When you have a choice, do you prefer being with people who are positive–or negative?
When you read business letters, reports, email, and other documents, which tone–positive or negative–makes the message more enjoyable to read? Which inspires you?
Unless you are a negative person (in which case you must keep reading), I’m guessing your answer is positive. But if you are like most writers at work, you may forget to include language that communicates a positive feeling. You may, for example, include statements like these:
Supplies are limited, so any delays in ordering might result in unfulfilled orders.
You didn’t leave your phone number, so I couldn’t call you back.
Both examples get their messages across, but their energy drags. Compare these revisions:
Supplies are limited. Order now to reserve copies for your department.
Please leave your phone number, and I will call you right away.
One job of the business writer is to eliminate negative words and phrases. Another–even more important–is to add positive ones. Be sure your messages include gems like these, used sincerely:
value benefit enjoy pleasure pleased inspire enhance please thank you appreciate profit feel free saving honor gain help you assist you happy satisfied gratified grateful welcome glad admire like delighted generous
These words can change the tone from negative to positive, from cranky to warm, from irritated to engaged.
Sometimes in the business writing courses I teach, participants want to write their class assignments to imaginary readers they creatively call "Dear Pain in the Neck" or "Dear Constant Complainer." I advise them to try the opposite: "Dear Favorite Customer" and "Dear Person Who Pays My Generous Salary." That positive shift in feeling gives the writer a chance to glow rather than glower.
For more ideas about positive language in business writing, see the special business writing tip on our Syntax Training web site.
Remember: Don’t be negative! Be positive!
