Even in the best of times, business emails and other written communication can seem impersonal (равнодушный, безразличный). Unconsciously, we often adopt a more formal tone in writing compared to when we’re speaking face-to-face. With the coronavirus upon us, these are hardly the best of times. More than ever there’s a need to make sure our written communication has a warm, caring tone. That’s no easy task. It’s all too easy in your business correspondence to strike false notes (взять неверный тон) and come across as insincere, or even uncaring.
Read more in English in Fast Company
After reading the article answer these questions to check your comprehension. In most of the questions more than one correct answer can be chosen.
1. What does the article say about business correspondence during the coronavirus crisis?
A. Our tone is supposed to be formal and impersonal.
B. We shouldn’t be insensitive and uncaring.
C. Listen to other people, but don’t tell them how they should feel.
2. How can we offer good wishes to another person?
A. Open your email with something like, “I hope you and your family are well.”
B. Provide a gift to a client.
C. Express your warmth by saying: “We hope that this small gesture supports you during this time” — if your company provided a gift to a client.
3. Which expressions are to be avoided in business emails now?
A. Stock expressions (обычный запас выражений), impersonal platitudes (общие фразы), and trite (избитые, банальные) assurances.
B. Overused expressions like “We’re all in this together”, “we value our customers” etc.
C. Even mentioning the coronavirus pandemic.
4. If a long-standing client delays a payment or asks for an understanding on a contract, you should:
A. Insist on making the payment.
B. Express support for the loyalty they’ve shown over the years.
C. Remember that keeping the relationship strong is the key.
5. What else can be inappropriate now?
A. Negative statements, like “I’m not sure you’re hiring now, but I thought I’d write anyway.”
B. Being too positive, like wishing to “have a nice weekend”.
C. Accentuating the positive.
6. If you don’t know the recipient well, it is recommended to…
A. Show that you care and demonstrate your empathy.
B. Tread lightlty, because words written to a list of recipients might seem incencere (неискренний).
C. Write something neutral, like “Thinking about you and wondering how you’re doing.”
Answers: 1 – B, C; 2 – A, C; 3 – A, B; 4 – B, C: 5 – A, B; 6 – B.
