Direct and indirect approach in business communication

How do you communicate with your peers, colleagues, employers, and friends?

Do you ever stop and think about it?

Generally speaking, there are two ways to communicate with people: direct and indirect. You've probably heard of these terms before, but perhaps you are still confused about when and how to use these styles.

In this article we will look at both of them, and we will discuss and demonstrate which are the best approaches to use in a business environment, when and how.

Direct approach

Let's start with the most straightforward one, the direct approach.

Hi Ellie,

I need your support in finding appropriate material for the next lesson.

Do you know of any articles or videos I can use?

The topic is “Renewable energy in a changing word”.

Anxious to get started...

Thanks for your help,

Alex

In this email, Alex is using the direct approach: he states his request directly, because it's a neutral message. I am not going to get offended or upset when reading his email – quite the opposite, I'd say – therefore he has not need to hide the real purpose of his email.

When to use the direct approach, then? When messages have neutral or positive intentions, when making a simple request, when giving directions/orders, when requesting an action.

More examples:

You've passed the exam. Congratulations! Graduation on Monday

Call Mark to get more information about the project

Your new office is on the third floor. Please follow directions given

How to use the direct approach effectively using this simple pattern:

Start with giving your news or making a request; remember to be confident in your delivery, this is usually something the receiver is happy to hear. Follow up with an explanation or extra details, if needed, to clarify the situation. End the message with a friendly remark or a simple statement of action.

Let's look at the email again:

Request: I need your support in finding appropriate material for the next lesson.

Extra details: Do you know of any articles or videos I can use?

Clarification: The topic is “Renewable energy in a changing word”

Action: Anxious to get started...

Friendly remark: Thanks for your help

As you can see, easy and straightforward! Why don't you try and write some examples yourself?

Indirect approach

The indirect approach is a more refined and subtle technique.

Let's look at it using a real-life situation as an example:

You have just got the result of a very important test, and it is not good news. As soon as you get home, your mum asks how it went. What do you do? How would your mum react if you told her you failed using the direct approach? Nevertheless, you cannot lie, but you can soften reality using the indirect approach.

Oh mum, the test! It was actually a very difficult one, half of the class failed it, unfortunately. I was up all night revising, I was so tired and tense and I didn't pass it! But don't be upset, we were given the opportunity to resit the exam in 30 days! Be reassured, I won't fail it this time.

We all know how parents are, by the time you have finished the first sentence, they know bad news are coming. You're not trying to hide the truth, you are preparing them to be disappointed, giving them time, let's say, to take a big breath and control anger.

It works exactly in the same way in a business environment.

But first, let's look at the different elements of the indirect approach:

Buffer: it's neutral information that prepares the listener for what is bound to come, the bad news; in our example it would be Oh mum, the test! It was actually a very difficult one, half of the class failed it, unfortunately.

Reason: people like to know why something happens, offering reasons will make the bad news easier to accept. In our example I was up all night revising, I was so tired and tense...

Bad news: once the listener/reader has been prepared, you can give the bad news. Do it quickly and succinctly, you don't need to dwell on it! ...and I didn't pass it! Simple.

Redirect: you want to move on quickly, and don't bring up again the bad news. Instead, focus on a positive future, more opportunities, good will. In our example, But don't be upset, we were given the opportunity to resit the exam in 30 days! Be reassured, I won't fail it this time.

The structure of the indirect approach is, therefore, pretty simple: buffer, reason, bad news, redirect. It's very important that you follow this scheme in the right order, so to make it 100% effective.

Now let's look at examples of indirect approach in a business environment.

An email to a client: you need to tell them that what they ordered is currently not available. How do you do it? You guessed right, indirect approach.

Dear Mrs/Mr...

Thank you for your interest in our product, our new carbon turbine blades.

Unfortunately, due to current high demand, they are in back-order.

We did have already placed an order of a 100 of them, and we anticipate being able to ship the new blades by early next week.

Sincerely,

EP

As you can see, we are following the pattern explained above:

Buffer: Thank you for your interest in our product, our new carbon turbine blades.

Reason: due to current high demand

Bad news: they are in back-order.

Redirect and close: We did have already placed an order of a 100 of them, and we anticipate being able to ship the new blades by early next week.

When speaking, the direct approach may happen more quickly, going directly from buffer to news – highly depending on how bad the news are! If you have to fire someone, you'll probably need to give some reasons before the bad news.

To conclude, make sure you remember:

When: use indirect approach when giving bad news

How: buffer, reasons, bad news, redirect, and close.

Remember that giving reasons for the bad event is a powerful tool! People like to know why something is happening, especially if it is not satisfying their expectations.

Try the indirect approach when communicating with business partners!

A cultural note!

Always keep in mind who you are talking to when choosing a more direct or indirect approach.

As an Italian, I prefer people to get to the point straight away, as most Italians, Germans, Spaniards, Americans, and Australians do. Just say it as it is, no decorations needed.

In more indirect cultures, as Chinese, Japanese, Saudi Arabians, or Indians – for example – you better be safe and use the indirect approach, giving plenty of reasons to justify the bad news!

How can you mitigate your nature and make sure you do not offend anyone, though? It's not easy, but it is feasible.

Let me give you some tips.

If you are a direct person dealing with indirect people:

Soften your statements, gradually mitigate adverse news. Indirect people will easily read between the lines.

Similarly, learn to 'listen' between the lines; indirect people will sound vague to start with, especially if you are unfamiliar with the approach.

Avoid outright demands for answers, such as “Why/why not?” “When can you do this?” “Do you agree or not?” and so on; try to be more diplomatic and you will obtain the same results: “Could you tell us a bit about your position on that?” “Would you be able to tell me when this project will possibly be completed?”

Be patient, just be patient! Cultures who use the indirect approach, often need to confer with other people before giving an answer. So please, be patient. Your answer will come.

If you are an indirect person dealing with direct people:

Remember that they feel more reassured by a sincere answer than a smooth let-down; to them, it's a sign of trust.

Specific questions or requests are NOT a sign of aggression, most of the time they are trying to tell you that they do not feel comfortable in that situation. Oftentimes, they could even worry that you are misleading them or being insincere.

Be diplomatic if you must, but make sure your counterpart understand the implications of the information you are giving; direct people struggle to understand hidden meanings, and it can be exhausting for them to decipher what you are saying.

If you cannot give an immediate response, reassure them on the fact that you will indeed get back to them and, where possible, give a time-frame.

Always make sure you adapt your style to your speaker, so to not end up in embarrassing situations, or, even worst, losing potential business!