| Veteran business writing teacher, Rudolph Flesch, | | | | |
| used to tell this story:Each year, he and his wife | | | | [an error occurred while processing this |
| would exchange presents with some | | | | directive]I'm a fairly experienced writer, but I |
| old friends. One year, the Flesches subscribed in | | | | have to confess that, |
| the name | | | | from time to time, people misunderstand what |
| of their friends to a magazine they knew they | | | | I'm trying to |
| would like to | | | | say in a written communication. Often, this |
| read. The couple duly received a card notifying | | | | happens |
| them that a | | | | because of the difficulty in conveying the |
| gift subscription in their favor had been entered.A | | | | nuances of speech |
| month or two later, the intended recipients | | | | in writing.Nowhere is this more evident than in |
| mentioned, | | | | the modern e-mail message.Perhaps, the very |
| with much embarrassment, that no magazines | | | | convenience of the e-mail medium, the ease |
| had arrived. | | | | and speed with which I can dash off and |
| Flesch got on to the phone immediately.A lady | | | | transmit messages, |
| listened politely and promised to attend to the | | | | is part of the problem. Were I an "old-fashioned" |
| matter right away. But many more phone calls | | | | executive |
| were to be | | | | who dictated something to my secretary for |
| made, and many strongly worded letters written, | | | | typing, I would |
| including | | | | probably go over it carefully again when she |
| one to the Better Business Bureau, before the | | | | would present |
| first issue | | | | her handiwork to me for signing.But more often |
| arrived in the mailbox - almost a year later!After | | | | than not, all the frustration could have been |
| all that, the company wrote the Flesches a letter | | | | avoided, had I taken a few more seconds to |
| of | | | | read my message |
| apology. But how did they begin their letter, after | | | | over again before clicking on the send |
| all | | | | button.Even more so, had I tried harder to put |
| those months of intense embarrassment and | | | | myself in the shoes of the people who would be |
| aggravation?"Please accept our sincere apologies | | | | reading it.I'm all for informality in writing. As I've |
| for any inconvenience | | | | pointed out in other articles, I'm in favor of writing |
| you have encountered with your gift | | | | the way you speak - as if the recipient were |
| subscription."Inconvenience??Flesch points out that | | | | sitting on the |
| the word "inconvenience", as the | | | | other side of your desk. When writing, I always |
| dictionaries define it, suggests little more than a | | | | try to |
| temporary or slight disturbance or annoyance, as | | | | distance myself from the nervous habits and |
| in: "I hope | | | | inhibitions that |
| the new arrangement will not inconvenience | | | | my school teachers, bless 'em, tried to bequeath |
| you.""Perhaps it's only human nature," he | | | | to me.But informality should never be at the |
| philosophizes, "that | | | | expense of clarity. |
| whatever happens to me is to be taken with the | | | | When you're distributing messages to a mass |
| utmost | | | | audience, this |
| gravity; but whatever happens to you - even if | | | | becomes even more critical.Don't sink the ship all |
| it's my fault | | | | for the sake of a single word!Azriel Winnett is the |
| - is never more than an inconvenience; just a | | | | creator of - Your Communication Skills Portal. This |
| slight spot of | | | | popular website helps you to improve your |
| bother, hardly worth mentioning."Why do I say | | | | communication and relationship skills on all levels, in |
| over this story - apart from what it teaches us | | | | business and professional life, in the family unit, |
| about customer service? | | | | and on the social scene. New articles added |
| | | | almost daily. |
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