Do Your E-Mails Use ‘Positive Language’?

E-mail etiquette is an important element of good customer service. This form of communication is directly influenced by your language. Negative language conveys a poor image to customers and those around you. It often causes unnecessary conflict and confrontation. Thus, working to communicate in a positive way can be a great benefit to improving your interactions with customers.

To help you ensure that your e-mails include positive language instead of negative, try the following exercise suggested by USA Funds^® University:

Retrieve a few e-mails you have written — preferably business or work-related. Go through each, highlighting sentences that use a negative tone, as suggested in the examples below. Become aware of subtle aspects of your e-mails that send bureaucratic or demeaning messages. Rewrite the e-mail, without sending it, using positive-language examples or something similar to what is shown below. When you’re done, review the e-mails to make sure your revisions fit within your office’s communication style.

Examples of negative phrases
Expressions that suggest carelessness:

• You neglected to specify ...
• You failed to include ...
• You overlooked enclosing ...

Phrases that suggest a person is insincere:

• You claim that ...
• You say that ...
• You state that ...

Expressions that imply that the recipient is unintelligent:

• We cannot see how you ...
• We fail to understand ...
• We are at a loss to know ...

Demanding phrases that imply coercion/pressure:

• You ought to ...
• You must ...
• We must ask you to ...
• We must insist ...

Phrases that might be interpreted as sarcastic or patronizing:

• No doubt ...
• We will thank you to ...
• You understand, of course ...

Examples of positive phrases

• Once we have [item], we can complete the process for you.
• Our information suggests that you have a different view about this issue. Let me explain our perspective.
• May we suggest that you [suggestion].
• One option available is [option].
• We can help you [action] if you will send us [item].

“E-Mail and Telephone Etiquette,” one of the latest online courses available through USA Funds University, provides additional information about e-mail skills as well as tips for courteous telephone communication. USA Funds University offers more than 30 online courses that may be of interest to student-services offices.