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JOHANNES VAN DEN BOSCH SENDS AN EMAIL
Copyright 2000 by IMD - International Institute for Management Development, Lausanne, Switzerland

After having had several email exchanges with his Mexican counterpart over several weeks without getting expected actions and results, Johannes van den Bosch was getting a tongue-lashing from his British MNC client, who was furious at the lack of progress. Van den Bosch, in the Rotterdam office of BigFiveFirm (B&FF), and his colleague in the Mexico City office, Pablo Menendez, were both seasoned veterans and van den Bosch couldn't understand the lack of responsiveness. A week earlier, the client, Malcolm Smythe-Jones, had visited his office to express his mounting frustration. But this morning he had called with a stream of verbal abuse. His patience was exhausted.

Feeling angry himself, van den Bosch composed a strongly worded message to Mendez, and then decided to cool off. A half-hour later, he edited it to “stick-to-the-facts” while still communicating the appropriate level of urgency. As he clicked to send the message, he hoped that it would finally provoke some action to assuage his client with the reports he had been waiting for.

He reread the email, and as he saved it to the mounting record in Smythe-Jones's file, he thought, "I'm going to be happy when this project is over for another year!"

Message for Pablo Menendez
Subject: IAS 2003 Financial statements
Author: Johannes van den Bosch (Rotterdam)
Date: 10/12/04 1:51p.m.

Dear Pablo,

This morning I had a conversation with Mr. Smythe-Jones (CFO) and Mr. Parker (Controller) re the finalization of certain 2003 statements. Mr. Smythe-Jones was not in a very good mood.

He told me that he was very unpleased by the fact that of the 2003 IAS financial statements of the Mexican subsidiary still have not bee finalized. At the moment he holds us

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