complaint letter

i want someone to write A complaint letter with out using a negative message i have upload the instruction and the PP slide form class also, do not use the second person
complaint_scenerio_2014.doc

negative_message_full_presentation.pptx

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Complaint Letter Assignment:
You are to write a complaint letter to Mark Smith, President of Shiny Clean, to address the following fact
pattern.
–This paper should be 3/4ths of a page in length.
–It will be assessed on how well you use buffers and tactics learned in class to convey your message
clearly and effectively.
Mark Smith
404 Squeaky Lane
Baltimore, MD 21287
You have used Clean Up soap products for over five years, and you have never had a negative reaction
to any of them. Recently, you saw an advertisement on the television for a new Clean Upâ??s product,
â??The Exfoliator,â? a facial cleanser. The advertisement states that â??The Exfoliatorâ? is a hypoallergenic
formula that leaves you face clean and vibrant, eliminating blackheads and preventing acne.
After seeing the advertisement, you went to your local store to buy a bar of â??The Exfoliatorâ? from your
local Target store for $5. The night before you have a job interview, you opened the sealed box of â??The
Exfoliator� soap and washed your face according to the directions: lather on face and rinse with cold
water. Then, you went to bed.
The following morning, the morning of the interview, you awakened with your face tingling and slightly
itchy. You went to you bathroom mirror to inspect your skin and noticed that your face was red and
broken out with blemishes all over it. Not wanting to make a bad example at your interview, you called
the company and rescheduled your interview for the following Monday. Then, you visited a
dermatologist, who inspected you and informed you that you had an allergic reaction to the â??The
Exfoliator� soap. The bill for the emergency visit to the dermatologist was $100. Furthermore, he
prescribed a crème to lessen the healing time of your rash so you would be presentable at your
rescheduled interview. The crème cost you $25.
Writing Negative Message
WHATâ??S THE PURPOSE?
Whatâ??s the Purpose?
Primary Objectives
1) To deliver the message
2) To make sure that the
message is
a) understood
b) accepted
3) To maintain â??good
will�/ good faith
ï?? Secondary Objectives
1) To maintain a positive
image of yourself as the
author/ speaker
2) To maintain a good image
of your company
3) To provide enough
information that the reader/
listener knows what s/he is
supposed to do so further
correspondence is not needed
1) Deliver the message
*Matrix style leadership
*No one wants to be the
one to give a negative
message
https://www.youtube.co
m/watch?v=zqjQDP9KX
6E&spfreload=10
2) To make sure that the
message is
a)
A) understood
b)
B) accepted
3) To maintain
â??good willâ?/
good faith
No one wants to deliver
a negative message.
Your job is to be as
professional as possible
Why?
Secondary Objectives:
1) To Maintain a good
image of yourself as the
author
YOU are your own advocate and
best supporter.
2) To maintain a good
image of your company
No matter where you are in the
company, you represent that
company.
3) To provide enough
information that the
reader/ listener knows
what s/he is supposed to
do so further
correspondence is not
needed
* Think of Comcast or
Verizon
The anti-headache clause
Trip to a new
amusement park
Three hour trip to the beach
Buffers
NEGATE OR LIGHTEN THE IMPACT OF A
NEGATIVE MESSAGE
Passive Voice: Terms and definitions
ï?? The agentâ??what is performing the action of the
sentence
ï?? The subjectâ??the part of the sentence that
determines the form the verb will take. Usually at the
beginning of a sentence.
ï?? Active Voiceâ??The agent and the subject are one and
the same in a sentence
ï?? Passive voiceâ??the agent of the sentence receives the
verb
Passive Voice
ï?? Active Voice
ï?? Passive Voice
Agent â?? Action
The subject performs the
action of the verb
Action â?? (Agent)
The subject receives the
action of the verb
Ex. John hit the ball.
Ex. The ball was hit by
John.
The Subject (ball) is NOT
the agent and is receiving
the action of the verb
The Subject (John) is the
agent performing the
action of the verb
Tense Versus Voice
ï?? Tense determines
WHEN the action occurs
ï?¡
ï?¡
ï?¡
He watches television.
(Present)
He watched television.
(Past)
He will watch television.
(Future)
ï?? Voice determines WHAT
the subject is and the
impact it creates
ï?¡
ï?¡
ï?¡
ï?¡
He watches television.
