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Module 2a — Office
Correspondence
and Records
Course Guide   Module 1   Module 2a   Module 2b

Activity 6: Replying with emotion

Read through the following exchange to see how easy it is for misunderstandings to occur when emails are written in haste. When you have finished reading the exchange, click on the links in the left column to see the words and phrases that contribute to the unprofessional tone.

Original email

Subject: YOUR PLACE IN THE NEXT TRAINING SESSION

Dear Colleague,

You will recall that the Director-General's announcement regarding the placement of staff in training programmes states that places will be available only for those staff with a good record of both progress and attendance.

Following a review of your attendance and progress so far for the current session, and on the advice of the Director of Training, I need to draw your attention to the fact that you are at risk of losing your place in the next session if your attendance and/or progress do not improve markedly.

I suggest that you discuss this with your instructor as soon as possible with a view to seeing how you might make up the work you have missed, or alternatively you may wish to consider withdrawing from the  programme and re-enrolling at some time in the future when your work demands are not so great. If you wish to withdraw, please advise Aaaa Bbbbbb before 20 November.

Reply 1 from Offended

Subject: Re: YOUR PLACE IN THE NEXT TRAINING SESSION

I found your email offensive and inappropriate. Apart from anything else it went to another person of the same name who was amused at the thought that I had not attended sufficient lessons or had not performed adequately.

This is of course a matter for me and the teacher which we had already discussed. Please do not presume to pry into my personal affairs in future and please do not make them public.

Reply 1 from Conciliator

Subject: Re: Re: YOUR PLACE IN THE NEXT TRAINING SESSION

I would like to apologize for the mistake I made in sending a message to the wrong person who happened to have the same name as you. It is very difficult for me to handle email messages to two persons with the exact same name and know who is who from an email address. Obviously, this error must be very frequent.

I am sorry that the person who received the email was amused and you are right, he should never have received this message.

However, I would like to point out that your training at the ILO is not your personal affair. It is my duty to administer this programme and make sure that the instructions given by our top management as to who gets a place for free in our training programme are followed strictly. This is why the matter is not only between you and your instructor.

I would like to make it very clear that following our policy, if you do not succeed in the end-of-year progress test, you will not be given a place in the February session. The purpose of the message below was only to give you advance warning so that you could make an effort in order to progress satisfactorily.

Thank you for your understanding.

Reply 2 from Offended

Subject: Re: Re: Re: YOUR INAPPROPRIATE PRACTICES

Perhaps in that case you could tell me why information concerning my progress was sent to all of the other students as well. Or is it their business as well as yours?

Reply 2 from Conciliator

Subject: TRAINING SESSION INFORMATION PROCEDURES (Was: your inappropriate practices)

All the students to whom I wrote were all in the same case as you, this is why I did not think that it would be a problem to write to all in one message. 

However, it seems that some students did not like it. I will therefore proceed on an individual basis next time.

Reply 3 from Offended

Subject:YOUR MISTAKE NOT MINE

There are about eight students in my class. Most of those you wrote to were not in my class. A simple apology would be appreciated.

Reply 3 from Conciliator (now also becoming offended)

Subject: Re: YOUR MISTAKE NOT MINE

It seems that you are so furious that you are not able to read any more.

I did not write "All the students to whom I wrote were all in the same CLASS as you", but I wrote "All the students to whom I wrote were all in the same CASE as you".

Reply 4 from Offended

Subject: Re: Re: YOUR!! MISTAKE NOT MINE

I think you really do not understand your problem. We are all adults. Most of us are senior professionals. We object to being treated like children.

And by the way: 'All the students to whom I wrote were all in the same CASE as you' is incorrect English. I gave you the benefit of the doubt and assumed that you had made a typing error.

 

Here is the original reply from Offended, which incited the tone of the exchange. Beside it is an alternative version which may have prevented the heightened emotion that followed in the original exchange. Note that the second version, in contrast to the first, actually deals with the problem as expressed in the original email about the poor standing the employee has had so far.

Offended reply (flame)

More thoughtful reply

I found your email offensive and inappropriate. Apart from anything else it went to another person of the same name who was amused at the thought that I had not attended sufficient lessons or had not performed adequately.

This is of course a matter for me and the teacher which we had already discussed. Please do not presume to pry into my personal affairs in future and please do not make them public.

I would like to ask you to be more careful in future about the messages you send concerning participant’s progress and attendance. Unfortunately, the email you thought you were sending me went to another officer of the same name. It has been embarrassing for me to have the information you sent made public in this way. The person who received the email has expressed his amusement and this has caused me considerable distress.

Please note that I have already discussed the situation with my instructor and the matter is in hand.

Could you please ensure that you have my correct email address for future correspondence and that you are more careful about protecting my privacy.

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