As a PA or EA, you’ll often be trusted to draft emails that your boss would rather not write themselves. These might involve addressing a team member’s mistake, chasing a difficult client or explaining that something has gone wrong. Getting the tone right is an important part of the job.
Start with the outcome
Before you write anything, ask yourself what the email needs to achieve.
Do you need the recipient to provide information, change their behaviour, accept responsibility or simply understand what has happened? Being clear about the desired outcome will help you avoid writing an email that is emotionally satisfying but unlikely to resolve the situation.
This is a particularly useful skill to explain at interview when you’re applying for Executive Assistant jobs in London – it shows you really are an excellent communicator.
Stick to the facts
When an email involves conflict, it can be tempting to explain everything that has led to the situation. Instead, keep your focus on what the recipient genuinely needs to know.
Use specific, factual language rather than assumptions about someone’s intentions. For example, “We haven’t yet received the figures requested on 5 September” is much easier to respond to than “You still haven’t bothered to send the figures.”
You’re not trying to win an argument. You’re trying to move the situation forward.
Take the heat out of the language
A good PA knows that an email can sound much harsher on screen than it would in conversation.
Look out for words that could sound accusatory, sarcastic or unnecessarily blunt. Replace “You failed to…” with “It appears that…” or “We’ve noticed that…”, where appropriate.
That doesn’t mean making every message vague or apologetic. You can be firm while remaining professional.
Make the problem clear
De-escalation doesn’t mean avoiding the issue.
If something has gone wrong, explain what happened, what the impact is and what needs to happen next. A useful structure is:
- What happened
- Why it matters
- What needs to happen now.
This gives the recipient something practical to respond to rather than leaving them feeling attacked.
Protect the relationship
Sometimes you need to challenge someone while continuing to work with them. This is particularly common when dealing with clients, suppliers or important contacts.
Where appropriate, acknowledge the relationship before raising the issue. Something as simple as “We’re keen to keep the project moving and find a solution” can make it clear that you’re addressing a problem, not damaging the relationship.
Know when to pause
If your boss has dictated an email while frustrated, don’t automatically send it word for word.
Your role isn’t simply to type what you’re told. A strong PA uses judgement. You might suggest softening a particular phrase, clarify the intended message or recommend that your boss speaks to the person directly instead.
That kind of judgment is one reason employers value experienced candidates when recruiting for Executive Assistant jobs in London.
Read it as the recipient
Before sending, put yourself in the other person’s position.
Could anything be interpreted as personal? Is the request clear? Have you accidentally made the situation sound worse than it is? Does the email give the recipient a constructive way forward?
Then check the basics: names, dates, attachments and previous correspondence. A beautifully worded email still causes problems if the facts are wrong.
Remember: you’re representing your boss
Every email you draft contributes to how your boss and organisation are perceived.
The best difficult emails are clear, calm and purposeful. They don’t avoid uncomfortable conversations, but they don’t add unnecessary friction either. Developing that judgement can be a real asset throughout your career, particularly if you’re pursuing PA and EA jobs.
We’re the PA recruitment agency that really knows the industry. Let us help you find the next step in your career. Get in touch on 020 7870 7177.