Choose the right tone for your email.

Adjust your tone of voice for different audiences: professional, informal, etc.

 

tonal spectrum

In the previous lesson, we learned about engaging email subject lines . Now, let's build on that foundation. Email tone isn't just formal or informal. It's a range of nuances:

RẤT TRANG TRỌNG ←————————————————————————→ RẤT THÂN MẬT Thông báo pháp lý Điều hành Tiêu chuẩn Thân thiện Đồng nghiệp thân thiết Báo cáo chuyên nghiệp Trò chuyện vui vẻ

Most professional emails fall within the average range. But knowing how to navigate this range is crucial.

Factors that determine tone

1. Relationship

• First encounter: More formal
• Established relationship: Can become more intimate.
• Close colleagues: You can be more relaxed.

2. Rank

• Writing letters to superiors (CEO, clients): Be more careful, be more respectful.
• Writing a letter to a colleague: Professional standards
• Writing a letter to a subordinate (direct employee): Friendly but clear.

3. Content

• Bad news: Careful consideration, empathy
• Good news: More friendly, more energetic.
• Urgent request: Direct and clear
• Complex information: Straightforward and structured.

4. Company culture

• Traditional fields (law, finance): More formal
• Startups and creative industries: More freedom
• When in doubt: Adjust your tone to suit the other person.

Levels of formality

Think about the tone at three levels you can adjust:

Level 1: Formal

Formal signs:

 

• Complete sentence
• Full word (no abbreviations)
• Traditional greeting ('Dear Mr. Smith')
• 'Please' and 'Thank you'

Signs of intimacy:

• Abbreviations (I'm, we'll, don't)
• Shorter sentence
• Name
• Common conversational phrases

Level 2: Warm

A warmer tone:

• Show appreciation
• Acknowledge their point of view.
• Express your personality
• Use the language 'we'.

The tone became colder:

• Stay true to the truth.
• A brief thank you
• Less personal
• More transactional

Level 3: More direct

More direct:

• Let's get straight to the point.
• Clearly state the requirements.
• Shorter email
• Less roundabout

Softer and more delicate:

• Set the scene first.
• To ease the demand
• Further explanation
• Use supplementary language.

Examples of tone

Same message, different tone.

Request for extension of deadline:

Very formal (legal client):

Dear Mrs. Johnson,

I am writing to request an extension of the current delivery deadline of March 15th. Due to unforeseen complications in the analysis process, additional time will allow us to ensure the quality you expect.

Would she accept the new deadline of March 22nd?

Thank you for your consideration.

Sincerely, Alex Chen

Standards expert (external partner):

Hi Sarah,

I have a small request – could we move the March 15th deadline to March 22nd? The analysis is taking longer than expected, and I want to ensure everything is done correctly.

Please let me know if that suits you.

Thank you, Alex

Typically (close colleagues):

Hi Sarah,

I'm running behind schedule with my analysis – could I extend the deadline to the 22nd? Sorry for the inconvenience, I just wanted to make sure the analysis is complete before sending it to you.

Thank you! Alex

All three are professional in nature. They are adapted for different types of relationships.

Hazardous area

Too formal

Symptoms :

• Please note that…
• 'According to our previous correspondence…'
• 'We would be very happy if…'
• Use the full title plus surname when addressing someone by their first name.

 

Risk : Appears cold, robotic, or passive - but aggressive.

Too informal.

Symptoms :

• Using slang with management
• Use emojis with people you haven't met.
• That's an overly familiar greeting ('Hello').
• Joke around before establishing a relationship.

Risk : May appear unprofessional or arrogant.

Passive - Aggressive

These phrases sounded worse than intended:

• 'As I mentioned before…' (implying they weren't listening)
• 'According to my most recent email…' (implying they didn't read it)
• 'From now on…' (implying they have made a mistake)
• 'Just to clarify…' (implying they are confused)

These phrases are sometimes necessary, but be aware that they can create a negative impression.

Adjust your tone of voice.

When in doubt, try to match their tone of voice.

Check the emails they've sent you. Suitable for:

• Greeting style
• Level of formality
• Length
• Finishing style

This is almost always safe.

Start with a slightly more formal tone.

If it's a new relationship, lean towards a slightly more formal approach. You can always become more relaxed. Going the other way around will be awkward.

Read aloud

Would you dare say this directly to that person? If it sounds robotic or cold, revise it.

The test in journalism

Can this email be published without embarrassing you? If not, please reconsider.

The tone of voice varies depending on the situation.

How to quickly correct your tone of voice

Too robotic? Add a little personalization:

• Previous: 'Please see the attached report.'
• Afterward: 'Here's the report – let me know if you have any questions.'

Too informal? Add some structure:

• Before: 'Hey, a quick question – can you approve this?'
• Next: 'A quick question – can you approve the attachment?'

Too harsh? Soften the tone with context:

• Previous: 'You're overdue.'
• Afterward: 'I haven't seen the report sent – ​​is everything alright?'

Key points to remember

• Tone of voice encompasses many nuances, and is not fixed as A or B.
• Adjust your tone to suit the relationship, hierarchy, content, and culture.
• Adjust three elements: formality, warmth, and directness.
• When in doubt, adjust your tone to suit the other person.
• Use a slightly formal tone when you've just met, then adjust it.
• Read aloud to detect any issues with intonation.

• Question 1:

  What are the risks of using an overly formal tone in emails?

  • A. No risk involved - formality is always safer.
  • B. Appearing cold, robotic, or creating unnecessary distance.
  • C. Writing emails takes more time.
  • D. Formal emails are harder to read.

  EXPLAIN:

  Overly formal language can create a cold and distant impression. In many modern work environments, a friendly, professional tone helps build better relationships.

• Question 2:

  When should you use a more informal tone in a professional email?

  • A. Never - all professional emails should be formal.
  • B. Once you have established relationships and a company culture that supports it.
  • C. Only on Fridays
  • D. Only if the recipient is younger than you.

  EXPLAIN:

  A friendly tone is appropriate when you've built a good relationship and the organizational culture accepts it. Use a tone that's appropriate with others when communicating with you.

• Question 3:

  What determines the appropriate tone for an email?

  • A. Your personal preferences
  • B. Company relationships, context, and culture
  • C. Email length
  • D. Day of the week

  EXPLAIN:

  The tone should be appropriate to your relationship with the recipient, the context of the message, and the norms of the organization or profession.

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