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Quick & Painless Business Writing by Susan F. Benjamin

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Chapter 10
The Truth About Tone, Damn It!
So I said to you:
Shut up. I’m so sick of hearing this garbage over and over...
No, wait. No I didn’t. I said:
Let’s not discuss this any more. We’ve already been through it before.
Actually, what I said was this:
Hey, cool it. Let’s not go there again, okay?
Or did I? Maybe I was being diplomatic, humble, and sensitive, and so I said:
I see your point, and thanks for expressing it. Give me some time to think about it.
That is the idea of tone. Tone, like reader-focus, ranks high among the factors that determine how your reader responds to your message. Only hardly anyone knows that—especially in business writing. Even Websites, those carriers of speed, energy, and electricity; and e-mails, renowned ...

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