It takes the heat off the ‘ego game’ and is certainly much more professional. Whenever emotions come into play, take “say less” to its ultimate extreme: Just don’t write an email when you’re feeling angry or anxious or sad or ashamed. But when you open your inbox, there it is. He apologized again verbally that Monday. The approach you take will depend on the circumstances surrounding the email. I actually studied about anger in one of the ‘Psychologies’ and here’s the textbook definition of it: “Anger is a completely normal, usually healthy human emotion that can also be very destructive.”. Fortunately, we can take practical steps to deal wisely with these instances. Because the implied meaning of the word is totally different! Let them know One of the main secrets to effective communication is sharing your feelings, and fulfilling the need to be heard and understood. Responding to An Angry Boss via Email In responding to your angry boss via email, you need to understand that volatile and insulting words SHOULD NOT describe you. When one of you is angry, he should be silent.” [Al-Adab Al-Mufrad]. Lilly S. Mohsen is the author of 'Live Your Story' and 'The Prophets To Islam' Series for children. It’s usually involuntary, too, for the more you read, the more your nostrils flare up, your veins pop out and your blood boils like lava. Steps before hitting a reply to an angry email Maybe you are lucky to have friendly co-workers and great customers, but anyone can come up against a moment when you need to decide how to respond to a nasty email. I’m the ‘Why’ girl. You have every right to feel that way….”. Instead, it's about evaluating the situation and determining the path to a fair and equitable resolution. A shared inbox is a valuable tool for managing customer support requests , allowing customer service reps to collaborate, draft replies, and get feedback before sending responses to customer complaints. Whether it's the frequency and persistence of the emails, the readers' perception of the tone, or the way one or both of the writers communicates and explains their message, email can cause barriers and misunderstandings and for that reason is not always the best method of communication. Lilly is a part-time therapist and a spiritual speaker. Explain your side as briefly as possible, without making your opinion sound like a given fact. How to Respond to Negative Reviews Responding to negative reviews is difficult. Why empathy matters in customer service Many times when people are angry or frustrated, they are just looking to vent—and many are the people who send an email that should’ve never been sent. Or so the saying goes. These work approaches will help you respond to an angry email in a professional manner. Look at the bigger picture, and try to reach a middle ground. Blaming, insulting, putting you down, or just bullying you into doing something exactly how they think should be done. Sleep on it and wait for the storm to pass by. How to Respond to Rude Email at Work. Stand up for your beliefs, morals, rights and the rights of others. But if you can’t do that, then at least don’t respond. I kept the emails, but did not inform anyone at a higher level. Deep down you already know that. And now, based on this breakdown, since it’s all in that 7 % of words used, a whopping 93% of the feelings conveyed in an email or text message are lost and can be completely misunderstood. Prepare yourself to respond to an angry employee. Want to pull this template up in an email with one click? Start your response on a positive note, validation of anger or an apology. A wife ends the conversation with ‘fine’ (a supposedly pleasant word) yet the husband will most probably get a bit scared! Alive! Receiving an angry email from a customer, that seems unnecessary to us, is like a bomb for employee morale. Diffuse hot emotion before solving tough issues. An angry email will usually trigger your own anger and cause you to act irrationally. How to Send an Angry Email Like a Pro Jun 20, 2016 by Lexi Bollis This post may contain affiliate links for your convenience. Rather, it may be required for you to hold your ground or remain firm in your position. History proves that healthy anger has conquered racism, dictatorship, and abusive slavery. Acknowledge. If you’re still apprehensive about the whole thing, then cut down to the chase and request a face-to-face meeting or even a phone call. Their usage only tells a lot about the personality of the person using it. It’s not always a matter of ‘righteousness’; sometimes it’s plain ‘egotism’. If some human interaction isn’t possible, then it’s time to get crafty with some basic psychology technique to dissolve people’s anger, called the ‘Positive Sandwich”. So naturally, your first reaction would be to set them straight. If you respond to someone who is angry in an inappropriate manner, you are likely to escalate the situation. It can be challenging to see things from the other person's viewpoint, particularly when they are coming across aggressive or angry or it seems they are personally attacking you. That requires you to admit when you've made a mistake, but to also know that it's okay for you to stand your ground if the situation permits. Take a Pause What’s your first emotion when you get to the closing line of an When evaluating a situation, ask yourself if you made a mistake or did something in error? It’s the ‘swallow your pride’ part that we all have problems with. But let me first answer the final question that’s probably lingering in your mind now: “Doesn’t this make me a pushover?”