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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”
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
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 Tone 5
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
ES2002 Business Communication: Letter Writing: Style and Tone 6
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
ES2002 Business Communication: Letter Writing: Style and Tone 7
(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
ES2002 Business Communication: Letter Writing: Style and Tone 8
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
ES2002 Business Communication: Letter Writing: Style and Tone 9
Be Positive
ES2002 Business Communication: Letter Writing: Style and Tone 10
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
ES2002 Business Communication: Letter Writing: Style and Tone 11
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
ES2002 Business Communication: Letter Writing: Style and Tone 12
(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?
ES2002 Business Communication: Letter Writing: Style and Tone 13
Be Personal
• Adopt a “you” attitude
• Use personal pronouns
• Avoid pompous language / attitude
ES2002 Business Communication: Letter Writing: Style and Tone 14
Definition of “you” attitude
“… a style of writing that looks at thingsfrom the reader’s perspective and expresses
genuine consideration for the reader”
ES2002 Business Communication: Letter Writing: Style and Tone 15
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?
ES2002 Business Communication: Letter Writing: Style and Tone 16
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
ES2002 Business Communication: Letter Writing: Style and Tone 17
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
ES2002 Business Communication: Letter Writing: Style and Tone 18
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
ES2002 Business Communication: Letter Writing: Style and Tone 19
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
ES2002 Business Communication: Letter Writing: Style and Tone 20
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
ES2002 Business Communication: Letter Writing: Style and Tone 21
Be Professional
ES2002 Business Communication: Letter Writing: Style and Tone 22
Be Professional
• Generalise experiences; simplify examples
• Be objective
• Maintain dignity
• Be sincere
ES2002 Business Communication: Letter Writing: Style and Tone 23
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
ES2002 Business Communication: Letter Writing: Style and Tone 24
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
ES2002 Business Communication: Letter Writing: Style and Tone 25
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
ES2002 Business Communication: Letter Writing: Style and Tone 26
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.
ES2002 Business Communication: Letter Writing: Style and Tone 27
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