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When the Tone of an Email Went Wrong

Mukesh Kumar; Archana Parashar; Sanjeev Prashar;

商品編號:9B16C013
出版日期:2016/05/18
再版日期:2016/05/18
商品來源:Ivey
商品主題:International Business; Organizational Behaviour/Leadership
商品類型:Case (Gen Exp)
涵蓋議題:tone in business writing;email etiquette;media richness;communications
難易度:4 - Undergraduate/MBA
內容長度:5 頁
地域:India
產業:Educational Services;
事件年度:2014

A tense situation arose in 2015 after a faculty member at the Premier School of Management in New Delhi, India, mistakenly emailed a test paper to a group email address that included the school’s students, faculty, and alumni. An alumna who received the email responded to the professor using the “reply to all” option. The tone of her email was considered to be disrespectful to the professor. The professor responded by sending his own “reply to all,” explaining his error to the alumna and chastising her for using a tone inappropriate for a student-to-teacher communication. The alumna apologized, but one of the students on the group email then wrote his own offensive email to the alumna. Was there a way to defuse the mounting tension and avoid a possible rift between the alumna and her former school?

教學手冊:8B16C013;
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