statements that Build and Protect Goodwill:

Revise sentences a

through c to eliminate a tone that will damage human relations. Identify the

specific weakness in each sentence.

a.

Management expresses appreciation for all the maintenance engineers.

b.

Although we strenuously continue to easily outclass our competitors on

an enterprisewise 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 and their call resolution rate is

compared to rates achieved by other entities in this space

c.

As expected, the spin doctors fired a quick response to the

complaints of the consumer advocacy group