Direct and Indirect Approaches

©2007 by the McGraw-Hill Companies, Inc. All rights reserved.

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©2007 by the McGraw-Hill Companies, Inc. All rights reserved.

9Directand

IndirectCommunication

Strategies

McGraw-Hill/Irwin

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Why Use Direct or IndirectCommunication Strategies?

Direct communication strategy

◦ stating important points quickly, usually in the beginning of a message

Indirect communication strategy

◦ delays important points until after they have been explained

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Why Use Direct or IndirectCommunication Strategies?

© Alan Schein Photography/CORBIS © Lester Lefkowitz/CORBIS

Sometimes the direct approach is best when the message is positive and you want to get straight to the point. However, when the message is negative, the indirect approach may be a better strategy.

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Direct Strategy

• When Should I Use the Direct Strategy?− audience pleasing message

− neutral message

• Components of Direct Messages Main idea Justification, explanation, and details Courtesy close

• Direct, Not Rude

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Direct Strategy

• Steps for Writing a Memo, Letter, or E-Mail Using the Direct Strategy

1. Deliver main idea

− clearly

− straightforwardly

− immediately

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Direct Strategy

• Steps for Writing a Memo, Letter, or E-Mail Using the Direct Strategy (continued)

2. Continue to

− express audience benefits

− use positive language

− justify and support message’s overall purpose

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Direct Strategy

• Steps for Writing a Memo, Letter, or E-Mail Using the Direct Strategy (continued)

3. Finish message with

− deadline for a response

− details for contacting you

− goodwill closing

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Types of Direct Messages

Requests for information or action

◦ request at the very beginning of the message followed by a detailed explanation of its purpose

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• Steps for Writing Request Messages

1. State the request clearly and directly

2. Provide a brief but thorough explanation

3. Close the message politely with− any desired action

− date for response

− contact information

− appreciation for the reader’s help

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• Sample Request for Information

• Sample Request for Recommendation Letter

Claims and positive adjustments◦ begin immediately with the claim or the requested

adjustment followed by support for the claim, explanations, and evidence that prove its validity

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• Steps for Writing Claims and Adjustment Messages

1. Describe the problem

2. Provide an explanation

3. Close the message politely

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• Sample Requested Adjustment

Directives and policy statements

◦ messages about company changes that are stated directly, followed by an explanation and reader benefits

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• Steps for Writing Directives and Policy Messages

1. State directive− clearly− directly

2. Provide an explanation− emphasize benefits

3. Close the message positively− express appreciation

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• Sample Policy Statement

Good news, goodwill, and social messages◦ recognize the contributions individuals have made to

the company and include the main purpose followed by specifics concerning the event or purpose

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Goodwill and social messages recognize the efforts people have made on behalf of the company and focus praise or attention on them.

© V.C.L. Getty Images

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• Steps for Writing Good News, Goodwill, and Social Messages

1. Write promptly

2. Express sentiments

3. State primary at beginning

4. Provide brief but specific details

5. Keep focus on the reader

6. Close message appropriately

7. Refer to your future relationship

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• Sample Goodwill Message

• Sample Negative Message

• Negative Direct Messages

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• Steps for Writing Directives and Policy Messages

1. State negative news directly at beginning

2. Provide explanation, rationale, or details

3. Offer alternatives or potential solutions

4. Close message politely

• When Should I Use the Indirect Strategy?

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Indirect Strategy

• Steps for Writing Indirect Negative Messages

1. Begin your indirect message with a buffer

Buffers

◦ statements added early in a message and include good news, points of agreement, statements of appreciation, assurance of cooperation, and recognition of the audience’s point of view

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Indirect Strategy


2. Follow the buffer with reasons

Reasons

◦ follow buffers in a message and include facts, policies, and reader benefits

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Indirect Strategy


3. Deliver the bad news

Bad news

◦ should never be stated bluntly, can be implied, and should not be highlighted unless you are concerned that the audience may miss it

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Indirect Strategy


4. Finish the message with a positive close

Positive close

◦ follows the main points and reasons offered in a message to provide a goodwill statement or alternatives

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Indirect Strategy

• Problems with Negative Indirect Messages

− Should I apologize?

− Should I anticipate problems?

− Should I encourage further communication?

− Avoid sounding unsure

− Don’t sound selfish

− Never blame anyone

− Avoid using fillers

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Types of Negative Indirect Messages

Refusals/denials◦ the most common negative messages

• Sample First Draft and Revised Refusal E‑Mail Messages

Collections◦ messages that focus on recovering that which

belongs to the company

• Sample Collection

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• Sample Social Refusal

Social refusals

◦ focus on the honor you feel at being offered an invitation to speak or attend an event for which you are unavailable

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• Steps for Writing Persuasive Messages

1. Begin with attention-grabbing buffer

2. Provide compelling argument

3. Reduce resistance

4. Inspire action

5. Close on a positive note

• Sample Indirect Persuasive Message

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Types of Persuasive Indirect Messages

Sales messages◦ perhaps the most common persuasive messages and

can be very creative and appealing

• Sample Sales Message

Policy and directive changes◦ can be persuasive because employees tend to

better support change if they believe it is for their benefit

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• Sample Policy Directive

Fund-raising messages◦ need to be very persuasive and crafted carefully

because the benefit to the audience from supporting or funding your cause is often intangible

• Sample Fund Raising Message

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• Goals of Persuasive Indirect Messages

Goal

Generate attention (hook)

Arouse interest

Arouse desire

Reduce resistance

Push for action

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Questions

Documents

Direct and Indirect Approaches