GBS120v3_L7_MidtermExam-RefusalLetterPlan-Revised-Finished

docx

School

Rio Salado Community College *

*We aren’t endorsed by this school

Course

120

Subject

Business

Date

Apr 3, 2024

Type

docx

Pages

Uploaded by KidDolphin4329

GBS120v3 GBS120-Midterm Exam Part 1: Refusal Letter Plan Instructions Important: Read the Refusal Letter Scenario in Lesson 7 before beginning this assignment. Referring to Figure 3-1 in your textbook that describes the 6-Step process for planning and preparing messages, identify and describe how you would address each step in the planning process as you create a claim denial message to your Darling Dahlia Creations customer based on the lesson in the scenario. Consider the guidelines for planning effective messages from the textbook chapter as well as the needs of your audience as you create your response. Follow these steps: a. Be sure to use the approach recommended in the textbook and lesson for when an audience will be displeased with a message and explain why this approach is best. b. As part of your plan, describe the elements and facts you would include and the order in which you would present them. c. Conduct any research necessary to provide information or options that might help soften the refusal for the customer and incorporate these alternatives into your plan. d. At a minimum, you are required to use a reference from the textbook. Also, cite any additional references you use. e. All citations and references must be in APA format as described in the Lesson 0 information. The description for each step should include at least one well-reasoned paragraph and references where indicated in the instructions below. Be sure to complete all 5 steps. Page 1 of 5

GBS120v3 GBS120-Midterm Exam Part 1: Refusal Letter Plan Template Name: Ashlee Titus MEID: ASH2283768 Step 1: Consider the Applicable Contextual Forces  Identify and explain which of the contextual forces from Chapter 1 (legal and ethical constraints, team environment, diversity challenges, and changing technology) are most impactful for your message to your customer. You must include one contextual force at a minimum.  Which organizational culture elements or dimensions of context mentioned in the textbook may affect the message? Explain your answer.  Be sure to provide at least one citation and corresponding reference to the textbook in this section to support your work.  I would identify it under legal and ethical constraints which shape communication by defining its boundaries. Laws at various levels dictate business conduct, while personal ethics influence honesty and disclosure in messages. Unethical behavior has widespread consequences, affecting stakeholders and eroding public confidence in financial markets. Concerns about declining ethical values persist, particularly among lower-level managers, who face complex decisions amid ambiguity.  Cultural context, including organizational culture and individuals' backgrounds, shapes communication. Factors like age, ethnicity, region, and gender influence communication preferences and effectiveness. Understanding these dynamics helps tailor communication approaches for better results. “Business managers are often judged and paid on their ability to increase business profits. This emphasis on profits might send a message that the end justifies the means.” (Lehmen et al., 2023, p. 9) Page 2 of 5

GBS120v3 Step 2: Determine the Purpose, and Select an Appropriate Channel and Medium  State the purpose of your message.  Explain why a written letter is appropriate to communicate the bad news to your customer.  Include at least one citation and corresponding reference in this section to support your work.  The purpose of the message is to explain the policy and procedures and deny her request for a refund while trying to come to a fair resolution to make the customer’s satisfaction fulfilled.  Writing a letter to break the bad news to the customer is the best method because you can present the facts, analysis, and reasonings. “If a message is based on a sound decision, and if it has been well written, recipients will understand and accept the reasons, and the forthcoming refusal statement, as valid.” (Lehmen et al., 2023, p. 120) Step 3 – Envision the Audience  Based on the scenario above, describe your audience for the letter and what factors you need to take into consideration when responding to the customer’s request for a refund.  The audience will be the consumer requesting the refund. The factors to take into consideration when responding to the customer’s request include company policies, communication skills, empathy, understanding, and finding a resolution that aligns with both the customer satisfaction and organizational guidelines. Page 3 of 5

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

GBS120v3 Step 4 – Adapt the Message to the Audience’s Needs and Concerns  What are the customer’s primary concerns that must be addressed?  How will you ensure that your message successfully addresses these issues?  The primary concerns needing to be addressed are that she had ordered and received the item correctly as she placed them, but they no longer suit her new, updated theme. As well as she requests a refund and for the company to supply postage which are both not part of the policy that she states she is aware of.  I will ensure to successfully address the issue by referencing her message to form my response. Step 5 – Organize the Message  Describe the format recommended for this type of refusal message in the textbook : inductive or deductive.  Explain why this is the most effective structure.  Include at least one citation and corresponding reference in this section to support your work.  The format recommended for this type of refusal message is in inductive approach.  The inductive approach is recommended for crafting refusal letters as it presents reasons before the refusal, increasing understanding and attention. This helps prevent negative reactions as the refusal is anticipated and reasons are perceived as sensible. Ending the letter on a positive note by expressing willingness to cooperate conveys helpfulness and reduces the impact of the refusal. “By showing a willingness to cooperate in some way, the sender conveys a desire to be helpful.” (Lehmen et al., 2023, p. 119) Facts, Examples, and Their Order  Outline the key points you plan to include within your customer’s letter, specific examples of the information you will use to support your denial (including alternatives to granting the request or other options), and the order you would deliver them in. Page 4 of 5

GBS120v3 The facts I will include for the reason for my denial would be reference to what the customer mentioned in their letter. They received the order 3 weeks ago in excellent condition which is past the 14 days of the item delivery date to still fall into the return and exchange policy. The customer changed their theme decor, but that sign was made correct to their order placed. The company doesn't pay for postage for exchanges or returns. An alternative I will offer the customer is they could place a new order at a discounted rate. References Lehmen, C. M., DuFrene, D. D., & Walker, R. (2023). BCOM11: Business Communication (11th ed.). Cengage Learning. Page 5 of 5

GBS120v3_L7_MidtermExam-RefusalLetterPlan-Revised-Finished

Related Documents