Chapter 10 Additional Exercises
10.1E-Mails for Discussion—Saying No to a Colleague
A colleague in another state agency has e-mailed you asking if you would like to use the payroll software her agency developed. You wouldn’t. Switching to a new program would take a lot of time, and what you have works well for you.
The following messages are possible approaches to giving her the news. How well does each message meet the criteria in the checklist for negative messages?
1.
Subject: Re: Use Our Software?
No.
2.
Subject: Re: Use Our Software?
Thanks for telling me about the payroll software your team developed. What we have works well for us. Like every other agency, we’re operating on a bare-bones budget, and no one here wants to put time (that we really don’t have) into learning a new program. So we’ll say, no, thanks!
3.
Subject: Re: Use Our Software?
The payroll software your team developed sounds very good.
I might like to use it, but the people here are computer phobic. They HATE learning new programs. So, being a good little computer support person, I soldier on with the current stuff. (And people wonder why state government is SO INEFFICIENT! Boy, the stories I could tell!)
Anyway, thanks for the offer. Keep me posted on the next development—maybe it will be something so obviously superior that even the Neanderthals here can see its advantages!
10.2Analyzing a Bad News Message
Today you received the following message in your mailbox:
Dear (Your Name),
Thank you for your membership with Fit4Life. We hope you are enjoying our fitness club and that you’re reaching your health and wellness goals along the way. As always, we’re excited to help you in any way.
We’re writing to let you know about an upcoming change in your Fit4Life monthly dues. Effective June 15, the dues for your membership will increase $10 per month—plus any associated taxes.
We strive to keep dues increases as infrequent and minimal as possible. If you have questions about the increase or if there is anything else we can do to improve your experience with Fit4Life, please contact me on your next visit to the club.
Thank you again for your membership with Fit4Life. We enjoy serving you and look forward to seeing you soon!
Sincerely,
Lawrence Josel
Fit4Life General Manager
As your instructor directs,
a.Write an e-mail in which you analyze this message using the guidelines for negative messages that you learned in this chapter.
b.Rewrite this message so that it does a better job of delivering the negative news. Then, write a memo to your instructor explaining why you chose to make these revisions.
10.3Revising a Negative Message
Rewrite the following negative message:
Dear Madam:
Unfortunately, because you have not paid your account for the last three months, we have absolutely NO CHOICE but to turn off your heat soon. We know that winter is upon us and it’s a horrible time to be without heat, but you really brought this on yourself.
Next time, we recommend PAYING your bills ON TIME.
If you get us your outstanding payments soon, you can keep your heat.
As always, we appreciate your business and value you as our customer.
Sincerely,
WarmHomes Customer Service Team
10.4Notifying Baby Boomers about Housing Rules
Erin and TJ Bouda are baby boomers who live in a 55-plus Clearwater, Florida, housing development run by WaterBlue Homeowners Association. They have lived in their current house for five years and plan to live the rest of their lives in this home.
A few months ago, the Boudas started raising their three-year-old grandson, Riley, because his mother has a substance abuse problem and his father is deceased. Unfortunately, WaterBlue Homeowners Association has a policy that prohibits children under 18 years of age as permanent residents. Two neighbors of the Boudas have already complained about Riley.
Take on the role of the homeowners association and write to the Boudas telling them that their grandson has to leave (which is not an option) or that they have to give up their home. As you write, be sure to consider the audience and the effect your letter will have on them.
Hints:
■What reasons besides “policy” can you offer the Boudas to help them understand the situation?
■What help can you offer them?
■Are there any alternatives that you can offer?
10.5Refusing to Pay an Out-of-Network Bill
Your employees’ health insurance allows them to choose from one of three health maintenance organizations (HMOs). Once employees have selected an HMO, they must get all medical care (except for out-of-state emergency care) from the HMO. Employees receive a listing of the doctors and hospitals affiliated with each HMO when they join the company and pick an HMO and again each October when they have a one-month “open enrollment period” to change to another of the three HMOs if they choose.
As Director of Employee Benefits, you’ve received an angry e-mail from Alvin Reineke. Alvin had just received a statement from his HMO stating that it would not pay for the costs of his hernia operation two months ago at St. Catherine’s Hospital in your city. Alvin is furious: one of the reasons he accepted a job with your company six months ago was its excellent health care coverage. He feels the company lied to him and should pay for his (rather large) hospital bill since the HMO refuses to do so.
