Workplace English: Tone, Politeness and Simple Words

This course is for people who use English at work as a second or third language, or who want their workplace English to be clearer and more confident. You do not need perfect grammar or an accent like a film actor. Millions of people around the world work in English, and most of them are not native speakers. What matters at work is being clear, polite and easy to understand. This first lesson gives you the foundation: the tone of workplace English and the habit of choosing simple words.

Clear beats fancy

Many learners think that long, rare words sound intelligent. At work the opposite is true. The best workplace writers use short words and short sentences, because busy people read fast and many readers are also working in a second language. Compare these pairs.

Fancy:   We would like to ascertain whether you can facilitate the
         procurement of the requisite documentation.
Clear:   Can you please get the documents we need?

Fancy:   Kindly revert at the earliest.
Clear:   Please reply by Friday.

Fancy:   I am writing with regard to the aforementioned matter.
Clear:   I am writing about the invoice.

The clear versions are not rude or childish. They are professional. A useful rule: write the way you would speak to a respected colleague, but a little more carefully. Aim for sentences of about 15 to 20 words. If a sentence is long, split it into two.

Formal and informal

English has levels of formality. You choose the level by looking at who you are speaking to and what the situation is.

• Formal. For people you do not know, senior managers, customers, official letters and first emails. Use full sentences, polite phrases, and no slang. Example: Dear Mr Khan, I would like to ask about the delivery date.
• Neutral. For most workplace messages. Friendly and polite, but not stiff. Example: Hi Priya, could you send me the report by Friday?
• Informal. For close colleagues and quick chats. Short, relaxed, perhaps with common spoken forms. Example: Hi Sam, got a minute?

When you are unsure, choose neutral, and watch how others write to you. If your manager writes Hi and your first name, you can do the same. If someone writes Dear and Mr, answer in the same style. Mirroring the style of the other person is a safe habit.

The power of please, thank you and could

In English, politeness is mostly in the small words and in the way you ask. Commands sound hard. Questions with could or would sound polite.

Too direct:  Send me the file.
Polite:      Could you send me the file, please?
More polite: Would it be possible to send me the file today?

Too direct:  I want a day off.
Polite:      I would like to take a day off on Friday. Is that all right?

• Say please when you ask, and thank you when you receive help. Do not say it only once. A short thanks at the end of a message is normal.
• Could you and Would you are polite and very common for requests.
• I would like is more polite than I want.
• Sorry is for small mistakes or to get attention: Sorry, could you repeat that? Apologise more strongly for real errors (lesson 6).

Soften a message

Direct statements can sound hard in English, especially disagreement or bad news. Softening phrases make your message gentler without hiding your meaning.

Hard:   You are wrong.
Softer: I see it a little differently. Can we check the numbers?

Hard:   This will not work.
Softer: I am not sure this will work. Could we try another way?

Hard:   You did not send it.
Softer: I do not think I have received it yet. Could you check?

Useful softening words: perhaps, maybe, a little, I think, I am not sure, it seems. Use them in moderation. Too many make you sound unsure.

Say the main thing first

In many workplaces, especially in the UK, Canada and the United States, people like the main point at the beginning. In some cultures, people give long background first, and then the request. When you write to a busy reader, start with what you need or what you want them to know. Then give the details.

Less clear: Last week we had a meeting and discussed the project, and
            many things were talked about, so after that I checked
            the schedule and found a problem. Could you help?

Clearer:    Could you help me with the project schedule? I found a
            problem after last week's meeting. The delivery date
            is before the approval date.

Respect and titles

• Use Mr, Ms or Dr with a family name when you are unsure: Dear Ms Okafor. Ms works for any woman, without saying if she is married.
• Use first names if the other person uses yours. In many modern workplaces first names are normal, even for senior managers.
• In some places, titles such as Sir or Madam are common and respectful. In others they sound old-fashioned or odd. Follow what you hear.
• Spell names correctly. If you are not sure, ask or check an email signature.

Words to avoid or use carefully

• Slang and jokes that depend on culture. They may not be understood.
• Very strong words, such as urgent or immediately, unless it really is urgent.
• Words about age, religion, gender, race or disability that could offend. Choose neutral words.
• Local words that may not travel. For example, prepone is used in India but is not understood in many other places. If you work with people in other countries, use common words: move earlier.

Your task

1. Rewrite these three messages to be clearer and more polite: Send the report today. / I want the answer now. / Kindly revert at the earliest.
2. Take one long email or message you wrote, and split every sentence longer than 25 words.
3. Write the same request in a formal, a neutral and an informal version for a colleague, a manager and a customer.

How to check it worked

• Your rewrites use please, could or would, and keep each sentence short.
• You can explain the difference between formal, neutral and informal.
• Your messages put the main point near the start.