A shipping company that your business started using a month ago regularly inflates its shipping rates, fails to meet scheduled deliveries, and loses packages. You decide to write a letter to the the shipping company to end the business relationship. What are your goals when communicating this message? Check all that apply. Maintain friendly relations. Explain clearly and completely. Project a professional image. Establish an angry tone. Create animosity.
A shipping company that your business started using a month ago regularly inflates its shipping rates, fails to meet scheduled deliveries, and loses packages. You decide to write a letter to the the shipping company to end the business relationship.
What are your goals when communicating this message? Check all that apply.
Maintain friendly relations.
Explain clearly and completely.
Project a professional image.
Establish an angry tone.
Create animosity.
Thinking through the entire writing process is especially important when you are delivering bad news. The way bad news is revealed determines how it is accepted. Thus, you should carefully follow the 3-x-3 writing process to be sure that your message is well planned and delivered.
Read the scenario, and then answer the question.
You are the president of a toy-manufacturing company that has recently discovered its bendable action figures tend to break too easily and present a choking hazard. You need to compose a message to your customers addressing this issue. You’ve completed Phase 1 of the writing process.
What should your next steps be? Check all that apply.
Jot down reasons that explain the bad news.
Brainstorm for ideas.
Evaluate your message.
Conduct any necessary research.
When composing negative messages, avoid language that could cause legal problems for you.
Read the scenario, and then answer the question.
You are a customer service representative for a mobile phone manufacturer. You are responsible for sending out claim rejection messages. The intern assigned to you recently sent out a claim rejection letter denying a product replacement. The intern wrote, “Even though you laundered the phone in the washing machine, it isn’t really your fault the phone is broken. Sometimes these phones are cheap and just don’t work right. Nevertheless, since your warranty has expired, we will not replace your phone.”
What advice should you give the intern?
Avoid the good-guy syndrome.
Avoid careless language.
Avoid abusive language.
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