Caught in an Email Argument? Here's What to Do

It's easy for us to end up in the middle of a war on email. There's no reason to engage in an email war.

Email wars waste valuable time and affect working relationships. It's a terrible way to resolve issues. Nobody comes out of an email conflict looking good. An email war can happen in many ways:

You sent a quick email that is misinterpreted by the reader.
An email that is taken out of context or just not received in the manner it was meant.
Someone CC'd others in an email. Their intention is probably to include those involved, but they end up creating trouble that results in many emails and confusion.
An employee sent an email and CC's the manager to get a response.

No matter who starts it or gets involved, we need to get out of the conflict ASAP. Resolve the issue and ensure that reputations and relationships are intact. Consider these options:

Take it off email

Usually, the best way to diffuse the situation is to take the issue off email. Call or meet the person involved.

You'll have the advantage of asking questions, getting immediate answers, and responding appropriately in a very short time frame. You can use more communication tools such as your voice tones and intonations to help resolve the issue.

Taking the time to meet physically also shows that you have prioritised the matter and are concerned about them by taking the time and interest to contact them.

If you need to respond by email:

1. Be crystal clear.

There are some situations where the issue has to stay on email. Be clear in what you write. Don't say anything that could lead to misinterpretation. Choose your words very carefully.

Ask a colleague to proofread your reply to make sure that your meaning is understandable.

2. Stay calm

You should not reply to an email when you're emotional. Calm yourself down by going for a walk or doing something else. If possible, leave the email until the next day before you respond.

Choose factual and positive words and ensure them that you are trying to find a resolution to the matter at hand.

3. Acknowledge the other party

Thank them for their email and summarise your understanding of what they said. If you have properly understood what they meant, acknowledge their position as it is respectful.

There's also a chance that you misunderstood what they said. Check your understanding to confirm that you two are on the same page.

It's better to resolve issues face to face, albeit harder to do it now.

4. Delete the CC's

If you do need to reply by email, do it without an audience. Whoever has been CC'd is likely to become involved – which adds fuel to the flames.

Communicate with the other party involved directly. Once you've reached the outcome, you can return to the cc's and let them know the result. Most people will be relieved that the problem is solved and there's no need to be involved.

5. Manage everyone's expectations

Send an email letting all those involved:

Know what's going on,
Who is doing what &
When they should expect to know when the matter is settled.

Everyone will see you as a professional and most importantly, everyone can get on with their job.

6. Follow up

Send a follow-up email after any conversation. For instance,

"Just a short note to confirm our agreement..."
" A quick note to thank you for helping to resolve…"

These lines provide another opportunity to confirm the outcome, enhance your professionalism and give you an account of what was discussed.

When it comes to email, it's way easier to take the time to resolve a conflict than to deal with the trouble!

Source: Career Tips To Go

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