Tone Landmines to Avoid

Certain phrases sound professional in your head but land like grenades in the inbox. "As previously stated" sounds condescending. "I'm not sure what you expected" sounds hostile. "Please advise" sounds passive-aggressive when placed after a complaint.

The safest approach is to read your email aloud and ask: "Would I say this to their face?" If it sounds harsh spoken aloud, it will sound harsher in writing. Emails have no facial expressions, no tone of voice, no body language.