Professional Negative message response

I have to write two professional negative or (bad news) email for two given scenarios in Professional Communication course. 

To begin with, read the scenarios and respond with apropriate format to each one separately.  ( 1 page each)

Requirement; 

Create a PAIBOC criteria for each situation  

Write an email with an appropriate Subject Line for each situation

Use direct or indirect approach as necessary.

Five point approach (subject, salutation, opening, body, closing)  

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TIPS:

when writing a refusal:

Clear and convincing reason for the refusal (should be before the refusal itself)

Don’t hide behind “company policy”; be authentic and reasonable

Implied rather than directly stated

Implication must be clear

Refer to a good alternatives or compromises

Maintain goodwill as well as positive business relationship

The structure of delivering bad news

1) Buffer (acknowledgment)

• 2) Reason or Explanation (EX, our lives are impacted) 

3) Give negative message once (Ex, limited number of customers; reducing hours)

• 4) Compromise or alternative
• 5) Positive closing (Ex, safe feeling)

______________________________________________________________

• TIPS:
• How to use and create PAIBOC criteria?

a.PAIBOC (Purpose/ Audience/ Information/ Benefit/ Objection/ Context)

b.Purpose……… What is the purpose of communicating?

• c.Audience……. Who is your audience?

d.Information…… What information must your message include?

e.Benefit………… What benefit will the audience get?

f.Objection……. What objection can you expect from your audience

g.Context……… How will the context affect audience response?

What’s the Best Subject Line for a Negative Message?

-Only use negative subject lines if you think the reader might otherwise ignore the message.

-Consider a subject line that: 

-Focuses on solutions, not problems, or

-Includes the topic but not the negative action

______________________________________________________________

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                             Scenarios 

Instructions:

The two case studies will be used to evaluate your ability to understand your audience and purpose, as well as select the right approach. You will address a situation and a concise and appropriate response. Be sure to use the strategies we have discussed in class. You will be evaluated on your tone, content, format and writing skills. The rubric for the assignment follows the instructions. Please use this as a guideline.

First one:

Scenario 1: Restaurant Re-opening (10%)

You run a small restaurant in Toronto. Due to COVID19 closures, you have had to shut down in house dining at the restaurant and are only doing take out. You anticipate reopening with new regulations in phase 2.

 

Your Task:
Write a Facebook post in email format (include a subject line) that is clear and concise and MAX 200 words.
Your post should provide an update about what’s happening in your business now and how you are preparing to reopen when Public Health allows. This should be a positive pitch that persuades customers to choose your business while also providing them with important information. 

Use the PAIBOC questions to analyze the business communication situation. Remember, PAIBOC stands for Purpose, Audience, Information, Benefits, Objections and Context. 

Apply a PAIBOC analysis to this scenario.  

Draft a persuasive, direct and positive  Facebook post to your customers.

(1 PAGE ONLY)

______________________

Second one:

Scenario 2 – Claim Denial: Lost in Flight (10%) 

Air Transat has an unhappy customer. Genna Frymoyer-Morris flew from Montreal to Lisbon. The flight stopped briefly at the Ponta Delgada International Airport in the Azores, where she got off the plane for an hour. When she returned to her seat, her $500 prescription reading glasses were gone. She asked the flight attendant where the glasses were, and the attendant said they probably were thrown away since the cleaning crew had come while she was away.

Ms. Frymoyer-Morris tried to locate the glasses through the airline’s lost-and-found service, but she failed. Then she wrote a strong letter to the airline demanding reimbursement for the loss. She felt that it was obvious that she was returning to her seat. The airline, however, knows that a large number of passengers arriving at hubs switch planes for their connecting flights. The airline does not know who is returning. What’s more, flight attendants usually announce that the plane is continuing to another city and that passengers who are returning should take their belongings. Cabin cleaning crews speed through planes removing newspapers, magazines, leftover foods, and trash. Airlines feel no responsibility for personal items left in cabins.

Your Task:

As a staff member of the customer relations department of Air Transat (Air Transat, Customer Relations Department, 300 Leo Pariseau, Suite 500, Montreal, Quebec, H2X 4C2), deny the customer’s claim but retain her goodwill using techniques learned in class. The airline never refunds cash, but it might consider travel vouchers for the value of the glasses.

Apply PAIBOC analysis to this scenario

Using an Indirect format, write a claim denial to Ms. Genna Frymoyer-Morris, 1805 Rue du Chemin, Mont Tremblant, QC, J8E 0A3. 

 Use the appropriate letter template format and techniques to persuade the reader and deliver negative news while leaving a positive impression.

• (1 PAGE ONLY)