The key idea
Choose vocabulary, grammar and tone that fit your reader and the situation.
What is it for?
Learn how to choose the right words, grammar and tone for different readers.
What you need to know
- Choose informal, neutral or formal language for your reader.
- Replace casual words with more formal words when needed.
- Use contractions and phrasal verbs mainly in informal texts.
- Choose suitable openings and closings for each register.
- Keep the same register throughout each message.
- Check whether your reader is a friend, manager or stranger.
1. Choose the right register
Register means the style you use when you write.
Informal writing suits friends and people you know well.
Neutral writing suits everyday situations with unfamiliar people.
Formal writing suits managers, official requests and business messages.
- Informal: friendly, personal and relaxed.
- Neutral: clear, polite and direct.
- Formal: careful, respectful and professional.
Hey, I need my money back.
Informal language suits a familiar person.
I would like a refund for this item.
Neutral language suits a customer service message.
I would like to request a refund for this item.
Formal language suits a professional request.
2. Choose words that fit
Some words sound more formal than others.
The meaning may stay the same, but the tone changes.
Choose words that suit the reader and the situation.
- get can become obtain.
- ask for can become request.
- buy can become purchase.
- sorry can become apologise.
Can you get a copy for me?
Get sounds natural in an informal message.
Could you obtain a copy for me?
Obtain gives the request a more formal tone.
I want to ask for a refund.
Ask for is common in everyday writing.
I would like to request a refund.
Request sounds more formal and professional.
3. Change the grammar and tone
Informal messages often use contractions and phrasal verbs.
Formal messages usually use full forms and careful requests.
Passive forms can help when the action matters more than the person.
Indirect questions make requests sound more polite.
- Informal: I'm, don't, find out and get back.
- Formal: I am, do not, discover and respond.
- Use passive forms when the action is more important.
- Use Could you tell me whether... for polite requests.
I'm trying to find out when the room will be ready.
Contractions and find out sound natural in informal writing.
I am writing to establish when the room will be ready.
Full forms and establish create a more formal tone.
Could you tell me whether the room has been cleaned?
This indirect question makes a polite request.
The room has not been cleaned yet.
The passive form focuses on the room and its condition.
4. Open and close each message correctly
Your opening gives the reader an early idea of your tone.
Your closing should match the same tone.
Do not begin formally and finish with casual language.
- Informal openings: Hi, Hey.
- Neutral openings: Hello, Hello there.
- Formal openings: Dear Mr Lee, Dear Hotel Manager.
- Informal closings: See you, Talk soon.
- Neutral closings: Best wishes, Kind regards.
- Formal closings: Yours sincerely, Yours faithfully.
Hey Sam, I'm sorry about the noise. Talk soon, Mia
The friendly opening and closing match.
Hello, I am writing about the room noise. Kind regards, Alex
The neutral tone suits a simple service message.
Dear Hotel Manager, I wish to report a problem. Yours faithfully, Alex Green
The formal opening and closing suit an official complaint.
5. Keep one register throughout
A text should sound suitable from beginning to end.
Mixing styles can make a message sound strange.
Check each sentence before you send your message.
- Do not use slang in a formal complaint.
- Do not make a friendly message sound like an official letter.
- Keep the greeting, main message and closing in the same style.
- Change the register when you write to a different person.
Dear Manager, I need you to sort this out ASAP.
The greeting is formal, but the request is too casual.
Dear Manager, I would appreciate your help with this problem.
The greeting and request use a consistent formal tone.
How to do it, step by step
- Identify the reader and the reason for writing.
- Choose informal, neutral or formal language.
- Select a suitable opening and closing.
- Write the main message using matching words and grammar.
- Check the whole text for changes in register.
Formulas and key language
| Use it for | Example | Another example |
|---|---|---|
| Informal: I'm + verb-ing | I'm looking for my room key. | I'm trying to fix the problem. |
| Formal: I am writing to + base verb | I am writing to report a problem. | I am writing to request a refund. |
| Informal: Can you + base verb? | Can you send me the details? | Can you check the room? |
| Formal: Could you please + base verb? | Could you please check the booking? | Could you please arrange a repair? |
| Formal indirect question: Could you tell me whether + clause | Could you tell me whether breakfast is included? | Could you tell me whether another room is available? |
| Informal: get + noun | I'll get a new key. | Can you get the tickets? |
| Formal: obtain + noun | I would like to obtain a copy. | We need to obtain written permission. |
| Formal passive: subject + be + past participle | The room was cleaned this morning. | The payment has been received. |
| Formal closing: Kind regards, + name | Kind regards, Alex Green | Kind regards, Morgan Lee |
UK / US: Some words and spellings differ in British and American English. Both can be correct. Keep your choices consistent.
Level up: Replace basic words (good, very, nice) with stronger ones. See our A2 to B2 upgrades page.
