Tone

Understanding Tone

Tone in writing is the attiude toward the reader and the subject of the message. Tone is present in all communication and affects the reader’s understanding of the message; consequently, business writers should consider the tone of their message, whether they are writing a memo, letter, report, or any other type of business document.

What kind of tone should I use?

Fortunately, most business writing uses the same kind of tone. Here are some general guidelines for creating appropriate tone:

• Be confident.
• Be courteous .
• Be positive and stress the benefits for the reader.
• Be gracious and sincere when writing negative messages.

1. Confidence

Confidence will make the reader more inclined to accept your position ; however, you should be careful not to appear overconfident . For example:


You must agree that our products are superior.

I am certain you will be completely satisfied with our products.

2. Courtesy

Courtesy will help create goodwill so that the reader will accept your message, even
if it is negative.

Your material was damaged because you didn’t follow handling instructions correctly.

Material may be damaged if not handled properly.

2. Point of View

Stress the benefits for the reader by writing from the reader’s point of view:

I will deliver your order this afternoon.

Your order will be delivered this afternoon.

3. Writing Negative Messages

Be gracious when writing negative messages. Focus on problems instead of people when complaining; thank the reader for their cooperation when making requests:

I’m afraid you sent a defective product.

It appears the product that we received was defective.


I expect you to send a replacement right away.

I would appreciate your sending a replacement as soon as possible.



Next: Persuasion