When we are writing an email message, letter, or memo we only have one chance to make the right impression. Often our words can be misinterpreted and we end up causing a problem that could have easily been avoided.

Certain words or groups of words can cause a reader subconsciously to react negatively to the information. For example, a writer who writes this to a customer may cause a resentful response:

In completing the form you failed to enter your income for the third quarter.

The guilty words are "you failed," because they seem to imply that the customer "is a bit of a failure." Consequently, try to avoid using any expression that your reader may feel is abrasive. The list below provides examples of expressions that you need to be careful with. They fall into three groups:

1. Words that make a reader feel inadequate or guilty:
2. Words that provoke or create resistance:
3. Words that make a reader feel you are "talking down":

We recommend you avoid using such expressions, or replace them with the more positive, personal statements presented after each sentence.

1. Words that make a reader feel inadequate or guilty:

   When completing your application you neglected to include your tax number.
   Your tax number needs to be included on your application.

   Clearly, you have not understood the implications.
   Let me explain the implications in more detail.

   We could not accept your bid because you failed to submit a complete price proposal.
   We could not accept your bid because it did not include a complete price proposal.

   You ought to know that staff working after 11 p.m. have to be sent home by taxi.
   It’s company policy that staff working after 11 p.m. have to be sent home by taxi.

   When rejecting the request you overlooked human rights legislation.
   BeforWords that provoke and create resistance in a reader:e rejecting the request you needed to consider human rights legislation.

2. Words that provoke and create resistance in a reader:

   I am sure you will agree that our decision is correct.
   Please note that our decision is correct.
   
   We must insist that you return the form by November 30.
   Please return the form by November 30.
   
   To ensure prompt payment we demand that you file your invoice within three days of job completion.
   To ensure prompt payment please file your invoice within three days of job completion.
   
   You must bring the application to room 117.
   Please bring the application to room 117.
   
   In your letter you claim that the food processor was incorrectly priced.
   In your letter you state that the food processor was incorrectly priced.

3. Words that imply the writer is “talking down” to the reader:

   We have to assume that you understand the problem.
   We assume that you understand the problem.
   
   Undoubtedly you will be present at the hearings.
   We request that you attend the hearings.
   
   We simply do not understand how you misinterpreted our instructions.
   Apparently you misinterpreted our instructions.
   
   You must understand that we cannot reopen the file.
   I regret we cannot reopen the file.
   
   If you are applying for reassessment, then I must request that you attend a preliminary hearing on October 5.
   If you are applying for reassessment, then I request that you attend a preliminary hearing on October 5.

Remember, when you are writing, you don’t have the luxury of “seeing” when someone is offended or that they are misinterpreting your information. You don’t have the opportunity to say it in a different way. Make sure your words are expressing your intentions and that they will not cause you unnecessary problems.

Please email me your ideas or thoughts at LisaM@rgilearning.com and I can address them in a future article.

© 2006, RGI Learning Lisa Moretto is the President of RGI Learning, Inc. For 15 years she has helped engineers improve their oral and written communication skills. Visit www.rgilearning.com or call (585) 461-3617 to learn about RGI's courses.

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