Principles of Business Communication

Every guest is entitled to the best quality growth and service. We, at Stovall understructure Products, invite this and constantly strive to uphold crossway excellence and innovation. It was therefore with long concern that we recently learned close your unfortunate experience in connection with the use of our flagship brand, White-n-Brite Liquid Bleach.As you whitethorn pay off read from well-thought-of consumer product rating publications which have given the brand the thumbs-up, it is our common place to carry out rigorous testing, quality control measures, and regular update of directions to guide consumer usage and care.We thank you for bringing the matter directly to our attention. by and by careful assessment by our Laundry Products Laboratory, we find that the item you had pass along Stovall shell Products to refund was make of material not compatible with both dry or liquid bleaches. Moreover, we have publicly stated, and indicated in the tag directions on Wh ite-n-Brite Liquid Bleach, that this product is not to be used as a local spot remover.Nonetheless, we understand the aggravation the incident may have caused you. If you so wish, you ass come in your personal item, postage-free, to Stovall Home Products and well crack what we can do round it.Stovall Home Products definitely does not via media its integrity, regardless of whether it concerns the flagship brand or new product innovations. As a token of good get out, we are enclosing introductory single-use packets of White-n-Brite Bleach Delicates suited for your lingerie and hosiery, as well as in-store coupons of our new Air Fare Home Air Freshener aromas, entitling the bearer to $1 off for every purchase of every three new aromas that include Sea Air, Autumn Spice, Fresh long and Spring Flowers.Allow us to do as much as we can for you, as our valued customer. Let us know if you need notwithstanding informational details, such(prenominal) as those contained in our free bookl ets on caring for splendid fabrics, air freshener or tough stain tips, or any inspection and repair we can offer on our new products.Yours sincerely,Carol SmithApplying the Principles of caper Communicationsto paternity minus MessagesUsing the principles of business communications gleaned from the readings, I make a conscious effort to avoid phrases that may possibly study the reader, in this case the customer, as rude, hostile, uncaring, condescending or arrogant (Locker, 2000, p. 67).It stricken me that when the customer wrote Stovall Home Products to refund her for her stained jacket, she has somehow already made up her mind that it is the product which is defective, and not her misuse or anxiety to check both her garment care tags and the White-n-Brite Liquid Bleach work out directions. The likelihood that the customer may be resistant to views not musical accompaniment hers counts as one obstacle to be over arrest (Locker, 2000, p. 68). I, therefore, used an col lin e with an area of sustainment or a common earthly concern I obviously share with the reader (Locker, 2000, p. 68).To make my writing sound like friendly face-to-face discussion, I used wrangling such as we, you, and our for readability, as well as contractions in cases when it will come out more infixedly than two short separate words (Burne, 2006, para. 27-29). I likewise took into consideration the seven Cs of business earn writing which are clear, concise, correct, courteous, conversational, convincing and complete (Burne, 2006, para. 4).I avoided stating the shun message right away at the start of the letter, and I agree with one of the main readings on conveying negative information that when the readers ego is on the line, opening with the negative message would violate the readers antepast and damage rapport (Writing controvert Messages, 2002, para. 4). I likewise agree that the more the negative information concerns the reader as a person, the great the need for ps ychological preparation (Writing Negative Messages, 2002, para. 4).I therefore create up the brand and the long-held tradition of product testing and updating of directions. concisely afterwards, I incorporated a brief buffer (Writing Negative Messages, 2002, para. 7) leading to the finding that negates the customers claim and which forms the key instance or specific concern. I was especially careful to avoid negative transitions like however, unless, and even though just before conveying the associations findings that show that the customers demand was off-tangent, because such transitional words signal a turn for the worse (Writing Negative Messages, 2002, para. 8).I also avoided blaming the customer, who is the reader of the letter, for instigating the b some other even if all signs point to it (Writing Negative Messages, 2002, para. 9). Instead of spot brightening the bad news, I positioned it strategically, and since explicit refusals may be unnecessary and at times cruel (Guffey, 2000, p. 290), I opted to imply or indirectly refer to the negative solution without seeming unclear about the confederations decision, which is not to grant the refund to the customer because the product was not used according to the stated directions.Implication is often an efficient way of transmitting an unpleasant idea, that is, the idea is not expressed, yet the manslayer understands (Writing About the Unpleasant, n.d.) based on the facts and explanations presented. In stating the legitimate reasons for crook down the customers request, I have implied that negative reply and I did not dwell too much on the created problem anymore, proceeding, instead, to further buffer the impact on the customer and offering a workable alternative.By including the line we understand the aggravation the incident may have caused you, I wanted to show empathy, or placing oneself in the customers shoes to understand how upset she may be and to understand how natural her reaction wa s to write the association and request for a refund. On the other hand, I also took note of the fact that there is a delightful but clear line between being sympathetic about the customers problem, on the one side, and implying or taking right for it, on the other (Erdman & Hildebrandt, 1998, p. 157).It is in this light that I suggested to the customer to send over to Stovall Home Products the stained piece of clothing, and I phrased it to sound non-committal. I time-tested to be mindful or careful not to charge responsibility in circumstances where its not appropriate (Erdman & Hildebrandt, 1998, p. 158). I realize that saying no or refusing a customers undue request serves my organizations welfare and needs (Locker, 2000, p. 214), preventing the scenery of a precedent for company liability (Erdman & Hildebrandt, 1998, p. 158). I also tried to show that while the offered course of action may not be perfect, it is the best solution currently available (Locker, 2000, p. 68).At this point, my overriding objective, alongside cushioning the impact of the negative reply to the request, has now turned to educating the reader and reselling the product in question, where a problem spot was encountered, or for new product innovations of the company (Writing Negative Messages, 2002, para. 24). Because I am also arduous to change the customers brash judgment about the companys flagship brand and attempting to correct this customers understanding of company policy, I deemed it best to let the reader save face by hinting that changed circumstances call for new attitudes or action (Locker, 2000, p. 68).I then unkindly on a positive note by offering a counterproposal (Writing About the Unpleasant, n.d.) Maintaining goodwill is very important, especially in the light of the thrusts of a company like Stovall Home Products, which has relied for many decades on customers unwavering support.At no part of the letter was an apology extended, because in so doing, it will se rve, not just to trigger future company liability but highlight the companys acknowledgment of the mistake or wrongdoing, toleration of responsibility, expression of regret, and assurance that the offense will not be repeated (Kellerman 2006). Except for accepting a measure of responsibility in modulate to maintain positive relationship with the customer, and the expression of regret as a sign of empathy, none of these apply in connection with the Anne Thompsons case.ReferencesErdman, K. & Hildebrandt, H. (1998). Stovall Home Products Practicing prudence to avoidliability. Business Communication Quarterly, 61, 152-163.Guffey, M. (2000). Business communication process & product. Ohio South-Western CollegePublishing.Kellerman, B. (2006). When should a leader apologize and when not? Retrieved May 12, 2008,from https//www.ncbi.nlm.nih.gov/pubmed/16579415Locker, K. (Ed.). (2000). Business and administrative communication. parvenue York McGraw-HillCompanies.Writing Negative Messages. ( 2002). Retrieved May 9, 2008, fromhttp//homepages.wmich.edu/bowman/badnews.html