How to complain

I commonly receive emails from students complaining about something- their chair, committee member, URR, IRB, etc. I think it important for you to consider how such emails are received- ones that are written in a calm voice, are clear, and professional are much more likely to be taken seriously than when someone rambles for pages, is demanding, and threatening. This may seem somewhat counterintuitive; isn’t the threatening one more serious and angry? Perhaps, but they also come across as someone who does not understand the system and is not looking for solutions, they simply want to vent. 

How can you be taken seriously when you are upset? I suggest first opening word and just dump all of your emotions and frustrations into that document- layout everything that happened and how you felt about it. Feel better? Ok delete it and let's start fresh. 

Let's start a new document, now unemotionally lay out the sequence of events that has led to the current issue. Include the dates; do not personalize or say how you felt about it – just give the facts. Once you have a clear timeline, write a BRIEF summary of the history, again no emotion.

Now I want you to think about what you would like the reader to do about the issue. How do you want them to help you? Would you like him or her to suggest some solutions? Would you like him or her to speak to your chair and possibly mediate? Add that in as a polite request. 

Time to write the email. First, introduce yourself to the email recipient, where are you in your program? What program? Have you ever met him or her? State that you are seeking their help/ advice/ etc. with a problem with (whomever). 

Copy the brief summary into the email. Then add the section on what you would like the reader to do for you. You may add one sentence with how you are feeling about the problem (e.g., "I am feeling very frustrated, and would deeply appreciate your input"). End the email by thanking them for their help. If you have emails or documents that show the history or in some way support your claims, attach them. I suggest that you then let the email set for a day, read it again when you are calm. If it sounds clear and professional, go ahead and send it. 

Next time I will post an updated blog index.  Do you have an issue or a question that you would like me to discuss in a future post? Would you like to be a guest writer? Send me your ideas! leann.stadtlander@waldenu.edu