Transcript ES2002 Letter Writing

ES2002 Business Communication
Letter Writing: Style and Tone
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 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.”
ES2002 Business Communication: Letter Writing: Style and Tone
3
The 4 Ps
•
•
•
•
Be polite
Be positive
Be personal
Be professional
ES2002 Business Communication: Letter Writing: Style and Tone
4
Be Polite
ES2002 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
ES2002 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.
ES2002 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.
ES2002 Business Communication: Letter Writing: Style and Tone
Be Polite Avoid sounding superior, angry, condescending
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.
ES2002 Business Communication: Letter Writing: Style and Tone
Be Polite Avoid sounding superior, angry, condescending
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 not notice that your order
was mailed after our special gift order had
expired.
ES2002 Business Communication: Letter Writing: Style and Tone
Be Polite Don’t embarrass reader
Don’t embarrass reader
10
Be Positive
ES2002 Business Communication: Letter Writing: Style and Tone
11
Be Positive
• Use positive words/phrases
• Stress what can be done
ES2002 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.
ES2002 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.
ES2002 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.
ES2002 Business Communication: Letter Writing: Style and Tone
15
Be Personal
ES2002 Business Communication: Letter Writing: Style and Tone
16
Be Personal
• Adopt a “you” attitude
• Use personal pronouns
• Avoid pompous language / attitude
ES2002 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”
ES2002 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
Adopt a “you” attitude
great!
ES2002 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
…
ES2002 Business Communication: Letter Writing: Style and Tone
Be Personal Adopt a “you” attitude
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.
ES2002 Business Communication: Letter Writing: Style and Tone
Be Personal Use personal pronouns
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.
ES2002 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.
ES2002 Business Communication: Letter Writing: Style and Tone
Be Personal Avoid pompous words/phrases
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.
ES2002 Business Communication: Letter Writing: Style and Tone
Be Personal Avoid pompous words/phrases
Avoid pompous words/phrases
24
Be Professional
ES2002 Business Communication: Letter Writing: Style and Tone
25
Be Professional
• Generalise experiences; simplify
examples
• Be objective
• Maintain dignity
• Be sincere
ES2002 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 …
ES2002 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.
ES2002 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.
ES2002 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.
ES2002 Business Communication: Letter Writing: Style and Tone
30