TONE OF LETTER,

POSITIVE V/S Dr. Anjali Ramnani, Assistant

Professor, GLS University

NEGATIVE MESSAGES
TONE OF A LETTER
Just as the tone of your voice communicates emotions, moods during oral speech,
the tone of a letter also conveys the same.
Can be sarcastic, impersonal, flattering, neutral or enthusiastic.
7% of intent or impact is provided by letters because there are no facial or vocal
cues.
Specific purpose to a specific receiver.
Read your letter aloud – does it sound pompous or dignified? Impersonal or
friendly? Long-winded or concise?
POSITIVE MESSAGES V/S
NEGATIVE MESSAGES
Positive message – direct approach, negative message – indirect approach
Negative message – cushion the blow
Positive message – get straight to the point
Eg. Congratulations on winning 5000 in the lottery!
Eg. Thank you for writing to us. We have credited the balance amount to your
account.
ad News Message Outline and Example

NEGATIVE MESSAGE – HOW

TO BREAK THE NEWS?
Part Example Message
Thank you for your order. We appreciate your interest in our
1. Buffer
product and are confident you will love it.

We are writing to let you know that this product has been
2. Explanation unexpectedly popular with over 10,000 orders submitted on the
day you placed yours.

This unexpected increase in demand has resulted in a temporary

out-of-stock/backorder situation. Despite a delay of 2-3 weeks,
3. Bad news + redirect we will definitely fulfill your order as it was received at 11:57
p.m. on October 9, 2018, as well as gift you a $5 coupon towards
your next purchase.

While you wait for your product to ship, we encourage you to

use the enclosed $5 coupon toward the purchase of any product
4. Positive action closing
in our online catalog. We appreciate your continued business and
want you to know that our highest priority is your satisfaction.
ELEMENTS OF A LETTER
Letterhead
Sender’s address
Date
Receiver’s address
Salutation
Subject
Body
Complimentary closing
Signature block
Copy notations
Enclosures/attachments
Post-script