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

Step Away from the Keyboard: How to reply to a rude email. Lisa sends an invoice to her client Rei. Dear Rei: Attached is an invoice for work on the McClusky account. Thank you for your business. Lisa. Rei replies:.

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

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  1. Step Awayfrom the Keyboard:How to reply to a rude email

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

  3. Rei replies: NOTICED A MISTAKE ON YOUR INVOICE, LOL!!!! YOU BILLED FOR 4 HOURS ON MAY 1, 1012. GET YOURSELF INTO THE 21ST CENTURY. LOL!!!

  4. 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, 1012. GET YOURSELF INTO THE 21ST CENTURY. LOL!!!

  5. Despite Rei’s LOLs, Lisa isn’t 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, 1012. GET YOURSELF INTO THE 21ST CENTURY. LOL!!!

  6. Lisa’s first impulse is to respond to an attack with a stronger attack. She types furiously: REI: Yes, I made a mistake but you have no right to YELL at me and make me feel stupid and don’t you know it’s rude to use ALL CAPS in an email? How dare you treat me with disrespect?

  7. in Lisa realizes she’s ranting and needs timeto 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 don’t you know it’s rude to use ALL CAPS in an email? How dare you treat me with disrespect?

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

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

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

  11. Get a Quick Guide to professional email etiquette:http://writebetteratwork.com/downloads/QuickGuide.doc • Take an interactive quiz:How Formal Does My Email Have to Be?

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