You work for an international company and you send emails in English every week, yet every time you open a new message there is that small hesitation. Am I writing this well? Am I using the right words? Do I sound rude without meaning to?
I taught Business English for over ten years, first in London and then online with Italian students, and what I noticed is always the same: the problem is not vocabulary. Many Italians write in English the way they would translate from Italian, word for word. The result is formal when it should be friendly, or too direct when it should be diplomatic. In this article I show you the places where people go wrong most often and how to fix them.
The opening: neither too cold nor too warm
In Italian, a work email almost always starts with “Gentile [nome]” or “Buongiorno”. In English the register varies more, and the choice depends on your relationship with the reader.
Rule of thumb:
- With someone you have never met, or a formal client: Dear Mr Smith, / Dear Ms Johnson, — use the surname, not the first name.
- With colleagues or people you already know: Hi Marco, — direct and perfectly normal in modern email.
- To your own mailing list or a generic reader: Hi there, / Hello, — works very well.
Where Italian speakers go wrong:
Not this: “Dear Mr Marco,” — Dear plus a first name is a combination you never use. It is Dear Mr/Ms plus the surname, or Hi plus the first name.
Not this: “Dear All,” — grammatically correct, but today it sounds dated and a little cold. In modern contexts prefer Hi everyone, or Hi all,.
Not this: “Dear Sir/Madam,” — you still find it in old templates, but it is very formal. If you do not know the name, use To whom it may concern, only for official letters; in emails, try to find a name.
Opening lines in the body of the email
This is where Italian speakers make the most mistakes, because a literal translation leads you astray.
Not this: “I remember you that the deadline is Friday.” Say: “I’d like to remind you that the deadline is Friday.”
Not this: “I’m writing you to ask about…” Say: “I’m writing to you to ask about…” — or, more naturally, “I’m writing to ask about…”
Not this: “With reference to your email of the 3rd of May, I would like to inform you that…” Say: This is correct but heavy. Modern emails prefer: “Thanks for your email. Just to let you know…”
Not this: “I wait your answer.” Say: “I look forward to hearing from you.” — this is the standard formula for closing when you are waiting for a reply.
Tone: between formal and informal
One of the hardest things to calibrate is tone. Modern professional English — especially in the English-speaking world — leans towards the familiar more than Italian corporate writing does. It is not rudeness, it is the norm.
A few practical examples:
| Too formal (sounds stiff) | Natural and professional |
|---|---|
| Please be informed that… | Just a quick note to let you know… |
| I wish to express my gratitude… | Thanks so much for… |
| Kindly revert at your earliest convenience | Please reply when you get a chance |
| Please find attached herewith | I’ve attached / Please find attached |
A word about kindly: a great many Italians use it, convinced that it is elegant. In fact, in the wrong context it sounds passive-aggressive (“Kindly stop sending emails to this address” is a typical refusal message). In ordinary emails, avoid it almost always: please is more than enough.
Closings that really work
In Italian we close with “Cordiali saluti” almost automatically. In English there are more options, and they change the register.
- Best regards, — professional, slightly formal, always correct.
- Kind regards, — similar, perhaps slightly warmer.
- Best, — informal and modern, fine with colleagues you know.
- Thanks, / Many thanks, — great when you have asked for something.
- Speak soon, — only with people you talk to regularly.
Not this: “Yours sincerely,” — you use it only in formal letters where you opened with the recipient’s surname. In ordinary work emails it feels out of place.
Not this: “Best wishes,” — this is for greetings cards, not for professional emails.
Ready-made templates to use right away
Follow-up email after a meeting:
Hi [Name],
Great to speak with you earlier. As discussed, I’ll send over the proposal by end of week.
In the meantime, let me know if you have any questions.
Best, [Your name]
Request for information:
Hi [Name],
I hope you’re well. I’m writing to ask about [topic]. Could you let me know [specific question]?
Thanks in advance for your help.
Best regards, [Your name]
Reply to a complaint:
Dear [Name],
Thank you for getting in touch. I’m sorry to hear about your experience with [issue]. I completely understand your frustration.
I’ve looked into this and [explanation/solution]. Please don’t hesitate to contact me if you need anything further.
Kind regards, [Your name]
One last thing
Writing good professional English does not mean translating less badly: it means thinking in English, understanding the register and knowing when to be direct and when to soften. You learn these things with practice and with feedback on real texts — not by studying from a grammar book.
Emails are only one part of the English you need in the office. I have written about the others: the CV and cover letter, the job interview and phrases for meetings and calls.
If you want to work on your real emails and improve your Business English in a concrete way, you can find out more about the English lessons or write to me directly.
