How to communicate clearly and politely in working life — register, tone, handling complaints, and cultural differences between Norwegian and English-speaking workplaces.
Faglig kvalitetssikret av lærere og toppstudenter · Følger læreplanen (LK20) · Sist oppdatert 2026-07-16
Introduction
Much of the English you will actually use after school is at work: answering a customer, writing an email, joining a meeting, or solving a problem with a colleague abroad. This kind of communication has its own rules. It is usually more formal than chatting with friends, and small choices in tone can decide whether a customer feels respected or annoyed. This guide covers how to communicate clearly, politely, and professionally in English.
Learning objectives
- Choose the right level of formality (register) for a work situation
- Use polite language to make requests, apologise, and say no
- Handle customer complaints calmly and professionally
- Understand cultural differences in workplace communication
Register: Reading the Situation
Register means the level of formality you choose. The same message can be said in many ways, and a good communicator matches the register to the situation, the relationship, and the channel. Writing to a customer you have never met calls for a more formal register than messaging a close colleague. As a rule of thumb: when in doubt, lean slightly more formal. It is easier to relax later than to recover from sounding rude.
- Formal: "I would be grateful if you could send the documents by Friday."
- Neutral: "Could you send the documents by Friday?"
- Informal: "Can you send those over by Friday?"
The Language of Politeness
English speakers, especially in customer service, soften their language a great deal. Direct commands can sound aggressive, so requests are usually wrapped in polite forms. This is not dishonesty — it is a social signal that you respect the other person. …