In an online world where everyone has something to say, it can be all too easy to end up in an argument that calls for you to defend or justify yourself. Tone and nuance aren’t easy to decipher when reading people’s emails or social media responses. We often don’t know people’s true intentions, nor what they’re going through in their personal life. The online distance and barrier can make it easier to become frustrated, when what we should really be doing is practicing compassion and humility. There are ways to express our frustration without forgoing our integrity.
Never send a message in the heat of the moment
It’s all too easy to get annoyed and lash out; however, nothing good ever comes from saying things in the heat of the moment. Before you sit down to write a response, take some time to calm down and consider what you really want, the outcome you’d like, and how you want to be received by the other person.
Keep it concise and professional
When dealing with companies or professionals, stick to the main point/s of your argument in a calm, measured and concise way. Remove all personal attacks and emotional language to ensure the person receiving the response is more likely to take it onboard. Nobody takes kindly to being insulted, spoken down to, or patronized.
Remain solutions focused
If there’s something you want or something you’ve done that you’d like to rectify, your response should offer a fair solution to the problem at hand. You can also ask the person receiving your message whether they have any thoughts about how to handle the situation. Be prepared to remain polite and friendly in the event they do have a suggestion, and only agree to a fair outcome that suits both parties.
Be kind, always!
None of us know what’s going on in someone else’s life. If you’ve been sent an unkind or rude message, your initial reaction might be to send one back; however, it’s good to remember that people’s bad behavior reflects on them and what they’re going through. When we sit behind a screen, we can accidentally dehumanize other people by forgetting they’re an individual. Two wrongs don’t make a right. So, try to remember that you’re dealing with a person with their own set of thoughts and feelings. Be kind – if not for them – but for your own humanity and integrity.
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