(Active)
The television is watched
by him. (Passive)
He watched television.
(Active)
The television was
watched by him. (Passive)
Points of Emphasis in Writing
1) Beginning
2) End
â?¢ Think how good stories and good movies are
told
3) Forced
a) Power Wordsâ??three or more syllables
â?¢ very pretty vs. beautiful
â?¢ Very cheap vs. inexpensive
â?¢ Very nice vs. excellent
b) Change in structure or expectation
â?¢ Breaking down parallels and patterns.
â?¢ The knight was chivalrous, wealthy, and handsome vs.
The knight was chivalrous, wealthy, and, most
importantly, handsome.
Buffers
LIGHTEN OR NEGATE THE IMPACT OF THE
NEGATIVE MESSAGE
1) Start Positive or Neutral
Because there is a natural stress at the beginning and ending of a document,
do not use overtly negative language in those parts.
EXAMPLE ONE
W E H AV E F I N A L LY R E V I E W E D Y O U R A P P L I C AT I O N F O R
G R A D U AT E S T U D Y AT C O L O R A D O S TAT E U N I V E R S I T Y. D U E T O
THE LARGE NUMBER OF APPLICANTS THIS YEAR,
C O M P E T I T I O N WA S V E R Y T O U G H , B U T L U C K I LY, W E H AV E
R E C O M M E N D E D Y O U F O R A C C E P TA N C E .
A L S O , T O K E E P O U R S T U D E N T S H A P P Y, W E W E R E F O R T U N AT E
E N O U G H T O B E A B L E T O O F F E R A T E A C H I N G A S S I S TA N T S H I P,
WHEREBY YOU WOULD WORK 20 HOURS A WEEK. THIS
A S S I S TA N T S H I P A L S O C O M E S W I T H A N O N – R E S I D E N T T U I T I O N
WA I V E R F O R T H E F I R S T Y E A R . I F Y O U D O N ‘ T D O W E L L ,
T H O U G H , W E C A N N O T G I V E Y O U A N O T H E R A S S I S TA N T S H I P .
EXAMPLE TWO
T H A N K Y O U F O R Y O U R I N T E R E S T I N G R A D U AT E S T U D Y AT
C O L O R A D O S TAT E U N I V E R S I T Y. Y O U H AV E B E E N A D M I T T E D
TO OUR COGNITIVE PSYCHOLOGY PROGRAM BEGINNING
W I T H T H E FA L L S E M E S T E R O F 2 0 0 0 .
T H E P S Y C H O L O G Y D E PA R T M E N T W I L L P R O V I D E F U L L
F I N A N C I A L S U P P O R T, I N C L U D I N G 2 0 H O U R S A W E E K A S A
T E A C H I N G A S S I S TA N T. T H I S A S S I S TA N T S H I P C A R R I E S A
STIPEND OF $1045 PER MONTH, AS WELL AS A NON -RESIDENT
T U I T I O N WA I V E R . A S L O N G A S S AT I S FA C T O R Y A C A D E M I C
P R O G R E S S I S M A D E , T H I S A S S I S TA N T S H I P W I L L C O N T I N U E
T H R O U G H O U T Y O U R G R A D U AT E C A R E E R AT C S U â?¦
2) Rely on a chronology of facts
Rely heavily on logos in a negative message. Give the reader/listener reasons
that led to the negative message so they 1) see it coming and 2) accept that
negative message
EXAMPLE ONE
I R E G R E T T O I N F O R M Y O U T H AT Y O U R R E Q U E S T
F O R T R AV E L F U N D S T O T R AV E L T O T H E S Y L L A B U S
C O N F E R E N C E I N S A N TA C L A R A , C A L I F O R N I A , H A S
BEEN DENIED. THE UNIVERSITY HAS LIMITED
F U N D S AVA I L A B L E F O R T R AV E L T H I S Y E A R A N D
A LT H O U G H I K N O W Y O U R E A L LY WA N T T O G O , I
CAN’T AFFORD TO GIVE YOU THE $1500 YOU
R E Q U E S T E D ( W H I C H B Y T H E WAY I S A L O T T O
R E Q U E S T AT T H I S L AT E D AT E AT T H E C U R R E N T
TIME OF THIS REQUEST)â?¦
EXAMPLE TWO
T H A N K Y O U F O R Y O U R I N T E R E S T I N N E W, E M E R G I N G
O N L I N E T E C H N O L O G I E S . T H E T R AV E L C O M M I T T E E
R E V I E W E D Y O U R R E Q U E S T T O AT T E N D T H E S Y L L A B U S
C O N F E R E N C E I N S A N TA C L A R A , C A L I F O R N I A I N J U LY.
