Business 120 Communication

4.4 Chapter 6 - Writing a Bad News Message - Refused Request Planning and Revising the Message - PRACTICE (HANDS-ON ASSIGNMENT)

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Chapter 6 - Writing a Bad News Message - Refused Request - PRACTICE (HANDS-ON ASSIGNMENT)

Purpose:

Someone has asked you for something, and you must refuse—a very common business situation. Such messages are almost always negative, although they vary in degree of negativity. Usually in such messages you have two goals:

1. to refuse, and
2. to maintain goodwill.

Before you write anything, you should think through the situation and work out a strategy—that is, how you will explain or justify your decision. 

Assignment Instructions:  

This too is a communication necessary in conducting the company’s business.

The suggestions for writing these messages are much the same as for those types previously discussed. The need for clarity, correctness, and courtesy should guide these efforts.

To write this message, writers should do the following:

• Organize using the indirect order and the message plan(s) for a refused request message
• Use a strategic buffer that is neutral and/or positive
• Present the bad news positively
• Offer an alternative solution
• Choose the appropriate tone (casual, moderately formal, or formal)
• Be clear and courteous
• Order the information logically
• Close in a way that is positive and builds goodwill

Review the examples of refusal of a request messages from the text.

Review the Ineffective Message carefully.  List the weaknesses/shortcomings in the ineffectiverefused-request indirect message below, based on the following:

1. message plan for a refused request indirect-order message (LO 6-2),
2. the suggestions for developing the strategy using the indirect-order for refused request messages (LO 6-3);
3. the appropriate format and letter parts from Chapter 2 and Bonus Chapter A; and,
4. the appropriate writing style suggestions from Chapter 4 (LO 4-1 through LO 4-16).

• Cite your reasons based on the appropriate chapter and learning objective.

                                                                                                                                                                             

Ineffective Message

Current date

Ms. Ashley Puckett, Manager
Desert Design and Contracting
202 New Stine Road
North Las Vegas, NV 89030

Dear Ms. Puckett:

Unfortunately, we cannot allow you to convert the lease payments you’ve been making on your Canon X1000 color copier toward its purchase, much as we would love to do so. We understand that you have been making regular payments for the past 14 months.

We operate under a firm company policy prohibiting such conversion of leasing monies. Perhaps you have noticed that we offer extremely low leasing and purchase prices. Obviously, these low prices would never be possible if we agreed to many proposals such as yours.  Because we would like to stay in business, we cannot agree to your request asking us to convert all 14 months of rental payments toward the purchase of our popular new equipment.

We understand, Ms. Puckett that you have had the Canon X1000 color copier for 14 months, and you claim that it has been reliable and versatile. We would like to tell you about another Canon model—one that is perhaps closer to your limited budget.

Sincerely,

                                                                                                                                                                               

Submission Instructions:

1. Begin your planning by first preparing the Audience Analysis Worksheet attachment for the scenario above -
2. Save the completed form using the following format: Lastname-Firstname-Ch6 Audience Analysis.
3. Next, plan your communication strategy using the Problem-Solving Approach Blank Worksheet attachment - save the completed form using the following format: Lastname-Firstname-Ch6 Planning Worksheet
4. Using the two planning documents and the message plan format for a Refused Request (LO 6-3, page 136) in your textbook to...
5. Write an appropriate request refusal message for effective, positive communication, and document format.
6. Save the revised message file using the following format: Lastname-Firstname-Ch6-Refusal.
   (For example: Carcioppolo-Joann-Ch6-Refused Request).
7. Attach your revised message file as a Microsoft Word or Rich Text Format (RTF) document and click submit using the instructions on the Canvas Student Guide-How do I submit an online assignment 
8. Submit the Planning the Message Worksheet, Audience Analysis Worksheet, revised Refused Request document and the list of weaknesses of the ineffective message as four separate files for grading.

Canvas Student Guides:

• How do I submit an online assignment? (Links to an external site.)  https://community.canvaslms.com/docs/DOC-9539-421241972 (Links to an external site.)
• How do I upload a file as an assignment submission in Canvas? (Links to an external site.)  https://community.canvaslms.com/docs/DOC-10663-421254353 (Links to an external site.)
• How do I know when my instructor has graded my assignment? (Links to an external site.)  https://community.canvaslms.com/docs/DOC-10664-421254358 (Links to an external site.)

Grading Rubric:

The grading rubric for this assignment is located at the bottom of this page.

Attachment(s):

Note: The Problem-Solving form is available as a fillable PDF and an RTF files in the event you have had issues with the fillable PDF form.

