NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 1

EMAIL WRITING

NBWU 2082
06/12/18 WORKPLACE COMMUNICATION SKILLS
 INTRODUCTION
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¨ In email, the focus is on the one-to-one recipient of

the email.
¨ It is a predominant form of business writing today.
¨ Poor use of email creates inefficiency in the
workplace.
¨ Non-native English writers often write over-consicely
or do direct translation from mother tongue,
resulting in an incomprehensible/confusing content.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 06/12/18

 THE RISE OF EMAIL
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¨ Email will continue be the main

medium of communication in
the future
¨ Emails are written by virtually
all levels of staff in all types
of company. Traditional
secretary no longer in
charged of the drafting of
document, the staff will
usually need to design the
writing themselves.
¨ Equip yourself with the skills in
effective email writing and
technology to stay relevant in
the future.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 06/12/18

 BASIC PRINCIPLE
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PURPOSE AUDIENCE TONE

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 BASIC PRINCIPLE
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Nearly all workplace

communication is done for at 1. To create a record
least one of three purposes

PURPOSE

2. To request or provide
3. To persuade
information

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 BASIC PRINCIPLE
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AUDIENCE
Workplace communication; email, memo, letter, report, oral
presentation, must be tailored to its intended audience; otherwise
it will not give desired result.
The same content can be written differently depending on the
audience it is intended to.

Questions to What are What do they What do I

ask before Am I writing to What factors
their job titles already know Why do they want them to
preparing any one person or might
and/or areas about the need this do as a result
sort of formal more than influence their
of specific information? of receiving
communication one? response?
responsibility situation? it?

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 BASIC PRINCIPLE
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AUDIENCE
A good starting point for sorting the audience is to classify
by level: layperson, expert, or executive.
By profiling you will better state the purpose of
communication, provide necessary details, cite meaningful
examples, and achieve correct level of formality.

Workplace 1. 2. 3. 4.
communication Upward Lateral Downward Outward
fall into 4 communication communication communication communication
broad (those above (those at your (those below (those outside
categories you in hierarchy) own level) you) the workplace)

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 BASIC PRINCIPLE
8

TONE
The correct word choice and approach in the communication

Phrase your Writer-centred Perspective Reader-centred Perspective

sentence in a 1. If I can asnwer any 1. If you have any
nonthreatening questions, I’ll be happy to questions, please ask.
way, using do so.
Reader-centred 2. Your order was shipped
perspective 2. We shipped the order this morning.
(rather then this morning. 3. You’ll be glad to know
Write-centred 3. I’m happy to report that that …
persepctive) …

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 07/12/18

 EMAIL WRITING STYLES
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¨ It is helpful to think about three writing styles,

although in real life the differences are not so clear.
¨ Most emails are basically neutral, but with some
elements of formality or informality depending on
the context.
¨ Mixing styles is allowed to some extent.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 06/12/18

 EMAIL WRITING STYLES
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• The style of an old-fashioned letter.

• Ideas are presented politely and carefully, with use
of fixed expressions and long words.
• Grammar and punctuation are important
• This style is not so common, usually found if the subject
matter is serious, in emails to make good impression
or in some cultures where formal style is expected.

1. FORMAL
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 EMAIL WRITING STYLES
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• The most common style in professional/work

emails.
• The writer and reader are both busy, so the
language is simple, clear and direct.
• There is often a friendly opening line.
• Sentences are short and there is use of
contractions (I’ve for I have etc).

2. NEUTRAL
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 EMAIL WRITING STYLES
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• The style of emails between friends.

• Email might include personal news, funny comments, etc.
• The style is close to speech, and has informal words and
conversational expressions.
• Many people choose social media rather than email to
communicate with friends; with social media the style is
even more informal.

2. INFORMAL
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13 PHRASEBANK [THE BASICS]
The following slides are the example of the
common phrases used in email writing.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 06/12/18

 More Formal More Informal
Name Dear Mr/Mrs/Ms Hi Mary
Dear Mary Mary, … (or no name at all)

Previous Contact Thank you for your email of … Thanks for your email.
With reference to your email sent [date] Re your last email …
I apologise for not geting in contact Sorry I haven’t written for ages, but
with you before now. I’ve been really busy
Common Your name was given to me by … I got your name from …
acquintances

