Read this Case study and answer questions which are asked at the end of each paragraph.

Provide detailed answers using business communication knowledge.

at the end also provide your personal recommendations to this case study questions.

CASE SCENARIO Making the Best of Bad News To.. This case scenario will help you review the chapter material by apply- puts it aside. At first glance, the letter appears to be announcing a ing it to a specific situation. raise in premiums. He doesn't have time to read it carefully. Later that evening, though, he decides to pick it up again to read more carefully, Henry Lai is having a bad week. On Monday, Henry got into a minor See the letter on page 217. car accident on his way to his business communication class. It was Henry has to read the letter twice to understand what it means, his third accident of the year, and he was late for class. Today, he is and when he finally understands, he is shocked. This isn't what he almost late again. As Henry left his apartment, his neighbor stopped expected at all! His family has had City Mutual Insurance since before him in the hallway to ask if he read the landlord's email announcing he was born. How could the company drop him? an increase in rent. Henry does not know how he'll handle these extra Question 2: A reader should be able to understand a bad-news expenses. On top of a rent increase, he may need to pay for a repair to message quickly and not feel insulted or abandoned. How would his broken computer printer, which may not be covered by a manu- you advise City Mutual to revise its letter? facturer warranty. And he also needs to help pay for the anniversary party he and his brothers are throw- ing for their parents in May. email Henry slips into class just in time to get Professor Anderson's Message Insert Options Format Text Review assignment sheet. As Henry reads it, he begins to smile. This is an assign- tenant-list@Wycoff-Rentals.com ment he can definitely handle. Profes- Send sor Anderson is requiring students Subject: Rental Increase to pick one or two types of writ- ing-routine, persuasive, good news, or bad news and over the next five Dear Tenants: weeks collect samples to analyze. The goal is to evaluate these pieces accord- When you get your lease in the next few months, you will see a 15 percent raise ing to the guidelines in the textbook in rent. I want to explain to you why rent is increasing. I value each of you as tenants and suggest revisions. A lot is going and neighbors, and I hope you will understand and choose to stay at 727 Seward on in Henry's life, and many people Street. are communicating with him. In fact, he could begin the assignment right As you probably know, both property taxes and the cost of heating fuel have after class by reading his landlord's increased this past year. This winter, it cost me 20 percent more to heat your email about the rent increase. apartmentsand mine-than the year before. My total costs as landlord have gone up 30 percent. Softening the Impact of Bad News The rent increase barely covers these increased costs. In addition, during this upcoming year, I will be painting the halls and buying new equipment for the After class, Henry opens up his laptop laundry room. I want this building to remain a good place for us to live, and like to check his email. Would his landlord every year in the past, this year I will make more improvements. raise the rent to more than he could afford? He is not looking forward to I know more rent is a hardship since many of you are in school as well as working, reading the bad news. See the land- But the rent here is still the most reasonable in the neighborhood. lord's email message to the right. As Henry finishes reading, he Please let me know if you don't plan to stay, but I hope you do. thinks, "Id like to stay. This must be a pretty good email."Would you agree? Sincerely, Question 1: Evaluate the landlord's Edward Nikaza email. Would you recommend any revisions? Wycoff Rentals 62253 Main Street Bad News in the Mail Chesterfield, MO 63005 (636) 555-1926 When Henry returns home from class, he finds a letter in his mailbox from his auto insurance company. He opens it, looks at it quickly, and then Accompanies Case Scenario Question 1 letter City Mutual Insurance 8851 Lincoln Way, St. Louis, MO 63114 March 15, 20xx Bad News from the Professor After arriving late to his business communication class a third time, Henry is not surprised to see an email from Professor Anderson in his inbox. Professor Anderson has a strict atten- dance policy for his course, which Henry is finding difficult to follow. If this is a bad-news email, Henry hopes it is well written. He does not want to be in the position of critiquing his teacher in his final project. Henry reads the email repro- duced below and wonders: "If I can't pass the course, maybe I should drop it. Is that really the goal of this email?" Question 3: Is this an effective bad- news email? Would you recommend that Professor Anderson make any revisions? Mr. Henry Lai 727 Seward Street Chesterfield, MO 63005 Dear