The managing director of a large wealth management company recently complained to me that his staff seemed unable to forge warm relationships with the firm’s clients. “They are reluctant to pick up the phone or invite the client to lunch,” he lamented. “Even their emails veer between formal and stilted or breezy and inappropriately casual.” Recognizing the need for improvement, the firm hired me to work with them, and soon, their team showed a greater awareness of practicing the language of connection.

Effective verbal or written communication is crucial for building strong relationships in the workplace. When we write at work, we aim to engage our readers and achieve a specific purpose, such as gaining approval, obtaining information, or fostering collaboration. However, if readers feel that you do not care about or understand them or that you have disregarded social norms they value, their minds may close. Then, you will fight an uphill battle to get your point across.

Here are four ways to build rapport and inspire greater loyalty and satisfaction in your readers.

1. Spell their names correctly

I was coaching a senior accountant at a regional accounting firm, helping him compose a proposal for a prospective client who was leaving their current firm. “Did you ask them why they are changing service providers?” I inquired. “Yes,” he replied. “They said that the other firm consistently spelled their name wrong.”

Losing the client was a blow to the original firm, yet they lost the business through a simple error.

Most of us want our names handled correctly. More important, remember that people generalize. In this case, the client concluded that their accountants did not know or value them, neglected to proofread, and were careless about details. These conclusions led them to jump ship.

Be especially careful about using the right form, particularly if a person’s name is commonly spelled several ways, such as Stephen/Steven, Alan/Allen/Allan, or Kelsy/Kelsey.

2. Open with a comment that shows you know who they are

Open by making a pleasant comment that falls within professional boundaries. For example, if they mentioned in your last conversation that they were taking a cruise, write, “I hope you had a great time on your cruise.” If they recently had a child, say you hope the parent is getting enough sleep.

Let the reader know that you are not simply using them for business purposes. The more the reader feels seen and understood through your opening comment, the more open-minded they will be to your message.

3. Use personal pronouns such as I, you, and we

Business writers often default to fall into using the third-person pronouns rather than using the more colloquial and humanizing tone of the first-person, second-person, and first-person plural pronouns.

Writing “The firm has changed its policies” sounds formal and cold. “We have changed our policies” sounds like you are taking responsibility for the change. Similarly, “Clients are urged to change their passwords regularly,” sounds stuffy. Instead, you could write, “We recommend that you change your password regularly,” which sounds like friendly advice.

4. Match your reader’s tone

Be aware of your readers’ age, educational background, job role, and English proficiency, and write with words that suit the individual reader. Avoid starting emails with “Hey,” which many people find maddening. However, if they always address their emails to you with “Hey,” you can match their style.

If writing to a non-native English speaker, avoid idioms. “We’ll have to tear the Band Aid off” is meaningless to a foreigner. Similarly, saying “It’s raining cats and dogs” conjures confusing images.

Instead, use clear and direct language that is easy for all readers to understand, regardless of their cultural background.

These are just a few examples of ways to build bridges with your colleagues and clients when you write to them. Of course, the best way to connect with other people is to actually care about them, and show them with your language.

Click here to read more articles on Building Relationships with Language

The Art of Conciseness: 5 Ways to Master Brevity

The Language Of Leadership

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In today’s whirlwind business environment, concise communication is crucial. With emails, reports, and memos flooding inboxes daily, the ability to streamline your business writing can ensure that you are the person whose messages are read and understood. Conciseness saves time for the reader, although it might require the writer to apply more little grey cells. As 18th-century British lexicographer Samuel Johnson wrote, “Easy reading is hard writing.” Here are some strategies to help you master the art of brevity in your business writing.

First, embrace the principle that less is more. Instead of padding your sentences with unnecessary words or phrases, aim to be brief. Words like “just,” “very,” and “most” are often unnecessary, as are many adjectives and adverbs. Shorter emails and documents are easier to read and require less time and effort from the reader. In an age of endless inputs, it pays to streamline the reader’s experience.

1. Write shorter sentences

Long sentences dilute the potency of your message. Aim for an average sentence length of around 20 words as measured by Microsoft Word or another readability tool. Disciplining yourself to write shorter sentences makes your writing easier to read and increases the odds that your communication will succeed.

In addition to trimming excess words, pay attention to the structure of your sentences. Aim for simplicity and coherence, avoiding convoluted phrases or awkward constructions. Instead of writing, “Not only did the merger not contribute to productivity, it actually created unwieldy challenges in the corporate culture,” you could write, “The merger did not contribute to productivity and created unexpected challenges to the corporate culture.” Break up long sentences into shorter, more digestible chunks, and use transitional words and phrases to guide the reader through your writing smoothly.

2. Prefer the active voice

Additionally, opt for the active voice whenever possible. The active voice makes your writing more dynamic and reduces wordiness. Instead of writing, “The report was reviewed by the team” (passive voice), say, “The team reviewed the report” (active voice). According to an article in The Harvard Business Review, brain research indicates that we comprehend active sentences more quickly than passive ones. This is because active sentences follow a more natural, subject-verb-object structure, which aligns with how our brains process information. Using the active voice helps your reader grasp your message.

