ES 2002 Business Communication Letter Writing Style and

ES 2002 Business Communication Letter Writing: Style and Tone ES 2002 Business Communication: Letter Writing:

Style and Tone • Style – words and sentences a writer chooses to produce a desired response in readers • Tone – the unwritten or unspoken message; the message “between the lines” ES 2002 Business Communication: Letter Writing: Style and Tone 2

“The parking lot is sparsely used at 8 a. m. ; likewise at 5 p. m. As managers – you either do not know what your EMPLOYEES are doing; or YOU do not CARE. … You have a problem and you will fix it or I will replace you. … What you are doing, as managers, with this company makes me SICK. ” ES 2002 Business Communication: Letter Writing: Style and Tone 3

The 4 Ps • • Be polite Be positive Be personal Be professional ES 2002 Business Communication: Letter Writing: Style and Tone 4

Be Polite ES 2002 Business Communication: Letter Writing: Style and Tone 5

Be Polite Write in a style that: • Reflects appropriate readerwriter relationship • Doesn’t convey sense of superiority/anger/condescension • Doesn’t embarrass reader ES 2002 Business Communication: Letter Writing: Style and Tone 6

(a) With effect from 14 July, I suggest your goods be delivered at 7. 00 am sharp instead of the usual 6. 30 am. I seek your cooperation in this respect. (b) My suggestion is that we deliver your goods promptly at 7. 00 am instead of the usual 6. 30 am. I hope this arrangement is convenient for you. ES 2002 Business Communication: Letter Writing: Style and Tone Be Polite Reflect appropriate reader-writer relationship Reflect appropriate readerwriter relationship 7

1(a) How do you expect us to send you the forms you requested if you carelessly omitted the identifying numbers. (b) If you will send us the form numbers, we will be glad to send you all the papers you requested. ES 2002 Business Communication: Letter Writing: Style and Tone Be Polite Avoid sounding superior, angry, condescending 8

2 (a) Although money for your grant is unavailable this semester, we hope you will reapply next semester. (b) We are sure you recognise the fact that we cannot grant everyone’s request for a grant. ES 2002 Business Communication: Letter Writing: Style and Tone Be Polite Avoid sounding superior, angry, condescending 9

(a) As you did not respond within ten days, it should be clear to you that you did not qualify for the free gift. (b) You probably did notice that your order was mailed after our special gift order had expired. ES 2002 Business Communication: Letter Writing: Style and Tone Be Polite Don’t embarrass reader 10

Be Positive ES 2002 Business Communication: Letter Writing: Style and Tone 11

Be Positive • Use positive words/phrases • Stress what can be done ES 2002 Business Communication: Letter Writing: Style and Tone 12

(b) Due to its popularity, all places for the May 15 seminar have been filled. A similar seminar will be organised in October and we will be happy to reserve a place for you, if you like. ES 2002 Business Communication: Letter Writing: Style and Tone Use positive words and phrases (a) There are no more places for the May 15 seminar and there will be no similar seminar organised until October. Be Positive Use positive words and phrases 13

The problem will be resolved if you connect the wires according to the instructions given. (b) The problem would not have happened if you had connected the wires properly. ES 2002 Business Communication: Letter Writing: Style and Tone Stress what can be done (a) Be Positive Stress what can be done 14

Which is better? (1) You will have to wait for Mr Suppiah to handle your complaint. (2) As soon as Mr Suppiah returns, he will answer your enquiry. ES 2002 Business Communication: Letter Writing: Style and Tone 15

Be Personal ES 2002 Business Communication: Letter Writing: Style and Tone 16

Be Personal • Adopt a “you” attitude • Use personal pronouns • Avoid pompous language / attitude ES 2002 Business Communication: Letter Writing: Style and Tone 17

Definition of “you” attitude “… a style of writing that looks at things from the reader’s perspective and expresses genuine consideration for the reader” ES 2002 Business Communication: Letter Writing: Style and Tone 18

(a) (b) We are happy to announce that we have increased the size of our store building. Now you will find a wider choice of merchandise in the greatly enlarged building. Oh So? Be Personal Adopt a “you” attitude great! ES 2002 Business Communication: Letter Writing: Style and Tone 19

• Instead of – We call to your attention … – I am sending the enclosed check … • Use – You will be interested to know … – You will be happy to receive … ES 2002 Business Communication: Letter Writing: Style and Tone Be Personal Adopt a “you” attitude 20

(a) If there should be any questions concerning the matter, please call the number listed on the letterhead above. (b) We look forward to working with you. Meantime, if there is anything further that we can do for you, please let us know. ES 2002 Business Communication: Letter Writing: Style and Tone Be Personal Use personal pronouns 21

(1) The full payment of the housing loan is due. (2) You must pay the full amount of your loan immediately. Be Personal Use personal pronouns Which is better? There are instances when the omission of personal pronouns is appropriate. ES 2002 Business Communication: Letter Writing: Style and Tone 22

1(a) I, as a frequent borrower, wish to inform you that I am pleased with the improvement in quality of the National Library over the years. (b) As a regular user of the National Library, I would like to express my appreciation for the improvements made in the last 10 years. ES 2002 Business Communication: Letter Writing: Style and Tone Be Personal Avoid pompous words/phrases 23

2(a) I want to cogitate further on the matter before giving a definitive answer. (b) I want to think about the matter a little more before giving a final answer. ES 2002 Business Communication: Letter Writing: Style and Tone Be Personal Avoid pompous words/phrases 24

Be Professional ES 2002 Business Communication: Letter Writing: Style and Tone 25

Be Professional • Generalise experiences; simplify examples • Be objective • Maintain dignity • Be sincere ES 2002 Business Communication: Letter Writing: Style and Tone 26

For example, I once waited 40 minutes for a service 197 bus because two previous buses passed without stopping. (b) There was one time where I spent nearly 40 minutes waiting for two buses on Service 197 which drove past without stopping. And then there was another time when … ES 2002 Business Communication: Letter Writing: Style and Tone Generalise experiences; simplify examples (a) Be Professional Generalise experiences; simplify examples 27

(a) On top of that, the bus drivers of such on-coming buses would seize the opportunity to steer right and bypass the bus stop. (b) Furthermore, the bus drivers who tailgate other buses also tend to bypass the bus stop. ES 2002 Business Communication: Letter Writing: Style and Tone Be objective Be Professional Be objective 28

(a) As a valued customer, you can rest assured that we will take every precaution to ensure that you get the best service in the future. (b) Since you are a valuable customer, we hope you will give us another chance to prove that we can do a good job. ES 2002 Business Communication: Letter Writing: Style and Tone Maintain dignity Be Professional Maintain dignity 29

(a) Your phenomenal contribution to our understanding of tax laws is remarkable. Be sincere Be Professional Be sincere (b) We would like to thank you for helping us gain a better understanding of tax laws. ES 2002 Business Communication: Letter Writing: Style and Tone 30