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Critical Thinking Assignment: Writing a Bad-News Message
Critical Thinking Assignment: Writing a Bad-News Message
Order ID 53563633773 Type Essay Writer Level Masters Style APA Sources/References 4 Perfect Number of Pages to Order 5-10 Pages Description/Paper Instructions
Critical Thinking Assignment: Writing a Bad-News Message
Read and follow these instructions.
- This is an important assignment. You CANNOT do it correctly off the top of your head. You MUST watch the Tegrity lectures mentioned.
- Watch all of the Tegrity lectures pertaining to Chapter 7 and also
- Watch the Tegrity lecture “How to Format a Block Letter and Memo for this Class”; you cannot do a quality job on this assignment without following the information in theses lectures and chapter.
- Carefully read Chapter 7: Writing Bad-News Messages.
- Read and re-read the bad-news message below you are being asked to write.
- Analyze the situation. Think about your audience/reader empathically. In other words, imagine how you would feel if you were receiving this information.
- Consider the information given in the assignment below. Decide whether this situation requires a deductive or inductive outline/approach. Create an outline that you would use to present the information.
- As you write your letter, you should assume (make-up) reasonable information or details that are not specifically given. For example, you should create the person’s name and address for the letter. You can create reasonable details/additional information needed for the letter.
- Do not just lift sections of the instructions below. The information in the box below is the background—it is not what you are supposed to just repeat back to me.
- Do NOT overdo the counter proposal or silver lining . Anyone could write a refusal message if he/she could pretty much give the customer the item, repair, or whatever the customer wanted.
- Create your block-format letter (as outlined in my Tegrity lecture “How to Format a Block Letter or Memo for this Class”) based on the information in this unit.
- Part of your grade will come from your assignment being correctly formatted as a block letter—so you must watch and follow the instructions in my brief Tegrity lecture “How to Format a Block Letter for this class.”
Read the scenario on the next page; then respond to the customer in question with a block formatted refusal letter (as described in my Tegrity lecture “How to format a block letter and memo for this class”) that explains the problem and proposes a solution.
Adjustment Refusal: Airline Passenger Struggles with Online Ticketing:
Read the scenario below; then respond to the customer in question with a block formatted refusal letter that explains the problem and proposes a solution.
Most airline passengers who travel frequently are accustomed to booking their flights online using one of the many available websites, such as Orbitz.com, Travelocity.com, Expedia.com, and so on. These websites provide access to detailed flight information, including costs. Customers conveniently make an airline reservation, pay for it, and receive a boarding pass prior to departure. Frequent fliers find that online ticketing services often save them money and time. The sites are user-friendly and relatively easy to navigate; users follow the step-by-step directions carefully and submit the appropriate information for the transaction to be completed. People who use these sites quickly become familiar with how they work; however, problems can occur for travelers who are not computer literate, who fly infrequently, and who are booking flights online for the first time.
You are a ticket agent for American Airlines; you do not work for Orbitz, Travelocity, Expedia, etc.
You frequently handle calls from novice users of those online sites.
Today you receive a call from a customer who is frantic and complains that she cannot print a boarding pass for the flight she has “booked” using Travelocity.com. The flight is scheduled to depart for Florida, a popular winter destination, within 24 hours. By making airline reservations six weeks ahead of scheduled departure, the cost was less than $300. Today, the ticket costs $1400.
The customer is unable to recall if she received an email from Travelocity.com with the confirmation number of her reservation.
After checking the reservation system, you discover no reservation for this person. Apparently, she did not complete the online reservation and properly submit the information as she cannot find any charges for the ticket on her recent credit card bill. You now have to email her back now with this news.
Even though it is an email, I want you to set it up in a letter format because you need practice setting up a letter in a block format.
READ THE INSTRUCTIONS!!
- As you write your letter, you should assume (make-up) reasonable information or details that are not specifically given. For example, you should create the person’s name and address for the letter. You can create reasonable details/additional information needed for the letter.
- Do not just lift sections of the instructions below. The information in the box below is the background—it is not what you are supposed to just repeat back to me.
- Do NOT overdo the counter proposal or silver lining . Anyone could write a refusal message if he/she could pretty much give the customer the item, repair, or whatever the customer wanted.
- Create your block-format letter (as outlined in my Tegrity lecture “How to Format a Block Letter or Memo for this Class”) based on the information in this unit.
- Part of your grade will come from your assignment being correctly formatted as a block letter—so you must watch and follow the instructions in my brief Tegrity lecture “How to Format a Block Letter for this class.”
- Do not put your letter in the box below. Use a fresh, new page.
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