E-mail Etiquette: Create the Right Tone and Get the Results You Want

The disembodied world of e-communications is fraught with potential misunderstanding. It’s all too easy to thumb off a quick message on your smartphone that unwittingly offends the recipient with a blunt tone. At your desk, it’s also easy to write flowery language around the key issue for so long that you lose your audience before you get your message across.

Learn how to strike the right tone in e-mails so that your recipient cannot possibly misunderstand you, and gives you the information you want. To test their implementation of the principles on-the-job, participants may send documents to the workshop leader for review after the course.

Program Content:

How to:

• Clarify the response you want from a message
• Make sure the recipient does what you need
• Avoid cliché words and phrases that confuse or irritate people
• Build a toolbox of tones so you always use the best fit
• Assess your audience and calibrate your writing style
• Change the Subject line to get quicker responses
• When to CC and when to BCC and why you should almost never “Reply All”

Of interest to:

Anyone who regularly emails clients and colleagues and wants to make a strong impression. Anyone whose email messages seem to be misunderstood or ignored.



Poorly written emails lead to:

  • Misunderstanding and delays
  • Inadvertent offense
  •  Too much time spent writing and re-writing
  •  More emails than necessary


Well written emails lead to:

  • Quick, accurate responses
  • Friendly, respectful replies
  • An efficient, easy to use process
  • Fewer emails

Course time went by very fast. Lots of exercise time during the class.
Learned new ways to condense emails without losing the message. Also relearned some of the grammar I had long forgotten.
Great course, really enjoyed it
-Participants in CPA Nova Scotia who took the course in April 2019