Contributed by Georgina (Sydney ESL Team)

Modality in language is the way we use language to convey our attitudes to various situations. Modality is something we should always consider in our communication whether English is our first or our second language.   Modal verbs and phrases can express how certain we are about something, how willing we are to do something, possibilities and even our sense of obligation. We can also use modality to convey urgency.  Depending on the modal verbs used, we can express both high and low levels of urgency and varying levels in between.

Urgency is ever present in business.  We all work under the pressure of time and there is never enough time to meet all the demands of our jobs and our daily lives.  So, let’s look at how we can use modality, especially with clients and suppliers, to get things done.

If I was to say, “you must” or “you ought to” or “you have to”, would it be the same as saying “you might” or “you could” or “you may”?  The first set of modal verbs convey high modality, stressing urgency, and the second set communicate low modality and less urgency.

There are many modal verbs used in English. Therefore, its useful and important to know when to use them to create the desired tone when writing and/or speaking.  This is especially useful with clients.

So how can we use modality to improve our written and spoken communication?  A number of our ESL clients work in the services sector where they are dealing with clients and customers on a daily basis.  One very practical use is when we are chasing up clients.  You know them!  The ones who need to be reminded to sign documents or complete paperwork or make a payment before a certain deadline.  Somehow clients don’t have the same sense of urgency about these things!  We all have clients who need to be reminded, especially when deadlines are looming.

Here are some examples of low modality phrases:

"Can you please ensure that the documents are signed and returned to us as soon as possible"

"Your prompt attention would be greatly appreciated.”

The phrases above convey a moderate sense of urgency.  It’s a gentle reminder or a nudge with little frustration or annoyance.

Here are some high modality phrases:

Documents must be signed and returned to us within 7 days or we cannot guarantee…..”

“This matter is now urgent and requires your immediate attention.”

“It is absolutely essential that …”

These phrases send a strong and clear message or urgency and importance.

Compare:

If we don’t receive your signed documents by the due date, we cannot guarantee that your order will be processed and completed on time.”

With:

To avoid unnecessary delays, please send the required, signed documents to me as soon as possible. Your documents can then be processed on time.

Obviously the first example conveys a greater sense of urgency and an imperative.  (note the use of the “if’ clause to do this.). The second is less direct and is fine if there is no urgency.

So, in situations where you want action and cooperation from your clients or suppliers, consider how your choice of words can convey urgency and choose your words, especially your modals accordingly and wisely! If you need help in perfecting the use of modals in your business writing, book in with one of our highly trained tutors at ESL Tutoring Services.

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