Model text
One Message in Three Registers
1. Informal message to a friend
Hey Sam, I'm having trouble with my hotel room. The air conditioner doesn't work, and the room feels uncomfortable. I've asked at reception, but nobody has fixed it yet. Could you tell me whether the hotel usually responds quickly? I'm thinking of asking for another room. Let me know what you think. Talk soon, Alex
Contractions and everyday phrases suit a friend. The tone is relaxed and personal.
2. Neutral message to hotel staff
Hello, I am staying in room 214, where the air conditioner is not working. I reported the problem at reception earlier today, but it remains unresolved. Could you tell me whether a repair is planned? I would appreciate an update because the room is uncomfortable. Best wishes, Alex Green
Clear facts and polite language suit an everyday service request.
3. Formal message to the hotel manager
Dear Hotel Manager, I am writing to report an unresolved problem with the air conditioner in room 214. The issue was reported to reception earlier today, but no repair has been completed. Could you please confirm whether a technician has been arranged? If a repair is not possible tonight, I would appreciate a room change. I look forward to your response. Yours faithfully, Alex Green
Full forms, passive grammar and careful requests create a professional tone.
Common mistakes
✗ Dear Manager, can you sort this out ASAP?
✓ Dear Manager, could you please resolve this problem?
ASAP and sort this out sound too casual in a formal message.
✗ Hey Sam, I would like to request your assistance.
✓ Hey Sam, can you give me a hand?
The formal request does not match the friendly greeting.
✗ I am writing to ask for a refund, thanks!
✓ I am writing to request a refund.
The casual ending does not match the formal request.
✗ Could you tell me whether is breakfast included?
✓ Could you tell me whether breakfast is included?
An indirect question uses normal subject and verb order.
✗ The room has cleaned this morning.
✓ The room was cleaned this morning.
The sentence needs a passive form to describe the action.
Plan it, then check it
Plan
- Write down who will read the message.
- Choose the register that suits the situation.
- List the problem and the action you want.
- Select suitable opening, request and closing phrases.
Check
- Does the tone suit the reader?
- Are the words suitable for the chosen register?
- Do the grammar and contractions match the tone?
- Do the opening and closing match the main message?
- Have I kept one register throughout?
Practice
Choose the Best Register
Choose the best register for each reader and situation.
1.You are telling a close friend about a broken phone.
Informal language suits a close friend.
2.You are reporting a room problem to a hotel manager.
Formal language suits an official complaint to a manager.
3.You are asking a shop worker about a receipt.
Neutral language suits an everyday request to a stranger.
4.You are sending a relaxed update to your cousin.
Informal language suits someone you know well.
5.You are writing to request a refund from a company.
Formal language makes a company request professional.
6.You are asking an unfamiliar neighbour to return a parcel.
Neutral language is polite without sounding too official.
Match Informal and Formal Phrases
Match each informal phrase with its formal alternative.
1.get a copy
2.ask for help
3.buy a ticket
4.say sorry
5.find out the time
6.tell me about the problem
Complete the Formal Phrases
Complete each sentence with the correct formal word or phrase.
1.I would like to a refund.
Request is a formal way to ask for something.
2.Could you please a copy of the receipt?
Provide is suitable for a polite formal request.
3.I am writing to a problem with my room.
Report is a clear and formal way to describe a problem.
4.Could you tell me whether the payment has been ?
Received completes the passive form has been received.
5.I would appreciate an as soon as possible.
Update asks for the latest information in a polite way.
6.I look forward to your about this matter.
Response is a suitable formal word for a reply.
Correct the Register
Change one word or phrase to make each sentence fit its register.
1.Dear Manager, I wanna report a problem.
Wanna is too informal for a message to a manager.
2.Hey Sam, I would like to request assistance.
Ask for help sounds more natural in a friendly message.
3.Dear Hotel Manager, please fix this ASAP.
ASAP is too casual for a formal message.
4.Hello, I'm writing to report a room problem.
The full form better matches a formal message.
5.Dear Ms Lee, I need you to sort this out.
Sort this out sounds too casual for a formal request.
Now write
Your task
Write the same short message twice about a problem with your hotel room. First, write to a friend. Use informal language and a friendly closing. Then, write to a hotel manager. Use formal language and a suitable closing. Include the room problem, what you already tried, and what you want next. Use these sample details if needed: room 214, a broken air conditioner, and a report made at reception. Keep the facts similar, but change the words and tone. Do not use direct questions.
Word bank
air conditionerroom problemdoesn't worknot workingfind outrequest a repairreport a problemunresolvedCould you tell me whetherI would appreciateroom changetechnicianKind regardsTalk soon
Sentence starters
- Hey, I'm writing because...
- I tried to...
- Could you tell me whether...
- I am writing to report...
- I would appreciate...
- I look forward to...