T H E U N I V E R S I T Y I N C R E A S E D I T S T R AV E L B U D G E T T H I S
YEAR BY $5,000. HOWEVER, WITH THE INCREASE IN
REQUESTS WEâ??VE RECEIVED AND BECAUSE WE ARE
C L O S E T O T H E E N D O F A F I S C A L Y E A R , W E H AV E U S E D
A L L O U R T R AV E L F U N D S F O R T H E Y E A R . A S M U C H A S
W E W O U L D L I K E T O F U N D Y O U R R E Q U E S T, W E J U S T D O
N O T H AV E T H E M O N E Y T O D O S O . R E M E M B E R , T H O U G H ,
T H AT I F Y O U H AV E D E PA R T M E N TA L F U N D S AVA I L A B L E ,
Y O U M AY U S E T H O S E . Y O U M AY A L S O WA N T T O C H E C K
TO SEE IF ANY DIVISIONAL MONIES ARE STILL
AVA I L A B L E . I D O H O P E Y O U W I L L B E A B L E T O AT T E N D
THE CONFERENCEâ?¦
3) Use passive voice
Use passive voice to remove blame:
There is a difference between telling a group of people:
*Some of you have been using company computers for online gambling and
auctions. You cannot do this or you will be fired.
And
*Company computers have been used for online gambling and auctions. This
behavior should be stopped.
The second example removes blame and is less likely to make the reader
defensive.
HOW DO YOU FEEL WHEN
1. SOMEONE BLAMES YOU
FOR SOMETHING YOU DID
NOT DO
2. SOMEONE CLAIMS YOU
BROKE THE RULES THOUGH
YOU DID NOT
4) Recast
Recasting: transforming a negative message into a positive or persuasive
message.
Example:
No: You have not done well enough at your job to get a promotion.
Yes: If you complete three proposals this week you will be a strong candidate
for the next promotion.
5) Use Humor
Humor is a good way to add levity to a situation; however, the humor should
not
â?¢ Make light of a serious topic
â?¢ Be at anyoneâ??s expense
â?¢ Be at least mildly amusing and not cheesy or crude
* It should be noted here that I am not a fan of this buffer although it is
listed in many books. I have seen it go wrong too many times.
ï?? 1) Do not use â??youâ? at all.
Other
Suggestions
These are some other
ways to write a negative
message effectively.
–if you must use â??youâ?, then
critique an aspect of someoneâ??s
work, not the person.
No: You did a really bad job on this
report.
Yes: Your report could have been
written more clearly.
ï?? Part of effective recasting means
Other
Suggestions
Avoid all negative
wording
that you remove all negative
wording. These include â??noâ? and
â??notâ?, but also include many
words with the prefixes â??unâ?,
â??disâ?, and â??nonâ?.
ï?? Avoid words with negative
connotations (implied or
emotional meanings) as well.
WORDS THAT ARE
NEGATIVE BY ASSOCIATION
UNABLE TO
UNFORTUNATELY
TRY
MAYBE
SORRY
REGRET
REJECT
FAIL
MISTAKE
IMPOSSIBLE
CANNOT
LOSS
LITTLE VALUE
NOT
PROBLEM/ISSUE
REFUSE
STOP
WORDS THAT ARE NEGATIVE
BY POLITICAL HISTORY
JUVENILE/DELINQUENT
GHETTO/BARRIO/PROJECTS
ECONOMICAL/LOWER CLASS/POVERTY
LIBERAL
CONSERVATIVE
FEMININE/FEMINIST
COLORED
RACISM/IST
ALTERNATIVE (FACT/RIGHT)
VICTIM
MINORITY
LITTLE
MIDGET
RETARD(ED)
SEGREGATE
SUPERIOR/INFERIOR
ILLEGAL
IMMIGRANTS
LEFT/RIGHT WING
QUEER
ACTIVIST
DISCRIMINATING

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