Accounting

Week 4

Version 13

Page 311; 10.10 – Rejecting an applicant, and 10.11 through 10.19 Using a direct or indirect approach.

Page 344; 11.6 – Requesting an adjustment/making a claim, and  page 347 11.42 – writing a persuasive message to an employer.

Let me know if you have any issues with these.

*Assignments instructions questions:

Rejecting Job applications.  Review the message and identify the weaknesses of the message and then revise it to make it more reader centered. Submit your thoughts in memo form and submit it via the dropbox.

Request for Adjustment.  Review the message and identify both the strengths and weaknesses and then revise it to make it more reader centered.  Draft an email message supporting your thoughts.  Be persuasive in your argument. Email skills

10-10. Message 10.C: Rejecting Job Applications [LO-7]

I regret to inform you that you were not selected for our summer intern program at Equifax. We had over a thousand résumés and cover letters to go through and simply could not get to them all. We have been asked to notify everyone that we have already selected students for the 25 positions based on those who applied early and were qualified. We’re sure you will be able to find a suitable position for summer work in your field and wish you the best of luck. We deeply regret any inconvenience associated with our reply.

Exercises

Each activity is labeled according to the primary skill or skills you will need to use. To review relevant chapter content, you can refer to the indicated Learning Objective. In some instances, supporting information will be found in another chapter, as indicated.

Planning: Choosing the Direct or Indirect Approach [LO-1] Select which approach you would use (direct or indirect) for the following negative messages.

10-11. An email message to your boss informing her that one of your key clients is taking its business to a different accounting firm

10-12. An email message to a customer informing her that one of the books she ordered over the internet is temporarily out of stock

10-13. A text message to a customer explaining that the DVD recorder he ordered for his new computer is on backorder and that, as a consequence, the shipping of the entire order will be delayed

10-14. A blog post to all employees notifying them that the company parking lot will be repaved during the first week of June and that the company will provide a shuttle service from a remote parking lot during that period

10-15. A letter from a travel agent to a customer stating that the airline will not refund her money for the flight she missed but that her tickets are valid for one year

10-16. A form letter from a U.S. airline to a customer explaining that the company cannot extend the expiration date of the customer’s frequent flyer miles even though the customer was living overseas for the past three years and unable to use the miles during that time

10-17. A letter from an insurance company to a policyholder denying a claim for reimbursement for a special medical procedure that is not covered under the terms of the customer’s policy

10-18. A letter from an electronics store stating that the customer will not be reimbursed for a malfunctioning mobile phone that is still under warranty (because the terms of the warranty do not cover damages to phones that were accidentally dropped from a moving car)

10-19. An announcement to the repairs department listing parts that are on back order and will be three weeks late

11-6.

Message 11.A: Message Strategies: Persuasive Claims and Requests for Adjustment [LO-2]

Dear TechStar Computing:

I’m writing to you because of my disappointment with my new multimedia PC display. The display part works all right, but the audio volume is set too high and the volume knob doesn’t turn it down. It’s driving us crazy. The volume knob doesn’t seem to be connected to anything but simply spins around. I can’t believe you would put out a product like this without testing it first.

I depend on my computer to run my small business and want to know what you are going to do about it. This reminds me of every time I buy electronic equipment from what seems like any company. Something is always wrong. I thought quality was supposed to be important, but I guess not. Anyway, I need this fixed right away. Please tell me what you want me to do.

Email Skills / Portfolio Builder

11-42. Message Strategies: Persuasive Business Messages [LO-2] As someone who came of age in the “post-email” world of social networks and workgroup messaging, you were rather disappointed to find your new employer solidly stuck in the age of email. You use email, of course, but it is only one of the tools in your communication toolbox. From your college years, you have hands-on experience with a wide range of social media tools, having used them to collaborate on school projects, to become involved in your local community, to learn more about various industries and professions, and to research potential employers during your job search. (In fact, without social media, you might never have heard about your current employer in the first place.) Moreover, your use of social media on the job has already paid several important dividends, including finding potential sales contacts at several large companies, connecting with peers in other companies to share ideas for working more efficiently, and learning about some upcoming legislative matters in your state that could profoundly hamper your company’s current way of doing business.

You hoped that by setting an example through your own use of social media at work, your new colleagues and company management would quickly adopt these tools as well. However, just the opposite has happened. Waiting in your email in-box this morning was a message from the CEO announcing that the company is now cutting off access to social networking websites and banning the use of any social media at work. The message says using company time and company computers for socializing is highly inappropriate and might be considered grounds for dismissal in the future if the problem gets out of hand.

Your task: You are stunned by the message. You fight the urge to fire off a hotly worded reply to straighten out the CEO’s misperceptions. Instead, you wisely decide to send a message to your immediate superior first, explaining why you believe the new policy should be reversed. Using your boss’s favorite medium (email, of course!), write a persuasive message explaining why Facebook, Twitter, and other social networking technologies are valid—and valuable—business tools. Bolster your argument with examples from other companies and advice from communication experts.

 

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