Comparing Letter Tones

Comparing Letter Tones

​Beep-beep!

​Remember the letters about the car servicing gone wrong? It's time to dig a little deeper.

​Letter 1.

​Dear Fred,

​

I am very unhappy with how your company handled my car for repair last week. I brought my car in for an oil change and somebody left off the oil cap and oil poured out everywhere! On the spot, I asked for a refund but the technician said he could not do it due to company policy. That makes me feel very upset! I have been a customer for many years and have never been treated like this. Before I seek advice from others on what to do in my situation, I want to give you the chance to make up for the mistake.

​

Still hopeful. Sincerely,

​

Bob

​Letter 2.

​Dear Fred,

​

I am pleased with how your company handled my car for repair last week. I brought my car in for an oil change and somebody left off the oil cap and oil poured out everywhere! On the spot, the technician offered me a cleanup and the oil service free of charge, and gave me an 'apology basket' which included the next oil change free, a USB, and a car wash. That was more than I would've asked for, but it certainly tells me I spend my money at the right place. I would say this is the best I have been treated by any company for a very long time. It's easy to tell my friends to bring their cars to you.

​

Many thanks,

​

Bob

Multiple Choice

Which letter is angrier?

• Letter 2

• Both

• Neither

• Letter 1

Multiple Choice

Which letter is friendlier?

• Letter 2

• Both

• Neither

• Letter 1

Multiple Choice

Which letter is threatening?

• Letter 2

• Both

• Neither

• Letter 1

Multiple Choice

Which letter is inquisitive?

• Letter 2

• Both

• Neither

• Letter 1

Multiple Choice

Which letter is written by Bob?

• Letter 2

• Both

• Neither

• Letter 1

Multiple Choice

Which letter will the car company more likely respond to?

• Letter 2

• Both

• Neither

• Letter 1

​Now, look at the letters again.

​Look for keywords - words that show differences in 'tone'.

​Letter 1.

​Dear Fred,

​

I am very unhappy with how your company handled my car for repair last week. I brought my car in for an oil change and somebody left off the oil cap and oil poured out everywhere! On the spot, I asked for a refund but the technician said he could not do it due to company policy. That makes me feel very upset! I have been a customer for many years and have never been treated like this. Before I seek advice from others on what to do in my situation, I want to give you the chance to make up for the mistake.

​

Still hopeful. Sincerely,

​

Bob

​Letter 2.

​Dear Fred,

​

I am pleased with how your company handled my car for repair last week. I brought my car in for an oil change and somebody left off the oil cap and oil poured out everywhere! On the spot, the technician offered me a cleanup and the oil service free of charge, and gave me an 'apology basket' which included the next oil change free, a USB, and a car wash. That was more than I would've asked for, but it certainly tells me I spend my money at the right place. I would say this is the best I have been treated by any company for a very long time. It's easy to tell my friends to bring their cars to you.

​

Many thanks,

​

Bob

Multiple Choice

Usually, if a company gives something free of charge, you would expect to feel:

• more of something

• less of something

• anger

• happiness

Multiple Choice

The word VERY shows:

• more of something

• less of something

• anger

• happiness

Multiple Choice

The word PLEASED shows:

• more of something

• less of something

• anger

• happiness

Multiple Choice

The word SOMEBODY shows:

• more of something

• less of something

• anger

• happiness

Multiple Choice

The word UPSET shows:

• more of something

• less of something

• anger

• happiness

Multiple Choice

RIGHT PLACE, and BEST both show:

• more of something

• less of something

• anger

• happiness

Multiple Choice

NEVER BEEN TREATED LIKE THIS shows:

• more of something

• less of something

• anger

• happiness

Multiple Choice

OIL POURED OUT EVERYWHERE shows:

• anger

• happiness

• surprise

• expectation

Multiple Choice

I HAVE BEEN A CUSTOMER FOR MANY YEARS shows:

• anger

• happiness

• surprise

• expectation

Multiple Choice

The word MISTAKE implies:

• anger

• happiness

• surprise

• expectation

Multiple Choice

MANY THANKS shows:

• anger

• happiness

• surprise

• expectation

​Good work!

​If you scored less than 80%, you should redo this Quiz.