Reason for We are writing to inform yout that … Just a short note to let you know
wrtiting that …
I am writing in connection with ... I’m writing about ...
In reply to your email, here are ... Here’s the ... you wanted
Giving I am writing to let you know that … Just a note to say …
information We are able to confirm that … We can confirm that ...
I am delighted to tell you that ... Good news!
We regret to inform you that ... Unfortunately, ...
Attachments Please find attached my report. I’ve attached …
14 I am sending
NBWU 2082 | WORKPLACE you … as a pdf
COMMUNICATION file
SKILLS | 2018/2019Here is the ... you wanted
II 06/12/18
 More Formal More Informal
Asking for Could you give me some information Can you tell me a little more
information about … about ..
I would like to know ... I’d like to know …
I am interested in receiving/finding Please send me ...
out ...
Request I would be grateful if you could … Please could you …
I wonder if you could ... Could you ... ?
Do you think I could have ... ? Can I have ... ?
Thank you in advance for your help in I’d appreciare your help on this.
this matter
Promising action I will … I’ll …
I will investigare the matter. I’ll look into it.
I will contact you again shortly. I’ll get back to you soon.
Offering help Would you like me to … ? Do you want me to … ?
If you wish, i would be happy to ... Shall I ... ?
Let me know whether you would like me Let me know if you’d like me to ...
to ...
Final comment Thank you for your assistance. Thanks for your help.
Do not hesitate to contact us again uf Let me know if you need anything
15 you require
NBWU 2082 | WORKPLACE any further SKILLS
COMMUNICATION information.
| 2018/2019 II else.
06/12/18
Please feel free to contact me if you Just give me a call if you have any
 More Formal
Close I am loking forward to … (+ -ing)
Give my regards to ...
Looking forward to our meeting
Yours/Sincerely/Regards
More Informal
Looking forwards to … (+ -ing)
Best wishes to ...
Speak to/See you soon.
Bye (for now) / All the best

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 Checking Understanding
Technical problems Did you get my last email sent on … ?
Sorry, you forgot to attach the file. Can you send it again?
I got your email, but I can’t open the attachment.
Did you mean to this? I don’t want to open the attachment in case it’s got a
virus.
Asking for I’m not sure what you mean by this. Could you clarify?
clarificarion Which … do you mean?
Sorry, I don’t understand this point. Can you explain in more detail?
Are you sure about that?

Giving clarification Sorry, what I meant was … , not ...

I thought ..., but I may be wrong.
I’ll check and get back to you.
The correct information is given below. Please amend your records
accordingly.
Sorry, forget my last email. You’re right.
Close I hope this clarifies the situation.
Get back to me if there’s anything else.

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18 PHRASEBANK [ARRANGEMENTS]
The following slides are the example of
expressions used in arranging for meetings and
invitations.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 06/12/18

 Meetings Neutral Informal
Reason for writing I’m writing to arrange a time for our Just a quick note to arrange a time to
meeting meet.
What time would be convenient for When would suit you?
you?
Suggesting time/ Could we meet on [day] at [time]? How about [day] at [time]?
place Are you free sometime next week?

Saying when you I would be able to attend the
are (are not) free meeting on Thursday morning.
I’m out of the office until 2pm.
Any time after that would be fine.
Unfortunately I can’t manage next
Monday
Confirming I’d like to confirm …
That’s fine. I will call/email you
tomorrow to confirm the details.
I’m free Thursday am.
I won’t be around until after lunch.
Any time after that is okay.
Sorry, can’t make it next Monday.
Thursday is good for me.
That should be okay. I’ll get back to
you if there’s a problem.

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 Meetings Neutral Informal
Changing This is to let you know that I will not Re our meeting next week, sorry but I
arrangements be able to attend the meeting can’t make it Thursday.
next Thursday.
I wonder if we could move it to … ? How about … instead?
I apologise for any inconvenience Sorry for the inconvenience.
caused.
Close I look forward to meeting you in See you in Brussels.
Brussels. Give me a call if anything changes.
Let me know if you need to change
the arrangements.

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21 PHRASEBANK [WRITING STYLES]
The following slides are the example of different
formal/informa writing styles and the use of
politeness in email.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 06/12/18

 Formal/Informal Neutral/Formal Informal

Example phrases Thank you for your email of 12 Feb. Thanks for the email.
With reference to … Re …
I would be grateful if you could ... Please ...
We regret to advice you that ... I’m sorry to tell you that ...
Please accept our apologies for ... I’m sorry about ...
I was wondering if you could ... Could you ... ?
We note from our record that you have You haven’t ...
not ...
We would like to remind you that ... Don’t forget ...
It is necessary for me to ... I need to ..
It is possible that I will ... I might ...
Would you like me to ... ? Shall I ...?
However, ... / In addition, ... /Therefore, ... But, ... / Also, ... / So, ...
If you require any further information, If you’d like more details, just
please do not hesitate to contact me. let me know
I look forward to meeting you next week. See you next week.

