GBS120v3
GBS120-Midterm Exam Part 1: Refusal Letter Plan
Instructions
Important:
Read the Refusal Letter Scenario in Lesson 7 before beginning this assignment. Referring to Figure 3-1 in your textbook that describes the 6-Step process for planning and preparing messages, identify and describe how you would address each step in the planning process as you create a claim denial message to your Darling Dahlia Creations customer based on the lesson in the scenario. Consider the guidelines for planning effective messages from the textbook chapter as well as the needs of your audience
as you create your response. Follow these steps: a.
Be sure to use the approach recommended in the textbook and lesson for when an audience will be displeased with a message and explain why this approach is best.
b.
As part of your plan, describe the elements and facts you would include and the order in which you would present them.
c.
Conduct any research necessary to provide information or options that might help soften the refusal for the customer and incorporate these alternatives into your plan. d.
At a minimum, you are required to use a reference from the textbook. Also, cite any additional references you use.
e.
All citations and references must be in APA format as described in the Lesson 0 information.
The description for each step should include at least one well-reasoned paragraph and references where indicated in the
instructions below. Be sure to complete all 5 steps. Page 1
of 5
