Author: Michelle Troutman

For more than ten years, Michelle Troutman has crafted newsletters and other content for service providers. She has spent a decade creating attention-getting e-newsletters for law and economic development firms. Her marketing and business administration background and education enhance clear and persuasive copy. Through features in publications like "Attorney at Work" and "Law Fuel," and her e-newsletter and YouTube channel, she inspires professionals to create engaging content. She enjoys helping businesses who serve others reach their marketing goals.
writing advice, writing with empathy

5 Steps to Assertive Business Communication (Be Direct Without Overstepping)

Assertive business communication relies on an assertive tone in writing to ensure your message lands. Because like snowflakes, your words can either float away or make a lasting impact. But what is assertion in writing, and how does it affect professional interactions?

A woman walking on a snowy mountain top; from a distance, her feet have left deep imprints in the snow.

Earlier in my career, I leaned on words like “can” or “might,” which sound unsure. I also apologized for things that weren’t my fault, often to soften the blow for something I couldn’t do.

It was like HAL9000’s line in “2001: A Space Odyssey” when he refused to open the pod bay doors: “I’m sorry Dave, I’m afraid I can’t do that.” It comes across as passive-aggressive because HAL doesn’t explain until Dave prods him.

Like HAL’s cryptic refusal, vague writing leaves your reader wondering what you mean.

The business world respects clarity and directness. Assertive business communication builds trust, clarifies your intent, and supports collaboration; it lifts you and your reader up without putting anyone down. Whether in emails, memos, or marketing calls to action, it suits a variety of texts and contexts.

If you’re not used to practicing an assertive tone in writing, it might feel awkward initially, especially if you tend to avoid conflict. But communicating clearly and respectfully shows others where you stand — it’s a gift to yourself and others.

5 Ways to Practice an Assertive Tone in Writing to Leave a Lasting Impact

1. Style – Assertive business communication considers your word choices and structure. Aim for clarity, conciseness, and directness. Prefer “I” statements and active verbs to “waffle words” (“I think/believe/hope,” “might/maybe/perhaps,” etc.) to express yourself confidently.

  • Weak: I hope to send the report soon.
  • Assertive: I’ll send the report this Friday.

How you format your responses online also affects whether you project an assertive tone in writing. For example, set clear expectations and avoid emojis or slang that could undermine your professionalism. Tailor responses to different platforms:

  • Email: Use clear subject lines, concise openings, structured paragraphs, and “next steps” or calls to action.
  • Instant Messaging: Be direct but brief, and use threads to organize conversations.

2. Tone – Show respect or consideration for others and their views; reflect that through being open to feedback without blaming or criticizing.

  • Negative: I can’t finish the report today.
  • Positive: I’ll finish the report before 5:00 pm tomorrow. Does that work for you?

Avoid overusing apologies or the passive voice.

When appropriate, consider cultural sensitivities in your correspondence, too. Americans tend to be more direct than other cultures.

Rewrite a passive email or memo to be more assertive and reflect on the changes. Generative AI can review your tone, but it sometimes prefers politeness to directness. Find wording that balances both.

3. Problem-Solving – Handle conflicts directly and constructively through suggesting solutions that address needs or concerns. Encourage collaboration to reach a resolution.

  • Example 1: I understand we see things differently; let’s explore a compromise.
  • Example 2: I understand the deadline was hard to meet. Let’s discuss how we can prioritize tasks to stay on track.

Assertiveness in business communication is about respect, not confrontation. Use neutral or positive language to avoid blame or negativity and set boundaries. Stick to the facts without attacks.

  • Polite, but passive: I’m following up on my prior message. No worries if you’re busy. Hope you’re doing well.
  • Assertive and polite (and suggests compromise): I’m following up on my prior message. If it’s a busy time, that’s understandable. But I’d appreciate finding a way to communicate more consistently. Would you be open to scheduling a meeting?

If tensions could rise, to prevent misunderstandings, consider speaking rather than writing.

4. Precision – Prefer concrete to vague terms. Avoid jargon or industry-specific words that could confuse your audience. Instead, use plain language to ensure clarity.

State your expectations clearly to avoid confusion while you set boundaries and requirements. Precision removes room for interpretation.

  • Vague: If you could send the files when it’s possible, that would be great.
  • Precise: Please send the files before Tuesday. Thanks.

Break down complex requests into manageable parts.

Example: To finalize the presentation, please confirm your edits to slides 4 and 7 by 5 pm.

5. Purpose – Writing with intention means every word serves a goal through:

  • Subject lines that communicate the purpose behind your message.
  • Using every word to guide the reader toward the next step. For a compelling call to action, add clear benefits to frame your message around your reader’s needs.

