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Central Alabama Community CollegeBUS 215 ACTIVITY 3

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Central Alabama Community CollegeBUS 215
ACTIVITY 3.4:ADAPT THE MESSAGE TO THE AUDIENCE’S NEEDS AND CONCERNS STATEMENTS THAT BUILD AND PROTECT GOODWILL
Revise the following sentences to eliminate a tone that will damage human relations. Identify the specific weakness in each sentence.
a    Management expresses appreciation for all the maintenance personnel.
    
    b    Although we strenuously continue to easily outclass our competitors on an enterprise-wise level of actionability, our global customer care agents are experiencing a skill gap in terms of their abilities and knowledge in the area of satisfying customers, particularly when their first call response rate is measured against industry benchmarks.
        
c    As expected, the spin doctors fired a quick response to the complaints of the consumer advocacy group.
      
d    As anyone must surely know, an employee cannot be allowed to reconcile his/her own accounts.
    
    E    Several patient satisfaction surveys have included negative comments about Jim McLaurin, a male ER nurse.
    
    F    Our quadriplegic first-shift supervisor moves around the plant in a motorized wheelchair.