Phrases to avoid in business emails.
Luis, a participant in one of my recent Worktalk writing training sessions, shared an unsettling experience with me. He had received an email from his colleague John criticizing how Luis handled a customer complaint, and it made him feel like he was being called an idiot. While John didn’t directly use those words, the message still had a demeaning undertone that left Luis feeling uneasy.
We’ve all been on the receiving end of emails that make us feel condescended to or disrespected, and it’s never a pleasant experience. What’s unfortunate is that the writers of such emails may not have intended any harm. They might have thought they were being direct and straightforward, or perhaps they were in a hurry and didn’t consider the impact of their words and punctuation choices. They might have even thought they were being respectful.
The Disrespectful Writer Suffers More
When people receive emails that make them feel disrespected, they might be momentarily upset. Yet, in the long run, it’s the writer of the inappropriate email who loses out more. Some might read the unfortunate email and say, “Well, it’s business,” and soldier on, but others may feel less respect for the sender of the unfriendly email. After receiving the “you idiot” email, the reader may be on guard against the person who made him feel small. Uncivil emails leave a lasting mark that may damage the reputation and social capital of the habitual offender.
To prevent being the source of someone else’s online suffering, we must be careful with our language choices. Writing messages with a demeaning or passive-aggressive subtext is counterproductive to achieving success.
Nevertheless, we might unwittingly use words, fonts, and punctuation that upset our readers, so it’s essential to be mindful of our communication. Of course, there are myriad ways to call someone a jerk backhandedly. Feel free to send me your examples.
Phrases to Avoid in Business Writing
To retain the goodwill of your readers, steer clear of these phrases:
- “Obviously” — It implies that the reader has failed to grasp something that should have been apparent. Instead, use “clearly” to state your point.
- “As I said before” — This implies that the reader wasn’t paying attention to your previous message. Perhaps your message was not clear to the reader. Instead, rephrase your point in a more understandable manner.
- “Common sense dictates” — Can’t you hear the words “you idiot” following “common sense dictates that”? You are telling the reader that if they had a lick of sense, they would not have done or thought as they did. This phrase comes across as condescending. Instead, write “It seems to me that” or “I believe the sensible course of action is.”
- “To put it simply” — This insinuates that the reader is a simpleton who cannot be relied on to connect the dots in your message. Instead, write “to clarify.”
- “As you are no doubt aware” — This suggests that the reader should be aware of something but has forgotten or overlooked it. Avoid this grating turn of phrase.
Additionally, our formatting and punctuation choices can affect the tone of our emails:
- Avoid excessive exclamation marks. In an otherwise positive email, exclamation marks show excitement and enthusiasm. However, in an email that complains or criticizes, exclamation marks connote a raised voice. No matter what, I suggest you stick to one exclamation mark per email. Your exclamation marks will have more impact if you use them sparingly.
- Writing in ALL CAPS can make readers feel like they are being shouted at, so refrain from using this format. Use bold or italics or underline for emphasis instead. Resist the urge to hit the caps lock key.
- Avoid using red font unless you are writing something like “Danger! Radioactive Contamination.” Opt for green or purple to highlight text without waving a red flag.-
Respectful Communication Gets Results
When we communicate respectfully, we encourage our readers to be receptive to our messages. Treating others with respect fosters a positive and cooperative environment. By avoiding upsetting words and phrases and using conservative punctuation and formatting, we can strengthen our reputation as people-focused leaders and foster better cooperation within our teams.