Project #84120 - Business English

Assignment 3: Message Packet*

  • Due week 8
  • 1,250-1,500 words total (in one file with page breaks between messages)
  • W + V Component
  • 15% of final grade
  • Use Chapters 1, 3, 6, 9, 10, and 11


Situation:  You are a customer service manager for Headphones, Inc., a company that manufactures headphones. A new employee, a trainee named Sean Kelly, comes to you with some bad news—he has accidentally switched an order and sent: 

  • the $300 Deluxe Plus headphones to Mr. Joey Ramone, who ordered the $100 Deluxe headphones, and sent
  • the $100 Deluxe to Ms. Pat Benatar, who ordered the $300 Deluxe Plus.


Unfortunately, Sean did not realize his mistake until the headphones were shipped. It’s up to you to sort the mess out.

  1. Write a negative adjustment/apology letter to Mr. Ramone, who must send back the $300 Deluxe Plus that John shipped to him. (~300 words)
  2. Write a positive adjustment/apology letter to Ms. Benatar, who can keep the $100 Deluxe and will be shipped (using expedited shipping) the Deluxe Plus. (~300 words)
  3. Write an email requesting that your peer (a manager in the shipping department), Thom Yorke, send the correct items via expedited shipping. (~250 words) 


To reduce the number of mix-ups like this, you want a policy put into place that requires a manager’s signature on orders over $200. Remember, however, that often there is not one clear-cut answer to a problem. So, you will need to provide multiple recommendations for avoiding such mix-ups to your superior, delineating the pros and cons of each.

4.    Write a special request memo to Debbie Harry, the regional manager, at least two ideas for policy changes, delineating the pros and cons of each. (~300 words)


One week later: Success!  Your policy requiring a manager’s signature on orders over $200 has been accepted. Since the policy was your idea, Ms. Harry suggests that you should write the informative memo letting everyone in your building know about the new policy.

5.     Write a change-in-policy memo to the employees in your building. (~200 words) 


Each message should follow the guidelines given in the textbook (specifically for content, style, and design), should be clear and concise, and should be free of grammar, spelling, and punctuation errors.


The objectives for this assignment include the following:

  • Analyze each audience involved carefully, identifying their expectations and the information they will need, as well as anticipating their reactions to the news each will receive.
  • Plan each message carefully before drafting.
  • Order the information in each message effectively and design the messages for each audience’s needs.
  • Adhere to CCCBS (clear, complete, correct, builds goodwill, and saves time) principles in all your messages.
  • Write each message for maximum you-attitude and positive emphasis at and beyond the sentence level.
  • Use strategies we have studied thus far for positive/informative messages, negative messages, and persuasive messages. 



Look carefully at the rubric for this assignment as you plan and draft your work. Save all of your messages in one file, but insert page breaks between them. Upload that one file to Blackboard. 

Subject English
Due By (Pacific Time) 10/07/2015 12:00 pm
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