A Business Problem: Email Correspondence DR After having had several email exchanges with his Mexican counterpart over several weeks without getting the expected actions and results, Ambroos Jansen was getting a tongue- lashing from his British client, who was furious at the lack of progress. Jansen, in the Rotterdam office of BigFiveFirm, and his colleague in the Mexico City office, Jose Luis Hernandez, were both seasoned veterans, and Jansen couldn't understand the lack of responsiveness A week earlier, the client, Duncan Jones, had visited his office to express his mounting frustration. But this morning he had called with a stream of verbal abuse. His patience was exhausted. Feeling angry himself, Jansen composed a strongly worded message to Hernandez, and then decided to cool off. A half hour later, he edited it to stick to the facts while still communicating the appropriate level of urgency. As he clicked to send the message, he hoped logice and his colleague in the Mexico City office, Jose Luis Hernandez, were both seasoned veterans, and Jansen couldn't understand the lack of responsiveness A week earlier, the client, Duncan Jones, had visited his office to express his mounting frustration. But this morning he had called with a stream of verbal abuse. His patience was exhausted Feeling angry himself, Jansen composed a strongly worded message to Hernandez, and then decided to cool off A half hour later, he edited it to "stick to the facts" while still communicating the appropriate level of urgency As he clicked to send the message, he hoped that it would finally provoke some action to assuage his client with the reports he had been waiting for He reread the email, and as he saved it to the mounting record in Jones's file, he thought, I'm going to be happy when this project is over for another year!" A Business Problem: Email Correspondence DR After having had several email exchanges with his Mexican counterpart over several weeks without getting the expected actions and results, Ambroos Jansen was getting a tongue- lashing from his British client, who was furious at the lack of progress. Jansen, in the Rotterdam office of BigFiveFirm, and his colleague in the Mexico City office, Jose Luis Hernandez, were both seasoned veterans, and Jansen couldn't understand the lack of responsiveness A week earlier, the client, Duncan Jones, had visited his office to express his mounting frustration. But this morning he had called with a stream of verbal abuse. His patience was exhausted. Feeling angry himself, Jansen composed a strongly worded message to Hernandez, and then decided to cool off. A half hour later, he edited it to stick to the facts while still communicating the appropriate level of urgency. As he clicked to send the message, he hoped logice and his colleague in the Mexico City office, Jose Luis Hernandez, were both seasoned veterans, and Jansen couldn't understand the lack of responsiveness A week earlier, the client, Duncan Jones, had visited his office to express his mounting frustration. But this morning he had called with a stream of verbal abuse. His patience was exhausted Feeling angry himself, Jansen composed a strongly worded message to Hernandez, and then decided to cool off A half hour later, he edited it to "stick to the facts" while still communicating the appropriate level of urgency As he clicked to send the message, he hoped that it would finally provoke some action to assuage his client with the reports he had been waiting for He reread the email, and as he saved it to the mounting record in Jones's file, he thought, I'm going to be happy when this project is over for another year