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10 Steps to Successful Business Writing by Jack E. Appleman

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STEP SEVEN

Choose a Tone That Produces Good Results

Guidelines for categorizing your readers and your relationship with them

Tips for writing to specific readers—supervisors, peers, subordinates, and customers

Helpful instructions for setting a tone that will satisfy everyone

Just as facial expressions, voice, and body language affect speech, the tone of your text can deliver different messages and evoke certain reader actions and feelings. Your language can convey anything from empathy and enthusiasm to indifference and disdain. You also can demonstrate leadership, convince a neutral reader to buy into your idea, or help turn a livid customer into a loyal one.

Know Your Readers

The more you know about who’ll be reading your document, ...

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