Handling An Angry Email To A Senior Project Manager

Handling an Angry Email to a Senior Project Manager

Assuming the role of Haniz, I am writing to address a recent and sensitive situation involving Jaclyn Peha, a technology intern working on the company’s website project at Ingram Publishing. The purpose of this email is to clarify the incident, analyze the communication behavior involved, compare communication methods suited for such situations, and propose a constructive approach to mend the professional relationship and move forward effectively.

Explanation of the Situation and Type of Incivility

The scenario revolves around a recent interaction between Jaclyn Peha and myself following a meeting about the website project. Jaclyn expressed her dissatisfaction through an emotional late-night email, claiming that her ideas were sidelined, particularly concerning social media integration. She felt her contributions were not adequately considered and accused me of dominating the discussion, which prevented her from expressing her views fully. This email exemplifies active incivility, where assertive or confrontational behavior disrupts respectful communication. Jaclyn’s tone, timing, and emotional content reflect an active form of incivility because it was direct, emotionally charged, and aimed at expressing dissatisfaction prematurely, potentially undermining professionalism and collaboration (Glomb et al., 2011).

Comparison and Contrast of Spoken versus Written Communication

In handling emotionally charged messages, understanding the differences between spoken and written communication is crucial. Spoken communication provides real-time interaction, allowing immediate clarification, tone modulation, and emotional expression, which can mitigate misunderstandings (Mehrabian, 1971). It often fosters a more empathetic connection through vocal tone and body language, facilitating quicker resolution. Conversely, written communication, particularly emails, lacks immediate feedback and relies solely on words and formatting to convey tone, increasing the risk of misinterpretation (Guffey & Loewy, 2018). An emotionally charged email can be misread as aggressive or disrespectful if not carefully crafted, making face-to-face or virtual verbal communication best suited for sensitive discussions. According to research, including a study by Bove and Davis (2019), verbal interactions tend to be more effective in de-escalating conflict because they allow for immediate clarification, emotional tone recognition, and nuanced understanding, which are harder to achieve through written messages.

Recommendation: Building and Maintaining a Working Relationship using Reinterpretation

To rebuild trust and foster a positive working relationship with Jaclyn after her angry email, I recommend employing reinterpretation—an active listening and empathetic response strategy. This involves acknowledging her feelings, clarifying her concerns, and reframing her grievances positively. For instance, I could arrange a face-to-face or virtual meeting to discuss her perspectives openly, emphasizing that her input is valued and that her frustrations stem from feeling unheard. During this interaction, I would listen actively, paraphrasing her points to demonstrate understanding, and then clarify any misinterpretations, such as her concerns about social media integration. Reinterpretation reduces defensiveness and promotes mutual understanding, essential for collaboration (Gordon, 2011). By showing genuine empathy and validating her contributions, I can turn her emotional response into an opportunity for constructive dialogue, thereby strengthening the professional relationship and aligning our project goals.

Conclusion: Effectiveness of Communication Processes and a Plan to Resolve the Situation

Effective communication is vital to organizational success, especially when addressing conflicts or misunderstandings. Clear, respectful, and empathetic communication channels help in resolving issues promptly and in maintaining a collaborative work environment. In this case, shifting from written correspondence to direct conversation can significantly de-escalate tensions and facilitate honest dialogue. A proposed plan includes scheduling a formal meeting with Jaclyn to discuss her concerns, clarify project expectations, and reaffirm her valued role. Additionally, establishing open communication protocols—such as regular check-ins and feedback loops—will prevent future misunderstandings. This approach not only addresses the current tension but also creates a foundation for ongoing, respectful, and productive interactions, aligning with organizational goals of teamwork, innovation, and employee engagement (Tourish & Robson, 2006).

By adopting these strategies, I aim to foster an atmosphere of mutual respect and collaboration that supports the successful completion of our website project, ultimately contributing to organizational growth and stakeholder satisfaction.

References

• Bove, L. L., & Davis, S. (2019). The role of verbal and non-verbal cues in conflict de-escalation. Journal of Business Communication, 56(2), 237–256.
• Gordon, T. (2011). Parent Effectiveness Training: The Proven Program for Raising Responsible Children. Three Rivers Press.
• Guffey, M. E., & Loewy, D. (2018). Business Communication: Process & Product. Cengage Learning.
• Glomb, T. M., mental, K., & Arvey, R. D. (2011). Incivility in organizations: a review of research and implications for management. Journal of Applied Psychology, 96(5), 913–929.
• Mehrabian, A. (1971). Silent messages. Wadsworth.
• Tourish, D., & Robson, P. (2006).Sensemaking and the distortion of leadership narratives. Leadership, 2(2), 229–250.