Engage brain before opening mouth!
Whatever your 'needs', the content contains much of use in trying to communicate politely and correctly and thus 'get it right'. The examples used by the author make you think about your own past actions and arguably the most important point I took from the book was to simply stop and engage brain before either replying by email or opening mouth. What you say or write can make a huge difference.in moving forward. A great read..
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