Step Away from the Keyboard: How to reply to a rude email.

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Step Away from the Keyboard: How to reply to a rude

Dear Rei: Attached is an invoice for work on the McClusky account. Thank you for your business. Lisa Dear Rei: Attached is an invoice for work on the McClusky account. Thank you for your business. Lisa Lisa sends an invoice to her client Rei.

Rei replies: NOTICED A MISTAKE ON YOUR INVOICE, LOL!!!! YOU BILLED FOR 4 HOURS ON MAY 1, GET YOURSELF INTO THE 21ST CENTURY. LOL!!!

Lisa thinks, How could I be so stupid? Rei will never hire me again! NOTICED A MISTAKE ON YOUR INVOICE, LOL!!!! YOU BILLED FOR 4 HOURS ON MAY 1, GET YOURSELF INTO THE 21ST CENTURY. LOL!!!

Despite Reis LOLs, Lisa isnt laughing. She starts to build up rage like the Incredible Hulk. NOTICED A MISTAKE ON YOUR INVOICE, LOL!!!! YOU BILLED FOR 4 HOURS ON MAY 1, GET YOURSELF INTO THE 21ST CENTURY. LOL!!!

REI: Yes, I made a mistake but you have no right to YELL at me and make me feel stupid and dont you know its rude to use ALL CAPS in an ? How dare you treat me with disrespect? REI: Yes, I made a mistake but you have no right to YELL at me and make me feel stupid and dont you know its rude to use ALL CAPS in an ? How dare you treat me with disrespect? Lisas first impulse is to respond to an attack with a stronger attack. She types furiously:

Lisa realizes shes ranting and needs time to cool down before hitting Send. REI: Yes, I made a mistake but you have no right to YELL at me and make me feel stupid and dont you know its rude to use ALL CAPS in an ? How dare you treat me with disrespect? REI: Yes, I made a mistake but you have no right to YELL at me and make me feel stupid and dont you know its rude to use ALL CAPS in an ? How dare you treat me with disrespect? in

Rei: Thank you for letting me know about the error. A revised invoice with the correct date is attached. Lisa steps away from the keyboard until she can write in a fact-based, neutral tone:

Lisa, Thanks for sending the corrected invoice so promply. Are you available for a new project next week? Best, Rei Lisa, Thanks for sending the corrected invoice so promply. Are you available for a new project next week? Best, Rei Rei matches Lisas polite tone, and Lisa saves her relationship with a good client:

When an makes you angry: 1.Take time to calm down. 2.Step away from the keyboard until you can be civil. 3.When you reply, admit any mistakes and focus on facts. 4.Avoid attack; use a neutral tone to keep conflict from escalating.

Get a Quick Guide to professional etiquette: e.dochttp://writebetteratwork.com/downloads/QuickGuid e.doc Take an interactive quiz:How Formal Does My Have to Be?How Formal Does My Have to Be?