Example: Instead of “Please confirm the meeting time,” say, “Confirming the meeting time ensures we’re prepared to move forward.”

Assertive communication in business isn’t just about getting results — it’s about being direct with respect for yourself and others. Understanding what assertion is in writing helps you make statements that remove doubts about their meaning. When you perfect an assertive tone in writing, your words not only stick like snowflakes, they foster trust and collaboration.

Start small: revise one email today to reflect assertiveness. See how a more precise and purposeful approach improves your writing and your professional relationships.

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How are you assertive in your business communication? Please share in the comments.

Quotes

“Those who stand for nothing fall for anything.” ~ Alexander Hamilton

“To be passive is to let others decide for you. To be aggressive is to decide for others. To be assertive is to decide for yourself. And to trust that there is enough, that you are enough.” ~ Edith Eva Eger, “The Choice: Embrace the Possible”

newsletter writing, newsletters, writing a newsletter, writing advice

5 Steps to Write a Business Newsletter Readers Will Remember

A hand holding a smartphone with a large "newsletter" envelope icon on the screen below smaller icons.

The “news” part of the word “newsletter” implies they bring timely updates for fresh and hopefully, interesting content. But how do you write an engaging one?

My writing and e-newsletter creation processes keep evolving, but I’ve found an easy formula. If you want to write a business newsletter, check my simple steps below.

And for more in-depth advice on this and other parts of e-newsletter creation, read How to Write a Business Newsletter: Examples, Format, and Strategy.

1. Just jot – Whether you put pen to paper, type in plain text, in the template, or a document, don’t judge, and don’t edit, especially while you’re crafting. Swat that inner critic away until you’re done.

But follow the 5 Cs of Professional Business Writing.

You don’t always have to write from scratch, either. If you curate content from other sources like articles or a lead magnet (a landing page, blog, etc.), it’s often easier to copy and paste into your newsletter template.

Other writing notes:

  • E-newsletter archives or blogs: To optimize them for search, consider adding SEO keywords to:
    • your headers
    • meta description
    • page URL
    • body copy
  • Remember scannability: Bullet points effectively break up the text. A single-column format can look appealing, however, to reduce scrolling, consider splitting longer text into two columns.
  • Formatting: Follow AIDA (attention-interest-desire-action) or the inverted pyramid style of journalism, with the most important information at the top.

2. Describe hyperlinks, alt-text, and photos – The classic command “click here” is easy to write, but can be clearer. Outside of calls to action, challenge yourself to write hyperlink text that describes where you’ll take readers. It can also improve accessibility, enhancing understanding for people with visual and cognitive impairments (and their screen readers).

Example: Explore more tax savings plans.

While drafting alt-text descriptions for images, avoid phrases like “image of” or “picture of.” Prefer a clear statement that shows readers the content. See 5 Ways to Write for Accessibility and Readability.

Photo captions should give just the facts: the names of people (with their titles), places, or things shown.

3. Calls to action – CTAs persuade readers to act, often to click a link at the end of the text, though they can emerge earlier.

I’ve crafted CTAs that stress a benefit and urgency to emphasize what readers will get. But as Nancy Harhut says, that advice is old hat. Instead, be more specific through action verbs and clear benefits.

Example: Learn More (old way) vs. See How it Works (new, improved way)

To consider the benefit, ask three essential questions:

  • What’s the reader’s pain point?
  • What’s the immediate benefit?
  • How can I make it specific and tangible?

4. Headlines – When I started Five-Minute Business Writing Tips, I’d write the headline first. But as I’ve learned, when you write a business newsletter, to capture the core message, it’s better to wait until you’ve finished a draft.

If you’re stuck, test common lead-generating formulas. Analyzers from Sharethrough or the Advanced Marketing Institute offer insights into attention-getting styles. Numbers, the 4Us, and “how to” are among my favorite approaches.

AI can spark ideas you can polish into catchier and more creative subject lines.

Strive for clarity, specificity, and attraction. Seek to hook honestly, not through “salesy” or misleading clickbait.

5. Preview text – Consider it the expansion or “other half” of a headline. Preview text summarizes your email content while it adds context and intrigue. Tease it without giving away too many details.

You may recycle another subject line you rejected here. Like the main attractor, aim to turn heads. If you have a newsletter/blog, like I do, you may reuse or rework the web page meta description into the preview text.

Discover how to reach clients who value and respect you and your business

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What are some of your favorite newsletter writing techniques? Please share in the comments.

Quotes

“The best newsletters feel like they’re written by a human, not a corporation.” ~ David Ogilvy

“A newsletter is a conversation, not a lecture. Make it personal and authentic.” ~ Chris Brogan

writing advice

The 5 Cs of Professional Business Writing

A hand highlighting passages in an open book with a large yellow highlighter, a good way to focus on where to improve for more professional business writing.

