When we communicate in business, the words we use are only half the story. More often, it is the tone, the emotional and attitudinal quality of our message, that will make all the difference. In written communication (in email in particular) tone is everything; since we cannot use body language and gestures in a way that helps convey the intended meaning, our tone of voice is used as a substitute. It affects whether our words will be heard or how they will be understood, accepted, or ignored. Learning how to use the right tone to suit the circumstances will enable you to convey a clear message, develop positive business relationships, and avoid conflict.
Tone in Business Communication
Tone is simply the attitude conveyed by your choice of words. It reveals the mood in which the message is written; how you feel about the subject, how much you think or feel about the other person, and the type of communication style you have used. In a business context, the tone is generally formal and professional, yet not identical to each other. The tone can differ with the audience, the purpose of your communication and the nature of the relationship between you and the person. Your tone can be used to convey whether the email is informal or formal, and serious or friendly. A good tone ensures that a message written in an email has the effect you want to achieve. Without a good tone, your writing may be read as intended or misunderstood.
Importance of Tone in Written Communication
In face-to-face interactions, body language, facial expression and voice intonation help to set the mood and tone of communication, but in email communication, it is all in the words. This means that the reader can’t rely on voice, expression or movement of arms and head in order to decipher your intentions from your words, so they will rely more heavily on your word choice for the meaning of the message. It will also have the advantage that the reader will not misinterpret your words. You can send one sentence and it can be read in a variety of ways: as being too harsh or as being friendly, or even as being too passive-aggressive or as being too assertive. In all business emails, you must think about tone, and be careful to make sure that the tone fits the situation.
Using Tone to Build Credibility
When you use the right tone in your emails, you are able to project yourself in the professional manner, which will allow you to build rapport and credibility. Using a respectful tone, you are able to show your consideration for others. This makes them feel comfortable and gives them a sense of trust in you, and you are thus building a reputation of reliability and credibility among business circles. Conversely, inappropriate tone can lead to miscommunication, conflict or a loss of trust. When you send out the wrong or offensive tone for a message, it can cause a rift in your communication which may take some time to heal. If you always use the correct tone in your writing, your reputation for professionalism will grow.
Appropriate Tone for Different Situations
Not all business situations are going to be the same and therefore the tone will be different. You will find that you will send the more formal emails to new or unknown parties. If you are writing back and forth with someone in the same position as yourself or with whom you have a closer personal relationship, it is perfectly acceptable to have a less formal tone. In terms of feedback you should use a tone that is positive. If you want to use tone as the right approach to deliver an appropriate feedback, you should be careful to use a balanced tone. To find the right approach you need to understand the audience you are targeting and the context of your communication. Before you hit send, think about who you’re writing to, what they anticipate, and what your language might actually suggest. Adjusting your tone accordingly makes communicating with others much easier. Professional and Friendly, The Fine Line One of the most common problems in business writing is getting that professional yet friendly tone just right. If you sound too formal it can seem too cold. And if you sound too casual, you risk appearing unprofessional. A professional yet friendly tone is clear, polite and approachable while still sounding like you are a real person speaking to others in a conversational way. You can sound professional yet friendly by avoiding overly formal language while still utilizing a bit of polite language.
A Few Common Tone Mistakes and Why They Matter There are a couple common tone mistakes people often make. Being a little too direct in your writing without the politeness can make you sound more demanding. Using negative language or wording can make your recipient come off as defensive or upset. Being too vague or indirect can make your meaning too open to interpretation. Writing in haste or an emotional state can make it seem like you are rushing to get things off your desk, or it may seem like you are frustrated, impatient or rude. If you’re unsure of the potential repercussions of your email, you should probably hold off on sending it for now. It is better to take some extra time to get your wording just right. You can prevent these common tone mistakes by paying attention to how you write in the first place.
Tips for a More Professional Tone The first step is simply being aware of your tone. Read your email before sending and take the time to put yourself in your recipient’s shoes. How would you feel reading this message? Try writing in a more neutral and polite way. Using expressions such as “Could you please” or “I would appreciate your help with” can show that you respect your recipient when making a request. Keep your writing clear and direct; avoid overly long explanations or sentences that may become confusing to your reader. Try avoiding writing in your emotional state. Even when you are stressed, be sure to take a moment to pause and reword your email to reflect your professional tone.
Tone and Conflict The tone you choose in your emails becomes even more important when it comes to dealing with any sort of conflict. Your tone can turn a conflict into a more positive and constructive conversation or it could make it worse. When addressing a conflict, always remain positive, constructive and professional. Do your best to avoid sounding like you are being critical of your recipient. If possible, be objective and stick to the facts of the situation rather than placing blame. Be respectful and try to find ways to solve the problem instead of simply pointing it out. Tone matters in almost every form of business communication.
How to Get Better with Tone It’s possible to get better with your tone in emails and improve your business communication. Once you start paying attention to your tone in emails and take the extra few minutes to make sure you sound professional, you’ll start to improve at it. Your business will also benefit from having a more pleasant work environment and being more professional in how you communicate. By working on your tone in business emails, your communication will improve as will your relationships with your peers and co-workers.