before you hit "send": the role of tone in email

Lunch-n-Learn Writing Seminar | Writing Tone | 8.10.07

1© 2007 THE CATEVO GROUP CONFIDENTIAL NOT FOR DUPLICATION OR DISTRIBUTION

The Catevo Group

Lunch-n-Learn

Before You Hit “Send”

FIRST IN A SERIES

The Role Of Tone In e-Mail Correspondence



Today’s Agenda

Session Rationale/Learning Objectives

Where Tone Fits

A Few Facts

Tone At Work: Examples

Takeaway Lessons



Session Rationale

1. Help Keep Toby and Joseph From Getting Fired

2. Provide Participants With A Fresh Perspective On Tone (The Old “It’s Not What You Say As Much As How You Say It. And When. And To Whom. And Why. And How It Can Be Misinterpreted. And . . . Well, You Get The Idea”)



Where Tone Fits

1. Think Of It As Non-Verbal Communication

2. Think Of It As Your Mom’s Voice

3. Think Of It As Your First Breakup

4. Think Of It As Really, Really Important



A Few Facts

Fact #1

Every receiver views the world through his/her own lens (just because you write it a certain way that sounds right to you doesn’t necessarily mean it’s received that same way)



A Few Facts

Fact #2

All communication happens in a communication climate and is received independently of your personal climate (viz., put yourself in your receiver’s world . . . and then craft your message accordingly)



A Few Facts

Fact #3

People will remember the tone of what you wrote far more vividly — and longer — than the content (so pay special attention to substance and style)



A Few Facts

Fact #4

Communication is, by its very nature, a reciprocal partnership — both sides need each other (your goal is to get something, so don’t let poor or inappropriate tone get in the way)




What was written: If you don’t approve the attached by 1:00 p.m. today, we’re going to miss our production deadline.

What was received: Hey, idiot, we’re going to miss the deadline and it’s all your fault.

What could’ve been written: Please be advised that today’s 1:00 p.m. deadline is particularly critical; without hearing your feedback by then, we’ll be in jeopardy of losing the production slot the printer is holding for us. Thanks!




What was written: When will you get back to us with your feedback?

What was received: Hey, troglodyte, we know you don’t have anything else to do, so how about making this a priority?

What could’ve been written: Our team is in standby mode, and we’ll look forward to hearing your feedback. If we’re unlikely to hear back from you by [TIME], just let us know so that we can adjust our team’s schedules accordingly. If you have any questions, please don’t hesitate to call. Thanks again for your help!




What was written: That’s not what we discussed in our meeting.

What was received: Hey, dufus, I know you don’t take notes and have the attention span of a May Fly, so let me set the record straight.

What could’ve been written: In taking a look at my notes and reviewing our past conference reports, I’ve come to a different conclusion. Would you have a few minutes for us to get together and figure this out? Thanks!




What was written: Catevo instructed [INSERT FAVORITE CLIENT HERE] that they needed to translate the documents into English and send them to us by tomorrow.

What was received: Catevo may be your hired help, but that doesn’t mean we have to act like it. We told you what to do in the meeting and we expect you to do it.

What could’ve been written: [CLIENT] agreed to provide English translations of the documents to Catevo by Friday, August 10, if possible.




What was written: Roger told Fred that he and his company need to take responsibility for the accident and talk to reporters or he would cause negative news stories by being evasive.

What was received: Yo, Fred. This is Roger. Yeah, I hate business-speak, too. Look, if you don’t ignore your lawyers and act like a man (for a change), it’s gonna be your fault when the N&O crucifies your company. And don’t friggin’ ask for us to fix it when the excrement’s hit the rotators, buddy.

What could’ve been written: The group concurred on the need to explore the legal and public relations ramifications of assuming liability for the accident. Catevo highlighted the potential negative media coverage that could result if the Company elects not to grant interviews during this critical period.




What was written: When can I have another headline?

What was received: We don’t care enough about you, your work, or our marketing, to bother to tell you why we didn’t like what you sent yesterday.

What could’ve been written: We received your headline ideas, and after review, feel we need to investigate (INSERT NEW DIRECTION HERE).




What was written: yep

What was received: I’m in a hurry. You’re bothering me. And, by the way, you’re not worthy of a capital Y.

What could’ve been written: Yes. (FOLLOWED BY AN ACTUAL ANSWER TO THE QUESTION THAT WAS ASKED.)



Takeaway Lessons

Takeaway #1

Really, really, really think about what you want to say – then write it.



Takeaway Lessons

Takeaway #2

Write for the eye first, but always let the ear (or your gut) get final say.



Takeaway Lessons

Takeaway #3

Have someone else read behind you on particularly important messages (especially those that go to clients).



Takeaway Lessons

Takeaway #4

Craft your message in a “pass-along” manner (knowing that people other than the recipient may ultimately receive it).



Takeaway Lessons

Takeaway #5

Pick the right medium for the message (don’t do “crucial conversations” by e-mail; use phone conferences and in-person meetings whenever possible).



Takeaway Lessons

Takeaway #6

Read your message aloud and consider all the ways it could be misinterpreted or misunderstood. Revise accordingly.



Takeaway Lessons

Takeaway #7

Remember that tone goes beyond words. How much time was taken, or not taken, on your message demonstrates how much respect you have for the recipient.



The Catevo Group

Lunch-n-Learn

Thank You

before you hit "send": the role of tone in email

Business