Learning Objectives
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Recall our discussion about organizational patterns of communication introduced in Chapter 3.1: Choosing an Organizational Pattern.In Chapter 3.2, we looked more closely at the direct pattern of delivering information, which gets straight to the point of your message, without any preamble or contextualization. The direct pattern works best when:
Sometimes, however, you might be uncertain about how the reader will react to your message, or you might know that he/she will be upset or even angered by it. You might be required to deliver bad news or sensitive information that the reader may not want to hear but needs to know. In these cases, particularly if you are interested in maintaining a professional relationship with the reader, it is best to slow down and approach the task in a more indirect way. This week, we will focus on ways of delivering bad or unwanted news in a tactful, empathetic way that is reader-centered and as positive as possible. Introducing the Indirect PatternThe indirect pattern is particularly challenging because it requires that writers think deeply about what it means to create genuinely reader-centered texts. This focus on the reader is often absent from academic writing, as well as from everyday professional messages and conversations. Ordinarily, we tend to think more about what we want to say than how our reader will react (unless the reader is someone with whom we are closely acquainted, and whose feelings we want to protect). Most of the time, we don’t face serious consequences if we forget to think about our reader(s). For example, Harvard University can get away with sending a bad news message that begins, “We regret to inform that your application has been rejected” because
Sometimes, however, the consequences of not taking our reader’s potential reactions into consideration can be severe. A poorly judged or insensitively written message can result unwanted consequences, including:
For example, unlike Harvard University, a small business owner who offers private tutoring for individuals may need to approach even his/her least favourite clients with sensitivity and tact. Can you imagine how parents/guardians might respond to a message that begins, “I regret to inform you that I am done tutoring your badly-behaved child until you teach him some discipline”? Even if the message goes on to explain very clearly why the tutor feels this way, it’s unlikely that the parents/guardians will respond in a positive way to that reasoning (assuming they read beyond that first line). Instead of solving the problem of an unruly student, the tutor may have unintentionally created more problems—some of which might go beyond the loss of a client:
Clearly, understanding not only how to use the indirect pattern but when to use it is of vital importance if you want to communicate confidently, professionally, and successfully in all situations. When to Use the Indirect PatternThe indirect pattern is the most effective way to transmit information to an audience that is
By delaying the delivery of the bad or sensitive news and providing a positive opening that is immediately followed by reasoning and explanations, you give your reader a chance to connect with you in a positive way, understand your position, and begin to anticipate the bad news. In an ideal bad news scenario, the reader will anticipate and accept the bad news before you even deliver it. Using the Indirect PatternWhen using the indirect pattern, there is important work that needs to be done before you start writing your message. Take a few moments to analyse the situation and the needs/likely response of your reader:
Part 1: Intro & BufferA “buffer” is a person or thing that stands between other people/things in order to prevent conflict. In your indirect letter, you buffer is a neutral or pleasant statement that creates common ground or connection with your reader. However, it is important that the buffer is also relevant: don’t begin your letter by saying something inane like “I hope you are having a good day” or “Happy Monday!” (particularly since your message will likely ruin their day). Instead, you might begin with the best news, a compliment, a statement of appreciation, or a point of agreement or mutual understanding. When used effectively, a buffer
Part 2: The ExplanationOnce you have established a connection or common ground with your reader, it is important that you take time to develop this section of your message as well. The explanation presents your reasoning before disclosing the bad news. Again, it is important that you don’t rush this part of your message. Be sure to provide careful explanations, possible reader or third party benefits, or policy information. Edit your explanation carefully and make sure it is accurate and credible. Use positive language whenever possible. Show sincerity and fairness without resorting to apologies (which may sound insincere) or emotionally charged words like “unfortunately,” “devastating,” “with regret,” etc. When written effectively, the explanation will help you to
Part 3: Delivering the bad newsOnce you’ve written your explanation, you still have to deliver the bad news. Be sure that there is a clear statement of the details or decision: otherwise, your reader might misunderstand your message. Take care not to create false hope or delay the bad news until another occasion; eventually, you will have to deliver the bad news and your reader may interpret your earlier communications as deceptive. Although you want your message to be clear, there are a number of cushioning techniques you can use to soften the blow of the bad news:
Be careful to express/ imply the bad news only one time. Don’t repeat it, express deep regret, allude to it again, etc. That would emphasize the bad news and upset the reader even more. After you have cushioned the bad news in a tactful way, you might want to conclude this section of your message with additional information such as actions that the reader can take, alternative solutions to the problem, or possible opportunities for the future. Part 4: The ClosingOnce you have finished your explanation and delivered the bad news, there is one final step that must be taken. Be sure to end your message with a thoughtful, forward-looking statement. The purpose of this section is to leave your reader feeling as good as possible in the circumstances. Don’t ruin all your hard work by dwelling on/going back to the bad news – move on! You can move on and stay focused on the positive by
Don’t try to take the easy way out by saying, “Have a great day!” or something equally cheerful. As we saw in the beginning, this is both inappropriate and insincere since you have, likely, ruined their day (or at least the next few hours). By following these steps, you can minimize negative consequences and potentially create a positive opportunity. This kind of diplomacy and reader-focused writing will make you stand out from your peers, and will enhance your reputation with employers and clients. Key TakeawaysAlso review the key takeaways from the Direct Pattern explained in Chapter 3.
ExercisesDiscussion ActivityPlease read through the following scenario. Once you are familiar with the situation, create your own post/discussion response by answering the following questions:
Imagine that you are a full-time college student who tutors high school students to help pay for your tuition. One of your students has refused to do his homework for the past month and is rude and disruptive while you work with him/her. In addition to being incredibly frustrated, you feel that you are wasting time that could be better spent working with a student who genuinely wants your help. Write an outline for a letter to the student’s parents or guardians, who have paid for 3 months of tutoring in advance, telling them that you no longer wish to work with their child*. Be sure to follow the indirect pattern: these parents/guardians are extremely sensitive when it comes to their child, whom they feel has been misjudged and mistreated by teachers in the past. Further, they have gotten to know the parents of other students, so you don’t want them turning other parents against you! * Feel free to use your imagination to fill in the blanks (e.g. student’s name, age, and gender; parents/guardians’ names and situation; your past relationship with them; etc.). Which of the following is the first step to be taken while outlining your claim message?Which of the following is the first step to be taken when drafting your claim message? Identify the situation and lead into the problem.
When writing indirect claim messages whatever final words one chooses they should clearly show that?When writing indirect claim messages, whatever final words one chooses, they should clearly show that: the request is firm yet cordial and fair.
Which of the following is the first step when making a general plan for negative announcements?When faced with the problem of making a negative announcement, your first step should be to determine your overall strategy.
Which of the following is a guideline for composing tactful yet clear claim messages using an indirect approach?Which of the following is a guideline for composing tactful, yet clear, claim messages using an indirect approach? Avoid the use of words such as complaint or disappointment when introducing the problem.
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