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©2007 by the McGrawHill Companies, Inc. All rights reserved.
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Direct and Indirect Communication Strategies
©2007 by the McGrawHill Companies, Inc. All rights reserved.
McGrawHill/Irwin
Why Use Direct or Indirect Communication Strategies?
Direct communication strategy
◦ stating important points quickly, usually in the
Indirect communication strategy
beginning of a message
◦ delays important points until after they have
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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?
• Components of Direct Messages
− audience pleasing message − neutral message
• Direct, Not Rude
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Main idea Justification, explanation, and details Courtesy close
Direct Strategy
• Steps for Writing a Memo, Letter, or E-Mail
Using the Direct Strategy
− clearly
− straightforwardly
− immediately
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1. Deliver main idea
Direct Strategy
• Steps for Writing a Memo, Letter, or E-Mail
Using the Direct Strategy (continued)
− express audience benefits
− use positive language
− justify and support message’s overall purpose
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2. Continue to
Direct Strategy
• Steps for Writing a Memo, Letter, or E-Mail
Using the Direct Strategy (continued)
− deadline for a response
− details for contacting you
− goodwill closing
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3. Finish message with
Types of Direct Messages
Requests for information or action
◦
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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
− any desired action − date for response − contact information − appreciation for the reader’s help
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3. Close the message politely with
Types of Direct Messages
• Sample Request for Information
• Sample Request for Recommendation
Letter
◦ 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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Claims and positive adjustments
Types of Direct Messages
• Steps for Writing Claims and Adjustment
Messages
1. Describe the problem
2. Provide an explanation
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3. Close the message politely
Types of Direct Messages
• Sample Requested Adjustment
◦ messages about company changes that are stated directly, followed by an explanation and reader benefits
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Directives and policy statements
Types of Direct Messages
• Steps for Writing Directives and Policy
Messages
− clearly − directly
1. State directive
2. Provide an explanation − emphasize benefits
− express appreciation
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3. Close the message positively
Types of Direct Messages
• Sample Policy Statement
◦
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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Good news, goodwill, and social messages
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
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7. Refer to your future relationship
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
• When Should I Use the Indirect Strategy?
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4. Close message politely
Indirect Strategy
• Steps for Writing Indirect Negative Messages
1. Begin your indirect message with a buffer
◦
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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Buffers
Indirect Strategy
• Steps for Writing Indirect Negative Messages
2. Follow the buffer with reasons
◦
follow buffers in a message and include facts, policies, and reader benefits
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Reasons
Indirect Strategy
• Steps for Writing Indirect Negative Messages
3. Deliver the 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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Bad news
Indirect Strategy
• Steps for Writing Indirect Negative Messages
4. Finish the message with a positive close
◦
follows the main points and reasons offered in a message to provide a goodwill statement or alternatives
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Positive close
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
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− Avoid using fillers
Types of Negative Indirect Messages
Refusals/denials
• Sample First Draft and Revised Refusal
‑
E Mail Messages
◦ the most common negative messages
◦ messages that focus on recovering that which
belongs to the company
• Sample Collection
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Collections
Types of Negative Indirect Messages
• Sample Social Refusal
◦
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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Social refusals
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
• Sample Indirect Persuasive Message
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5. Close on a positive note
Types of Persuasive Indirect Messages
Sales messages
◦
perhaps the most common persuasive messages and can be very creative and appealing
• Sample Sales Message
◦
can be persuasive because employees tend to better support change if they believe it is for their benefit
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Policy and directive changes
Types of Persuasive Indirect Messages
• Sample Policy Directive
◦
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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Fund-raising messages
Types of Persuasive Indirect Messages
• Goals of Persuasive Indirect Messages
Goal
Generate attention (hook)
Arouse interest
Arouse desire
Reduce resistance
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Push for action
Questions
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