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©2007 by the McGraw-Hill Companies, Inc. All rights reserved.
 9
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

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 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

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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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 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

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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 audience’s 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
− 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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 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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