14
Be Part of the Problem-Solving Style

There is a whole group of nice, professional people in the workplace whose job it is to focus on logic, detail, fact, and figures. These task-oriented individuals concentrate on concrete realities, not abstract feelings. Their e-mail style can best be described as Problem-Solving. They take a “just the facts” approach to e-mail by:

• Choosing their words carefully.

• Using neutral language.

• Projecting a serious tone.

• Laying out their logic and thinking.

• Discussing details.

Consider this typical Problem-Solving-style e-mail.

Subject: Holiday Client Gifts
From: Larry Logic
Date: November 20
To: Sales Team

To all Sales Team members:

In exactly 24 days, Chrismas will arrive. I have spoken with 14 out of the 15 team members, and with the exception of John in accounting, you have all stated your intention to give holiday gifts to your top 10% of clients.

I am writing to inform you that due to our 30% reduction in budget this year, holiday gifts will not be possible.

Please suspend any plans you currently have to provide gifts to your client base. If you have an exeption, send me a detailed e-mail with the relevant information by November 25.

I will make a determination and get back to you with a response by November 30.

The best way to respond to this style is to:

• Back up your position with facts, not feelings.

• Get straight to the point.

• Use neutral language.

• Explain logically why your idea has validity.

Consider the response to the following Problem-Solving-type e-mail.

From: Tina Tiny
Subject: Holiday Client Gifts
Date: November 21
To: Larry Logic

Larry:

I received your e-mail today regarding the suspension of holiday gifts for clients.

Per you instructions I am submitting my request for an exception within the dates specified. The facts are as follows:

1. My client, Jones Johnson, has increased his business with us five-fold this year, up from $50,000 to $250,000.

2. Our profit margins on this account have stayed the same, at 45.6%.

3. The gift I am considering will cost $50.00. This is 0.2% of overall sales form this client.

If you look at the numbers, this a low-cost way to say we appreciate his business.

If you have any questions, please let me know. If not, I will expect your response by the 30th.