Write with Kindness

Owned by Michael Cannon
Last updated: Sept 14, 2023
2 min read

Words are powerful; let's use them wisely and kindly.

Effective communication is a cornerstone of Axelerant's success, impacting internal dynamics and client relationships. As we navigate an increasingly digital world, how we express ourselves—especially in writing—holds immense significance. This guide aims to imbue our written exchanges with Axelerant's core values: Enthusiasm, Kindness, and Openness.

Why Kindness in Writing Matters

Writing with kindness fosters a culture of mutual respect and inclusivity, directly influencing the quality of our work and relationships. Kindness in communication enhances the clarity and comprehension of messages, reducing misunderstandings and conflicts. Ultimately, it aligns with our people-centric approach, enabling us to understand better and solve problems more effectively.

Identifying Tones in Communication

Neutral Tone

A neutral tone is a factual and direct approach to delivering straightforward, non-sensitive information.

  • "Your onboarding is scheduled for next Tuesday."

Use when delivering straightforward, non-sensitive information.

Formal Tone

The formal tone is a professional and courteous approach used in official communications.

  • "The DevOps team has successfully deployed the new infrastructure for our client, Legacy.com. Your contribution was crucial."

Use during formal correspondences, such as project updates or official announcements.

Empathetic (Compassionate) Tone

The empathetic tone integrates qualities of both compassion and empathy, ideal for a broad range of challenging or emotionally charged situations. This tone acknowledges the emotional landscape while also offering understanding and considerate solutions.

  • "I understand that the last phase of the SUNY Maritime College project had its challenges, and I can see that it was emotionally demanding. Your dedication and commitment were key to the project's success."

Use for communications that address sensitive issues, workload stress, team morale, or any challenges and emotions that team members or clients might be experiencing.

Respectful Tone

A respectful tone acknowledges and respects others, which is ideal when dealing with expertise or status.

  • "We respect Acquia's technical expertise and are committed to aligning our Drupal developments with your high standards."

Use when you need to acknowledge the status, expertise, or viewpoints of others, mainly clients or senior leadership.

Non-Confrontational Tone

The non-confrontational tone avoids conflict or escalation and suits sensitive or contentious matters.

  • "We noticed some performance metrics falling short of the agreed-upon SLAs. Could we discuss a plan to bring these back on track?"

Use when addressing a sensitive issue or potential point of conflict within the team or with a client.

The "Kindness Writing" Checklist

Before pressing "send," ask yourself:

  1. Clarity: Is the message easy to understand?

  2. Tone Matching: Does the tone align with the situation and audience?

  3. Respect: Does it honor the reader's viewpoint or emotional state?

  4. Transparency: Are you being as open as possible without compromising confidentiality or strategic interests?

  5. Empathy: Are you acknowledging and respecting the emotional state of the reader?

  6. Non-Confrontation: Have you avoided language that could escalate tensions or create conflict?

ChatGPT Tip

Use ChatGPT to see an alternative way to convey your message.

Please update the following content to use a kind, empathetic tone.

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