Is your business writing professional — does it stand out or fade into the background, failing to reach your readers? If not, it might be time for a refresh.

I’ve done that. Especially since the advent of AI and its generic phrasing, I felt my writing was wordy and lacked luster. So, I’ve been sharpening my writing pencil ever since. Editing tools have helped me polish my phrasing. I’ve also chiseled away at my weaknesses.

Refreshing my writing has helped me boost my subscriber base and gain more work. It can help you keep readers hooked and ultimately, attract customers.

So, let’s brush up on the basics. Ready to stifle the yawns and add some “oomph” to your writing?

Watch these five videos on the 5 Cs to learn how to make your writing easy to understand, engaging, and error-free — sharpen your skills and make every word count.

1. Clear – Vague copy is as foggy as a smudged windowpane; professional business writing shows a clean view of every detail. It contains the information essential to readers.

Suppose you’re emailing colleagues about a deadline update. Instead of saying “The deadline has been changed,” be more direct and specific:

Example: We’ve moved the deadline for the earnings report to next Friday, March 15th, at 5 pm EDT (Eastern Daylight Time).

One way to assess clarity is to check the readability level. This metric corresponds to grade-school levels, increasing with longer words and sentences, To address the average reader, some grammar experts suggest you write at a sixth-grade level.

Measure it with:

2. Concise – Give only the information a reader needs to know. Trim the fat. To stay concise, be precise.

Essentially, slice away passages that detract from the meaning of the work, are vague, or repeat similar information. Write in plain English — like you speak — free of jargon. Compare these two sentences:

Example: In order to process your order, we need more information.
Revised: To process your order, we need your shipping address.

Strunk and White: “The Elements of Style”: Every word or sentence doesn’t have to be short, but every word must “tell.”

3. Correct – Accurate and professional business writing:

  • Meets basic grammar rules
  • Contains proper spelling and punctuation
  • Is fact-based

Beyond that, views on style vary. Depending on the style you prefer, you may format words or punctuation differently.

Example: The term “health care”: some organizations don’t place a space between the words (“healthcare”).

Minor differences like these can shift meaning and clarity in your writing.

Regarding facts, generative AI can “hallucinate,” or make up information and sources. Imagine the trust you lose when someone discovers your statistics are backed by thin air. Whether or not you use AI, verify any data — ensure every fact and figure is correct and credible.

4. Courteous – Friendly writing feels like a warm handshake, setting a polite tone. Whether you’re rejecting an idea or confirming a meeting, aim to reflect respect and professionalism. Avoid slang.

Example:

“Dear Tyler,

Thank you for meeting with me yesterday to discuss the Tech5000 project. I enjoyed learning more about your vision and goals.”

When your writing reads like a conversation, it’s more likely to connect with people.

5. Complete – Some stories, like “The Dark Tower” by Stephen King, end on a cliffhanger, without telling the entire tale to keep readers guessing until the next installment. You can leave your audience hanging by mistake when you omit necessary details.

Give all the details to get your point across. If you don’t, you can leave your readers with questions.

Close the loops through answering:

  • Who?
  • What?
  • When?
  • Where?
  • Why
  • How?

Example: “We’ll follow up later.”
Rephrased: “We’ll follow up with the revised project outline by Monday, March 18, at 4 pm. Please let us know if you want any changes.”

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Which of the 5Cs has helped you improve your writing the most? Leave a comment.

“Say all you have to say in the fewest possible words, or your reader will be sure to skip them; and in the plainest possible words or he will certainly misunderstand them.” ~ John Ruskin

“The two words ‘information’ and ‘communication’ are often used interchangeably, but they signify quite different things. Information is giving out; communication is getting through.” ~ Sydney J. Harris

write with empathy, writing advice

5 Ways to Write With Empathy in Business

In our post-pandemic business climate, one attribute distinguishes thriving companies: empathy. What does having empathy mean to you? Sometimes people confuse the term with compassion.

A young woman with an updo wearing a frilly blouse seated at a desk beside a lamp writing a letter with a pen.

Here’s how to discern the difference: If you tell a friend about a bad day at work and they say, “I’m sorry to hear that,” that’s compassion. But if they say, “That’s so frustrating,” that’s empathy.

Companies that don’t write with empathy or miscommunicate can disregard people’s feelings; the tarnished image can decrease their revenue.

For example, WeWork made headlines when the CEO fired 900 employees during a video meeting. The mass layoff helped turn the former tech giant into a poster child of corporate callousness, resulting in mismanagement concerns and a loss of trust among employees, investors, and the public. Two years later, it went bankrupt.