Example words Assistance/due to/inquire/inform/ Help/because of/ask/tell/

(formal/informa information facts
pairs with the same Occupation/possess/provide/receive/ Job/have/give/get/fix
meaning)
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Request/requirement/verify Ask for/needs/check
 Polite Neutral Polite and diplomatic

Requests Can you …? Could you possibly …?

Please ... I was wondering if you could ...?
Asking for Is it okay if I …? Would it be a problem for you if I …?
permission Could I ... ? I wonder if I could ...?
Offering help Can I …? Would you like me to …?
Shall I ...? Do you need any help with ...?
Making a What about … (+ -ing)? Why don’t we …?
suggestion Shall we ...? Perhaps we should ...?
Softening a There is a problem. There seems to be an issue with this. It’s nothing
strong comment There will be a delay. serious.
It will be very expensive. I’m sorry, but it looks like there will be small
We can’t do that. delay.
That gives us very little time.It might be quite expensive.
I think it’s better to ask Lin.Won’t it be expensive?
I disagree. It won’t be cheap.
I’m not sure we can do that.
Actually, that doesn’t give us much time.
Wouldn’t it be better to ask Lin?
I can see what you are saying, but …
23 NBWU 2082 | WORKPLACE COMMUNICATION SKILLSDon’t you think
| 2018/2019 II that ...?
06/12/18
To be honest, I think it might be better to ...
24 PHRASEBANK [PERSONAL]
The following slide will look at the phrases used
in job application email.

NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 06/12/18

 Job Application

Greeting (formal) Dear Mr/Ms [real name]/Dear Hiring Manager for [position]/To whom it may
concern
Reason for With reference to your advertisement on the … website, I am interested in
writing applying for ...
Your background I am … years old and am currently studying for a degree in ... at …
University.
For the last two years I have been working as a [job] at [name of company]
The job itself I am interested int his job because …
I think I would be very well suited for this job as I ...
Refer to CV/ I have attached my CV as a pdf document. You will notice in the CV that I …
resume
Final comments I would be grateful for the opportunity to discuss my application further with
you.
I am available for interview by telephone or Skype any weekday afternoon.
Should you require any additional information, please don’t hesitate to
contact me.
You will find my telephone numbe, email address
Close (formal) I look forward to hearing from you soon.
25 Yours faithfully/Yours
NBWU 2082 | WORKPLACE sincerely
COMMUNICATION SKILLS | 2018/2019 II 06/12/18
 EMAIL SCENARIOS
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1. Sending too quickly

• Clicking on the send button too soon

without checking for them first
• Spelling and grammar mistakes,
abrupt tone, overreacting or simply
not answering questions can give
negative impact to you.
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 EMAIL SCENARIOS
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2. Draft folder

• Draft a reply if you cannot send

it immediately.
• Go over the email draft to check
the content for accuracy and if
there are any mistakes made.
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 EMAIL SCENARIOS
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3. CC

• Stands for ‘carbon copy’.

• The cc field is for copying your email to other
recipients so they see the same message as the main
recipients.
• CC is usually used to inform superiors of the work
you do at your level.
• CC email to internal contacts is common, but please
note the use when emailing to external contacts.

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 EMAIL SCENARIOS
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4. BCC

• This stands for ‘blind carbon copy’

• It means the copy of the email is sent
to a recipient whose address cannot
be seen by other recipients.
• A useful feature when confidentiality
is required.
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 EMAIL SCENARIOS
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5. Subject Heading

• Forgot to write the subject of the email.

• Subject too long/too short and not
clear.
• Use of inappropriate punctuation
marks (!/?/@/etc) or non-capitalised
letter.

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 EMAIL SCENARIOS
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6. Signature

• Forgot to include signature/name in

the email.

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 GMAIL GUIDE
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 GMAIL GUIDE
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NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 07/12/18

 GMAIL GUIDE
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NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 07/12/18

 GMAIL GUIDE
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¨ To learn more of the

feature one of the
most common email
provider (Gmail)
please go to:
https://
gsuite.google.com/
learning-center/
products/gmail/get-
started/#!/
NBWU 2082 | WORKPLACE COMMUNICATION SKILLS | 2018/2019 II 07/12/18