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5. Send an email rejecting an idea for online ordering.
Students may write short emails in response to this suggestion, which doesn’t display much
6. Write a memo rejecting an idea to shorten wait lines.
The goal in writing this bad-news memo is to retain the employee’s enthusiasm and goodwill,
while explaining why the company is rejecting the employee’s idea. Students should use the
indirect organizational plan, starting with a neutrally worded subject line and a supportive buffer
to provide a smooth transition to the reason for the rejection. Students should have a credible
rationale for rejecting an idea and prepare a positive closing.
Below is one possible response.
To: Matt Lerner
From: Kate Adie
Subject: Feedback on Wait Time Suggestion
One of our strategic goals this year is to reduce waiting times for our popular rides. This is why
we’ve asked our employees to submit their ideas for ways to improve our current system.
Thanks for participating in our quest for a shorter wait time.
7. Write a blog post to reject an idea on behalf of Starbucks.
Students’ responses should be in the form of a blog post. The suggestions have varying levels of
8. Write an email refusing an employee’s request.
Students should write this email keeping in mind how Robert will respond. They should help
Robert understand how to improve his work but avoid making him defensive. Show “Robert’s
Perspective” to give students the other side of the story:
You love working for this company! Your manager has encouraged your ideas, and you feel like
you can make suggestions that will be approved, unlike at your former company.
You’re excited about getting an iPad for client presentations. You had one at your former
company, and you know you can close more deals with it. Also, four prospects so far have asked
An indirect plan would be least offensive and would provide time to explain the response.
Students’ responses should maintain a positive tone and include Robert’s strong qualities to
maintain goodwill.
To: Robert Marshall
From: Naomi Simmons
Subject: Re: iPad
Robert,
I’m glad that you’re planning well in advance for the Pepsi meeting. This is an important client
for us, and we need to be as prepared as possible.
The following note applies to Exercises 9 – 11, refusing a favor.
Exercises 9 – 11 are circumstances where students must refuse a favor. Most requests for favors
are routine, and a routine request should receive a routine written response following the direct
9. Write a letter to refuse a favor for a colleague’s son.
The letter should clearly communicate that the firm does not have the means to support an
Kolor Kosmetics
55 Commerce Road
Biloxi, MS 39531
(601) 555-4600
April 30, 2015
Dr. Andrea T. Mazzi
3930 Lyman Turnpike
Biloxi, MS 39530
Dear Dr. Mazzi:
Manufacturing is an important part of our local economy, so we are delighted
that your son wants to pursue a manufacturing career. Kolor Kosmetics is
proud of the manufacturing systems our specialists have developed, and we
frequently host tours of our state-of-the-art facility for local college students
interested in production technology.
10. Write an email denying a request for a salary advance.
This email needs to have a combination of both praise and reasoning for the response. Students
11. Write an email rejecting an exception.
Students should explain that it would be unfair to allow one employee to bring an extra child to
12. Write an email to turn down an invitation.
Students should thank Barbara for the invitation, explain why they can’t make the dinner date,
and offer another time to get together. This can be short. Below is one possible response.
To: bsorrels@sorrelsconsulting.org
From: Liana Toner
Subject: Re: Dinner Invitation
The following note applies to Exercises 13 – 15, refusing a customer request.
Exercises 13 – 15 require a letter or email refusing a customer request. The indirect plan is
almost always used when refusing a customer request because the reader is emotionally
involved in the situation. If you refuse the request immediately, you risk losing the customer’s
13. Write a letter refusing a customer’s request for reimbursement.
14. Write an email refusing a customer’s request for a refund.
15. Write an email refusing a customer’s request to waive a fee.
In the email, students should explain the company policy and why it is in place. Don’t accuse the
customer of past decisions to not pay fees, but explain the fee schedule for overdrafts. Suggest
ways for the customer to avoid having to pay the fees in the future.
The following note applies to Exercises 16 – 23, bad-news announcements.
Bad-news announcements may be about normal operations, the organization, or jobs. These
types of bad-news announcements should be written differently.
If the organization is experiencing serious problems, employees, customers, and other audiences
should hear the news from management—not from newspaper accounts or rumors. Where the
problem is extremely serious, the company’s public relations department probably will issue a
news release. The tone of the letter should be appropriate so that individual sentences cannot
be misinterpreted if they are lifted out of context: students should choose their words with care
and be positive.
16. Write a memo announcing employee layoffs.
The audience of this memo is all 7,500 current employees. Only some of these employees will be
affected by the sale of AccountSoft, so a direct organizational plan can be effective. Students
17. Write an email to tell employees about a product recall.
This product recall will not negatively impact the employees, so the direct plan, with main points
18. Write a memo announcing no bonus.
An indirect method is appropriate for this memo. An overly positive tone would be inappropriate
(emphasizing the employees’ productivity, for example), but the message should thank
employees for their hard work and buffer the bad news that there will be no holiday bonus. One
version of the memo follows:
To: Muscles Galore Employees
From: Colin Mari, Plant Manager
Subject: End-of-Year Summary
Thank you for all your hard work this year. Because of your efforts, we have been able to meet or
exceed all production quotas, and your efforts are greatly appreciated.
19. Write a letter announcing a decision not to renew a lease.
The customer will be directly affected and may not be expecting this bad news; therefore,
students should use the indirect organizational plan. Following is one version of the letter.
Northern Shopping Plaza
Brook Parkway North
Cranbrook, BC V1C 2Z3
March 1, 2015
Mr. Henry D. Curtis, Manager
T-Shirts Plus
Northern Plaza
Brook Parkway North
Cranbrook, BC V1C 2Z3
Dear Mr. Curtis:
To keep the cost of mall services within reach of all of our tenants, we have been carefully
evaluating any situation that might cause a significant increase in insurance or other rates. As a
result of this evaluation, we are offering lease renewals only to retailers who follow fire laws and
20. Write a letter about no longer volunteering.
Because the shelter is not expecting this news, an indirect method is appropriate. Students may
open by complimenting DeMarco on the work his shelter does for the homeless and needy in the
KITCO INC.
4580 North Wellsborough Drive
Baton Rouge, LA 34590
(902) 546-0900
September 15, 2015
Pastor Sullivan DeMarco
St. Bendict Parrish
1245 Edgewater Street
Baton Rouge, LA 34590
Dear Pastor DeMarco:
You have been an inspiration to my employees and me. Keep up the great work, and best wishes
in your efforts to care for the needy.
Sincerely,
21. Write an email about a party cancellation.
Employees will be negatively affected by this decision, so students should use the indirect
organizational plan. Look for a neutral, relevant, interesting buffer statement. Emails should
To: All Employees of Rockabilly Enterprises
From: Paul Carter
Date: November 2, 2015
Subject: Holiday Party
Dear Employees,
In light of the recent round of layoffs, the money that is usually spent on a holiday party can
better be used to pay other expenses, and thus avoid the possibility of additional layoffs. During
this holiday season, when we review the accomplishments and disappointments of the past year
and look forward to the opportunities of the new year ahead, we will forgo the traditional party.
22. Write a product recall letter.
The direct organizational plan is best for product recall letters, particularly when the product may
Betsy Ross Sewing Machine Company
168 West 17th Avenue Columbus, OH 43210
(800) 555-9821
March 18, 2013
Ms. Millard Jones
1298 West Dover Street
Chicago, IL 60652
The enclosed brochure lists the locations of all of our authorized dealers. If you do not have an
authorized dealer in your area, you may ship the machine prepaid to Betsy Ross Sewing Machine
Company, 168 West 17th Avenue, Columbus, OH 43210. Please call us at 800-555-9821 if you
have any questions at all.
