7 Responses

1. You Tube

   Lots of good stuff on Youtube to give you some ideas?

   http://www.youtube.com/watch?v=bNKR3LhlzSM

    

    

2. SCRAP

   I do a business communications course and we discuss the SCRAP method for structuring letters / emails.

   SCRAP stands for Situation (set out the facts of the matter), Complication, Resolutions (possible ways to remedy the issue), Action (what specifically you want to happen as a direct result of the email), Politeness (expression of good will).

   For example, making a complaint…

   "Dear Customer Services,

   Last week I brought my car into your garage and asked that the brakes be repaired as they did not work. When I picked up my car I was assured that they had been fixed, and I was charged £100 for the service [situation]. Unfortunately the brakes once again failed as I was driving home, causing me to crash into a hedge [complication].

   I would like to be refunded the £100 I paid for the brakes to be fixed; in addition I would like your garage to undertake the necessary repairs to my car. Alternatively I will have the repairs done elsewhere and invoice you for the full amount [resolutions].

   Please call me by the end of the week to advise which course of action you would prefer [action].

   Kind regards [politeness],

   Mrs Y"

   The SCRAP structure can be used when on the offense (e.g. asking for something) or defence (e.g. apologising for something). The key things to emphasise are that it keeps things concise and to the point. Particularly with e-communications people can find it easy to vent their spleen which most often is not productive! Also the politness should be a feature of all communications and not be limited to the end of the email.

   If time allows you could explain SCRAP, give a couple of examples, then give a scenario and ask delegates to put together their own email using this structure. I really like SCRAP as it’s easy to remember and explain, and is effective. The feedback I get is often that SCRAP was the most useful part of our course. Hope that is of some help to you.

3. Difficult Emails

    Thanks Steve some good clips here…

    

4. Difficult Emails

    Thanks Alison I like this and will certainly use it – These little tools/abbreviations are always good as they are easy to remember

5. Difficult emails and/or difficult customers

    Four very brief thoughts for you:

    (1) ‘Difficult’ emails, however defined, do not necessarily translate to ‘difficult’ customers – but do translate into  ‘handle with care’ – that is, care for the customer’s viewpoint, concerns, anger………..

    (2) A key requirement of the responder is having the right attitude – towards the customer, and towards the content of the email. Respect for the sender. See-ing that the complaint, objection, difficult issue is an opportunity for a positive crucial conversation – to deliver good service, solve a problem, convey a caring, resourceful ‘persona’

    (3) Rapport and connection can be established via the language and words used: the sender (if the email is long enough) will have revealed their preferred language representational system (visual, audio, etc….). Using the same system in reply automatically begins the rapport process.

    (4) An incoming written (i.e. email) may be best responded to with a verbal (i.e. telephone) response (which can of course be followed up with an email as necessary)

    These points are usually more important than how you structure your reply, cover yourself legally, and so on. They are often overlooked, but are key to the story having a good ending.

   Best wishes for your training endeavour!

    

    http://www.haloandnoose.com

6. Difficult e-mails

   The best piece of advice that I have ever had about difficult e-mails was – if you think your e-mail could be misinterpreted, pick up the phone!

   In this day and age, we spend far too much time writing e-mails and far too little time developing our relationships with the people we need to communicate with. 

   My suggestion would be to focus on responding to e-mails; e.g. ways to avoid not getting "hooked" by badly written / emotional / angry e-mails, and assertive ways to approach actually speaking to people who have concerns or grievances communicated by e-mail.

   In my experience, responding in kind is rarely an effective way to diffuse a situation!

   Kind regards,

   Sophie

7. Key Points

    I found this key points sheet a while ago. It’s useful, but not sure its exactly what you are looking for.

   Sheridan