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Identify the three criteria that effective buffers must fulfill. What are some statements that are often used as buffers?

Writer1

Sometimes negative information must be conveyed, particularly in the business world. Conveying the information, in the most diplomatic and professional way possible, is essential to maintain the integrity of the facility. Just as a bumper was designed to protect an automobile, a buffer was created to protect the sender (of the information) from the backlash its receiver may project. A buffer breaks the news, gently; it “gift wraps” the truth, making it easier to give and receive. According to Locker and Kienzler, “A buffer is a neutral or positive statement that allows you to delay the negative message.” (Business and Administrative Communication, 2013)  There are three criteria that buffers must fulfill:

1.      They must put the audience in a good frame of mind.

2.      They must give the bad news, but not imply a (false) positive message, either.

3.      They must provide a natural transition to the body of the message.

Here are some statements that are often used, in variations, as buffers:

         Our customers’ satisfaction is of the utmost importance.

         To better serve our customers, we are upgrading….

         We want you to know that we highly regard your business, therefore …

         Here at (business name), customer satisfaction is our number one priority, for that reason, we are…

         Protection of your confidential information is of vital importance to our company.

         Cyber-crime is a fast growing, international problem. To better protect our customers, we are implementing … 

You should only use a buffer when the audience values harmony or when a buffer serves a purpose (other than delaying the negative) (Business and Administrative Communication, 2013). Not everyone has the tactful integrity to create a buffer, so be sure to have another valued professional create, or at least review the buffer before sending it out.

Writer2

In business communication, messages are sent to inform, persuade, and sometimes to deliver good or bad news.  When delivering bad news, it is best not to start the message with a negative sentence, as readers do not respond well to negative messages. In such situations, it is best to use a buffer as a way to soften the blow. According to Locker and Kienzler, 2013) a good buffer will "put the reader in a good frame of mind" without stating the negative, but at the same time it is not delivering good news. It also tries to naturally "transition to the body of the letter".

Moreover, an effective buffer will use the following approaches when delivering unpleasant news:

-The first sentence should not contain any bad news; it should rather include a positive element. Example: Your safety and satisfaction are important to us; On April the 4th, our technicians will be performing some tests on the elevator....

- Explain the reason why, by providing chronology of events. Starting April 4th, the elevator on the north deck will be operational again. 

- Use general principles when announcing a change. Because of our required annual maintenance, and for the safety of our tenants, we will be running tests on …. The elevator will be functional again on….

- Show appreciation by thanking the reader for something he or she has done.(Locker, 2013) 

We apologize for any inconvenience that this may have caused. Thank you for your patience and understanding. 

 

Locker, Kitty O. (2013). Business and Administrative Communication. New York. McGraw-Hill/Irwin. Print.