Reference no: EM133063053

Thomas has been asked by his boss to respond by email to a client who is deeply frustrated by the delays in the project he is managing. Thomas knows the delays are partly the result of his mismanagement of the project, but he wants to sound fully in charge in his email. To that end, he fills his email with industry terms that he carefully defines, even though he knows the client is familiar with them, so that he sounds knowledgeable. He also chooses a professional, respectful tone and gives the client a precise explanation of next steps.

Based on the context, how would you advise Thomas to improve his verbal communication?

He should use more vague language so that he doesn't make any promises that he can't keep.

He should not define terms that he knows the client is familiar with, lest he sound like a dictionary.

He should reconsider his tone, which may not be appropriate for the recipient.

He should call the client instead of sending an email, because oral communication is always preferable to written.