Johannes Van Den Bosch Sends an Email

Case Solution

Joe Distefano
IMD ()

A Dutch partner of a Big 5 professional services company is fighting to get his Mexican partner to work with a multinational client from the UK. Since seamless global service is part of the company’s competitive position, the customer is getting more angry. After a particularly hostile exchange with the client, Johannes van den Bosch writes a very angry email to his Mexican partner, calms down for an hour, and then edits his original email to stick to facts and figures. He is mailing it, hoping to get the necessary information and future collaboration soon. Are the medium and message appropriate to the circumstances?

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