Don't Let Emotion Derail Your Email Communication

In our daily work, we rely heavily on email to communicate with diverse constituents. While we spend a lot of time communicating with students via email, we spend an equal amount of time communicating with our colleagues via email in order to accomplish our work.

As we encounter frustrating situations, it is easy to infuse emotion into our written communication. In fact, because we are not face-to-face, it is sometimes easier to be assertive or aggressive in an email than on the phone or in-person. During these times, I recommend consulting with a colleague before you press “send.” An objective party can help you communicate your message clearly and effectively and can readily identify the emotionally charged content that should be omitted.

Below are excerpts from a frustrated employee who was trying to affect change in a procedure and was contacting a higher-level authority in order to do so.

Original statement:

I could forward you e-mails all day that are similar and in each of them students are frustrated and angry.

Replace with:

I have received numerous email complaints from students that are similar …

Original statement:
The information that is provided in this e-mail communication to students is wrong and it has generated a tremendous amount of complaints.

Replace with:

The information that is provided in this e-mail communication to students is inaccurate …

Original statement:

I will respond to this student and the hundred others with the appropriate information.

Replace with:

I will respond to this student as well as the other students …

Original statement:

Why not listen to our insight into this issue and allow us to do our jobs and assist the students with registering for the appropriate courses and provide them with support and not threats.

Replace with:

I am asking that you consider our insight into this issue as front-line experts who work with students…

In the instances above, you may see that a slight adjustment in a word or two may help to avoid further escalating the situation and being counterproductive. In general, I recommend the following litmus test when evaluating the appropriateness of your written communication:

Is the email:

• Professional?
• Objective?
• Factual?