Some advice I gave to a staff member the other day regarding an email exchange with a client on which I was bcc’d.
While you’re right, and factual, I’d never say to a client “you’re wrong”
It’s not appropriate expression and just shows the growing frustration on this issue
Words like “I disagree” or that’s not aligned with specifications”
Never directly attack the person no matter how foolish they are, because it wont register to an angry or stubborn person. Attack the problem and suggest an alternative path to resolution
If they are unwilling then seek intercession as you’ve done. As you stated, sometime it’s best to step back and stop
communicating”
Be wise
Be personable
Be clear
Be respectful
Draw appropriate boundaries
JOHN L WHEATON BLOG 