Business English - Writing Professional Emails: Structure, Tone, and Etiquette

Activity 1: Let's Get Started! (Warm-up)

Why is effective email communication crucial in today's business world?
What are some common mistakes you've seen or perhaps made in professional emails that you'd like to avoid?
How can the tone of an email significantly affect the relationship with a colleague, client, or supervisor?

Activity 2: New Words (Vocabulary)

Let's explore some essential terms and phrases related to writing professional emails. Understanding these will help you craft clearer and more effective email communications.

1. Subject Line (noun phrase): The title of an email, which should be clear, concise, and informative, allowing the recipient to understand the email's purpose at a glance.

Example: A good subject line might be "Meeting Confirmation - Project Alpha, June 5th" instead of just "Meeting".

2. Salutation (noun): The greeting at the beginning of a letter or email, such as "Dear Mr. Smith," or "Hi Anna,". The level of formality depends on your relationship with the recipient.

Example: For a formal email, use a salutation like "Dear Ms. Johnson:"; for an informal internal email, "Hi Mark," might be appropriate.

3. Body (noun): The main part of the email where your message is written. It should be well-organized, clear, and focused.

Example: The body of your email should clearly state your purpose, provide necessary details, and specify any action required.

4. Closing (noun): The polite word or phrase used to end an email before you sign your name, such as "Sincerely," "Best regards," or "Thanks."

Example: Choose a closing appropriate to the email's tone; "Best regards," is a safe professional option.

5. Attachment (noun): A computer file (e.g., document, image, PDF) sent along with an email message.

Example: Please find the report you requested as an attachment to this email.

6. Concise (adjective): Giving a lot of information clearly and in a few words; brief but comprehensive. Professional emails should aim to be concise.

Example: Try to keep your email concise and to the point, as recipients often have limited time.

7. Proofread (verb): To read through written material (like an email) to find and correct errors in spelling, grammar, punctuation, or formatting before sending it.

Example: Always proofread your emails carefully to avoid unprofessional mistakes and ensure clarity.

8. Etiquette (noun): The customary code of polite and professional behavior in electronic communications, including emails. This covers tone, timeliness of response, formatting, etc.

Example: Good email etiquette includes responding to messages promptly and using a respectful tone.

Activity 3: Reading - The Tale of Two Emails

Read the following scenario where a customer, Mr. Lee, sent an inquiry about a product delay, and see two different email responses. Pay attention to how structure, tone, and etiquette differ.

A customer, Mr. Lee, emailed a company regarding a delay in his recent order.

Email 1 (Unprofessional Response):
Subject: Re: ur order
Hey Lee,
Stuff’s late, dunno why exactly. Will check it out. It’ll get there when it gets there. We might send an attachment later if we find anything.
Thx,
Sales Team

Email 2 (Professional Response):
Subject: Regarding Your Recent Order #12345 - Update on Delivery Schedule
Dear Mr. Lee,
Thank you for your email concerning order #12345. We understand your concern about the delivery schedule and sincerely apologize for any inconvenience this delay may cause you. The body of this email is to confirm that we are actively investigating the specific reasons for this unexpected delay. Our team is committed to resolving this matter promptly. We will provide you with a concise update, including a revised delivery date, within the next 24 business hours. We always proofread our communications carefully. Maintaining professional email etiquette is very important to us. We appreciate your patience and understanding in this matter. Please find our company's general shipping policy as an attachment for your reference, although we will update you specifically on your order soon. Sincerely,
The Customer Support Team

The first email lacked a clear subject line, a proper salutation, and an appropriate closing. The language was too informal and unhelpful. The second email, however, demonstrated good structure with a clear subject line, a formal salutation, a well-written body offering a concise plan, and a professional closing. It also adhered to good email etiquette by being polite and proactive, and it remembered to proofread its content and manage any attachment correctly.

