Written Communication: Communicating a Plan
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cf_Six_Ws_Worksheet_for_Assessment_3.docx
Active Listening: The Six Ws
Review your assessment of your manager's voicemail and of your email to the customer. Then, consider what, how, and why you need to communicate to the Shipping Department, making notes of six Ws in the boxes below.
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Who are you writing to?
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What is the problem?
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What are your responsibilities to solve the problem? What responsibilities do others in your organization have? (What tasks still need to be completed? What tasks need to be done by the Shipping Department? What are the steps involved?)
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Who is responsible for refunding the shipping fees to the customer? |
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When does the tracking number and replacement order need to arrive? |
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How will you confirm that the tasks have been completed?
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Why is this problem urgent and important?
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In addition, consider the following:
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How do you think the Shipping Department Manager is feeling?
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Why do you think the Shipping Department Manager is feeling that way?
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What are you trying to accomplish in the email you are sending? In other words, what is your purpose for writing?
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