Conflict is inevitable, but how we deal with conflict is up to us. In this assignment, you will imagine a conflict at work and then decide the best way to use your communication skills in order de-escalate, or defuse, the conflict. Here is what you need to do.

1. Imagine that you have received an angry e-mail at work from either a colleague or a client. Write that e-mail in the style of an e-mail message including To, From, and Subject. If you have received an angry e-mail at work, you may choose to create a similar message to the one you received, but the message must be written in your own words. For examples of angry e-mails, as well as an excellent discussion of online incivility, see Chapter 10 of our textbook.

2. Decide on the best way to de-escalate the conflict, and then create the appropriate message. For example, you may choose to respond to the e-mail with another e-mail, or you may choose to respond in a different communication channel. If you decide to "change the channel," so to speak, you might choose to respond with a phone call, a video conference, or a personal meeting. You will then create that message. For good ideas on how to respond effectively to a rude or inappropriate e-mail, Chapter 10 of our textbook is a must read.

Requirements:

• This should include the angry e-mail, written in the style of an e-mail.
• It should include the de-escalating response written in the appropriate format. If you choose an e-mail, write it in the style of an e-mail. If you choose a phone call, personal meeting, or video conference, you'll create a brief, imaginary dialogue between you and the angry colleague or client in which you de-escalate the conflict.
• Conclude with a one-paragraph discussion of your communication channel choice. In other words, explain why you decided to respond in the way you did.

Answer rating: 100% (QA)

Hostile Email To Customer Support Department From Jane Smith CC Subject The wrong model delivered He... View the full answer