CHAPTER 6
SOLUTIONS
Positive and Neutral Messages
Critical Thinking Discussion Guide
11. As you have seen in this chapter, some businesses seek to protect themselves from
negative online reviews by slipping non-disparagement clauses into their terms of
service. Then, in some cases, they sue the authors of negative posts. Lawmakers
have taken note, and a new law might void such statements in small print. Is trying
to silence online reviewers fair, or are businesses within their rights to protect from
illegitimate, damaging complaints? (L.O. 2, 3)
Answers will vary. Some students might defend the right to write honest, authentic online
reviews on which so many consumer today depend to make a buying decision. Others may
12. Why is it smart to remain cool when making a claim, and how should one go about
it? (L.O. 3)
13. Why is it important to regain the trust of a customer in an adjustment message? How
can it be done? (L.O. 4)
14. Why should you respond when you receive a congratulatory note or some other
written pat on the back and how? (L.O. 5)
The simplest answer is perhaps that it’s the right thing to do by the standards of polite
society and a workplace that values decorum. But because students are learning the
15. Is it fair for creditors to continue reporting late payments after the payments have
been made? What do you think about experts’ suggestion that people with credit
blemishes write a sincere “goodwill” letter to creditors asking for compassion and
requesting that the records of their late payments be erased? (L.O. 5)
A person with an otherwise good credit history might be able to stop negative reporting
Radical Rewrites
6.1 Radical Rewrite: Information Request Letter—Workstation Security (L.O. 2)
Weaknesses
a. Uses outdated Dear Sir instead of addressing the receiver by name.
b. Fails to open directly with a summary of the main request.
Outline a Writing Plan for a Direct Request
• Opening: Ask the most important question first or express a polite command.
6.1 Radical Rewrite: Information Request Letter—Workstation Security (L.O. 2)
Revision
Current date
Mr. Kyle Gregory, Sales Manager
Micro Supplies and Software
830 North Meridian Street
Indianapolis, IN 46205
Dear Mr. Gregory:
Please provide information and recommendations regarding security equipment to prevent theft
of office computers and printers.
Our office now has 18 computer workstations and 12 printers that we must secure to desks or
counters. Answers to the following questions will help us select the best devices for our
purposes:
1. What device would you recommend to secure a workstation consisting of a computer,
monitor, and keyboard?
6.2 Radical Rewrite: Instruction E-Mail—Tips for Avoiding Hackers (L.O. 2)
Weaknesses
a. Suffers from a vague and imprecise subject line.
6.2 Radical Rewrite: Instruction E-Mail—Tips for Avoiding Hackers
Revision
To: Staff Members
From: G. B. Goldman <gbgoldman@firstfederalsavings.com>
Subject: New Procedures to Avoid Loss of Data Through Hacking
Staff Members:
Like other banks, we at First Federal fear that our employees will unwittingly expose valuable
information to hackers. Cybersecurity experts have advised that we can reduce some threats by
following these procedures:
• Avoid out-of-office messages. Please do not leave voice mail or e-mail messages
explaining when you will be away. Such messages alert hackers that your computer is not
being monitored.
6.3 Radical Rewrite: Adjustment Letter—Sagging Canvas Needs Restretching (L.O. 4)
Weaknesses
a. Fails to develop goodwill by opening with the good news.
b. Begins with an unnecessary, obvious statement (Your letter has been referred to me for
reply).
c. Uses negative language (you claim that, your complaint).
Revision
Current date
Ms. Sharon Nickels
2459 Drew Street
Clearwater, FL 33765
Dear Ms. Nickels:
We agree that your newly purchased painting for your executive offices should have arrived
without sags in the canvas, and we urge you to engage a local framing shop to restretch it.
When any Central Park Gallery painting is shipped, we encase it in three layers of protection:
Activities and Cases
6.4 Responding to Online Posts (L.O. 2, 3)
a. Box and Barrel responded within 16 hours with this post: Hi Dani! We’re so glad you like the
Pumpkin Yippee Pie mix but sorry that your local store is sold out. It looks as though many
b. The company responded very promptly: Hi Carrie, unfortunately you ordered an item that
c. Yes, the company did respond to this positive message to demonstrate that it is listening to
consumers and to reinforce the positive feelings of this devoted customer: That’s a great
d. Did Geico take this tempting opportunity and fire a cheap shot at the competition? No. The
e. Requests must be answered and preferably quickly. Monte Carlo Resort & Casino in Las
6.5 Direct Request: Seeking a Social Media Specialist (L.O. 2)
To: Doug Goodwin <doug.goodwin@mediaresources.com>
From: [Your name]
Subject: Searching for Advice and Information About Social Media Experts
Dear Mr. Goodwin:
You have been recommended by HomeCenter CEO John Brauburger as a trusted source of
information. I’m hoping you can help me learn more about social media experts, as my company
is considering hiring one.
