Buffer statements are designed to soften the unfavorable news and establish some common ground with the receiver. Buffers are critical to the effectiveness of the indirect approach. Their use helps you to begin your communication on a positive note and to avoid an emphasis on the negative. The following opening was used by a company in rejecting a request for funding from a community service organization. The impersonal tone and emphasis on the negative decision early in the communication make it a poor example of a buffer.
In response to your October 3 letter regarding funding for your voluntary action center, we regret to inform you that our company cannot make any allocations for external projects at this time. We do not expect any change in this perspective over the next six months.
A more effective introduction to this communication is shown below. Notice how effectively the buffer remains neutral, yet positive, and makes no specific reference to the unfavorable request at this point.
We were pleased to receive your October 3 letter requesting funding for a community voluntary action center. Your organization is to be commended on a well-researched and documented proposal. Our community could certainty benefit from the organization of more volunteers to help with our growing social services.
In response to your October 3 letter regarding funding for your voluntary action center, we regret to inform you that our company cannot make any allocations for external projects at this time. We do not expect any change in this perspective over the next six months.
A more effective introduction to this communication is shown below. Notice how effectively the buffer remains neutral, yet positive, and makes no specific reference to the unfavorable request at this point.
We were pleased to receive your October 3 letter requesting funding for a community voluntary action center. Your organization is to be commended on a well-researched and documented proposal. Our community could certainty benefit from the organization of more volunteers to help with our growing social services.
