8.4 Direct Approach Bad-news Messages
We’ve so far looked at expressing bad news using the indirect approach, but is it ever right to deliver bad news using the direct approach? Are there occasions where you can or should be upfront about the bad news? In the following situations, yes, it’s certainly appropriate to deliver bad news by getting right to the point:
- When the bad news isn’t that bad:
- In the case of small price or rate increases, customers won’t be devastated by having to pay more. Indeed, inflation makes such increases an expected fact of life.
- If your job involves routinely delivering criticism because you’re a Quality Assurance specialist, the people who are used to receiving recommendations to improve their work will appreciate the direct approach. Some organizations even require direct-approach communications for bad news as a policy because it is more time-efficient.
- When you know that the recipient prefers or requires the direct approach: Though the indirect approach is intended as a nice way to deliver bad news, some people would rather you be blunt. “Give it to me straight, doc. I’m a grown-up. I can take it,” they might say. Since a message must always be tailored to the audience, getting permission for taking the direct approach is your cue to follow through with exactly that. Not doing so will arouse the angry response you would have expected otherwise.
- When you’re short on time or space: One of the hallmarks of the indirect approach is that it takes more words than a direct-approach message. If time is limited or you’re constrained in how much space you have to write, taking the direct approach is justifiable.
- When the indirect approach hasn’t worked: If this is the third time you’ve had to tell a client to pay their invoice and the first two were nicely-worded indirect messages that the recipient ignored, it is time to issue a stern warning of the consequences of not paying. You may need to threaten legal action or say you’ll refer the account to a collection agency, and you may need to put it in bold so that you’re sure the reader won’t miss it.
- When the reader may miss the bad news: You may determine from profiling your audience and their literacy level that they might not understand the indirect-approach bad news. If your reader doesn’t have a strong command of English vocabulary and misses words here and there, they may not pick up on the buried bad news past the mid-point of a challenging message.
In the above situations, structure your message following the three-part organization illustrated in Activity 8.3:
Activity 8.3 | Direct Bad News Structure
Of course, clarity and brevity in such messages are vital to maintaining friendly relations with your audiences (Guffey et al., 2016, p. 190).