Question

Bad News Message Assignment

Bad news messages can follow a different pattern than good news letters: the indirect approach. In all of our writing, we are trying to create goodwill between our readers, ourselves, and our organization. This means that one of the primary goals of a bad news message is to ensure that the reader continues to think well of us. We can write a bad news message in a way that maximizes the chances that this will happen.

Sometimes people like to hear the bad news first. However, in many situations this approach will not help us achieve our purpose. In these cases we need to use a less direct approach.

Using the techniques you’ve learned in class, write a bad news email addressing the bad news scenario below. Use email format at the header:

From:

To:

Cc:

Subject:

Attached:

Bad News Scenario

You are the Participant Services Manager for Encore Events, an event planning and management company that is producing your city’s largest marathon, half-marathon, and 5K races on April 1 this year. A portion of the proceeds will go to your local chapter of Ronald McDonald House Charities. To participate, runners pay $99, $80, and $45, respectively. In addition to the charity donation, these fees cover costs such as advertising, insurance, permits, security, water, promotional materials, goodie bags, etc. While participants can register for the races at any time, including the day of the event, refunds are not granted after February 15 for any reason—a rule that runners must acknowledge before submitting their entries. This helps you to budget and avoid the problematic nature of adjusting credit card charges or handling cash for anyone who wants a refund. Today (February 25), you received a letter from Lucila Muñoz, who paid her registration fee on November 6. However, she broke her ankle on November 27. She thought she would be healed in time to participate, but she hasn’t had time to do the rehabilitation and training needed to participate in the event. She is asking that her card be credited for $45. You are a runner, and you empathize with her. However, Ms. Muñoz should have requested the refund before the deadline. Besides, you think it’s a little tacky that she would want a refund on a partial charitable donation (for which she received a receipt that can be used to claim a tax deduction).

Answer 1

From: John Smith, Participant Services Manager for Encore Events

To: Ms Lucila Muñoz

Cc: Encore Events, City Council

Subject: Registration Fee

Attached : PDF File that contains a receipt, PDF File that outlines the City, State and County's Tax rebate laws,

Hi Ms Lucila Muñoz;

I hope this email finds you well.

I'm really sorry to hear about the your ankle, while I understand that this injury is taking longer to heal than you previously anticipated, I do hope that you're feeling better. I would like you to know that both the City and Encore Events fully appreciates your sportswomanship spirit in trying your best to participate in this marathon despite of your injury. Its not often that we see such dedication and determination towards from the members of our community.

We also fully support your decision and agree that dropping out of the marathon. Health and safety comes first, once your injury completely heals, you can always participate in another marathon. While we do fully support your decision to drop out of the marathon, I regret to inform you that we'll not be able to reimburse your participation fee of $45. Our sign up form also clearly mentions a clause that states the following "No cancellations or refunds will be possible after the 15th of February" .

The reason why we're unable to refund your participation fee is because Encore events in collaboration with City , has to arrange merchandise like Running T Shirts, Water & Refreshments along with administrative costs that the city incurs. In addition to the costs mentioned above a portion of your participation fee goes to the Ronald McDonald House Charities, whose beneficiaries are extremely grateful for your contribution are in dire need of help and funds.

While i understand that this isn't the resolution that you expected, i would like to inform you that you can still get a refund for your Participation fees in the form of a Tax Rebate, since this event can be accounted under charitable donations. I've attached your registration fee's invoice along with a PDF File that outlines the City, State and County's Tax rebate laws.

Encore Events deeply regrets not being able to service your refund, but this is the best alternative that we could suggest given the circumstance

Get well soon

Warmest of Regards

John Smith, Participant Services Manager for Encore Events