Part of my daily routine is to write around 20 professional emails and read 50+ emails and messages (a lot more when I was working in customer support). I have been doing this for over 10 years (have fun with the math 😊).
My line of work guarantees oversharing, angry emails, poor grammar, sloppy and confusing sentences, awkward words, passive-aggressive phrases…
This work experience has helped me to understand what irritates people, what calms them down and what prompts them to take action.
Word/Phrase: FYI (For Your Information)
Usage: In written communication: Usually inserted before the information presented. It is often used in cases when the reader might not be happy about what they are about to read. It is also regularly used in verbal arguments.
Why not use it: This phrase is the epitome of passive-aggressiveness. Of course anything you say is to inform the reader/listener. It is like saying: “As described in the following sentence:”
What to use instead: Nothing. It is redundant. Just delete it when you catch yourself writing it.
Word/Phrase: Hope this email/message finds you well
Usage: Common opening of an email or personal message.
Why not use it: It is a hollow statement that carries no weight. It basically says: “I am struggling to start this conversation. Usually when I speak to people in person I ask them how they are doing so now I feel compelled to ask you the same but I really don’t want to hear your answer. I just want to cut to the chase ASAP but it feels awkward to skip the pleasantries. Please ignore it when you read it. I don’t care how you are doing. It is an automated email opener.“
It is a disingenuous phrase and the email doesn’t have the ability to “find” anyone. And if it doesn’t find them well, then what? Do they ignore you? Do they come to you looking for a shoulder to cry on? What are you trying to say?
What to use instead: Simply ask: How are you doing? Or don’t ask at all.
Good email openers: Hi, Hello, Hey, (for more casual interaction), Greetings, Good morning/afternoon, I hope you had a great weekend.
Or if you are replying: Thank you for your interest/reaching out/compliment/kind words.
Add a touch of personalization if you know the person’s name: Hi [Name], Hello [Name], Dear [Name] (for more casual interaction).
Word/Phrase: Kindly
Usage: Please kindly check.. Please kindly edit…Kindly reply…
Why not use it: ”Kindly” as opposed to what? Unkindly check it? Aggressively edit it? It is a useless word that hints that the reader tends to be aggressive and this is your passive-aggressive way to address it.
What to use instead: Just don’t use it.
Word/Phrase: To whom it may concern
Usage: Common opening of an email when you don’t know the reader’s name. Often used in cover letters.
Why not use it: Another hollow statement that carries no weight The meaning it conveys is: “I am struggling to start this conversation, so if you are reading this and if it concerns you – continue reading, if it doesn’t – just close the email.” This applies to all emails without bringing any attention to it. Why state the obvious? It is like saying: “If this facebook post concerns you, read on and maybe like it, if it doesn’t – just scroll past it.” Also, why would you send an email to a person who isn’t concerned with the content of your email?
What to use instead: Standard email opener/greeting.
Good email openers: Hi, Hello, Greetings, Good morning/afternoon. Add a touch of personalization if you know the person’s name: Hi [Name], Hello [Name]. If you are writing professional email or cover letter you can also use some of these: I am [Your Name] and I have been [your occupation] for [X] years; My name is [Name] and I am interested in the job position [job role], I have come across your job posting and I would love/like to apply for the position.
Word/Phrase: Any updates?
Usage: Commonly used phrase when we are trying to get an answer or follow-up.
Other forms: Just checking in, Circling back on, I am sorry to bother you…
Why not use it: It comes off as a bit patronizing because the reader has neglected to answer your email which can also sound desperate.
What to use instead: This requires striking a delicate balance between being persistent and respectful. Try some of these: Did you get a chance to look over the information we sent?, Please share your thoughts on our last message/conversation, Have you had a moment to consider my proposal/idea/suggestion/request?, I am thrilled to hear your perspective on our recent proposal/idea/suggestion/request/issue, Do you have any feedback on the issue?
Word/Phrase: Just a friendly/kind/gentle reminder
Usage: Commonly used phrase when we are trying to remind someone to do something.
Why not use it: It is not friendly, gentle or kind. It is not a reminder. It sounds like a threat. You know it, your reader knows it, and you know your reader knows it. It is a passive-aggressive way to express your impatience to get a reaction. It can irritate the reader and it sounds sarcastic.
Other forms: I thought I’d bring this to your attention, I am waiting on your reply
What to use instead: Quickly stopping by to check the status on, I noticed that this task is still pending, Did you get the chance to, Have you had a moment to, The deadline for this task is in 3 days, Can you please update me on the progress and let me know if you need any help…
Word/Phrase: I forgot you/ the meeting
Usage: A phrase used as an excuse for being late, not returning a call or not showing up.
