Please do not plagiarize Introduction: This discussion gives you the opportunity to apply the guidelines for negative messages to help prepare you to produce your own negative message in your major assignment for this unit. Directions: Review the scenario below. Choose 1 of the 3 messages to evaluate in a 250-word post. Use the checklist for negative messages to help you evaluate the message. Answer the following: -What do you think the writer has done well?- What could be improved and how?-Make sure to refer to and/or cite specific language from the message you are evaluating to help support the points you make about it. Thank you in advance.
unit_3_discusion_scenario.docx
unit_3_checklist.docx
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Please do not plagiarize
Introduction:
This discussion gives you the opportunity to apply the guidelines for negative messages to help prepare you to produce
your own negative message in your major assignment for this unit.
Directions:
Review the scenario below. Choose 1 of the 3 messages to evaluate in a 250-word post. Use the checklist for negative
messages to help you evaluate the message.
Answer the following:
–
What do you think the writer has done well?
What could be improved and how?
Make sure to refer to and/or cite specific language from the message you are evaluating to help support the points
you make about it.
Scenario
10.3 Letters for Discussion—Credit Refusal
As director of customer service at C’est Bon, an upscale furniture store, you manage the store’s credit. Today you are
going to reject an application from Frank Steele. Although his income is fairly high, his last two payments on his college
loans were late, and he has three bank credit cards, all charged to the upper limit, on which he’s made just the minimum
payment for the past three months. The following letters are possible approaches to giving him the news. How well does
each message meet the criteria in the checklist for negative messages?
Message 1. Dear Mr. Steele: Your request to have a C’est Bon charge account shows that you are a discriminating
shopper. C’est Bon sells the finest merchandise available. Although your income is acceptable, records indicate that you
carry the maximum allowable balances on three bank credit cards. Moreover, two recent payments on your student
loans have not been made in a timely fashion. If you were given a C’est Bon charge account, and if you charged a large
amount on it, you might have difficulty paying the bill, particularly if you had other unforeseen expenses (car repair,
moving, medical emergency) or if your income dropped suddenly. If you were unable to repay, with your other debt you
would be in serious difficulty. We would not want you to be in such a situation, nor would you yourself desire it.
Please reapply in six months.
Sincerely,
Message 2. Dear Frank: No, you can’t have a C’est Bon credit card—at least not right now. Get your financial house in
order and try again.
Fortunately for you, there’s an alternative. Put what you want on layaway. The furniture you want will be held for you,
and paying a bit each week or month will be good self-discipline.
Enjoy your C’est Bon furniture!
Sincerely,
Message 3. Dear Mr. Steele:
Over the years, we’ve found that the best credit risks are people who pay their bills promptly. Since two of your student
loan payments have been late, we won’t extend store credit to you right now. Come back with a record of six months of
on-time payments of all bills, and you’ll get a different answer.
You might like to put the furniture you want on layaway. A $50 deposit holds any item you want. You have six months
to pay, and you save interest charges.
You might also want to take advantage of one of our Saturday Seminars. On the first Saturday of each month at 11 AM,
our associates explain one topic related to furniture and interior decorating. Upcoming topics are
How to Wallpaper a Room
February 5
Drapery Options
March 6
Persian Carpets
April 1
Sincerely,
Checklist
Is the subject line appropriate?
Is the organization and content appropriate for the audience?
If a buffer is used, does it avoid suggesting either a positive or a negative response?
Is the reason, if it is given, presented before the refusal?
Is the reason watertight, with no loopholes? Is the negative information clear?
Is an alternative given if a good one is available?
Does the message provide all the information needed to act on the alternative but leave the choice up
to the audience?
Does the last paragraph avoid repeating the negative information?
Is tone acceptable—not defensive, but not cold, preachy, or arrogant either?
Originality in a negative message may come from:
An effective buffer, if one is appropriate.
A clear, complete statement of the reason for the refusal.
A good alternative, clearly presented, which shows that you’re thinking about what the audience really
needs.
Adding details that show you’re thinking about a specific organization and the specific people in that
organization.
…
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