That Resonates with Me! - A Tedx Talk

An inspiring video about communicating...

Tracie Marquardt

Quality Assurance Communication

Satisfaction lies in the effort...

Tracie Marquardt

Quality Assurance Communication

I'm Writing to Apologize for My Last Email

Today I find myself in the position that I advise all my clients to avoid when it comes to written communication skills: Having to apologize for sending an email that I probably shouldn’t have. Yesterday I hit ‘send’ on an email that was factually correct and well-intentioned. But in reality, it may have been inappropriate and could well have damaged a valuable business relationship.

I realize I should have heeded my internal warning system as I reviewed what I wrote. Alarm bells were sounding, and a red flag was raised. But the bells weren’t THAT loud, and the flag wasn’t raised THAT high. Still the message was clear. Don’t click the send button!Whoops. Too late now.

There are several things you can do to avoid the position I put myself in.

Critically review the content of the email:

Have you included all relevant facts? Always make sure the facts you include are supported by a description of the situation so far, relevant contract paragraphs, and any other information that is indisputable.

Is the tone appropriate? Language and word choice can easily undermine the message you are trying to convey. Choosing wisely here will go a long way to ensuring your business partner’s acceptance of your message. Diplomacy is key!

Is the level of formality appropriate to the relationship? Business partners tend to operate on the formal side here in Germany despite the very positive long-term relationship. This will vary from business relationship to business relationship.

Have you explained the impact? One aspect of an argument that many forget to address is the impact of the problem or opportunity. Setting this out clearly will help your business partner formulate a decision on what to do… or not do.

If you’ve answered a resounding YES! to each of these questions, give yourself kudos for being able to craft a good email. You have excellent professional email communication etiquette. It’s not time to click ‘send’ just yet though.

Objectively assess the potential result of sending the email:

How will your business partner perceive this particular message? No matter how much time and effort we spend crafting what we think is a perfectly written email, we have to accept that it’s not about us. It’s all about THEIR understanding, interpretation and perception. This is a risk that you cannot afford to ignore.

Will this email negatively impact your relationship? If there is any potential for this at all… take your fingers from the keyboard. Immediately. Click ‘delete’, not ‘send’.

Is email the right method of communication? We’ve all learned the 7%-38%-55% rule from Albert Mehrabian. This rule is used all the time when assessing method of communication. (Rightly or wrongly.) In email, all you’ve got are black and white letters, which combine into words and sentences. No tone of voice, and no body language. It’s far easier for your business partner to interpret your message on the phone or better yet, in person.

Why is picking up the phone a better option? Always use caution when handling sensitive, political or emotional issues. And that usually means not communicating in writing when it can be avoided.

Where does that leave me?

I’m in the position now of having to pick up the phone and make sure I haven’t damaged or negatively affected a very important relationship with a valued client. I hope you don’t find yourself in the same position any time soon!

All the best,

Tracie Marquardt

Quality Assurance Communication