Written by Fingal Pollock - Skillset writing specialist
It can be helpful to regard it as a conversation you may have with them, with a little more finesse. By imitating the vocabulary, you are already adhering to the golden rule: write for your reader.
It’s also important to match the level of emotion, especially when you are dealing with a complaint. When we match emotion, we are following the golden rule of rapport: allow the other to feel heard..
Example...
Client:
Appropriate response...
Note how I have taken an informal tone, respected his concern without taking blame for it and get straight to the point without going too over the top. It would be a little bit too much to respond like this...
Gidday Bob
Jeez mate, that’s no good. I’ll have a call round the office to see what the heck is going on! My bad. Catcha later.
Not only is this response much too informal, it has also accepted a level of blame for what has happened, which could lead to some problems later. At the other end of the formality scale, you can imagine how alienating it would be for Bob to get this in his inbox:
My sincerest apologies for the delay in an onsite visit. And to receive a letter stating the very thing that should have been obtained by one of our staff was simply unacceptable. I shall immediately attain for the oversight of my colleagues and a member of our team will confirm a new appointment as soon as is able.
That response is excessively formal, accepts some level of blame and has mis-matched the level of emotion. I mean, it’s been an annoying experience for Bob but it’s not the end of the world, right?
When we match the tone in an email, we are creating an appropriate response that suits the situation.
We don’t need to accept blame and we can offer solutions once we have communicated a fitting level of empathy to the situation. By matching the tone of your client in your business writing you are building rapport and fostering good communication for moving forward in the future.
Ka kite,
Fingal
How will we know it's good?
Let's see if we can agree on a few tests of effective writing. Here are mine.