Business messages: Indirect approach

On this page

• Contexts in which to use the indirect approach
• Neutral opening
• Explanation
• Bad news
• Goodwill close with alternative solution
• Example of a bad news message using the indirect approach
• Additional information

Contexts in which to use the indirect approach

In business communications, whether written (letters, emails) or oral (meetings, phone conversations), you sometimes need to convey a message that is negative in impact, a message that the receiver will see as bad news. For example, you might need to make an unwelcome announcement or refuse a request.

When conveying bad news, you should use the indirect approach to organize your message. In the indirect approach, the message has four sections:

• a neutral opening
• an explanation
• the bad news statement
• a goodwill close

These sections are discussed in detail below.

Neutral opening

In other types of messages, it’s usual to put the main idea first. But in a bad news message, avoid stating the main idea (the bad news) in your opening!

With your opening and the explanation that follows, you want to create a buffer that will lead up to the bad news gradually and thus lessen its impact. For that reason, you need to make sure you don’t shock your reader by giving the bad news right up front, without any preparation.

At the same time, you want to avoid sounding too positive and possibly leading your reader to expect good news (in which case, the bad news will come as even more of a shock!).

The best opening for a bad news message is just a neutral statement of fact, like one of the following:

• We have received your order for the Heavenly Home sectional sofa in Opulent Orange.
• I was honoured to receive your invitation to speak at the March meeting of the Pleasantville Philatelic Society.
• As many of you are aware, the unusual number of thaw-and-freeze cycles this past winter has affected the surface on the northeast section of the parking lot.

Explanation

In the second paragraph, give a complete explanation that leads up gradually to the bad news.

Most importantly, your explanation needs to show the receiver that the bad news is the logical and inevitable outcome of the circumstances you are describing. By the end of the explanation, the receiver should be able to see the bad news coming and will be prepared for it.

Below are some examples of explanations that make clear how the circumstances described will logically result in bad news:

• The Opulent Orange shade came only in a synthetic fabric that did not meet our standards for durability.
• As it happens, my recent series of articles in Postage Stamp News has generated a certain amount of interest. I’ve already accepted some speaking engagements, and one of those commitments falls on the same date as your March meeting.
• The degraded asphalt is so bad in places that it constitutes a risk to both vehicles and pedestrians, and has given rise to several expressions of concern from employees in the past week.

Bad news

In the same paragraph, immediately after the explanation, state the bad news. To emphasize how the bad news results logically from the explanation, begin with a result transition:

• The Opulent Orange shade came only in a synthetic fabric that did not meet our standards for durability. As a result, that shade has been discontinued and is no longer available.
• As it happens, my recent series of articles in Postage Stamp News has generated a certain amount of interest. I’ve already accepted some speaking engagements, and one of those commitments falls on the same date as your March meeting. For that reason, I’m afraid I can’t accept your kind invitation to speak to the Society in March.
• The degraded asphalt is so bad in places that it constitutes a risk to both vehicles and pedestrians, and has given rise to several expressions of concern from employees in the past week. We have therefore hired a contractor to repair the northeast corner, which will remain closed for one to two weeks, until the work is completed.

Bear two guidelines in mind when writing the bad news statement.

First, to avoid encouraging resentment on the part of the receiver, don’t use negative or blame-laden words: unfortunately, regrettable, inconvenience, failed, etc.

Second, don’t apologize here (or anywhere else in the message) for something you didn’t cause and couldn’t have prevented. If the bad news is a logical outcome of circumstances in which you or your organization are not at fault, you have no reason to apologize. And apologizing might be seen as an admission of responsibility, which could have legal implications in some situations.

Goodwill close with alternative solution

The goodwill close has two parts and may extend over two paragraphs, depending on the length.

In the first part, try to offer an alternative solution or some form of compensation:

• However, the Heavenly Home sofa is still offered in these popular shades: Indolent Ivory, Scintillating Silver, Baltic Blue, Elegant Emerald and Mesmerizing Melon.
• But so far, I am free after March and would be available to speak at your monthly meeting in April or May, if either of those dates is suitable.
• Meanwhile, employees with designated parking spots in that area of the lot will be given passes to park free of charge in the nearby municipal lot.

Then finish with one or two goodwill statements to help maintain friendly relations with the receiver:

• If you would like to order the sectional in one of these colours instead, we would be more than happy to assist you. Thank you for your interest in our products.
• I look forward to meeting with you on an alternative date.
• Thank you for your usual cooperation. We can all look forward to a safe, smooth surface when the northeast section of the lot reopens!

Example of a bad news message using the indirect approach

The message below is organized according to the indirect approach: a neutral opening; a clear and logical explanation, followed by the bad news statement; and a goodwill close that offers an alternative solution and seeks to retain the receiver as a customer.

Additional information

• Correspondence and addresses – Guidelines and resources
• Business letters: Body of the letter
• Business messages: Direct approach