Question

Think of an important email or other electronic communication you have sent in which others misunderstood your emotions and/or intent. How did the person respond? Did you think the response was fair? Why did this person misunderstand? Did the lack of richness of the communication channel have an impact? How could you have written or approached your message differently to avoid misunderstandings?

Answer 1

There was an email I once sent to my client's vendor parties without looping him in! I was in a hurry...and it was the last thing I did before leaving office that day... Anyhow, I didn't receive any response from the vendors within the timelines stipulated. I decided to send them a formal reminder...but regrettably...there was no response yet again...

I realised the mistake I'd made in not copying the client - because the vendors were directly responsible to him (surely more than they were to me). I was, obviously, not being taken seriously...

The second reminder I sent was just three days before the main assignment (crux of the matter) was due... and this time I cc'd the client too. The client responded to me (with all vendors and my reporting manager copied) in bold, capitalised letters stating..."PLEASE DON'T MESSAGE MY VENDORS WITHOUT MY KNOWLEDGE. I WANT THIS ASSIGNMENT READY BY TOMORROW FOR A PRELIMINARY REVIEW. MAKE SURE IT'S ON MY TABLE BY 12:00PM"

I was seriously shaken....My boss came into my cabin glaring at me and threatened to fire me if the work wasn't done in time. I had to literally beg the vendors, in person, to spring to action and do the needful....and everything that day was a huge nightmare!

In all honesty, the response was fair...(as I've been stating all along...it was my mistake)... Even though I feel the client shouldn't have shamed me publically (by looping everyone in) like that, I definitely realise that I should've exercised better judgement in pre-planning my communications and thinking of all the relevant stakeholders beforehand. This is something that I'm overly mindful of now...given my terrible experience!! Another crucial learning is to follow up with phone calls to ensure that the recipient of the message(s) has properly understood the intent. To have good ties with co-workers is also quite necessary. Relationship building is a must...The vendors would surely have been more receptive if I had good ties with them (perhaps this entire episode could've been avoided)...