Angry Email Response

by Graham Davies

Unless you are one of the lucky few, you will sometimes receive emails that make you very angry indeed. They may contain offensive allegations, factual inaccuracies and downright insults. And they may even be sent by long-standing, valued clients that you just did not believe were capable of such behaviour.

This is the way to deal with them: write a reply immediately, while your anger is still white-hot. Tackle every insult head-on, countering with several of your own....preferably even ruder than the ones they were stupid enough to use.

Point out the stupidity of every individual piece of inaccuracy. Above all, make it absolutely clear that you take the email as a deliberately hurtful and personal attack. Make your reply accurate, but ensure that it is your emotions that are more noticeable than the facts.

And then........STEP AWAY FROM THE COMPUTER WITHOUT HITTING THE SEND BUTTON. Walk out of the room and do something else completely different.

Most people make the mistake of bottling up their feelings when they are the victims of corporate rudeness. By vomiting them all out onto the screen as soon as possible, you will give your self an emotional enema. Two hours later, you will be ready to compose...and send...the measured and statesmanlike response that will calmly counter the offensive email, while also ensuring the longevity of your relationship with its sender.