. The fire won’t burn forever; it will eventually turn to ashes. Break down the angry email and respond point by point One common mistake I’ve seen, and have made in the past, is to only address certain parts of the student’s email in my response. This isn't the best way to start your day, but let's face it, now and then an angry email may come your way. If that's the case, then consider writing out a fake email response on paper or in a Word document, one the gets out everything you feel, be it nasty or angry or aggressive. 1. You open your inbox and this one email stands out like it’s emitting a toxic vibe of its own or something. Stand up for your beliefs, morals, rights and the rights of others. So you read it, and yup, it’s confirmed, that same person who should be busy drowning in his or her endless array of mistakes is actually taking out their anger on YOU! Spoiler alert: it doesn’t involve cowering under your desk. Is this an issue that would be best solved in person or even over the phone? Remember the letter-writer whose coworker sent her an angry-profanity laced email (including “I’m sending you my edits in text, now F— off for the weekend”)? They’ll save you from a lot of very ugly scenes in the future, trust me! c. Don’t hit the ‘reply-all’ button until you’ve tried to resolve the matter privately first. Here, we’ll look specifically at how we use email templates to pacify the situation. The important thing is knowing how to handle them so they don't ruin your entire day or week. This will help you process all your negative emotions and greatly reduce your anger. Learn how to respond to customer complaints with our 5 email templates for service teams, including how to respond if an order didn't arrive on time. Follow our beloved Prophet’s advice and stay silent when you’re mad. For more about Lilly, check out her blog: Notes From The Heart Follow her on Twitter @Lillymohsen and on Instagram @lillymohsen. Now that you have a clear mind, read the email again, being mindful of the ‘cognitive appraisals’ we’ve talked about earlier. I'd like to get a better idea of your perspective. If that’s the case, then by all means, please be angry. Never reply to an angry message or email on the spot. Why? A friend might read the same angry email and say ‘give them the benefit of the doubt, maybe they have a point’ and so in addition to being ‘over the rooftop furious’ you’re suddenly consumed with thoughts of finding a shovel to bury your friend in the backyard. The over-analytical psychopathology won’t help when you’re reading an angry message or email where the antagonism is so palpable and the ill-willed vibe is so vivid you could cut it with a knife! You’re a professional; you know how to handle tough situations, and you’re not gonna let anyone, be it a colleague, boss, client or even a friend, make you stoop down to their level. For example, you could immediately get enraged by a harsh-worded email from your boss because deep down perhaps you’re worried he’s implying you’re not good enough, and you unconsciously believe being infuriated is better for your ego than facing your fear. Let it all out and don’t hold anything back. Forget the ‘why’ for now and let’s look at the ‘how’. Here are the golden rules. But it can be helpful to try and understand where the other person is coming from, as this will allow you to better address their concerns or frustrations. But now the tricky part is, ‘Anger’ is the King of ‘Hide and Seek’; it’s so good at hiding your real emotions away and tricking you into seeking aggressive reactions instead. Responding to anger with more anger is like using fire to put out the fire, it doesn’t work. how to respond to the client that is angry. When anger reaches a certain boiling point, it’s too late to go back. When addressing their emotions, it's important to carefully consider the wording that you use. There’s a great deal of intimidation in the way she glares at him, or the way she suddenly starts whisking the eggs so vigorously like she’s having a seizure. Take all the time you need. d. Always, always, ALWAYS end your message on a positive note. When responding to an angry email, address the emotions, feelings, and perspectives of the other person. It makes you feel bigger and more in control of the situation. Can you tell me, [ask a question to get more information about their point of view]? For example, saying, "I get that you're upset, but..." can come off as dismissive and offhanded. They Alternatively, when you respond to someone who is angry in the right manner, you quickly restore normality, reduce tension and stress and, in some cases, you can even establish the foundations of an effective relationship. We’re getting closer to that time every year in the fall season when in the USA, The Productive Muslim Company is becoming a Hijri-first company as part of its, Mindfulness, of late, has become a buzzword and as Muslims, we might wonder what, Copyright © The Productive Muslim Company 2021, yet the husband will most probably get a bit scared, Adjusting to Fall-back time: A Professional Muslim Perspective, We’re Going Hijri: The Productive Muslim Company to Align its Business with the Hijri Calendar, What is Mindfulness and Spiritual Intelligence: An Islamic Framework. Bad reviews hurt and can sometimes be downright cruel by no means definitive... ’ ve tried to resolve the matter privately first Mohsen, Sun 24 Shawwal 1439AH 8-7-2018AD Social Productivity 6.! 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