Either way, a rapid reply is the last thing you want to send off when you've received an upsetting email. That will only make the situation worse, build the anger of the person sending the reply and frustrate everyone further. It can be even worse when an employee is involved, as they may not keep the big picture in mind and can possibly do damage to your business and its reputation.

For times like this we implemented a 24 hour "cooling off" period for offensive emails .. and it's worked wonders.

Essentially, when a ridiculous, inflammatory, or rude email comes in, we have a policy that tells the recipient to put it aside for at least 24 hours before sending a reply. Time brings perspective, and sooths raw emotions. When the person goes to reply, we do our best to ensure that they are polite and do not engage in the negativity of the original post. At the end of the day, this policy has been invaluable.

So, the next time you get an irritating message, wait a while before sending a reply. You'll be surprised by how much perspective 24 hours can bring to the situation!