Negative Messages. . .Indirect Approach : Negative Messages. . .Indirect Approach Instructor
Ahmed Nour
Slide 2 : The Importance of the Indirect Approach It prepares the reader for the bad news through a buffer that helps soften the shock, then stating the reasons before mentioning the bad news itself. So the purposes of using the INDIRECT approach are: Easing the blow, and
Helping readers understand and accept the negative situation.
Slide 3 : The Writing Plan for an INDIRECT negative message Open with a buffer.
Provide reasons and additional information.
Cushion the bad news.
Close with a positive tone.
Slide 4 : A buffer is a neutral, noncontroversial statement that’s closely related to the main point of the message. 1. Open with a buffer What is meant by a buffer?
Slide 5 : Types of Buffers Agreement Good News Appreciation Fact Cooperation Understanding Praise
Slide 6 : Agreement Good News Appreciation Fact Cooperation Understanding Praise State a point on which you and the reader agree State the favorable part of the message State the action you have taken Express sincere thanks Show willingness to help in anyway Show that you understand the reader’s goals and needs Compliment an attribute or an achievement
Slide 7 :
Slide 8 : Stay on topic
Don’t write sentences that are very long and wordy.
Stay neutral and don’t use negative words.
Try to stay positive and assertive. Rules of Buffer
Slide 9 : 2. Provide reasons and additional information Providing logical explanation reduces feeling of ill well and improves the chances that the reader will accept the bad news.
Slide 10 : 2. Provide reasons and additional information Provide detailed specific information unless it is confidential.
Highlight reader’s benefit:
“To improve the service you receive, the fees has been raised.”
Slide 11 : 2. Provide reasons and additional information Avoid hiding behind company’s policy, but refer to company’s needs and preferences:
Instead of this : “Company’s policy requires us to promote from within.”
Use this: “We prefer to promote from within because it rewards the loyalty of our employees.”
Slide 12 : 2. Provide reasons and additional information Avoid negative expressions such as:
- claim,
- error,
- failure,
- fault,
- impossible,
- misunderstand,
- unwilling,… etc
Slide 13 : 3. Cushion the bad news Language techniques that can be used to reduce the impact of negative news include:
Positioning the bad news
Using passive voice
Using a conditional statement
Implying the refusal
Slide 14 : Positioning the Bad News DO NOT begin or end a paragraph with the bad news. Try to embed it in the middle of the paragraph.
Use a Subordinate clause to place the bad news:
“Although another candidate was hired, we appreciate your interest in our organization.”
Slide 15 : Using Passive Voice The advantage of using passive voice in delivering bad news is that it can describe an action without referring to a specific person.
Instead of this : “We do not give cash refunds.”
Use this: “Cash refund are not given these days because…”
Slide 16 : Using a Conditional Statement It helps to imply that the reader could have received, or might one day receive, a favorable response:
“If you had more experience, you would be accepted.”
Slide 17 : Implying the Refusal We cannot afford to continue the program. The program will conclude on May 1. Unfortunately, we must reject your proposal. We have accepted Arab Contractors proposal. Instead of this Try This We have to turn down your extension request . Please, send your payment by June 25.
Slide 18 : 4. Close with a positive tone It promotes goodwill and helps keeping your customer. It may include:
Forward optimistic look
“We look forward to working with your talented staff.”
Special offers
“We’ve enclosed a 10 % discount coupon you can use on your next purchase.”
Good wishes
“Good luck in your search to find the job that suits your skills and qualifications.”
Slide 19 : Closing Rules Don’t apologize and be confident.
Don’t leave it open for further communication, but leave it open for further business.
Avoid the following sentences:
“We hope you continue to do business with us.”
“Please, contact us if you have anymore questions.”