Profitable Politeness: The ROI of Business English Excellence

Welcome to Business Fluency - a newsletter designed to enhance your understanding of essential business terms and concepts and provide you with practical strategies to boost your business and career prospects.

In today’s newsletter:

• Profitable Politeness: The ROI of Business English Excellence

• Quote of the day: Henry Ford

• What I’m Watching: Nicholas Cole - Atomic Essays

• Word of the day: Remedy

• Practice Exercise

• Whenever you are ready, here is how I can help you

Profitable Politeness: The ROI of Business English Excellence

The Financial Impact of Business Communication: Building Value Through Words

Last week, we explored how to say "no" politely in business settings. This week, let's examine how effective communication directly influences financial outcomes in professional relationships.

The Hidden Value of Professional Communication

Consider this: A Harvard Business Review study found that companies with effective communication practices showed 47% higher returns to shareholders over five years. Clear, polite communication isn't just about courtesy - it's about creating measurable business value.

While this research focused on shareholders' returns, the benefits of effective communication flow throughout any organization - from large corporations to small businesses, and from senior management to front-line employees.

Whether you're running your own business, managing a team, or building your career, strong communication skills consistently translate into better business outcomes.

Real-World Value Creation

Let's analyze two responses to a client requesting a rush delivery:

Response 1:

Response 2:

The second response often leads to:

• Retained client relationships (valued at 5-25 times the cost of acquiring new clients)

• Cross-selling opportunities

• Positive referrals (which typically close at 30% higher rates than cold leads)

Building Financial Resilience Through Communication

Professional communication creates what financial analysts call "relationship equity" - an intangible asset that can sustain business through economic downturns. During the recent global challenges, businesses with strong client communications reported 12% higher client retention rates.

Practice these communication techniques:

1. Frame alternatives in terms of value rather than limitations

2. Quantify the benefits of your proposed solutions

3. Always include next steps that maintain the business relationship

Practical Exercise

When facing a challenging client request this week, calculate:

• The lifetime value of the client relationship

• The cost of alternative solutions you could offer

• The potential value of referrals from handling the situation well

I have used this approach in my own businesses with the result that many customers have become friends.

Looking Ahead

Next week, we'll explore specific phrases that help negotiate better terms while maintaining positive business relationships. We'll examine how language choice can impact profit margins and contract values.

Quote of the Day: Henry Ford

Our discussion about effective communication leading to better business results reminds me of a quote by Henry Ford that captures the essence of value-focused business relationships:

This mindset transforms every business challenge into an opportunity for growth. When we focus on solutions rather than limitations, we create value that directly impacts financial outcomes and strengthens professional relationships. It's not just about addressing problems – it's about building sustainable business success through proactive problem-solving.

What I’m Watching: Nicholas Cole - Atomic Essays

This is one of the most valuable guides I’ve come across on the subject of writing.

While it’s specifically designed for atomic (short) essays, you can also apply its principles to business reports, emails, Cambridge exams or even newsletters.

Word of the day: Remedy

Remedy - noun - countable - a successful way of curing an illness or dealing with a problem or difficulty

Remedy - verb - to do something to correct or improve something that is wrong

Word Family:

• Noun - remedy

• Verb - remedy

• Adjective - remedial

• Past simple: remedied

• Past participle: remedied

A remedial action is intended to correct something that is wrong or improve a bad sitaution

Business collocations:

• Seek a remedy – The company is seeking a remedy for declining customer satisfaction.

• Provide a remedy – The management provided a remedy for the communication breakdown.

• Implement a remedy – A remedy was implemented to address supply chain disruptions.

• Find a remedy – The HR department is trying to find a remedy for high staff turnover.

• Offer a remedy – The business offered a remedy to compensate affected customers.

• Remedy the situation - To remedy the situation management decided to offer refunds to dissatisfied customers.

Practice Exercises: Remedy

Whenever you are ready, here is how I can help you:

We provide Business English lessons and Cambridge and IELTS preparation courses. You can book an online lesson over Zoom here:

You can book a free 20-minute consultation with Iain over Zoom here:

Why not subscribe to our sister Financial Fluency newsletter for English students interested in learning about the financial markets and investing?

Disclaimer:

This newsletter is for informational and educational purposes only and should not be construed as financial advice. The information contained herein is generic and does not take into account your individual financial circumstances. You should always consult with a qualified financial professional before making any investment or financial decisions.

Additionally, the authors and/or publishers of this newsletter may hold investments in securities or other financial instruments mentioned herein. These are included for illustrative purposes only and should not be taken as a recommendation to buy or sell such securities or financial instruments.