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although you might introduce the occasional colloquialism, you should still avoid jargon;
like some of the aspects of tone we discussed above, it can sound pretentious without
adding anything to what you are saying. Abstract nouns should be avoided where possi-
ble for the same reason The processing of your order is being attended to with all due
speed sounds awfully pretentious when what you actually mean is We are processing
your order as quickly as possible.
Tautology might be acceptable in certain circumstances, as another way of giving you a
breathing space while you gather your thoughts. But if it is used too often it becomes
irritating to the audience, and of course it makes you sound long-winded. Clichés, also,
might occasionally be of use they can help you to keep talking while you consider how
to express your next statement. But they should be used sparingly, otherwise you will
begin to sound as though you cannot think of anything original to say.
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Good business style
Tips on Speaking Clearly
Make notes of what you want to say, including particular words and phrases that might clarify
your points.
Go over those notes before you begin to speak so that you have a good idea of what you are
going to say and how you are going to say it.
Have your notes with you when you speak to help you in case you are stuck.
Speak slowly and in a clear voice.
Do not waffle ; you should be brief and to the point, as you are when writing.
When involved in a conversation, confirm at particular points that you have understood what
the other person has said so far. And do not pretend to understand something you do not.
Indicate by your tone of voice the impression you are trying to convey apologetic, concilia-
tory, firm, enthusiastic.
Always be polite even if the other person is rude, do not allow yourself to be drawn into a
slanging match.
Pause at appropriate moments in order to break up what you are saying and give your audi-
ence an opportunity to ask questions.
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CHAPTER 6
Techniques for different occasions
In Chapter 5 we discussed general points of style which could be applied to most situa-
tions. Certain types of communication, however, cause particular problems and
therefore warrant special attention. These are:
requests
sales letters
meetings
complaints
complex problems
reports
presentations
In this chapter we will look at these categories in more detail, and see what special
points of style and technique arise when dealing with them.
Making Requests
In Chapter 5 we saw that the tone of your document will depend on your relationship
with your audience. If you are making a request, for example, then your success
depends very much on how your audience reacts, and your communication needs to
reflect that. You need to adopt a tone that indicates that you appreciate that the person
you are addressing can refuse or agree to your request.
This does not mean that you should be obsequious. The memo below is not a good
example of how to get what you want.
To: Mary Pearson
From: Norman Jackson
Date: 14 May 20XX
As you know I have the deepest respect for you as a manager, and particularly for your
sense of fairness. I am sure therefore that you will give the request I am about to make
every consideration.
I believe I have worked hard during the past year, and in particular that I have achieved
the goals you kindly set me when I first started in your department. Indeed, you have
been good enough to compliment me on my progress on several occasions, for which I am
very grateful it is always helpful to receive encouragement from one s manager,
especially one as busy as you are.
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Techniques for different occasions
Being busy, you are probably not aware that it is 18 months since my salary was last
reviewed. Perhaps I should have mentioned it before, but I did not want to bother you and
to be honest, I enjoy working in your department so much that I had almost forgotten
myself how long it was.
In view of all this, I would be extremely grateful if you could consider raising my salary. I
know I can rely on you to decide on a fair figure, given all the circumstances.
This is too sycophantic and full of flattery, and sounds false. Mary Pearson is more likely
to refuse a request expressed in this way.
The other point to remember when making a request is to build up to it gradually. Give
the background and the reasons for the request first, rather than coming straight out
with it. In that way you prepare your audience, and get them thinking more favourably
about the request. If you ask first and then give your reasons, the audience might sub-
consciously or consciously reject the request before finding out the background.
Look at the memo below and you will see the problem.
To: Mary Pearson
From: Norman Jameson
Date: 14May 20XX
I would like to discuss an increase in my salary commensurate with my progress since
joining your department and the level of others on my grade.
As you may know, it is now 18 months since I started in the department. I enjoy working
here very much, and I believe that I have worked hard since I joined, and in particular that
I have achieved the goals you set me when I first came here. Indeed, you have commented
favourably on my progress on several occasions.
However, in that 18 months I have not had a salary review, with the result that my pay is
beginning to fall behind that of people on a similar grade in other departments.
As you can see, this version starts off too abruptly the first paragraph comes over
almost as a demand rather than a request.
Now look at the version below.
To: Mary Pearson
From: Norman Jameson
Date: 14 May 20XX
As you may know, it is now 18 months since I started in the department. I enjoy working
here very much, and I believe that I have worked hard since I joined, and in particular that
I have achieved the goals you set me when I first came here. Indeed, you have commented
favourably on my progress on several occasions.
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A Guide to Good Business Communication
However, in that eighteen months I have not had a salary review, with the result that my
pay is beginning to fall behind that of people on a similar grade in other departments.
I wonder therefore whether we could discuss an increase in my salary commensurate with
my progress since joining your department and the level of others on my grade.
This is friendly and respectful in tone, without being obsequious. It also builds up to the
request, arguing Norman Jameson s case for a salary review before actually asking for it.
EXERCISE 16
You have received information about a course that will be of benefit in your personal profes-
sional development. You would like to attend, but it is a week-long residential course and the fee
is £1,500. You have spoken to your manager, who is in favour of you attending, but who says
that the departmental director must agree. Write a memo or e-mail to the director asking
whether you can have the time off to attend the course, and whether the organisation will pay
the course fee.
Tips for Making and Answering Requests
When making a request, be friendly and courteous.
Give the background to your request or your reasons for making it first, and build up to the
request itself.
When agreeing to a request, do so early in the document or conversation.
When refusing a request, give your reasons first, then your refusal.
Do so politely and offer some kind of consolation or hope if possible.
Answering Requests
When you are answering a request you are in a totally different position you are in con-
trol of the situation. But this does not mean that you can be rude or dismissive. You owe
it to the other person to be polite.
The style of your response will depend on whether you are agreeing to it or refusing it;
each calls for a different approach. The rule of thumb is:
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