In all forms of business communication, particularly written correspondence, maintaining a professional demeanour is essential. Effective business writing should be friendly, considerate of the reader’s perspective, and convey a positive tone.

Understanding Tone
The tone of your writing significantly influences how your message is perceived by the reader. As Scott Ober emphasizes in Contemporary Business Communication, the overall tone of a written message mirrors the impact of verbal cues in spoken communication.

 Since written communication lacks visual elements like facial expressions and body language, careful word choice is crucial to convey a positive tone.

To foster cordial relationships with colleagues and clients:

  • Avoid demanding language.
  • Soften negative news.
  • Express gratitude for efforts.
  • Use non-confrontational language.

A positive or diplomatic tone enhances message reception. Diplomacy involves tact, sensitivity, and the ability to handle situations without causing offense. By adopting a diplomatic approach, you can create a more favourable impression and build stronger relationships.

Writing with a diplomatic tone involves being understanding, trying to find solutions that work for everyone, being polite, and using a softer tone. To write with a diplomatic tone:

  • Avoid negative words
  • Use modal verbs
  • Rephrase
  • Use minimizers
  • Use passive voice

Avoid Negative Words

Avoid using words that are negative, have negative connotations or are too strong, such as:

  • Cannot
  • Failure
  • Do not
  • Impossible
  • Mistake
  • Problem
  • Refuse
  • Stop

Examples:

Negative Wording: The sales pitch was a failure.

Better Wording: The sales pitch was unsuccessful.

Negative Wording: You cannot take your vacation in July.

Better Wording: I am unable to approve your vacation for July.

Use Modal Verbs

Modal verbs such as could, would, and may are used with other verbs to express ability, obligation, and possibility. Used properly, they can help soften the tone of a message. They are particularly useful when asking questions or making requests.

Example: Can I have an extension on the project?

Better Wording: May I have an extension on the project?

Example: Do you want to be the project lead?

Better Wording: Would you like to be the project lead?

 

 

Rephrase

Focus less on a problem and highlight positive actions taking place as a solution.

Example: There is a backlog in the warehouse. We do not know when it will be cleared.

Better Wording: There is a backlog in the warehouse. We are working hard to clear it and hope to have your shipment sent as soon as possible. Thank you for your understanding.

Use Minimizers

Minimizers such as a few, slight, or small can make a problem seem less serious or distressing.

 

Example: The report will be late.

Better Wording: There is a slight delay in having the report ready.

Use Passive Voice

While it is generally recommended to use active voice when writing, sometimes it is a good idea to use passive voice to soften the tone.

In the active voice, the subject of a sentence is the doer of the action. Active sentences follow the usual word order of subject, verb, object.

However, sometimes when you use the active voice, it can sound like an attack or that you are placing blame. Using passive voice focuses attention on the situation instead of a person.

Example: Brian missed the deadline for submitting the report.

Better Wording: The deadline for submitting the report was missed.

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