ES2002 Business Communication Letter Writing: Style and Tone

ES2002 Business Communication: Letter Writing: Style and Tone2 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”

ES2002 Business Communication: Letter Writing: Style and Tone3 “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.”

ES2002 Business Communication: Letter Writing: Style and Tone4 The 4 Ps Be polite Be positive Be personal Be professional

ES2002 Business Communication: Letter Writing: Style and Tone5 Be Polite

ES2002 Business Communication: Letter Writing: Style and Tone6 Be Polite Write in a style that: Reflects appropriate reader- writer relationship Doesn’t convey sense of superiority/anger/condescension Doesn’t embarrass reader

ES2002 Business Communication: Letter Writing: Style and Tone7 Reflect appropriate reader- writer relationship (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. Be Polite Reflect appropriate reader-writer relationship

ES2002 Business Communication: Letter Writing: Style and Tone8 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. Avoid sounding superior, angry, condescending Be Polite Avoid sounding superior, angry, condescending

ES2002 Business Communication: Letter Writing: Style and Tone9 (b)We are sure you recognise the fact that we cannot grant everyone’s request for a grant. Avoid sounding superior, angry, condescending 2 (a)Although money for your grant is unavailable this semester, we hope you will reapply next semester. Be Polite Avoid sounding superior, angry, condescending

ES2002 Business Communication: Letter Writing: Style and Tone10 Don’t embarrass reader (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 not notice that your order was mailed after our special gift order had expired. Be Polite Don’t embarrass reader

ES2002 Business Communication: Letter Writing: Style and Tone11 Be Positive

ES2002 Business Communication: Letter Writing: Style and Tone12 Be Positive Use positive words/phrases Stress what can be done

ES2002 Business Communication: Letter Writing: Style and Tone13 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. (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. Be Positive Use positive words and phrases

ES2002 Business Communication: Letter Writing: Style and Tone14 Stress what can be done (b)The problem would not have happened if you had connected the wires properly. (a)The problem will be resolved if you connect the wires according to the instructions given. Be Positive Stress what can be done

ES2002 Business Communication: Letter Writing: Style and Tone15 (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. Which is better?

ES2002 Business Communication: Letter Writing: Style and Tone16 Be Personal

ES2002 Business Communication: Letter Writing: Style and Tone17 Be Personal Adopt a “you” attitude Use personal pronouns Avoid pompous language / attitude

ES2002 Business Communication: Letter Writing: Style and Tone18 Definition of “you” attitude “… a style of writing that looks at things from the reader’s perspective and expresses genuine consideration for the reader”

ES2002 Business Communication: Letter Writing: Style and Tone19 Adopt a “you” attitude (a)We are happy to announce that we have increased the size of our store building. (b)Now you will find a wider choice of merchandise in the greatly enlarged building. Be Personal Adopt a “you” attitude Oh great! So?

ES2002 Business Communication: Letter Writing: Style and Tone20 Adopt a “you” attitude 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 … Be Personal Adopt a “you” attitude

ES2002 Business Communication: Letter Writing: Style and Tone21 Use personal pronouns (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. Be Personal Use personal pronouns

ES2002 Business Communication: Letter Writing: Style and Tone22 Which is better? (2)You must pay the full amount of your loan immediately. (1)The full payment of the housing loan is due. There are instances when the omission of personal pronouns is appropriate. Be Personal Use personal pronouns

ES2002 Business Communication: Letter Writing: Style and Tone23 Avoid pompous words/phrases 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. Be Personal Avoid pompous words/phrases

ES2002 Business Communication: Letter Writing: Style and Tone24 Avoid pompous words/phrases 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. Be Personal Avoid pompous words/phrases

ES2002 Business Communication: Letter Writing: Style and Tone25 Be Professional

ES2002 Business Communication: Letter Writing: Style and Tone26 Be Professional Generalise experiences; simplify examples Be objective Maintain dignity Be sincere

ES2002 Business Communication: Letter Writing: Style and Tone27 Generalise experiences; simplify examples (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 … (a)For example, I once waited 40 minutes for a service 197 bus because two previous buses passed without stopping. Be Professional Generalise experiences; simplify examples

ES2002 Business Communication: Letter Writing: Style and Tone28 Be objective (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. Be Professional Be objective

ES2002 Business Communication: Letter Writing: Style and Tone29 Maintain dignity (b)Since you are a valuable customer, we hope you will give us another chance to prove that we can do a good job. (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. Be Professional Maintain dignity

ES2002 Business Communication: Letter Writing: Style and Tone30 Be sincere (a) Your phenomenal contribution to our understanding of tax laws is remarkable. (b) We would like to thank you for helping us gain a better understanding of tax laws. Be Professional Be sincere