3. Write with verbs

Another tip for streamlining your business writing is to substitute verbs for unnecessary nouns. Rather than saying, “Make a decision,” simply say, “Decide.” Instead of writing, “We are taking it up for consideration,” write, “We are considering it.” When you can choose between using words like “request,” “work” and “need” as either nouns or verbs, opt for the verbal form. So instead of writing, “as per your request,” you would write, “as you requested.” This shortens your sentence and makes you seem more direct. Similarly, instead of saying “provide assistance,” say “assist.” By cutting out unnecessary nouns, you can convey your message more advantageously.

4. Use straightforward language

Minimize using jargon or overly complex language. While it may seem impressive to use industry-specific terminology, it often alienates readers and obscures your message. Instead, opt for clear and straightforward language that the average non-technical reader can understand. Remember, the goal of business writing is to communicate ideas clearly, not to show off your vocabulary.

5. Remember to revise

Lastly, remember to revise ruthlessly. After drafting your message, review it with a brutal critical eye. Great authors revise their work ten or twenty times–surely, you can tweak an email twice. Look for opportunities to tighten your prose, eliminate redundancy, and clarify your message. Remember, every word should serve a purpose and contribute to the effectiveness of your communication.

Well-structured, concise messages convey efficiency and professionalism. They demonstrate that you value the reader’s time and have put your thoughts into a clear, direct format. You might have to stretch yourself to absorb these new habits. However, by keeping your sentences short and to the point, preferring the active voice, and substituting verbs for unnecessary nouns, you can streamline your communication and ensure you deliver your message effectively.

So the next time you sit down to compose an email or draft a report, remember: Less is more.

Click here to read more articles on clear writing:

How to Take Your Business Writing From “Average” to “Great”

The Language Of Leadership

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You’ve probably read writing that was almost too mind-numbing to endure. The writer’s style made you race to check your email for the zillionth time that day or water the plants on your desk if it would just help you avoid reading one more word.

And you’ve probably read documents that warmed your heart, even if they were about business topics. You’ve felt welcomed into the words, and sensed that the author had you in mind when they wrote.

What is emotional intelligence in writing? Emotional intelligence is the ability to recognize, understand and manage your own emotions as well as being able to understand and influence the emotions of others. In writing, this means that the emotionally intelligent writer does not surrender to the impulse to dash off an angry email to a friend or colleague when they are upset. They are able to view their emotions objectively and not act on them.

They are aware of their readers in ways that other writers ignore. This is similar to the ability to understand another person’s viewpoint in a conversation. And they know how to slow down when every neuron is urging them to press “send” without rereading.

How do emotionally intelligent draw their readers in and keep them engaged, even with challenging subject matter? Here are four habits of these successful writers:

1 – They think about their purpose before they begin to write.

If you don’t know where you want to go, you’re unlikely to reach your destination. In the Worktalk writing trainings, we emphasize the need to know your purpose before you start to write. Emotionally intelligent writers think strategically about their communication before they start typing. They may aim to inform, request, or persuade. Whatever purpose they choose, they raise the odds of fulfilling it by knowing it from the start.

Suggestion: Before you write, ask yourself what result you wish to produce. What is the reader supposed to think or do as a result of reading what you’ve written?

2 – They never send emails or other documents when they are upset.

Self-control is the hallmark of the emotionally intelligent person. We all know individuals who have ruined relationships with a hasty, emotional email. The momentary pleasure of “getting it off your chest” is nothing when weighed against the connection-killing impact of writing while upset.

Suggestion: If you are upset, leave the TO line blank when you write your venting email. Then save it to your Drafts folder for 24 hours. I’d be surprised if you still want to send it a day later.

3 – They think about their readers before they start to write.

To reach readers, consider their interests before you start to write. Allude to what matters to them, and they will pay attention. Also, anticipate your reader’s questions and objections. Respond to them proactively.

Suggestion: Before you write, jot down a few topics that are important to your reader. If you do not know the person, consider what topics matter to someone in your reader’s position. For example, top executives are usually concerned with profits, promptness, and public image. Also, ask yourself, “If I were receiving this communication, what questions would I have?”

4 – They re-read before they send out their document.

We’ve all had the experience: We write something one day and think we are the most brilliant person on the planet. Such prose! Such eloquence! Then we let the piece rest overnight and look at it again, and we think: Such drivel!

Emotionally intelligent people know that as humans, they are likely to fall in love with their first drafts. Because of this, they restrain the impulse to send important documents immediately after writing them. Instead, they let their language marinate until they can look at it more objectively.

Suggestion: If a document is important, never send it immediately after you write it. Take a walk, get a cup of coffee, or better yet, let it rest overnight. Even for less important pieces, force yourself to re-read before you release.

You’ve probably noticed that three of these habits occur before writing, and one occurs afterward. If you are mentally and emotionally prepared to write — preferably with a clear idea of what you want to say — the writing flows smoothly. Try it!

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A longer version of this article originally appeared on Inc.com.

To read Elizabeth Danziger’s most recent articles on Inc.com:

​Craft Your Email Opening for Your Audience

​4 Ways to Manage the Tone of Your Email​

Take me to your leader! Communication woes drain the lifeblood from an organization. Connect me with your decision-makers and see how Worktalk can transform communication in your world. Contact me at lizd@worktalk.com or 310.396.8303.

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