Addressing challenging situations at work

​How do I respond to rude and passive aggressive emails?

1. Make sure that you interpreted the email correctly.

o Sometimes sarcasm, jokes or a difference in culture may be
interpreted as being offensive when that wasn’t the original
intention.
2. Even if you are sure that the sender meant to be rude or passive aggressive,
make sure that you don’t match their attitude in your reply.
o Use professional language and stick to the email format, as you
usually would.
3. Reply only with facts.
o Stick to discussing only facts such as project details, deadlines and
related topics.
o To remain professional, avoid using sarcasm and mockery in your
response.

How do I respond to unreasonable requests at work?

1. Explain your current workload and priorities and the consequences of

taking extra work.
o Sometimes, it can just be that your supervisor was unaware of how
much you currently have on your plate.
2. Frame your “no” as a request to reassess your priorities.

Example: “If this is a priority, I can start working on it straight away, but this
would mean that we don’t get [project] completed by the end of this week.”

How do I respond to requests that are not part of my job?

 ● Although it’s always a good idea to try and help, in certain situations these
requests might seem unreasonable or inappropriate.
● You have to communicate why you can’t help with the request and explain
the reasoning behind you declining to help.
● You can be kind, but firm.

Example:

“I am sorry, but I don’t have the time or resources to do a good job on this right
now and give it the attention it deserves.”

How do I use email to address misunderstandings?

1. Ask for clarification before assuming anything.

o Be open and willing to quickly verify.
o Be specific and seek clarification in a direct yet non-threatening way.

Example:

“​ ​Hi [Name],

This is [Name] from the Client Services team. I hope you’re doing
well.

We had previously booked the conference room for the 24th of this
month. However, I’ve just received an email from your team that says
you have booked the room for the same date.
 Please let us know if there is a confusion on the dates as the 24th has
been reserved for our team.

Thanks & regards,

[Your name]”

2. Move past the misunderstanding.

o Either you realise that it was a simple miscommunication and there’s
no further concern, or it is something that requires more action and
attention to move forward.
o It is important to clarify misunderstandings as soon as they occur.