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

Direct and Indirect Communication Strategies

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

McGraw-Hill/Irwin

Why Use Direct or Indirect Communication 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

Why Use Direct or Indirect Communication 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

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 messages overall purpose

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

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

Types of Direct Messages

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 readers help
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Types of Direct Messages

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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Types of Direct Messages

Steps for Writing Claims and Adjustment Messages
1. Describe the problem 2. Provide an explanation

3. Close the message politely

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Types of Direct Messages

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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Types of Direct Messages

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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Types of Direct Messages

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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Types of Direct Messages

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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Types of Direct Messages

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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Types of Direct Messages

Sample Goodwill Message Sample Negative Message Negative Direct Messages

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Types of Direct Messages

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 audiences point of view

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Indirect Strategy
Steps for Writing Indirect Negative Messages
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
Steps for Writing Indirect Negative Messages
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
Steps for Writing Indirect Negative Messages
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 Dont 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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Types of Negative Indirect Messages

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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Types of Negative Indirect Messages

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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Types of Persuasive Indirect Messages

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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Types of Persuasive Indirect Messages

Goals of Persuasive Indirect Messages Goal
Generate attention (hook)
Arouse interest Arouse desire Reduce resistance Push for action

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Questions

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