When messaging speaks to clients, they see a company that cares about more than just the sale. This connection fosters trust and loyalty, turning empathy from a soft skill into a tool that builds stronger, lasting relationships.

See empathy in action — in-depth explanations of each of the five steps below.

How to Write With Empathy to Engage Your Clients

1. Slip on their shoes – “Empathy means you relentlessly focus on your customer. You view the entire world through his or her eyes—because, remember, everything the light touches is content.” ~ Ann Handley, “Everybody Writes” (First edition).

Ask: How does my reader feel? Slip on their shoes.

Try this: Before you write your next email, imagine you’re the receiver. Are they rushing between meetings or relaxing with their morning coffee? How would your message fit into their day?

Handley suggests quality content results from the equation Utility x Inspiration x Empathy.

  • Utility: Clearly helping people do something that matters to them (e.g., easing their pain, helping them decide).
  • Inspiration: Fresh, well-written copy inspired by data that “feels like it could come only from you.”
  • Empathy: We see the reader’s point of view; the content is easy to grasp — written in a conversational tone — and you take as long as you need to tell the story well.

2. Dig deeper — An empathy map shows how customers will react to something now or how they have reacted before. The results can help you create a value proposition or other content; they’re often used in making new products or services.

As Alex Patton suggests, you can swing too far by fixating on facts or pressing customers’ pain points with hard selling. To strike a balance, place your customer at the heart of your approach.

Gain insights into their thoughts and feelings through surveying them or reading their reviews or social media posts. Then per “Everybody Writes,” explain how your products or services improve people’s lives. Be specific.

  • Company-centric: Many courses available round-the-clock.
  • Customer-centric: Udemy: “Learn anything. On your schedule.”

3. Empathy in action – Commiserate: repeat what the client said to show you’re listening and that you empathize.

Say that it’s frustrating that the website is down or the app won’t work. Beyond words, be real: speak from your heart. Again, imagine how your reader feels rather than saying what you think they want to hear.

The book “Writing That Works” by Kenneth Roman and Joel Raphaelson espouses the principles of writing with empathy. The authors admit writing is “less personal and more permanent” because the reader can’t see your face or hear your voice. To compensate, they suggest:

  • Your writing be as clear as you would say it in person.
  • Your writing be as tactful and understanding as you would be in person. Note your tone.
  • You anticipate your readers’ questions and objections and do your best to answer them.

Then ask yourself: “Would I say it, and would I say it in that way, if I was face-to-face with my reader?”

In other words, reply with warmth and feeling, as you would if you heard someone’s complaint at a dinner party. Speak in the first person, taking personal responsibility. If you must refuse someone’s request, show appreciation for the other person’s feelings and point of view. And “Always take the trouble to explain your reasons.”

Even form letters or emails should read less like templates and more like personal messages.

4. Get a clearer view – Writer Catie Holdridge offers more questions you can use to tap into the customer’s perspective:

  • Which issues has the customer raised?
  • How do they seem to feel, or how are they likely to feel, about these issues?
  • Which aspect of the problem seems most important to them?
  • Considering what you know of them, how is your reply likely to make them feel?
  • What do they already know about the subject? What more do they need to know?
  • What other interactions, if any, have they had with customer service or the company so far?
  • What will satisfy them?
  • What do you want them to think, know, or do?
  • How do you want the customer to feel after they’ve read your reply?

Again, the answers give you a glimpse into the client’s viewpoint, guiding your tone. But they’re not mind-reading tools. Sometimes, asking customers what will satisfy them is more effective.

5. Speak human – Businessese, overly formal language intended to impress readers, can appear forced, like some AI-generated content. As copywriter Nick Usborne has said, AI lacks emotional intelligence. It often needs coaching or prompting to arrive at the right empathic phrasing.

That’s where a human touch comes in, especially in editing it to add the right amount of emotion to connect with respect for your readers.

  • Example of a tagline for a personal injury law firm: Justice Served. Compassion Delivered. (ChatGPT)
  • Rephrased: We’ll be there to guide you through the legal process and help you win compensation for your injuries, lost wages, and medical costs.

To gauge how empathetic writing affects client satisfaction and sales, analyze your data. When feedback, engagement metrics, and conversion rates rise, they can show that the content touches clients.

Discover how to reach clients who value and respect you and your business

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Have you had a bad experience with a company? Leave a comment.

Quotes

“A clear and considerate letter written with sympathy for how the reader is going to feel. That’s the secret of how to say ‘no.'” ~ Kenneth Roman and Joel Raphaelson, “Writing That Works” (First edition)

“If you know how to wield empathy with a little love, not a sledgehammer, you will be able to crawl inside your reader’s head and touch her heart every time.” ~ Lynda Dell, “3 Insanely Easy Email Engagement Boosts,” Digital Doughnut