Listen and Be Understanding
Don’t just say: “I don’t agree.”
Show the other person that you listen and understand them — this will make them more open to hearing your point of view.
📌 Use phrases like:
- Yes, but…
- I see what you mean, but…
- I agree up to a point, but…
🗣 Examples:
- I think we should wait until a better opportunity comes along.
→ Yes, but we might not get another opportunity like this for a while.
- I think we should ask for a 20% discount because it will show them that we are serious.
→ I see what you mean, but I think 20% might be a bit too much. It might put them off.
Avoid Negative Words
People respond better to positive wording, even when the context is negative.
🚫 Don’t say: I think that’s a bad idea.
✅ Say: I don’t think that’s such a good idea.
🗣 Example:
Let’s go for a good cop, bad cop approach in this negotiation!
→ I don’t think that’s such a good idea. They might see through it.
Say the Magic Word: “Sorry”
The word sorry can be used in countless ways — to interrupt politely, to disagree, to apologize, or to soften your message. It reduces tension and makes communication more comfortable.
🗣 Examples:
- Sorry, but can I just say something here?
- Sorry, but I don’t really agree.
- Sorry, but I think that’s out of the question.
🌿 Use Softeners
Softening words make your statements sound less harsh and more flexible.
🚫 Don’t say: I don’t like it.
✅ Say: I don’t really like it, I’m afraid.
🚫 Don’t say: Can I say something?
✅ Say: Can I just say something here?
🚫 Don’t say: I didn’t catch that.
✅ Say: Sorry, I didn’t quite catch that.
Avoid Finger-Pointing Statements
Using “you” in emails can sound aggressive or accusatory. Replace it with “I” or “we.”
🚫 Don’t say: You don’t understand me.
✅ Say: Perhaps I’m not making myself clear.
🚫 Don’t say: You didn’t explain this point.
✅ Say: I didn’t understand this point.
🚫 Don’t say: You need to give us a better price.
✅ Say: We’re looking for a better price.
Email Structure
1️⃣ Opening (Purpose of the Email)
Briefly explain why you’re writing.
2️⃣ Body (Main Content)
Use the 5-by-5 rule:
- No more than 5 logical blocks.
- No more than 5 key points in each block.
- Use paragraphs, highlights, and numbering for readability.
3️⃣ Summary / Call to Action
Summarize your message, clearly state what you expect, propose, or request.
Three Attention Points
- Subject line — what the recipient sees before opening.
- Opening phrase — the first line should announce what the email is about.
- Closing phrase — the last sentence should summarize or call to action.
Every Email Should Answer
- What is the main goal of this email?
- What do we want to achieve?
- What’s important for the recipient?
- What action do we expect them to take?
- What are the deadlines? (No deadline = no action.)
- What happens if the recipient doesn’t respond or act?
Types of Business Emails
Enquiry Letter
Used to request more information.
Structure:
- Greeting
- Mention source of information
- Request for details
- Additional questions
- Signature
Reply to Enquiry
A polite and professional response that builds a good impression.
Structure:
- Greeting
- Thanking for their interest
- Providing the requested information
- Answering additional questions
- Expressing hope for future cooperation
- Signature
Complaint Letter
Used to describe a problem clearly and request resolution.
Structure:
- Greeting
- Introduction (state the issue)
- Detailed description
- Expected actions
- Signature
Apology Letter
Sent in response to a complaint. The goal is to express regret, explain corrective measures, and maintain trust.
Structure:
- Appreciation for feedback
- Expression of regret
- Apology
- Explanation of corrective actions
- Reassurance of partnership value
Appeal Letter (Request Letter)
📌 When writing to a superior:
Be formal and polite. Avoid forceful or demanding tone.
📌 When writing to a colleague:
Use a neutral, balanced style. Prefer would like or could forms.
📌 When writing to a subordinate:
You may use a firmer but respectful tone:
- Could I ask you to…?
- Please make sure to…
🧭 These principles form not just writing etiquette, but a culture of professional communication — where respect, clarity, and empathy create the strongest results.