The HMO which Alvin had selected uses two hospitals, but not St. Catherine’s. When Alvin joined the company six months ago, he (like all new employees) received a thick booklet explaining the HMO options. Perhaps he did not take the time to read it carefully. But that’s not your fault. Alvin can change plans during the next open enrollment, but even if he switched to an HMO that included St. Catherine’s, that HMO wouldn’t pay for surgery performed before he joined that HMO.
Write an e-mail message to Alvin giving him the bad news.
Hints:
■What tone should you use? Should you be sympathetic? Should you remind him that this is his own fault?
■Is there any help you can give Alvin (e.g., information about credit-union short-term loans or even information about negotiating payment terms with the hospital)?
■What can you do to make Alvin feel that the company has not lied to him?
10.6 Announcing a Reduction in Benefits
In years past, your company has had a generous health insurance policy, fully funded by the employer. Employees pay only a $10 copayment for doctor visits and a $6 copayment for prescriptions. However, the cost of health insurance has risen much faster than the company’s other expenses and much faster than the prices your company can charge its customers. Most other companies now expect their employees to contribute part of the cost of their health insurance through payroll deductions, and management has determined that your company must begin doing the same. For a group insurance policy similar to the one employees have received in the past, they will now have to pay $50 per month, and the copayment for doctor visits will rise to $15 per visit. The coverage for prescriptions will vary, with the $6 copayment applying only to generic drugs. For brand-name drugs, employees will have to pay more.
As your instructor directs,
Write an e-mail message to the employees of
a.A large advertising agency in a big city. The agency’s billings have fallen 30% in the last six months, and 10% of the staff have already been laid off.
b.A manufacturing company. The company is still making a profit, but just barely. Unless the company saves money, layoffs may be necessary.
c.A successful service business. The business is doing well, but most of the employees earn only the minimum wage. They do not own stock in the company.
10.7Recommending a Policy on Uncivil Behavior
Assume that your small team comprises your organization’s Labor-Management Committee. This e-mail arrives from the CEO:
I read that PepsiCo created a policy to deal with unfriendly behavior on the job, and that sounds like a good idea. When someone’s rude, inconsiderate, or shows bad manners, that can ruin your day and ruin your productivity. I know that we have harassment policies, but what about a rudeness policy? Put one together, and send it to me.
As a team, write a response recommending an appropriate policy for dealing with uncivil behavior in the workplace.
Hint:
Be sure to define what your organization considers unacceptable behavior, describe the roles of employees and managers in reporting such behaviors, and outline clear guidelines for dealing with violations.
10.8E-Mailing Bad News about Lab Hours
You’re the administrator of your university’s computer labs. Many students have asked for longer lab hours, and you presented the request to your superiors. However, you’ve just been informed that, beginning next term, the hours for the computer labs are being reduced. The labs will open one hour later each morning as a cost-saving measure.
Write an e-mail message, including subject line, to all students, informing them of this change.
10.9Dumping Your Trash
With the economic downturn, organizations are looking for any possible cost-cutting measures. Today, your supervisors tell you about a new program they are starting next week to reduce costs. From now on, employees will be responsible for dumping theirown trash into a common bin. Employees who work for other organizations already participate in this project and have saved their organizations thousands of dollars. Your supervisors believe the same savings will happen at your company.
All employees in your organization will have two cans at their desks: a large one for recyclables and smaller one for trash. In addition to the estimated money that the organization will save from custodial needs, they also hope to gain more revenue from the recycling bins.
As your instructor directs,
a.Write to everyone in your company and explain the new trash policy.
b.Write a complaint memo to your supervisors as an employee concerned about the new trash policy.
c.After the two messages are drafted, write a memo to your instructor that discusses which message was easier to create and why. You should also discuss which message you believe makes a stronger argument.
Hints:
■Pick a business, government, or nonprofit organization you know something about.
■What benefits can you stress to employees about the new policy?
■How can you complain to your supervisor so that he/she takes you seriously?
■What are the disadvantages of reducing work for the lowest-paid employees?