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Accountants: How to Respond to a Critical or Upsetting Email

  • Accountant
  • CPA (CA)
  • CFE
  • CGFM
  • CISA
  • CPA (US)
  • CA - ICAEW
  • HRCI
  • SHRM
  • ACCA
  • CA - Ireland
  • CA - Scotland
  • CPA - Ireland
  • CWS

Published: March, 2022

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  • Course Description
  • Course Qualification
  • Presenter
  • FAQ

Course Description


  • What are the costs to the organization of writing upsetting emails?
    4 mins
  • Where is the person coming from?
    10 mins
  • Do you have a policy for dealing with crossed boundaries?
    16 mins
  • What process could Jason follow?
    28 mins
  • What would you do?
    35 mins

Course Description

Recommended for CPAs, finance professionals and staff.

Wouldn’t it be awesome if the only feedback we got from our co-workers, bosses and clients was glowing? Unfortunately this is not the case & for most of us, feedback is a pretty equal mix of positive and negative. We open our inbox in a calm frame of mind and then, Pow! We read an email that sets our blood boiling. Whether the email is critical, insulting, or just plain upsetting, we are left shaken and tempted to bite back.

While it’s unlikely you’ll ever get away from criticism (constructive or otherwise), you can change the way to respond to it. And your response will have a huge impact not only on your reputation but also on your professional life. The best way to think of any criticism is to see it as an opportunity to improve.  

This 1 hour CPE webinar on Communications and Marketing will help you to :

  • Learn strategies for dealing with upsetting emails.
  • Review the process of responding (or not responding) to the email
  • Tips about managing our emotions while responding. 

PRO TIP : Don't use all capital letters in any portion of your email, as this is perceived as the equivalent of shouting at the recipient. 

Learning Objectives

  • To identify the core principles of responding to upsetting emails.
  • To analyze the writer of an upsetting email.
  • Mastering a four-step process to responding appropriately to a critical email.
  • To understand when to respond and when not to respond to the emails
  • To learning tools for mastering the feelings that an upsetting email evokes

Recommended For

  • This Online CPE webinar is recommended for CPAs who desire to learn strategies for dealing with upsetting emails for better communication.                                                                                                      

Who Should Attend?

  • Accountant
  • Accounting Managers
  • Bookkeeper
  • Certified Management Accountant (CMA)
  • Chief Accounting Officer
  • CPA (Industry)
  • CPA - Large Firm
  • CPA - Mid Size Firm
  • CPA - Small Firm
  • CPA in Business
  • Entrepreneurial Accountant
  • Entrepreneurial CPA
  • HR Professionals
  • Others
  • Senior Accountant
  • VP Accounts
  • VP Finance
  • Young CPA

Course Qualification

Webinar Qualifies For

  • 1 CPE Credit of Communications & Marketing for Certified Public Accountants (CPA-US)
  • 1 CPD Credit of Communication for Chartered Professional Accountant (CPA Canada)
  • 1 CPE Credit of Communications & Marketing for Certified Fraud Examiner (CFE)
  • 1 CPE Credit of Oral and written communications for Certified Government Financial Manager (CGFM)
  • 1 CPE Credit for Certified Information Systems Auditor (CISA)
  • 1 PDC Credit of Communication for SHRM Professionals (Approval No. 22-2NNSX)
  • 1 RCH Credit of HR (General) for Human Resource Certification Institute (HRCI) (Approval No. 591213)
  • 1 CE Credit for Certified Fiduciary & Investment Risk Specialist (CFIRS)
  • 1 CE Credit for Certified Wealth Strategist (CWS)
  • 1 General Credit of Communications & Marketing for Accountant/Bookkeeper/Tax Professionals
  • 1 CPD Credit for CA - ICAEW
  • 1 CPD Credit for Chartered Certified Accountants (ACCA)
  • 1 CPD Credit for Chartered Accountants - Scotland
  • 1 CPD Credit for Chartered Accountants - Ireland (CAI)
  • 1 CPD Credit for CPA - Ireland

Additional details

  • Course Level :
  • Credits :
  • Instructional Method :
    QAS Self Study
  • Pre-requisites :
  • Advance Preparation :


MY-CPE LLC, 1600 Highway 6 south, suite 250, sugar land, TX, 77478

MY-CPE LLC (Sponsor Id#: 143597) is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website:


About Presenter

Elizabeth Danziger

, Worktalk Communications Consulting

Elizabeth Brenner Danziger, founder of Worktalk Communications Consulting, enables people to achieve success through better writing. Improved writing means greater productivity, better customer service, quicker adoption of internal initiatives, fewer misunderstandings, faster completion of key work and enhanced relationships. Ms. Danziger has trained business people throughout the U.S. and has worked with executives from many major corporations. She brings 28 years of experience to her work. Danziger's clients include a wide range of businesses, including professional service firms such as Sullivan and Cromwell; Nixon Peabody; Ernst and Young; PragerMetis; RBZ; CohnReznick; Miller, Kaplan, Arase and others. Ms. Danziger's clients develop a keen insight into their product or service and see how to convey their message clearly. They learn techniques that help them build more powerful relationships through the written word. In addition, they learn practical ways to get to the point and write successfully. In email seminars, participants master three elements of effective email: clear writing, good judgment and efficient productivity. Ms. Danziger received her B.A. from Pomona College in Claremont, California and holds a Certificate of Executive Education from the UCLA Anderson School of Business. She has written four books, the most recent of which is Get to the Point!, which was originally published by Random House and is now in its second edition. Her work has been published throughout the world.

About Company

Worktalk Communications Consulting

Elizabeth Danziger received her degree in Philosophy and Asian Studies from Pomona College in 1977. Immediately after college, she began work on her first book, The Hand Book, which was published by Ten Speed Press in 1980. A sequel soon followed, and Elizabeth was busy writing magazine articles for magazines such as Readers Digest, Family Circle, Glamour, Self, and Cosmopolitan. She also edited a vast range of documents, from one-page thank-you notes to 1,000-page books.

She began work on the self-help book that became Winning by Letting Go. The book was published in 1985 by Harcourt Brace Jovanovich. During this time, Elizabeth became restless with the world of self-help; she longed to work where people were making the world happen. For her, that meant going into the business world.

She did extensive research on language training, live training, and the English language, and created a course that remains the backbone of the Worktalk programs today. She launched Worktalk in 1987 and has built the business steadily since then. She subsequently wrote articles for Personnel Journal, Training & Development, and Journal of Accountancy.

Realizing that she needed further education about business, Elizabeth earned a Certificate of Executive Education from UCLA’s Anderson School of Business in 1997. She continues to attend professional development programs and is active in the Anderson alumni network, as well as in Professionals in Human Resources Association (PIHRA), Association for Talent Development (ATD), and ProVisors.

She continued to write Writamins monthly writing tips every month from the mid-1990s. At the urging of a client, she decided to synthesize her training program and the Writamins into a new book on business writing. That project became Get to the Point!, which was published by Crown/Random House in 2001. This easy-to-read guide to business writing found a home in many organizations. In 2011, Elizabeth published the second edition of Get to the Point!.

Elizabeth’s personal life grew with the business. She and her husband raised four children, all of whom, she is proud to say, are good writers.

In 2016, Elizabeth brought her daughter, Emma Fialkoff, into the business as an associate trainer and curriculum designer. Emma has brought invaluable energy and talent to Worktalk.


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