Case study 1
My friend Hilary* used to work at a exceptionally busy medical centre. Part of her job was to make appointments for the doctors. She used to email them considerate messages saying something like:
“Sorry to interrupt, but just to let you know I’ve booked Mrs Bonzo for 20 minutes from 2pm on Monday as it looks as though you have a gap in your diary then. I hope that’s OK with you?”
She thought she was passing on the request wrapped around with respect and politeness. But when she had her annual appraisal, she was reprimanded for wasting time.
“We don’t need all that guff,” she was told. “Just tell us the name, time and date of the appointment, with no fancy fluffy verbiage”.
Hilary was perturbed. She did what she was told, but it made her feel uncomfortable to be so abrupt. (more…)