• How could a social media specialist benefit HomeCenter?
• What salary range is appropriate for such a specialist?
• What qualifications would we seek in such a specialist?
• In what corporate areas do social media specialists usually work: corporate
communications, marketing, customer support, or some other area?
• How could we evaluate that person’s success on the job, once hired?
6.6 Direct Request: Puppies, Philanthropy, and PR (L.O. 2)
Current date
Ms. Clea Zayas
Southwestern Guide Dogs
500 Caja Del Rio Road
Santa Fe, NM 87507
Dear Ms. Zayas:
Please answer some questions regarding Southwestern Guide Dogs’ program for volunteers to
raise puppies for guide dog training.
My corporation is interested in extending its community outreach program, and we want to
explore the possibility of providing volunteers. We are excited about the possibility and have a
number of questions.
1. Does Southwestern Guide Dogs have any programs that encourage corporate sponsors to
provide volunteers?
2. If no programs are currently available, would Southwestern Guide Dogs be interested in
pursuing the possibility?
3. Do puppy raisers require any special training?
4. Do Southwestern Guide puppies require special food?
5. Can a person be gone during the day and still raise a Southwestern Guide puppy?
6. Who pays for a puppy’s food and other expenses?
6.7 Direct Request: Planning a Winter Retreat in Vail, Colorado (L.O. 2)
To: Kiersten Dunn <kdunn@fourseasonsresort-vail.com>
From: [Your name]
Subject: Requesting Information About Potential Conference and Facilities for 85 Guests
Dear Ms. Dunn:
Can Four Seasons Resort and Residences Vail provide 50 rooms accommodating about 85
guests for either December 16–20, 2019, or January 13–17, 2020?
My company will be hosting a four-day combination sales conference/vacation/retreat for 55 of
our marketing and media professionals and their partners and spouses. Please answer the
following questions about the Four Seasons, to help us determine whether this is a suitable
resort:
• What are the room rates? Is there any discount for groups or for corporate customers?
• Do you have two conference rooms available that would hold 25 people? We would need
these rooms for one and a half days. What are the sizes and cost of these rooms?
• Do the conference rooms have audiovisual and computer facilities as well as Internet
access?
6.8 Direct Response: Chesapeake Sail & Canvas Receives a Poor Customer Rating on
Yelp (L.O. 2)
Barry’s options are many, but not all are equally wise. He could respond on Yelp, which gives
businesses the opportunity to address poor reviews. He could write Angela an e-mail or call her.
What really happened was that Barry decided to call the customer. He left messages on both
To: angela.king@outlook.com
From: barry_gregg@chesapeake-sailcanvas.com
Subject: Your Recent Request for an Estimate
Dear Angela:
You have every right to be disappointed in our service, and I promise to give special attention to
your needs from this day forward. I have also left a voice mail message to tell you that I will
personally come to your boat and take the measurements for your marine canvas covers.
Barry Gregg | Owner | Chesapeake Sail & Canvas | Annapolis, MD 21401 | 410.491.4912
6.9 Direct Response: Interviewing at Marmont & Associates (L.O. 2)
Note: Memo guide words (Date, To, From, Subject) may appear in all caps or as upper- and
lowercase.
Date: Current
To: Carl Mekeel, CEO
From: [Your name]
Subject: Rescheduling Interviews for Environmental Architect/Designer
As you requested, I have rescheduled three candidates for the position of environmental
architect/designer. Here is a summary of the schedule with brief information about their
backgrounds:
Day, Time Candidate Background
March 28, 10 a.m. Jerry Rodriguez Owner, Green Building Consulting
10 years’ experience with energy efficiency,
sustainable materials, domes, and earth-friendly
design
6.10 Instruction Message: E-Mail Inviting Down-Editing Needs Revision (L.O. 2)
To: New Team Members
From: [Your name]
Subject: Instructions for Moving to Your New Location
The office move to your new location will take place on either November 8 or November 15. The
movers will arrive between 4 p.m. and midnight. Your responses to the following questions and
completion of the tasks involved will help ensure that your things arrive safely and are where
you want them.
Please answer the following questions:
• Because move requests for your personal items will be arranged on 11/8 or 11/15 (Fridays),
which of those days is better for you?
