Accounting Question

Most businesses want to know when something is wrong with their products or services so they can correct the matter and satisfy their customers. Many times the easiest and quickest way for you to address these claims is simply to contact the company directly to settle the matter. As a recipient of a direct claim message you will want to retain your customer and promote goodwill when it makes sense to do so. Because your reader is expecting you will willingly grant their request, a you will begin with that good news, explain what you will do to resolve the issue, and end with a goodwill closing and when possible, offer an extra. Step 1: Begin your planning by first preparing the Audience Analysis Worksheet attachment for the scenario above below – Save the completed form using the following format: Lastname-Firstname-5.7(c)-Audience Analysis. Step 2: Next, plan your communication strategy using the Problem-Solving Approach Blank Worksheet attachment – save the completed form using the following format: Lastname-Firstname-5.7(c)-Planning Worksheet. Step 3: Next, use the information from your Audience Analysis Worksheet and Planning Using the Problem-Solving Approach worksheets to complete the Positive Message Outline worksheet. Save the completed form using the following format: Lastname-Firstname-5.7(c)-Positive Message Outline Worksheet. Step 4: Write the message to using the information from the Positive Message Outline worksheet for a Favorable Response to a Direct Claim (using the appropriate document format/open/body/close) and appropriate writing style. Save the message file using the following format: Lastname-Firstname-5.7(c)–Favorable Response (For example: Carcioppolo-Joann-5.7(c)-Favorable Response). Dear Ms. Miller: Your May 3 letter in which you claim that the Dell Inspiron 2500 laptop was received in damaged condition has been carefully considered. We inspect all our machines carefully before packing them, and we pack them carefully in strong boxes with Styrofoam supports that hold them snugly. Thus we cannot understand how the damage could have occurred. Even so, we stand behind our product and will replace any that are damaged. However, we must ask that first you send us the defective one so we can inspect it. After your claim of damage has been verified, we will send you a new one.
We regret any inconvenience this situation may have caused you and assure you that problems like this rarely occur in our shipping department. Scott Hildebrant Second assigement Someone has asked you for something, and you must refuse—a very common business situation. Such messages are almost always negative, although they vary in degree of negativity. Usually in such messages you have two goals: Before you write anything, you should think through the situation and work out a strategy—that is, how you will explain or justify your decision. Step 1: Begin your planning by first preparing the Audience Analysis Worksheet attachment for the scenario below – Save the completed form using the following format: Lastname-Firstname-9.4-Audience Analysis. Step 2: Next, plan your communication strategy using the Problem-Solving Approach Blank Worksheet attachment – save the completed form using the following format: Lastname-Firstname-9.4 Planning Worksheet. Step 3: Next, use the information from your Audience Analysis Worksheet and Planning Using the Problem-Solving Approach worksheets to complete the Negative Message Outline worksheet. Save the completed form using the following format: Lastname-Firstname-9.4 Negative Message Outline Worksheet. Step 4: Write the message to using the information from the Negative Message Outline worksheet for a Bad News-Refused Request Claim (using the appropriate document format/open/body/close) and appropriate writing style. Save the message file using the following format: Lastname-Firstname-9.4 Negative Response (For example: Carcioppolo-Joann-9.4-Negative Response). This is the communication necessary in conducting the company’s business. The suggestions for writing these messages are much the same as for those types previously discussed. The need for clarity, correctness, and courtesy should guide these efforts. To write this message, writers should do the following: Write the message to meet the indirect-order message plan for a Refused Request message (appropriate document format/open/body/close) and appropriate writing style Ashley Arnett, a hard-working bank teller, has sent a request asking that the company create a program to reimburse the tuition and book expenses for employees taking college courses. Although some companies have such a program, First Federal has not felt that it could indulge in such an expensive employee perk. Moreover, the Chief Executive Officer is not convinced that companies see any direct benefit from such a program. Employees improve their educational credentials and skills, but what is to keep them from moving that education and skill set to another employer? First Federal has over 200 employees. If even a fraction of them started classes, the company could see a huge bill for the cost of tuition and books. Because the bank is facing stiff competition and its profits are sinking, the expense of such a program is out of the question. In addition, it would involve administration–applications, monitoring, and record-keeping. It’s just too much of a hassle. When employees were hard to hire and retain, companies had to offer employment perks. But with a soft economy, such incentives are unnecessary. As director of Human Resources, send an individual response to Ashley Arnett. The answer is a definite no, but you want to soften the blow and retain the loyalty of this conscientious employee. Requirements: n/a to refuse, and to maintain goodwill. Beginning with a strategic buffer – NOT THE BAD NEWS. Planning Your Communication Strategy Using the Audience Analysis, Problem-Solving Approach, and Negative Message Outline Worksheets Writing your message for effective, positive communication using the indirect order. Organize using the indirect order and the message plan(s) for a refused request message Use a strategic buffer that is neutral and/or positive Present the bad news positively Choose the appropriate tone (casual, moderately formal, or formal) Be clear and courteous Order the information logically Offer an alternative solution Close in a way that is positive and builds goodwill Upload your documents using the instructions on the Canvas Student Guide-How do I submit an online assignment? Submit all four documents: (1) Planning the Message Worksheet, (2) Audience Analysis Worksheet, and (3) Negative Message Outline Worksheet, and (4) your Negative Response to a Request Message document as four separate files for grading. to refuse, and
to maintain goodwill. Beginning with a strategic buffer – NOT THE BAD NEWS.
Planning Your Communication Strategy Using the Audience Analysis, Problem-Solving Approach, and Negative Message Outline Worksheets
Writing your message for effective, positive communication using the indirect order. Upload your documents using the instructions on the Canvas Student Guide-How do I submit an online assignment?
Submit all four documents: (1) Planning the Message Worksheet, (2) Audience Analysis Worksheet, and (3) Negative Message Outline Worksheet, and (4) your Negative Response to a Request Message document as four separate files for grading.