Lecture Business communication design - Chapter 9: Direct and indirect communication strategies

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Chapter 9 - Direct and indirect communication strategies. This chapter provides knowledge of: Why use direct or indirect communication strategies? Direct strategy, types of direct messages, Indirect strategy, types of negative indirect messages, types of persuasive indirect messages.

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Nội dung Text: Lecture Business communication design - Chapter 9: Direct and indirect communication strategies

2/e P P T ©2007 by the McGrawHill Companies, Inc. All rights reserved.
9 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 beginning of a message  Indirect communication strategy ◦ delays important points until after they have been explained 3
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. 4
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 5
Direct Strategy • Steps for Writing a Memo, Letter, or E-Mail Using the Direct Strategy 1. Deliver main idea − clearly − straightforwardly − immediately 6
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 7
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 8
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 9
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 reader’s help 10
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 11
Types of Direct Messages • Steps for Writing Claims and Adjustment Messages 1. Describe the problem 2. Provide an explanation 3. Close the message politely 12
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 13
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 14
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 15
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 16
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 17
Types of Direct Messages • Sample Goodwill Message • Sample Negative Message • Negative Direct Messages 18
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? 19
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 20