Compose an electronic effective bad news message(email)for one of your employees, mentioning that he /she will not get promotion this year. Please consider all the bad news guidelines as well as the principles for writing effective emails , while composing the message. (5 Marks)
- Suppose you bought a new mobile phone from XYZ Ltd Company. The phone is not functioning properly. Write a claim letter to a company asking them to compensate you for the defective mobile phone. (2.5 Marks)
- Now, assuming you are the claims supervisor in XYZ Ltd company, what communication channel would you choose and why? (2.5 Marks).
Full Answer Section
Sincerely, [Your Name] [Your Title] [Company Name]
2. Claim Letter to XYZ Ltd Company
Subject: Defective Mobile Phone - Claim for Compensation
Dear [Customer Service Department],
I am writing to express my extreme disappointment with the recent purchase of a [Phone Model] from your company. Despite the high expectations associated with your brand, the device has unfortunately proven to be defective.
[Clearly describe the specific defects or malfunctions experienced with the phone.]
Due to these issues, the phone has been rendered unusable, causing significant inconvenience. I kindly request that you take immediate action to rectify this situation. I believe that a fair resolution would be to either replace the defective phone with a fully functional one or provide a full refund.
I have attached a copy of my purchase receipt for your reference. I look forward to a prompt and satisfactory resolution to this matter.
Thank you for your immediate attention to this issue.
Sincerely, [Your Name] [Your Contact Information]
3. Communication Channel for Claim Resolution
As the Claims Supervisor at XYZ Ltd., I would opt for a combination of email and phone communication to address the customer's claim.
Email:
- Initial Contact: An initial email can be sent to acknowledge the claim, provide a reference number, and outline the next steps.
- Document Sharing: Any necessary documents, such as proof of purchase or repair records, can be easily shared via email.
- Written Record: Email provides a written record of the communication, which can be helpful for future reference and dispute resolution.
Phone Call:
- Personalized Interaction: A phone call allows for more personalized and empathetic communication with the customer.
- Quick Resolution: Urgent issues or complex situations can be addressed more efficiently through a phone call.
- Active Listening: Phone calls enable active listening, allowing the customer to express their concerns and frustrations.
By combining these channels, we can ensure efficient communication, timely resolution, and a positive customer experience.
Sample Answer
1. Bad News Email to Employee
Subject: Performance Review and Career Development
Dear [Employee's Name],
I hope this email finds you well.
I wanted to discuss the results of your recent performance review. While I appreciate your hard work and dedication, after careful consideration, we’ve determined that a promotion at this time is not feasible.
[Provide specific, constructive feedback on the employee’s performance, focusing on areas where improvement is needed.]
I understand that this news may be disappointing, and I want to assure you that we value your contributions to the team. We believe that with focused effort and development in [specific areas], you will be well-positioned for future opportunities.
I encourage you to schedule a meeting with me to discuss your career goals and explore potential development plans. We are committed to your professional growth and success.
Thank you for your understanding.