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Electronic mail has helped companies transmit memos and documents quicker than ever before. An ever increasing problem, however, has become what is affectionately known as "Flame-O-Grams." "What is that?" you ask.
A Flame-O-Gram is an e-mail that you think is terse, accusatory or offensive in some way. "She can't talk to me that way. Where does she get off telling me that?" you may say to yourself. So tap, tap, tap, you type out your response, which is also terse and perhaps accusatory, and instantly your response is sent. Without your cooling off. Without your editing. Without your having a colleague look it over to see if it could cause offense.
When you receive an e-mail that you think deserves a Flame-O-Gram, show it to a colleague. Ask her/him to tell you what s/he makes of it. What are some non-offensive ways it could be interpreted?
If you both think the language is accusatory, pick up the telephone and call the person. Start with something like, "I just received your latest e-mail and I'm confused. It sounds like you're angry, or feel that I've done something to offend you. Would you please clarify for me what happened?" Make sure your voice is not irritated or annoyed, but sincerely interested.
If you do respond via e-mail, have a colleague read your response before you shoot it back. You don't want to start a war based upon your misinterpreting someone's message.
© 1996 Morgan Seminar Group
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Rebecca L. Morgan, CSP, is a dynamic speaker and seminarist. She is the author of four books, TurboTime: Maximizing Your Results Through Technology, Calming Upset Customers, Life's Lessons: Insights and Information for a Richer Life, and Professional Selling. For information on her speaking services, books, and tapes contact her at 1440 Newport Ave., San Jose, CA 95125, 408/998-7977, 800/247-9662, fax: 408/998-1742, rebecca@RebeccaMorgan.com, www.RebeccaMorgan.com. Please contact Rebecca for permission to reprint or repost this item.
Personal Productivity/Time Management | TurboTime | Customer Service | Professional Selling | Management/Communication | Training | Motivational
