Select which approach you would use (direct or indirect) for the following negat

Question

Select which approach you would use (direct or indirect) for the following negative messages. Provide reasoning for each choice. d. 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

e. 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
f. 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







g. 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

h. 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)

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

Explanation / Answer

d. ) a direct approach should be used in such a situation because the company is providing an alternative and the employees will not be disappointed much by this news.

e.) I will use indirect approach in this situation as this news can disppoint the costumer. Morover, the travel company wants to maintain a good relationship with its customers and an indirect approach in this situation will easen up the blow of the bad news.

f. ) a direct approach should be used in this situation.This is because the customer will not be shocked or highly disappointed when he gets this negative news. This is because getting the extension of the expiry date in such a scenario are generally low.

g. ) A direct pproach can be used as the cutomer is generally aware of the procedures that are not included in the policy. Since he won't be highly disappointed by the news, the company can tell him the news directly.

Related Questions

Navigate

• Browse (All)
• Browse S
• Subjects

Integrity-first tutoring: explanations and feedback only — we do not complete graded work. Learn more.