What does it cost when we refuse to apologize for what we have done? What can we gain when we take ownership of our actions and sincerely communicate with customers? When Stuart Jenkins paid for a stateroom on a well-known cruise line, he expected a fabulous experience. However, the air conditioner in an adjoining room […]
Apologize and Be Forgiven Read More »
In a recent post, I suggested several ways to warm up the tone of your emails, so that you will not seem angry to your readers. A perceptive reader asked me, “What if you really are angry, disappointed, or upset? How do you express yourself when the ‘nice’ email does not get the desired response?”
Email Tone: What If You Really Are Angry? Read More »
It may seem obvious that writing in all caps is a mistake, but the following story really happened to me. I recently taught an email effectiveness course for an accounting firm in Los Angeles. It was mandatory, so everyone in the office was there. During the program, I told the participants “Don’t write your subject
Writing in ALL CAPS: What are the costs? Read More »
Have you ever written an email to someone who misinterpreted your tone? They thought you were angry; you thought you were just getting to the point. Or they thought you were being sarcastic, when you thought you were being witty. When email communications go awry, tone is often the issue. In the Worktalk email trainings,
Warming Up the Tone of Your Emails: Smile as you Write Read More »
Editing for Others: Don’t Change Just for Change’s Sake “The strongest compulsion in the world is not love, and it is not hate; it is one person’s desire to edit another person’s copy.” — H.G. Wells “Infuriating” “Frustrating” “Upsetting” These are some of the words that people use in my trainings to describe their experience
Editing for Others: Don’t Change for the Sake of Change Read More »
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