Most professionals want to build better business writing skills but were never actually taught how to communicate at work.
They picked it up, copied what they saw and hoped for the best…which explains a lot. But better business writing is actually a teachable skill and that’s why people of all ages, from all backgrounds, can and should learn to communicate effectively. It’s never too late to start.
Let’s start with the fact that ‘sounding professional’ should not be code for sounding elitist. Good communication makes people more understandable, not more intimidating. I always teach that better business writing means “speaking and writing to express, not to impress”.
Here are the top questions I’m asked:
Why do some people sound authoritative while others sound unsure?
Many capable people sound uncertain when they soften, ramble, over-explain or hide the ask. They use what I call ‘hedging’ language, which looks like this:
- “Sorry to bother you”
- “I may be wrong but”
- “This may be a silly question…”
- “I don’t know if this makes sense”
- “I may be overthinking this”
- “I was hoping maybe”
- “if possible” when it is not optional
In contrast, people who sound authoritative are usually clear, calm and well organised. They get to the point, they’re able to separate feeling from action, and they’re able to use their business writing to make the next step obvious.
Is corporate language about confidence, structure, tone or vocabulary?
It’s not at all about vocabulary, it’s a little bit about confidence and tone, but better business writing is mostly about structure; specifically, sequence: context, point, proof, next step.
How much room is there for personality in professional communication?
More than you think. Better business writing does not require a personality transplant. Your job is to put your thinking into a shape that people can follow and trust – not to dilute yourself into something blandly acceptable. Try to maintain your personality – and your personal writing/speaking style – because this is critical for warmth and humanity. Your voice goes on top and clarity goes underneath.
Why do so many people struggle with professional tone in their emails?
People usually struggle because they default to the most formal tone they can think of, mimic those around them, or fall back on what they were taught in high school English: that blasted business letter.
What’s more, tone is part of the answer, but it’s not the whole answer. Structure, brevity and clarity all matter too — and so does one more thing that business writers consistently forget: a direct call-to-action. A good email doesn’t just say something; it causes something to happen.
Good email structure looks like this:
- Here’s why I’m writing
- Here’s the issue
- Here’s what I need from you (action)
- Here’s when I need it
What common mistakes do people make when writing work emails?
They give too much background before the actual point or they don’t give enough context and then sound abrupt. Many people over-explain out of anxiety (using ‘friendly’ filler that weakens the message) or hiding the ask and making the reader do detective work to find it.
How do you sound firm in an email, without sounding aggressive?
Remember that firm means clear, direct and polite. Firm language looks like this:
- “Please send the revised document by 3pm on Thursday.”
- “I need confirmation by end of day please.”
- “This approach won’t work for the client’s stated objective.”
- “Let’s work to correct this before it progresses.”
How should you email someone about a payment or money issue?
Money emails usually go wrong when people are too apologetic or too aggressive. My preference for better business writing is to be what I call “respectfully certain”. First off, try not to sound embarrassed when you ask for money owed. Rely on the facts:
- invoice number
- amount
- original due date
- requested payment date
Your ‘gentle reminder’/’friendly nudge’ should mention how much is outstanding, what it relates to, when it was due and what must happen now.
How should I respond to a difficult email I receive from a superior?
Start by acknowledging their email to you. Set out the facts clearly, accept responsibility where appropriate (If you were wrong, say so) and state corrective action. Avoid counter-attack and defensiveness – and never match the other person’s tone if you perceive them as being unfair or unreasonable.
Here’s some phrasing to help you:
- “Thank you for raising this.”
- “You’re right to flag it.”
- “I can see where the confusion arose.”
- “For accuracy, the sequence was as follows…”
- “Here is how I propose we resolve it.”
- “I’d appreciate clearer direction on…”
- “Please confirm how decisions will be made from here.”
- “To move this forward, I need…”
Which phrases will help me to subtly communicate my authority?
- “My recommendation is…”
- “For the project to proceed, I need…”
- “Please confirm by…”
- “The agreed timeline was…”
- “I’m not able to approve this in its current form.”
- “Let’s separate the two issues.”
Ultimately, better business writing is about reducing risk, increasing clarity and helping the other person to know what you mean, what you need and what happens next. The goal was never to sound impressive. It was, and is, to be understood.
Liked this article? Good. Consider booking me as your keynote speaker. Or let’s chat about your next event. I’m standing by.
