CRITICAL THINKING CASE TUTORIALs for web tutor, EBC, 9e, CHAPTER 7
Chapter 7
Case Study 1
As manager of the Century Park Hotel, you must write a letter to a guest who has complained that he should not have to pay a $150 charge for smoking in his hotel room. He is asking that the Century Park Hotel remove the $150 charge from his credit card. Read Activity 7.8 on page 204 of your textbook. Then answer the following questions that will help you organize your message. Type your responses and click the “Answer” button to compare your responses with our suggestions.
After answering these questions, compose the complete letter using your word processor, and send it to your instructor as an attachment to an e-mail message.
1. Is the letter you will be writing considered a bad-news message? If so, what is the general plan for its organization?
Answer: Yes, this is a bad-news message, specifically a claim refusal. It should follow this plan:
· Buffer Start with a neutral but meaningful statement that does not mention the bad news.
· Reasons Explain the causes of the bad news before discussing it. Show the matter was taken seriously.
· Bad News Reveal the bad news without emphasizing it. Provide an alternative or compromise, if possible.
· Closing End with a warm, forward-looking statement that might mention
good wishes, gifts, or a sales promotion. Avoid referring to the bad news.
2. What is the main idea in your letter?
Answer: The main idea is you must refuse the guest’s request. You must do so, however, while retaining the guest’s goodwill.
3. Multiple Choice: How should you begin your letter?
a. Thank the guest for his original letter.
b. State the refusal immediately so the guest does not overlook it.
c. Mention you will be sending the customer a coupon for one free night in your hotel.
d. Start with a neutral statement such as a compliment, appreciation, agreement, facts, understanding, or an apology.
Answer: Because this is an indirect message, you should begin the letter with a buffer. A buffer is a neutral statement that introduces the message and encourages the reader to continue reading. Examples include a compliment, appreciation, agreement, facts, understanding, or an apology.
4. What is more important in your letter, the refusal or the reasons for the refusal?
Answer: The section that explains why the refusal is necessary is the most important part of a bad-news letter. The reasons should, therefore, be placed before the refusal.
5. Multiple Choice: In the body of the letter, you should
a. explain why the guest’s request must be refused.
b. state the refusal.
c. include all of the above.
Answer: The body of the letter should include all items listed. This can be done concisely in one paragraph.
6. What reason(s) will you give for the refusal?
Answer: The main reason for the refusal is that the Century Park Hotel has worked hard to provide enhanced value and improved product quality to its guests. An important part of this effort has involved refurbishing its rooms, and the nonsmoking policy is essential to keeping the new rooms attractive and comfortable for all guests.
7. What techniques can you use to cushion the bad news?
Answer: You can position the bad news between other sentences instead of having it begin or end a paragraph. You can also place the bad news in a subordinate clause. Using the passive voice works well to depersonalize the bad news. Finally, you can accentuate the positive or imply the refusal.
8. Multiple Choice: In the closing of this letter, you should
a. show appreciation for the guest’s patronage.
b. tell the guest he will be receiving a coupon for a free one-night stay at the hotel.
c. state you anticipate future relations or business.
d. include all of the above.
Answer: This letter should include all listed items in the closing. You can do so concisely in one paragraph. Place particular emphasis on the coupon as it encourages continued business with your hotel, thus giving your hotel a chance to redeem its image with the guest.
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Now compose the entire letter using your word processor, and send it to your instructor as an attachment to an e-mail message.
Case Study 2
As director of Human Resources for Middleton Bank, you have been asked by one of your tellers for the bank to create a program to reimburse the tuition and book expenses for employees taking college courses. For many reasons you have decided to deny this request. Read Activity 7.15 on pages 206-207 of your textbook. Then answer the following questions that will help you organize your message. Type your responses and click the “Answer” button to compare your responses with our suggestions.
After answering these questions, compose the complete message and send it to your instructor.
1. Is the e-mail message you will be writing considered a bad-news message? If so, what is the general plan for its organization?
Answer: Yes, this is a bad-news message, specifically an employee bad-news message. It should follow this plan:
· Buffer Open with a neutral or positive statement that transitions to the reasons for the bad news. Consider mentioning the best news, a compliment, appreciation, agreement, or solid facts. Show understanding.
· Reasons Explain the logic behind the bad news. Provide a rational explanation using positive words and displaying empathy. If possible, mention reader benefits.
· Bad News Position the bad news so it doesn’t stand out. Be positive but don’t sugarcoat the bad news. Use objective language.
· Closing Provide information about an alternative, if one exists. If appropriate, describe what will happen next. Look forward positively.
2. What is the main idea in your message?
Answer: The main idea is you must refuse the employee's request. You must do so, however, while maintaining employee morale.
3. Multiple Choice: How should you begin your message?
a. Start with a neutral statement such as a compliment, appreciation, agreement, facts, understanding, or an apology.
b. State the refusal immediately so the employee does not overlook it.
c. Emphasize that this was a company decision, not your personal decision.
Answer: Because this is an indirect message, you should begin the letter with a buffer. A buffer is a neutral statement on which both the reader and writer can agree. Examples include a compliment, appreciation, agreement, facts, understanding, or an apology.
4. What is more important in your message, the refusal or the reasons for the refusal?
Answer: The section that explains why the refusal is necessary is the most important part of a bad-news message. The reasons should, therefore, be placed before the refusal.
5. Multiple Choice: In the body of the message, you should
a. explain why the employee's request must be refused.
b. state the refusal.
c. include all of the above.
Answer: The body of the e-mail message should include all items listed. This can be done concisely in one paragraph.
6. What reason(s) will you give for the refusal?
Answer: You must refuse the request because the bank cannot afford a tuition-reimbursement program. The bank is currently facing stiff competition and its profits are sinking. The expense of the program, as well as the time and cost to administer it, would be impossible for the bank to incur at this time.
7. What techniques can you use to cushion the bad news?
Answer: You can cushion the bad news several ways. For instance, position the bad news strategically between other sentences instead of having it begin or end a sentence; you can also position the bad news in a subordinate clause. Another technique involves using the passive voice to depersonalize bad news. You can also cushion your bad news by implying the refusal and by suggesting alternatives or compromises. Be certain, however, when implying refusal that your reader will understand the request has been refused.
8. Multiple Choice: In the closing of this message, you could
a. show appreciation for the employee's hard work and conscientiousness.
b. remind the employee of the other benefits the bank currently offers to its employees.
c. include something forward looking about the possibility of employee training and education in the future.
d. include all of the above.
Answer: This e-mail message could include all items listed in the closing. You can do so concisely in one paragraph. Most importantly, remain positive and upbeat in the closing.
Now compose the entire e-mail message and send it to your instructor.
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