CMN 279 Lecture 18: Using the indirect writing plan
31 Aug 2016
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Using the indirect writing plan: more commonly used, use an indirect approach when, you don"t know the reader well, the news isn"t anticipated by the reader, you expect a strong negative reaction. Provide an explanation: break the news, close with a goodwill statement. Bad news buffers: neutralize bad news, establish rapport, reduce shock, types of buffers, expression of appreciation, good or neutral news, general principle or fact, recap of past communication. Statement of agreement or common ground: apology or statement of understanding, compliment. For a serious inconvenience: apologize early in the message, keep it brief, clear, and sincere. For minor errors or unavoidable circumstances: consider an explanation instead of an apology. Refusing requests: buffer the opening, give reasons. Soften the bad news: offer an alternative, tell them what you can do, renew goodwill. Turning down job applicants: thank applicant, can comment on quality of applications, give reasons for choice if possible. State bad news: close gently with encouragement.
