Common Pitfalls Of 'Work' Emails

Written by: Carthy Ngo / Professional Communication / July 14, 2021 / 10 minutes read

Read the following email:

Hi Julia!

I hope you are doing well! I was just wondering if you got around to finishing the latest progress report. If so, would you please send it to me as soon as possible? Thank you so much!

Best,
Jane

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Assume Jane and Julia are colleagues in the same position at work, on the same team. When you read Jane’s email above, is there anything you would change to modify her tone, or is this how you often sound in your work emails? Imagine that you are on the receiving end of this email as Julia – how do you see Jane as a colleague?

It is likely that Jane seems like a friendly and understanding person to be around, which is great, however it is also possible that Jane has inadvertently portrayed herself as a passive, complaisant, and overzealous colleague.

Common wording & punctuation choices

Below are Jane’s subtle language and punctuation choices that contribute to the aforementioned characteristics:

• Replacing direct questions with indirect phrases (passive): Instead of asking a direct question (“Have you finished the latest progress report?”), phrasing it in an indirect statement (“I was just wondering if you got around to finishing the latest progress report.”) can denote passivity because of the avoidance of being direct.

• Inserting the word “just” that downplays a request (complaisant): When you use the word “just” as you make a request or explain yourself (“I was just wondering…”), it implies that the request/explanation is not as urgent and/or important (as if you omitted the word “just” - “I am wondering…”).

• Using several exclamation points (overzealous): Using exclamation points can indeed add a positive and excited tone to an email, and that is probably why many people use them. However, it is not usually necessary to add several in one email to achieve this effect. Excessive exclamations can be exhausting to read because they are read in a “louder” tone with more emphasis.

Context is important

These choices do not always have an exclusively negative impact, depending on the context of a given situation. 

If Jane were new to the workplace, and Julia was in a superior position, perhaps it would be a good idea for Jane to appear as cooperative and enthusiastic as possible, to foster trust and comradery. 

Conversely, if Jane was recently promoted to a managerial position at work, and Julia was an employee who Jane manages, then Jane likely should increase her executive presence by being more assertive in her language. (If this is an area you are interested in learning more about or require support around, our Assertive Communication MasterClass may be for you!)

Why does this matter?

The writing of a clear, concise, and effective email is an area of professional communication that is often overlooked. Although verbal communication is usually the main focus and priority of our clients, for good reason, it is also important for us all to be cognisant of the way we portray ourselves through our professional emails. 

Here are a few reasons why this is important:

1. Save time: Reducing the number of extraneous words and phrases you use in a single email can add up to a lot of saved time, either by saving you time writing them, or by preventing confusion and helping others to quickly and accurately understand your intentions.

2. Save energy: When you are typing up an email, you probably read it over internally in your own voice. By reducing the number of exclamations you use, you can save yourself some effort by not having to be constantly enthusiastic, and also energy by not having to “shout” as much while reading internally!  

3. Have efficient and effective interactions: Your emails may be the only form of contact you have with certain colleagues, as you probably will not have an opportunity to speak to everyone in-person. It is therefore in your best interest to ensure that each of your interactions at work are effective in communicating who you are as a colleague in the way that you want. 

4. Support your communication in other contexts: The way you communicate via email can influence your communication in other contexts of your life (i.e., text messages, in-person conversations, internal dialogue), and vice versa. If you get into the habit of using passive language, downplaying yourself, and being consistently energetic in your emails, this can easily transfer to your text messages and the way you talk to others and yourself.

How could Jane’s email be modified?

Here are a few tips and strategies to combat the identified pitfalls of Jane’s original email to Julia (and for you to apply to your own emails at work):

• Ask direct questions wherever possible

• Remove the word “just” - unless related to time, precision, or justice!

• Limit every email to include only 1 exclamation

Here is Jane’s modified email to Julia, for reference:

Hi Julia,

I hope you are doing well. Have you finished the latest progress report? If so, please send it to me as soon as possible. Thank you!

Best,
Jane

To speak with one of the speech-language pathologists at Well Said: Toronto Speech Therapy, schedule an initial consultation by clicking the link below or calling (647) 795-5277.