly and concisely, with respect for the receiver and the organization.
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.
How can a writer use the indirect approach in a message?If you use an indirect approach, you add some kind of buffer, or padding, before you deliver your message. Such buffers usually express appreciation or understanding, although they can also present a neutral factual statement.
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