Mr. Lai: At City Mutual Insurance, our ability to provide cost-effective insurance to all our customers depends on our periodically assessing and reevaluating risk. Our internal guidelines and policies are carefully constructed to ensure that we remain a financially secure company. It is in this way that we can provide financial security to our customers in their times of need. Our guidelines take into account a number of risk factors, including a customer's driving record. When a customer account falls out of the accepted parameters, we have the legal option to cancel or refuse to renew automobile insurance at the next renewal date. Based on your recent record of chargeable automobile accidents, our guidelines require that your automobile insurance be cancelled 30 days from the date of this letter. You will receive a pro-rated reimbursement check within 60 days, as required by law. We encourage you to act quickly to secure new insurance since it is required for all registered automobiles in your state to have insurance. Adjustment Department City Mutual Insurance email Message Insert Options Format Text Review ? To... hiai@umo.edu Accompanies Case Scenario Question 2 Send Subject: Class Tardiness in Bcomm 371 Dear Henry This week you arrived late to class for the third time. As you know, you can have no more than two unexcused absences or four late arrivals and still pass the class. I cannot stress enough how serious this is. Business Communication 371 is a requirement for graduation in your major. You must receive at least a C in this course. With one more absence or late arrival, you will need to repeat the course in order to graduate Professor Anderson Milton V. Anderson, Ph.D. Professor of Business Communication Department of Business Administration College of Business, Craig Hall #202 University of Missouri at Chesterfield Chesterfield, MO 63005 mvanderson@umo.edu 1636) 555-2002 Accompanies Case Scenario Question 3 218 Chapter 6 Communicating Bad News email Message ent Options Format Text Review To Henry Lai Repair Options for Gremlin 2740n Printer Send Sud Dear Mr. Lai: As a Customer, How Do You Feel? As Henry prepares to write his final business communication report analyzing messages he has received during the term, he thinks about how important it is for a business to communicate effectively with its customers. Henry asks himself, "As a customer, how do I feel about the people who have been communicating with me? How do I feel about my land- ford, City Mutual Insurance, and Professor Anderson? Would I choose to have a continuing relationship with them or do business with them again? Will I speak positively about them when talking to others?" These questions remain on Henry's mind as he analyzes his last set of business messages: an email from the manufacturer of his broken computer printer and a voice mail from the River Inn where he planned his parents' anniver- sary party. Would he choose to do business with these organizations again? Question 4: Based on these bad-news communications, would you like to do business with these organizations? As a follow-up to our telephone conversation today. I have reviewed your warranty as well as the notes from the authorized technician who examined your nonfunctioning Gremlin 2740n wireless laser printer. The warranty protects your printer against manufacturer defects and mechanical failure for one year from the date of purchase. However, it specifically excludes damage from accidents and misuse voice mail message According to our technician, a bent fuser usually results from dropping the printer or dropping something on the printer. Therefore, that damage is not covered by our warranty, even though you purchased the printer less than three months ago Mr. Lai. This is Darryl at the River Inn. We need to make some changes in the arrangements for your party in May. The room you reserved is undergoing extensive repairs for water damage caused by the storm and will not be ready by the 15th of next month. All of our other rooms are taken for that evening. Is it possible for you to change the date of your event to Sunday the 29th? If not, we will be glad to completely refund your deposit. Please return my call at your earliest convenience. I'm at 678-555-1344. We can offer two suggestions for cost-effectively repairing or replacing your printer. First, if you used a credit card to purchase the printer, consider contacting the company to see if it offers buyer protection plans that insure your purchases against accidental loss or damage. If you must pay for your own repairs, you may find it more cost effective to purchase a factory-authorized refurbished printer directly from Gremlin. We will be pleased to offer you a $50 discount on this purchase. Accompanies Case Scenario Question 4 Thank you for being a Gremlin customer. We look forward to being your printer of choice long into the future. Sincerely, Tanya Corros Tanya Corros Customer Service Representative Gremlin Corporation www.gremlincorp.com Tanya@gremlincorp.com 800.555.5226, Ext. 467 Accompanies Case Scenario Question 4