The Buffer

The buffer is integral to making bad news sound good.

The idea is to keep the person’s attention without raising their expectations by leading them to believe that they are about to receive good news (University of Houston – Victoria, n.d., Para. 2).

The buffer establishes common ground between you and the recipient (ibid.).  It is something you can both agree on (Guffey, M E, Rhodes, K,  Rogin, P,  2010).

An example of a buffer:

"Thank you for sharing your concerns about our rewards program."

as opposed to

"What do you mean you have a problem with our rewards program?"

 

Sources:

     Guffey, Mary Ellen, Rogin, Patricia,Rhodes, Kathleen. (2010). Business Communication: Process and Product, 6th Canadian Edition. Toronto: Nelson Education.

     University of Houston – Victoria. (n.d.). Bad news correspondence. Retrieved from http://www.uhv.edu/ac/business/bad.aspx