Writing: Communicating with Sensitivity and Tact [LO-1] Substitute a better phrase for each of the

following: 5-16. You claim that 5-17. It is not our policy to 5-18. You neglected to 5-19. In which you
assert 5-20. We are sorry you are dissatisfied 5-21. You failed to enclose 5-22. We request that you send
us 5-23. Apparently you overlooked our terms 5-24. We have been very patient 5-25. We are at a loss to
understand

Improved Phrases

5-16. You claim that You mentioned that

5-17. It is not our policy to Our current guidelines do not allow for

5-18. You neglected to It seems that you may have missed

5-19. In which you assert In your statement where you indicate

5-20. We are sorry you are dissatisfied We appreciate your feedback and understand your concerns

5-21. You failed to enclose It appears that the following items were not included

5-22. We request that you send us Could you please provide us with

5-23. Apparently you overlooked our terms

 It seems there may have been a misunderstanding regarding our terms

5-24. We have been very patient We appreciate your understanding as we work through this

5-25. We are at a loss to understand We would like to clarify your perspective on this matter

Writing: Demonstrating the “You” Attitude [LO-1] Rewrite these sentences to reflect your audience’s
viewpoint:

Revised Sentences

5-26. To ensure your order is processed smoothly, please use the order form available on our website.

5-27. For your convenience, please remember to bring your credit card when you visit our store.

5-28. To help you take advantage of great savings, we’re offering a 25 percent discount on all 15-inch
LCD screens this week. This is a perfect opportunity to grab one before we make room for our new 19-,
23-, and 35-inch monitors!

5-29. I am excited about the opportunity to apply for the accounting intern position in your office. I
believe my strong academic performance demonstrates my capability, and I am eager to contribute
positively to your team.

5-30. As you requested, we are pleased to send you a refund of $25.

If you cared about doing a good job, you would’ve made the extra effort required to learn how to use the
machin ery properly. 5-32. Your strategy presentation this morning absolutely blew me away; there’s no
way we can fail with all the brilliant ideas you’ve pulled together—I’m so glad you’re running the
company now! 5-33. Regarding your email message from September 28 regard ing the slow payment of
your invoice, it’s important for you to realize that we’ve just undergone a massive upgrade of our
accounts payable system and payments have been delayed for everybody, not just you. 5-34. I know I’m
late with the asset valuation report, but I haven’t been feeling well and I just haven’t had the energy
needed to work through the numbers yet. 5-35. With all the online news sources available today, I can’t
believe you didn’t know that MyTravel and Thomas Cook were in merger talks—I mean, you don’t even
have to get up from your computer to learn this!

5-31. I believe that with a little extra effort in learning to use the machinery properly, you will be able
to excel in your role and achieve great results.

5-32. Your strategy presentation this morning was truly impressive! With all the brilliant ideas you’ve
put together, I’m confident we’re on the path to success. I’m thrilled to have you leading the company!

5-33. Thank you for your patience regarding the slow payment of your invoice from September 28.
We’ve recently undergone a significant upgrade to our accounts payable system, which has caused
delays for all our clients, and we appreciate your understanding during this transition.

5-34. I appreciate your understanding regarding the delay in the asset valuation report. I’ve been
under the weather lately, but I’m committed to completing it as soon as I’m able.

5-35. With so many online news sources available today, it’s understandable that keeping up with
developments like the MyTravel and Thomas Cook merger talks can be challenging. If you’d like, I can
share some resources to help you stay updated!

Writing: Emphasizing the Positive [LO-1] Revise the following sentences to be positive rather than
negative: 5-36. You have not filled in every section of the questionnaire we sent you. 5-37. It’s clear that
you have not understood the question. 5-38. It is very obvious that you are doing everything you can to
avoid your responsibility for refunding all my costs. 5-39. You failed to specify the color of the blouse that
you ordered. 5-40. You must understand that by using the mower without reading the instructions
carefully means that you are very likely to damage the mower or possible cause injury to yourself
through incorrect operation.

5-36. We noticed that a few sections of the questionnaire are still open. We would appreciate it if you
could complete those to help us better understand your needs.

5-37. It seems there may be some confusion about the question. I’m here to clarify any points you
need help with!

5-38 I appreciate your efforts so far, and I’d like to discuss how we can work together to address the
refund for my costs.

5-39 Could you please specify the color of the blouse you ordered? This will help us ensure you
receive exactly what you want.

5-40. To ensure safe and effective use of the mower, please take a moment to read the instructions
carefully. This will help prevent any potential damage or injury.

Writing: Using Unbiased Language [LO-1] Rewrite each of the following to eliminate bias: 5-41. For an
Indian, Maggie certainly is outgoing. 5-42. He needs a wheelchair, but he doesn’t let his handicap affect
his job performance. 5-43. A pilot must have the ability to stay calm under pressure, and then he must
be trained to cope with any problem that arises. 5-44. Renata Parsons, married and the mother of a
teenager, is a top candidate for CEO. 5-45. Even at his age, Sam Nugent is still an active salesman

5-41. Maggie is certainly outgoing.

5-42. He needs a wheelchair, but he doesn’t let that affect his job performance.

5-43. A pilot must have the ability to stay calm under pressure and be trained to cope with any
problems that arise.

5-44. Renata Parsons, a highly qualified candidate for CEO, brings valuable experience and perspective
to the role.

5-45. Sam Nugent remains an active salesman.

Writing: Choosing Powerful Words [LO-4] Write a concrete phrase for each of these vague phrases: 5-49.
Sometime this spring 5-50. A substantial savings 5-51. A large number attended 5-52. Increased
efficiency 5-53. Expanded the work area 5-54. Flatten the website structure

Writing: Choosing Powerful Words [LO-4] List terms that are stronger than the following: 5-55. Ran after
5-56. Seasonal ups and downs 5-57. Bright 5-58. Suddenly rises 5-59. Moves forward

Concrete Phrases

5-49. By the end of April

5-50. A savings of 20%

5-51. Over 300 people attended

5-52. Improved productivity by 15%

5-53. Increased the workspace by 500 square feet

5-54 Simplify the website navigation

Stronger Terms

5-55. Chased

5-56. Seasonal fluctuations

5-57. Radiant

5-58. Soars abruptly

5-59. Advances decisively