How to Answer Upsetting Emails
It's not difficult to send an emotional email to someone because it's easier to confront someone over the Internet rather than in person. If you are the recipient of such an email, there are steps you should take when responding. Use a professional tone to reduce the tension and choose your words carefully. You don't want to end up sending an email you regret.
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Instructions
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Take a moment to relax before returning to the email. Step away from your desk for an hour. Collect your thoughts before sending an overly emotional email.
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Type out a draft of everything you want to say after thinking about the situation in its entirety. If necessary, apologize for actions or words that were shared, and chalk it up to a miscommunication. Address why the person is upset and explain you'd like to come to some middle ground on the situation.
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Re-read the draft 15 to 30 minutes after writing it. Make sure your thoughts are concise and clear and do not come off as rude. If the email is appropriate, send it.
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