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.