Impactful Client Communication and Tone

Tone and language are interesting things to deal with when it comes to written communication. When you speak with someone, their body language, tone of voice, eye contact and overall demeanor give you significant clues about what the other person is feeling. In written communication, this instant give-and-take of nonverbal signals is not possible. Achieving the effect that a verbal communication has on other people is feasible in written communication – it is known as tone.

Small business owners must consider the tone of their message, whether they are writing a memo, letter, report, or any type of business communications document. Ultimately, the tone of a message is a reflection of the business owner and it does affect how the client will perceive the message.

When it comes to tone of voice while conveying a negative message, the situation becomes more difficult. Anger, jealousy, frustration, and cynicism are a few things that should be avoided if you want to get the tone right. Negativity is easily intercepted by a client.

The selection of word choice and sentence style can have a significant effect on a message. In the professional work-space, written correspondence should always have the most professional voice and tone in order to have the message well received. This means that the words chosen should be respectful, cordial and genial.

As business advances more and more into the digital world, writing in the form of email and instant messaging is taking over from in-person meetings and phone calls. The increase in text communication highlights the importance of proper knowledge and use of tone.

The tone of good web writing grows out of email. It’s more direct, personal, colloquial, urgent, witty, efficient. It doesn’t waste your time. It reflects that engagement, responsiveness, and haste of web surfers, as opposed to the more general passivity of print readers.

– Jacob Weisberg

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