Negative News Letter

11.20

You are the human resources director for Kelly Green's Midwest division. Two of your employees 
stand accused of being racist toward a customer. In the customer's letter to you, she states,

Today I visited your Kelly Green apparel store in downtown Chicago. In what was proba- bly the most disturbing experience of my life—and I'm a 45-year-old registered nurse— the male clerk decided to verbally attack me, saying, "I really hope you can speak English" and "I don't think someone like you can afford our merchandise." He said this soon after I entered the store.

When I went to try on the silk blouse I'd come to purchase, I heard him outside the dress- ing room chanting, "Ching chong, ching chong." There was also a female clerk on duty, and I heard them both laughing.

I've been shopping at that Kelly Green store for two years. I've never seen either employee before, and I've certainly never been treated there like this in the past. When my family emigrated to the United States from the Philippines 60 years ago, they met prejudice, but I don't think they could have imagined that in this day and age Americans would still be so pointlessly vicious to other Americans.

I'm not writing to you with the expectation of being compensated nor to threaten a law- suit. I simply want you to know that you have employees whose idea of civility is deeply flawed. The clerks are young, and I hope you can use this experience to teach them a better understanding of the dignity all people deserve.

Thank you.

Lila Oranto

P.S. I'd still like to shop at Kelly Green, but I'll be driving 30 miles out of my way to avoid returning to that store.

Sample

Below is the sample format for the assignment and tips for completing the Negative News letter.

                                                                                                                                       Company Name                                                                                                       Company Address                                                                                                       City, State Zip                                                                                                       Phone Number

                                                                                                      Date

Name of Individual Individual's Title Individual's Company Name Address City, State Zip

Dear Ms. Individual:        Use the information from Exercise 11.20 and write a letter in the modified block format. Refer to Figure 9.3 on page 129 for more information. The first paragraph explains, but does NOT give the bad news. Explain the circumstances behind the bad news. Provide detailed reasons that give a full explanation. Don't place blame or refer to company policy; instead offer reasons. Write using positive emphasis whenever possible. (Make this paragraph 5-7 lines in length.)

       In the second paragraph, give the bad news clearly, compactly, and as positively as possible. Do not apologize. Do, after you give the news, provide detailed alternatives. Use "you attitude" for your alternatives and write phrases such as "You can..." and/or "You might consider...." (Make this paragraph 5-7 lines in length.)

      Provide a goodwill ending, that gives one or two positive, forward looking statements and an offer of contact. Avoid insincere statements such as "If you need any additional assistance," or "I look forward to doing business with you." (This paragraph should be 2-3 lines in length).

                                                                                                     Sincerely,

                                                                                                     Your Name                                                                                                    Your Title (optional)

Note: Double-space between paragraphs, and include 3-4 spaces between "Sincerely," and "Your Name."