The etiquette of business communication is a complex amalgam of tact, formality, practicality, accuracy and culture. This is the minefield of not just what we say, but how we say it. Knowing and observing the unwritten rules of business language can make a tremendous difference in how your message is received, perceived and therefore responded to.
Since the goal of all business communications is about the outcomes it can influence, our use of business language should be appropriate, precise and therefore carefully chosen. Making these careful choices requires us to understand the nuances of language when used for professional outcomes. We have to “talk the talk” whilst negotiating the tricks and traps of human interaction.
This topic will provide a basic understanding of the core elements of proper business language in a professional context. Students will learn about the psychological effects of spelling and grammatical errors, sentence construction, punctuation and how to change the phraseology for maximum effect. We will discuss the purpose of language and how to shape it as a tool using intent, focus and purpose. This topic also looks at the fundamental rules of communication, especially in written formats. We look at the relationships between those involved in any written exchange.
Consider the following questions as a guide to understanding this topic. Ask yourself how well you understand these principles and how satisfied you are that you can explain them.
1. What effect does spelling and grammar have on our perceived credibility as an author?
2. What is the effect of exaggeration, dramatic or emotional language in business writing?
3. How might saying too much undermine our attempts at conveying understanding?
4. What do we mean when we say that all reading of authored writing is actually a dialogue?
5. What are the roles of a sentence, paragraph and section/page in the creation of a message?
As we explore business language take these considerations into account when forming your own opinions.
- Opinion should be carefully used in business and in a factual and controlled manner.
- The reader is constantly judging the message and the author whilst reading, including judging whether or not to keep reading.
- It is entirely the author’s responsibility to write with the intention to remove all obstacles to the understanding of the reader.
- We generally want to strike a fine balance between emotional engagement and intellectual engagement within a reader.
- The purpose of a message is to create an alignment of understanding in the reader.
