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Negative Message Writing Assignment

This document provides instructions for Assignment #1 for the course Writing 2111F/G. The assignment requires students to write an email to their supervisor Jason Abbott, along with an attached letter to a customer Mr. Morley. In the letter, the student must deny Mr. Morley's warranty claim for a faulty shelving unit, while still maintaining goodwill and encouraging future purchases. The email must explain the changes made to Jason's original draft letter. The letter cannot offer discounts or tangible benefits to promote goodwill, as the warranty does not apply to the excessive load that caused the shelving unit failure. The assignment is worth 20% and is due by Week 5.

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35 views1 page

Negative Message Writing Assignment

This document provides instructions for Assignment #1 for the course Writing 2111F/G. The assignment requires students to write an email to their supervisor Jason Abbott, along with an attached letter to a customer Mr. Morley. In the letter, the student must deny Mr. Morley's warranty claim for a faulty shelving unit, while still maintaining goodwill and encouraging future purchases. The email must explain the changes made to Jason's original draft letter. The letter cannot offer discounts or tangible benefits to promote goodwill, as the warranty does not apply to the excessive load that caused the shelving unit failure. The assignment is worth 20% and is due by Week 5.

Uploaded by

wendymjw429
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Writing 2111F/G

Assignment #1
Assignment Value: 20%
Due: 11:55pm, Sunday, Week 5

Email and Letter: Negative Messages with Positive Emphasis

Background
You are the Customer Service Director at Canadian Office Supply, a large office-supply company
based in Toronto. You have recently been involved in the hiring of a new post-secondary
graduate named Jason Abbott. You are Jason’s immediate supervisor, and you communicate
with him daily, even though you work in different offices. Jason has just written a draft letter to
a customer who is unhappy with a shelving unit he recently bought. The draft letter is in the
textbook (Rentz, Lentz, and Campagna, “Problem-Solving Challenge,” p. 168).

Assignment
Write the letter to Mr. Morley. In the letter, you will deny the customer’s warranty claim yet
attempt to preserve goodwill and encourage the customer to continue to buy from your
company. You will send your letter to Jason as an attachment to an email that explains to Jason
what your changes are and why you had to make them. This assignment, therefore, has two
parts!

While you may invent some details about your company for the letter to Mr. Morley, these
basic facts cannot change: Canadian Office Supply will not replace the shelving unit that failed
under excessive load (the warranty does not apply), and you cannot invent tangible benefits to
promote goodwill (no discounts on a subsequent purchase or anything like that).

Resources
Rentz, Lentz, and Campagna, especially Chapters 2 (letters/emails), 6 (positive relationships),
and 9 (bad-news messages); lecture notes up to and including Unit 5

Primary Audience for Assignment #1


Mr. Morley (for the letter); Jason Abbott (for the email)

Assignment Format
Email to Jason Abbott with an attached formal letter to Mr. Morley (one document; start the
letter on a new page). Submit as MSWord document (no PDFs).

Word Count
Up to 750 words total (for both documents)

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