The email says, “I am escalating this matter because the solution provided to me did not work at all. In fact, the engineer in question has now corrupted my entire hardware! I have never seen such incompetence.”

• You are angry at our incompetent engineer……..

• I understand that you are incompetent…….

• I understand you are angry because your hard drive has been destroyed because it is incompetent ……..

• I understand you are angry because the engineer did not give you the correct solution ……..

Kevin wrote the entire email in all capital letters (upper case). What does it mean?

• This message is very important

• Nothing special. It’s his personal preference

• He is shouting

• It’s a super urgent email

It is fine to use SMS language like LOL, GR8, BTW etc. In your emails:

• When interacting with peers

• When interacting with leaders/managers

• When interacting with your customers/clients

• None of the above

What is ‘ flame’ in email writing?

• A post or email message that exhibits a strong opinion or criticism

• Email with a message that if you do not forward it, something bad will happen to you

• It’s a new email service from Microsoft

• An online chain letter

We usually go to Singapore on a holiday, but this year we (go) to Bangkok.

Some of the representatives _______ indicated how the decision was taken. (has / have)

The government and the citizens_______ that the bill will soon become a law. (hope / hopes)

Have you been to ________ (a, an, the) Space Needle Tower in Seattle?

He and I _______ at Oxford together. (was / were)

By this time next year, he (complete) the construction of his house.