1. Using the Problem-Solving Strategy for Planning the Message [FILLABLE BLANK WORKSHEET].pdf
2. Using the Problem-Solving Strategy for Planning the Message [BLANK WORKSHEET].docx
3. Chapter 2 - Planning the Message - Audience Analysis Checklist [BLANK WORKSHEET].docx
4. Audience Analysis Checklist [FILLABLE BLANK WORKSHEET].pdf
5. Chapter 6 - Writing a Bad News Message-Refused Request (ASSIGNMENT INSTRUCTIONS) (REV. 4-8-2020).pdf

 

 

 

Rubric

Chapter 6 - Indirect - Refused Request Message-2

Chapter 6 - Indirect - Refused Request Message-2

Criteria	Ratings	Pts
This criterion is linked to a Learning OutcomeList of Weaknesses Weaknesses are listed and cited based on appropriate message plan learning objectives; Chapter 4 writing style learning objectives; Bonus Chapter B content	1.5 to >1.25 pts Proficient Five or more weaknesses listed based on message plan (Chapter) and Appropriate Writing Style (Chapter 4). 1.25 to >0.5 pts Competent Three to four weaknesses listed based on message plan (Chapter) and Appropriate Writing Style (Chapter 4). 0.5 to >0 pts Needs Improvement Two or less weaknesses listed based on message plan (Chapter) and Appropriate Writing Style (Chapter 4) – OR – no list of weaknesses submitted.	1.5 pts
This criterion is linked to a Learning OutcomeDocument Format/Design Uses the appropriate document format/design for either an internal-operational or external operational message (Chapter 2 and/or Bonus Chapter A)	1.5 to >1.25 pts Proficient Formatted correctly using appropriate format based on internal- or external-operational message; includes all appropriate parts; is appropriately aligned on page. 1.25 to >0.5 pts Competent Mostly formatted correctly using appropriate format based on internal- or external-operational message; OR missing three to five of the appropriate message parts; OR is not appropriately aligned on page. 0.5 to >0 pts Needs Improvement Is not formatted correctly using the appropriate format based on internal- or external-operational message; AND/OR is missing most of the appropriate message parts; AND/OR is not appropriately aligned on page. No assignment submission.	1.5 pts
This criterion is linked to a Learning OutcomeOrganization-Indirect Plan Open Paragraph	5.0 to >4.0 pts Proficient Begins with words that show you are clearly responding to the request AND uses words that are neutral 4.0 to >2.5 pts Competent Begins directly OR Does not begin with words that show you are responding to the request OR does not use neutral words 2.5 to >0 pts Needs Improvement Begins directly AND Does not begin with words that show you are responding to the request AND does not use neutral words	5.0 pts
This criterion is linked to a Learning OutcomeOrganization-Indirect Plan-Body/Content Paragraph	5.0 to >4.0 pts Proficient Presents appropriate reasons (explanations) from the ineffective message using positive language and the you-viewpoint; refuses clearly and positively; includes a counter proposal, compromise, or alternate solution without using roundabout construction 4.0 to >2.5 pts Competent Does not meet one or more of the message plan requirements:does not present appropriate reasons for refusal from the ineffective message using positive language and/or no you-viewpoint - OR - does not refuse clearly and positively - OR - does not include a counter proposal, compromise, or alternate solution 2.5 to >0 pts Needs Improvement Does not present reasons for refusal using positive language and you-viewpoint AND Does not refuse clearly and with positive tone,AND does not include a counter proposal, compromise, or alternate solution -Uses roundabout construction	5.0 pts
This criterion is linked to a Learning OutcomeOrganization-Indirect Plan-Closing Paragraph	5.0 to >4.0 pts Proficient Ends with an adapted goodwill comment; is forward looking and includes a counter proposal, compromise, or alternative solution in the closing [if not included in the content paragraph(s)] without using rubber stamp phrases 4.0 to >2.5 pts Competent Does not end with adapted goodwill OR is not forward looking and includes a counter proposal, compromise, or alternative solution in the closing [if not included in the content paragraph(s)] without using rubber stamp phrases 2.5 to >0 pts Needs Improvement Does not end with adapted goodwill AND is not forward-looking AND does not include a counter proposal, compromise, or alternative solution in closing AND Uses rubber stamp phrases	5.0 pts
This criterion is linked to a Learning OutcomePlanning and Audience Analysis Worksheets	2.0 to >1.75 pts Proficient Both the Planning and Audience Analysis worksheets were completed and submitted. 1.75 to >1.25 pts Competent Only one of the Planning and Audience Analysis worksheets were completed and submitted. 1.25 to >0 pts Needs Improvement Both the Planning and Audience Analysis worksheets were submitted; however, one or the other was not completed in its entirety - OR - Neither the Planning nor the Audience Analysis worksheets were submitted	2.0 pts
Total Points: 20.0