Please complete the following tasks:
• Use foam pads to box up fragile and valuable items: IT plaques, glass, or anniversary glass
sculptures. Glass replacements are expensive, and the cost center is responsible for
6.11 Instruction Message: How to Copy Pictures and Text From PDF Documents (L.O. 2)
Date: Current
To: All Marketing Employees
From: Jenny Zhang
Subject: How to Copy Images and Text From PDF Documents
After requests from several of you, I’m sending instructions detailing how to copy images and
text passages from PDF documents. Copying content from portable document format (PDF)
files is easy and convenient for those of us working on our yearly catalog.
The process works as follows in the open PDF document:
1. Select the Edit pull-down menu.
2. Click Take a Snapshot to activate the copying tool. (It is identified by a camera icon.)
Of course, you can paste the images and text into Word, PowerPoint, and Excel. If you wish to
6.12 Direct Claim: A Not-So-Smart TV (L.O. 3)
To: Christopher Sanchez <csanchez@digitaldepot.mail.com>
From: Your name <e-mail address>
Subject: Requesting Price Adjustment on a New Samsung HDTV
Dear Mr. Sanchez:
After purchasing two faulty Insignia Ultra HD TVs (Model NS-50DR710) from your store, I
believe you should sell me a similar-sized set for a price close to that of the Insignia TV.
6.13 Direct Claim: Door Fell Short! (L.O. 3)
Current date
Mr. Bryan Mumm
Operations Manager
American Wood Products
4230 North Superior Street
Lincoln, NE 68521
Dear Mr. Mumm:
6.14 Direct Claim: Asking Customer Service to Fix Snafu (L.O. 3)
Current date
Ms. Alicia Stevenson
Customer Service Department
Avery Dennison Office Products
Diamond Bar, CA 91765
Dear Ms. Stevenson:
Please send me a new box of laser labels or refund three quarters of the purchase price for a
box of labels that will not work in my printer.
6.15 Adjustment: Responding to TV Claim (L.O. 4)
To: Thomas Heffernan <theffernan@gmail.com>
From: Your name <e-mail address>
Subject: Granting Price Adjustment on a Samsung HD TV With Two Options
Cc: Herbert Greene <hgreene@digitaldepot.com>
Dear Mr. Heffernan:
Yes, you may purchase a Samsung TV at a special price that’s relatively close to what you paid
for the Insignia TV, although the Samsung models—whether the newest 4K Ultra HD TV or
6.16 Adjustment: Responding to Door Claim (L.O. 4)
Current date
Ms. Sue Ewerth
New Century Interiors
4808 W Victoria Street
Chicago, IL 60646
Dear Ms. Ewerth:
Subject: Our Check for $940.50 Requested in Your June 20 Letter
The enclosed check for $940.50 tells you that American Wood Products takes pride not only in
its quality doors but also in its commitment to customer service.
6.17 Goodwill Message: U.S. President’s Statement on Fidel Castro’s Death (L.O. 5)
No one probably envied the president’s duty to offer condolences following the death of a
totalitarian leader who has been a thorn in the side of the United States for six decades.
However, such are the rules of diplomacy that even controversial heads of state are
acknowledged in death. Note that Obama’s message is called a statement, not a message of
6.18 Goodwill Message: Extending Sympathy to a Spouse (L.O. 5)
851 Park Street
Fairfield, CT 06825
Current date
Dear Grace,
Your many friends and I here at RelayCom were deeply saddened to learn of the death of your
husband Ken.
6.19 Goodwill Message: Thank You for a Glowing Letter of Recommendation (L.O. 5)
6745 West Axel Drive
Kansas City, KS 41126
Current date
Dr. Thomas Hirsch
School of Business
Mt. Carmel College
P.O. Box 410
Carmel, IN 46952
Dear Dr. Hirsch:
6.20 Goodwill Message: Responding to Good Wishes by Saying Thank You (L.O. 5)
Current date
Dear Brad:
I appreciated very much receiving your good wishes at the time of my graduation. It made me
feel good to know that you cared enough to write.
Cordially,
Communication Workshop: Ethics
Choosing Tools for Doing the Right Thing
Solutions will vary, but here are a few potential outcomes of an ethics debate:
Recruiting: Most people would probably agree that lying to potential job candidates would be
wrong, as lying in general is unethical, even illegal or criminal at times. The recruiter finds
himself or herself in an unenviable position and might be demoralized too. Who would in good
Training program: Although the desire to visit Hawaii on the company’s dime may be tempting
to some, this junket isn’t free. It’s contingent on providing something in return, i.e. the employer
Thievery: Generally speaking, the employer has the right to fire someone who is shown to have
a proven serious irregularity or “inconsistency” in his or her record. The action may depend on
Downsizing: This action seems shady. It’s best to own up to the realities of rising commodity
prices and other factors affecting price. Selling product in smaller packages is not illegal.
Businesses frequently change packaging and may distribute various package sizes to different