Page 52 - How to write effective business English your guide to excellent professional communication by Fiona Talbot

Writing across generations – for colleagues as well as clients 41

Spontaneous positive e-mails from bosses can act as a figurative
pat on the back, such as:

‘That was a job well done. Keep up the good work.’
‘You made great use of your strong negotiating skills there!’
‘I’m delighted to report to shareholders that it’s the teams’
consistent efforts during difficult trading conditions that have
brought about these improved results.’
This writing can really bolster morale and make employees feel
valued.
If something has not gone so well, a timely e-mail from a man-
ager can still be viewed positively by employees, for example:
‘Yes, that was a tricky scenario – one to learn from another
time. If something like it arises again, it could be ideal to
contact (name of colleague with experience) for their advice.’
This latter example demonstrates the manager’s empathy for the
difficult situation the employee has faced and also offers positive
guidance on a likely solution for next time.
Stay up to date yourself. Check that the voice and tone of your
writing also aligns with the other channels the organization uses.
It’s never a good idea, as a boss, to become a ‘communication dino-
saur’ because you don’t listen and learn too. It doesn’t mean you
have to go the other extreme though, with overly casual sentences,
such as:

‘Why did you do that, huh?’
‘Get with the power words, pal!’

‘Gravitas’ matters: it signifies the respect earned by serious intelli-
gence. It’s a power word one 20-something client identified to me
as being an essential characteristic in a boss. I agree that managers’
writing needs to show both gravitas and authority, to earn staff’s
respect and trust in what the managers are communicating. If you
are to lead, people need to know why they should follow, and why