Comprehension Questions:

After reading the passage, answer the following questions:

What were three significant problems with the subject line, salutation, and closing in the first (unprofessional) email?
How did the second email use the body of its message to demonstrate good email etiquette and a professional tone towards Mr. Lee?
What does it mean to be concise in an email, and how did the second email promise to be concise in its follow-up?
Why is it important to proofread emails and properly manage any attachment, as implied by the professional response?

Activity 4: Role Play - Drafting a Delicate Email

Read the following dialogue with a partner. One person can be Maria, and the other can be Tom, two colleagues discussing how to write a polite but firm email regarding an overdue payment.

Maria: Tom, we need to send an email to XYZ Corp about their overdue invoice. The subject line needs to be clear and professional, but not too aggressive.

Tom: Agreed. How about "Follow-up on Invoice #678"? For the salutation, "Dear Accounts Payable Team at XYZ Corp," should be appropriate.

Maria: That sounds suitable. The main body of the email is crucial; it needs to be polite yet firm about the payment terms and the overdue status.

Tom: I'll draft it. I want to be concise and clearly state the invoice number, amount, and original due date without sounding accusatory.

Maria: Good idea. If we have a PDF copy of the invoice, we should include it as an attachment for their easy reference.

Tom: Definitely, I'll add the invoice as an attachment. And for the closing, what do you suggest? "Best regards," or something more formal like "Sincerely"?

Maria: Given the formal nature of a payment reminder, "Sincerely," or "Respectfully," might be more fitting. And most importantly, please proofread it carefully before sending it out.

Tom: Absolutely. Double-checking for any typos or grammatical errors is key to maintaining our professionalism. What about overall email etiquette for this kind of sensitive situation?

Maria: Maintain a consistently professional and respectful tone throughout. Be direct but polite, provide all necessary factual information, and avoid using emotional or demanding language. The goal is to get the payment while maintaining a good business relationship.

Tom: Thanks, Maria. That’s very helpful. I'll draft the email now, keeping all those points on structure, tone, and etiquette in mind, especially the need to be concise.

Discuss Together:

After reading or performing the dialogue, discuss the following with a partner:

When writing a sensitive email like a payment reminder, why is it important to choose the salutation and closing carefully? How do they contribute to the overall tone?

Activity 5: Let's Practice - Email Elements Quiz

Objective: Practice identifying and using key terms related to professional email writing.

Scenario: Ms. Anya (a trainer) is quizzing David (a new employee) on the essential components and practices of writing professional emails.

Ms. Anya: Hi David. Today we're recapping the fundamentals of professional emails. What is the very first line of an email that a recipient usually sees in their inbox, which summarizes the email's content?

David: That would be the , so it needs to be clear, specific, and informative.

Ms. Anya: Exactly! And the opening greeting of the email, like "Dear Mr. Harrison," is called the...?

David: That's the , and its formality can vary.

Ms. Anya: Perfect. The main message, where you provide all the necessary details and information, is contained in the _______ of the email.

David: That's known as the of the email. It should be well-organized and easy to read.

Ms. Anya: Good. And what do we call polite phrases such as "Sincerely," "Best regards," or "Yours faithfully," which are used before you type your name at the end?

David: Those are different types of email .

Ms. Anya: Correct. If you need to send a document, a spreadsheet, or an image along with your email message, this file is known as an ______.

David: That file would be an , and I should always mention it in the email if I include one.

Ms. Anya: Excellent point. When writing the main message, it's very important to be clear and not use too many unnecessary words. What adjective describes this quality of being brief yet comprehensive?

David: We should always try to be in our business writing.

Ms. Anya: Very good. Before you finally click the "send" button, what absolutely crucial step should you always take to check for any errors in spelling, grammar, or punctuation?

David: I must always remember to my email thoroughly.

Ms. Anya: And finally, the overall accepted code of polite and professional behavior when using emails, covering aspects like tone, formatting, and response times, is known as email _______.

David: That entire set of rules and conventions would be called email .

Try to fill in the blanks with the correct words or phrases from Activity 2.