Other forms: It slipped my mind, I thought that was tomorrow
Why not use it: It is rude and inconsiderate. It puts the other party in an inferior position i.e. you didn’t think they were important enough for you to remember.
What to use instead: Just apologize and try to reschedule the meeting or if it is too late suggest a way to avoid this in future. For example: I’ll make sure I check my calendar more often, I’ll set up a reminder, I am putting up a sticky note on my screen for the next one, ect.
Word/Phrase: ASAP
Usage: Pressuring readers to take action (usually to reply) because this is important.
Why not use it: Not only that it sounds desperate but it also may be important to you but not to them. It comes off as an order. It is also self-centered and pushy.
What to use instead: Please respond when you get the chance, Please respond at your earliest possible convenience as this matter is time-sensitive, We need your answer before proceeding with XYZ, We value your timely feedback, Please prioritize this because XYZ…
Word/Phrase: To be honest
Usage: Used when we are trying to be convincing or to appear trustworthy.
Other forms: Honestly, Truthfully, I swear
Why not use it: By saying that you are implying that you weren’t honest thus far.
What to use instead: Let the reader see that you are honest all the time and not use it.
Word/Phrase: To my knowledge
Usage: It’s a way of qualifying a statement, implying that there may be more information out there that the speaker is not aware of. It is a way to avoid overcommitment to a statement.
Other forms: As far as I know, From what I know, According to my knowledge
Why not use it: It is redundant. Anything you say is to your knowledge. It may appear as the person is trying to withhold or hide information. It can also be seen as a subtle way of blaming someone else for not being informed/updated.
What to use instead: In my opinion, Last I heard, Last I remember, During my last audit/ visit/check up, I am not an expert, I am not familiar of the outcome, I do not have all the information, The conditions may have changed, I don’t know, It is confirmed but there may be changes that I am not aware of…
Word/Phrase: Correct me if I am wrong
Usage: Usually used in a patronizing, condescending tone in an attempt to assert dominance and superiority.
Why not use it: It comes off as challenging (try it – if you dare), it makes you sound like a know-it-all (of course you won’t correct me as I am right) and it is off-putting.
What to use instead: Just don’t use it.
Word/Phrase: Please advise
Usage: When someone is seeking the recipient’s opinion, approval, or recommendation on a matter.
Why not use it: Even though it is intended to sound humble it comes off as pushy, demanding, and off-putting. Even clingy in some cases.
What to use instead: Please send us an update on the situation, Please share your thoughts/feedback, Please let us know how to proceed, What do you recommend?, What are the next steps?
Word/Phrase: Thank you in advance
Usage: Often used at the end of the email or a message with an intention to encourage the reader to comply with the content of the email.
Other forms: Thanks in advance, I look forward to hearing from you, Thank you for your kindness, Thanks for understanding, Thank you for your patience…
Why not use it: Even though it is intended to sound upbeat, kind and polite it can come across as presumptuous, manipulative and demanding. You are speaking as if the deed is done already therefore the reader has committed and now must comply. “Thanks for understanding” and “Thank you for your patience” is often used in customer support emails when the error is done on the company’s end and it is often translated as: ”We messed up. There is nothing you can do about it other than send angry emails – so don’t.”
What to use instead: Thank you for your time, Thank you for reading, We apologize for the inconvenience…
Other words and phrases to avoid:
Negative words: unfortunately, error, mistake, devastating, destructive, damage, lack, fail, impossible, problem, refuse, horrible…
Filler words and phrases: Most of the ‘-lly’ words: actually, basically, ideally, totally, really, so, like I said, as previously stated, per our conversation, as mentioned above, as per my last email, just saying…
Words that convey uncertainty: I don’t know, maybe, probably, I am trying, I’ll try, I think…
Instead try something like: I’ll double-check and let you know, I’ll consult with my team, We will work on the issue and update you as soon as we have news, We’ll contact our technical team and update you as soon as they reply, We are investigating/working on the issue…
Instructions/orders: Pay attention, Make sure, For future reference, Going/moving forward, Stop doing XYZ…
Overused words by GPT: Elevate, Indulge, Embrace, Unleash, Unparalleled, Unveil, Unbeatable, Tick-tock…
All capital letters (CAPS LOCK)
Too many exclamation marks!!!!
Not proofreading your emails
Very long emails
credenceknows.com 