Instructions:

• Select a scenario from below.
• Craft a complaint, and post that complaint to our Discussion Board.
• Then, find one of your friends complaints in our Discussion Board, and write an apology to that complaint.
• To help you, review the steps discussed for writing negative messages and compare/contrast with essentials required in apologetic responses.
• Use plain, direct language.

Choose from the following situations:

a. Internet service issue b. Technology breakdown and tech support issues c. Unreliable travel service (airline/transit/taxi/Uber, Lyft) d. Returning an item past the return/exchange date e. Refund required and wait time is 90 days f. Missing/delayed payment to a contractor youve hired g. Someone who has been put on hold, transferred or disconnected Reflection: afterwards, have a think to yourself:

• What medium did you choose? Why? (Email, memo, letter, social media posting, etc.)
• What makes your chosen medium the most effective for your chosen situation?
• Did you use the direct or indirect approach? Why?
• If you wrote a buffer line, what kind of buffer did you use? Why?
• What is most difficult about writing and responding to complaints?
• What is most difficult about writing adjustments?