Letter Writing: Style and Tone

ES2002 Business Communication

Letter Writing: Style and Tone

ES2002 Business Communication: Letter Writing: Style and Tone 2

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”


The 4 Ps

• Be polite

• Be positive

• Be personal

• Be professional


Be Polite

Write in a style that:

• Reflects appropriate reader-writer relationship

• Doesn’t convey sense of superiority/anger/condescension

• Doesn’t embarrass reader


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

Pol

iteR

efle

ct a

ppro

pria

te r

eade

r-w

riter

rel

atio

nshi

p


1(a) Please do not 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

Pol

iteA

void

sou

ndin

g su

perio

r, a

ngry

, co

ndes

cend

ing


(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

Pol

iteA

void

sou

ndin

g su

perio

r, a

ngry

, co

ndes

cend

ing


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

Pol

iteD

on’t

emba

rras

s re

ader


Be Positive


Use positive wordsand phrases

(a) There are no more places for the May 15 seminar. Please be likewise informed that 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. B

e P

ositi

veU

se p

ositi

ve w

ords

and

phr

ases


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

Pos

itive

Str

ess

wha

t ca

n be

don

e


(1) Please wait for Mr Suppiah to handle your

complaint.

(2) As soon as Mr Suppiah returns, he will answer your enquiry.

Which is better?


Be Personal

• Adopt a “you” attitude

• Use personal pronouns

• Avoid pompous language / attitude


Definition of “you” attitude

“… a style of writing that looks at thingsfrom the reader’s perspective and expresses

genuine consideration for the reader”


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. B

e P

erso

nal

Ado

pt a

“yo

u” a

ttitu

de

Oh great!

So?


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

Per

sona

lA

dopt

a “

you”

att

itude


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.

Important: make sure you have identified the formality of the situation before you use personal pronouns.

Be

Per

sona

lU

se p

erso

nal p

rono

uns


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 personalpronouns is appropriate.

Be

Per

sona

lU

se p

erso

nal p

rono

uns


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

Per

sona

lA

void

pom

pous

wor

ds/p

hras

es


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

Per

sona

lA

void

pom

pous

wor

ds/p

hras

es


Be Professional


Be Professional

• Generalise experiences; simplify examples

• Be objective

• Maintain dignity

• Be sincere


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

Pro

fess

iona

lG

ener

alis

e ex

perie

nces

; si

mpl

ify e

xam

ples


Be objective

(a) On top of that, the bus drivers of such on-coming buses would arrogantly steer right and bypass

the bus stop.

(b) Furthermore, the bus drivers who tailgate other buses also tend to bypass the bus stop.

Be

Pro

fess

iona

lB

e ob

ject

ive


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

Pro

fess

iona

lM

aint

ain

dign

ity


Maintain dignity

• Do NOT apologize for a decision throughout your letter.

• If you have refused a reader’s request, then explain why

• Do not expose the weaknesses of your company:

e.g., Please forgive us for not acceding to your request. The recent inflation has taken toll on our sales and our company is trying its best to get on its feet once again.


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

Pro

fess

iona

lB

e si

ncer

e