You alter your tone of voice to convey messages in different ways. Much of what you say is also interpreted through non-verbal clues – eye contact, gestures, inflections of the voice, etc.

This type of ‘reading between the lines’ is not possible with the written word. Therefore it is vitally important to choose your words carefully. You can be firm or friendly, persuasive or conciliatory – it depends on the impression you wish to convey. It is important to try to get the tone right, because using the wrong tone could cause real offence to your reader.

Tone means the emotional context of your message, the degree of formality or informality you use in your writing, and your attitude towards the topic.

Good writers in business learn to choose their words carefully!

When writing in business, analyse these four important factors – and adopt an appropriate tone that reflects them all:

• Your status

• The status of the reader

• The content of the message

• Your relationship with the reader

Here are some examples of good and bad tone:

Always remember: It’s not what you say – it’s how you say it!

Visit the STTS Training page to find out more about Shirley Taylor’s work.