Conveying bad news

The more bad news, complaints or criticism in a message, the more likely it will be to provoke a negative reaction. This reduces your chance of gaining the reader’s agreement.  So, always try to emphasise the positive. For example: If you don't send your payment, we won't be able to renew your membership. (Negative) Please … Continue reading Conveying bad news

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Six rules for writing

The English novelist and journalist George Orwell once asked, "Is there anyone who has ever written so much as a love letter in which he felt that he had said exactly what he intended?" It takes a master craftsman to recognise the limitations of his tools. As Orwell observed, "So soon as we are dealing with … Continue reading Six rules for writing