Question

Composition of 3 varied messages based on provided scenarios and formatted using the required message plans of Direct or Indirect Patterns
Positive/Neutral (Direct)
Negative  (Indirect)
Persuasive (Indirect)
Scenarios:

Positive/Neutral-

As General Manager of the extremely exclusive Chez Pohopien restaurant, you must respond to a yelp comment which was a scathing review of your restaurant.  The Yelper wrote expressing his disappointing experience with the service and the food.  The Yelper went on to describe being ignored for 8 minutes without serve staff connection and receiving overly salted food; among other things.  Although the Yelper made no comment during their dinner, the reviewer felt telling everyone would benefit the consumer.  Respond to the Yelper (you can give them a handle) in a manner which builds goodwill for your restaurant.

Negative-
You own an art studio in Downtown Los Angeles.  Several local artists display large installation art pieces in your gallery for purchase to the general public.  Your policies state explicitly that once the art is purchased and removed from your premises, there are no refunds or exchanges.  You always offer to have your professional staff measure the potential owner's space to determine the feasibility of having large art in a space.  A customer (you can give them any name you wish) purchased and removed from your premises an art piece which does not fit in the small townhouse they own.  They asked for a refund or exchange.  They also declined to have the professional staff measure the space.  Prepare a script you can use for a telephone call to the customer explaining why they will not be receiving a refund or exchange.  The goal is to maintain goodwill and hopefully a return visit to your gallery.


Persuasive-

You are a member of the BRIC fitness center on campus. The BRIC was having a special on several pre-paid adventures and you signed up for them all because getting out more was a new year resolution. The adventures for the year were over $400 and non-refundable. You realized that your financial aid might not come in at the amount you thought and the $400 you spent on the adventures will be too much. Write an email (make up names-and to/from email format content) to ask for your nonrefundable money back. Remember to use goodwill, logic, and conciseness when creating the email.

Answer 1

Positive - Respond to the Yelper

As a General Manager and a responsible employee of Chez Pohopien restaurant, firstly I would like to acknowledge the issue and offer an apology for the inconvenience caused to Yelper, then I wish to invite him again to our restaurant to serve him with our best food and excellent service for free to compensate his unpleasant experience with us. This gesture not only helps to fix the issue but also re-establishes the good relationship with the Yelper and can gain positive influence through his feedback for the restaurant.

Negative - Response to the customer

Being an owner of the art studio, we have certain policies for our customers to avoid any disputes or cause any inconvenience. Firstly, we have offered you (customer) the service of professional staff to measure the space of your place to determine the feasibility to accommodate large art in a space, which you have declined. Secondly, our company policies clearly state that once any art is purchased and removed from our premises, there is no refund or exchange will be considered. Despite of caution given from us you have ignored it, went a head purchased the art piece and removed from our studio. Therefore, we are extremely sorry for your inconvenience but we are not in a position to accept your request for a refund or exchange for this transaction. However, we look forward for you to visit our studio again and use our valuable suggestions which are meant for your benefits to avoid any inconvenience in future.

Persuasive Response

Dear Mr. John Paul (Manager at BRIC fitness centre)

Good Day!

Hope this email finds you well.

My name is Miss. Kelly Smith, I am one of the active and loyal members of your fitness centre. I was very excited for the pre-paid adventures offer by your fitness centre, hence I have signed up for all your pre-paid adventures because going out was my new year resolution for this year. After I signed up for your service I realized that I have over calculated my expenses and do not get financial aid for the same amount paid. If I pursue with these adventures I will fall in a situation where I can't manage my finances for my other expenses and it may lead me to further financial distress.

Therefore, I kindly request you to please refund my $400 as an exception and goodwill gesture. If my financial situation improves surely I will sign up for your pre-paid adventures in future and also recommend other people.

Look forward to hearing a positive response from you.

Thanks in advance.

Kind Regards, Kelly