Week 4 - Emails: Tone and Rapport

'Hi Peter' vs. 'Dear Mr Brown'

• Formal vs. Informal

• Informal vs. Formal

'It has come to our attention... ' vs. ‘We have seen... '

• Distanced vs. Personal

• Personal vs. Distanced

'There'll be around 250 of us at the meeting.' vs. 'We expect 236 delegates at our conference.'

• Precise vs. Vague

• Vague vs. Precise

'Although procedures vary widely, they share some characteristics, especially in terms of planning and reporting, which are carried out on a monthly basis using the standard software tool that was introduced at the end of last year on the main company sites, except in South America, where it is planned to phase in the tool later this year.'

vs.

'Procedures vary widely, but they do share some characteristics. In particular, planning and reporting are carried out monthly using the standard software tool. This tool was introduced at the end of last year on the main company sites. It will be phased in to South America later this year.'

• Complex vs. Simple/Straightforward

• Simple/Straightforward vs. Complex

'We would be very grateful if you could send the information by 13 January.' vs. 'Please send the information by 13 January.'

• Direct vs. Indirect

• Indirect vs. Direct

'The questionnaire was completed by a large number of people.' vs. 'We were totally overwhelmed by the response to our questionnaire.’

• Emotional vs. Neutral

• Neutral vs. Emotional

'The report must be completed by the end of the week.' vs. 'We hope that you'll be able to complete the report by the end of the week.'

• Encouraging vs. Assertive

• Assertive vs. Encouraging

'The minutes of the staff committee meetings are vital for follow-up after our meetings. We therefore expect the minute-taker to circulate the minutes no later than 48 hours after the meeting. If this is not feasible, please contact the chairperson in order to agree a new date for circulation.'

vs.

'The minutes of the staff committee meetings should be circulated no later than 48 hours after the meeting.'

• Relationship-oriented vs. Task-oriented

• Task-oriented vs. Relationship-oriented

'See you next week.' vs. 'I am looking forward to seeing you on 17 October.'

• Neutral vs. Emotional

• Personal vs. Distanced

• Informal vs. Formal

'Please…' vs. 'I would appreciate if you could…'

• Vague vs. Precise

• Direct vs. Indirect

• Neutral vs. Emotional