In a face-to-face scenario, it’s easier to build personal rapport because a real person can be seen and heard. It’s also easier to communicate over the telephone because you can hear the tone of the voice used without having to see the person at the other end of the conversation.
But on email, you don’t have either of these advantages, so it’s important to learn writing techniques that can help you create rapport with your readers, customers and colleagues.
Here are some email writing techniques you can use.
Engage your reader by using positive affirmations
In general, everyone loves reading messages that bring a smile to their faces. With this rule in mind, always be warm and friendly in your opening. Use positive affirmations where appropriate.
Here are some examples:
- Thank you for taking the time to meet up with us earlier this afternoon. It gave us a good opportunity to learn more about the new project.
- Thanks for calling me today. It was nice of you to clarify this issue with me personally.
- I’m so happy to hear this good news from you! You’ve worked really hard the past few months and I think you deserved to win the “Best Staff of the Month” award. Congratulations!
Be personal, write with emotion and empathy
Emotive and sensory words add texture and dimension to every message that you write. But most people (office managers especially) are so keen to get straight to the point that they often sound rude, authoritative and even offensive.
Remember that people typically respond better to positive language and messages that sound personal. For example:
- Let me know what are some of the questions you have. I’ll help you sort out this problem.
- I appreciate your understanding in trying to resolve this issue.
- I hope I can help you solve this problem very soon.
- I understand your concern. I’m always here to help. Please call me.
- What are some of your concerns? I’ll be most happy to help you out.