First Correspondence: Dear Ms. Delilah Flores,

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1 First Correspondence: Dear Ms. Delilah Flores, First and foremost, my wife and I would like to express our gratitude for skillful and quick paced work Denison Construction and Renovations has done for us. We are happy with our new sunroom and patio which your company is building for us. However, we have two issues with your employees behavior. Due to the location of our home and for the sake of our community, we would ask you to inform your employees, namely the construction workers, to wear more civil attire. A majority of your employees choose not to wear a shirt due to the hot weather in Arizona. In fact, the only articles of clothing they choose to wear are short shorts. We understand the weather is hot and humid, but for the sake of professionalism, we ask that they wear at least a tank top or short sleeved shirt and wear shorts of at least knee length height. The other issue pertains to the profane language they use excessively while working on our patio and sunroom. We understand this is part of the blue-collar culture, but for the sake of our neighbor s children, we would ask that they keep their profane language to a minimum. If your employees continue to show this behavior, we would consider looking for a different company for future projects. We are happy with the diligent work they do, so we will not cancel our contract with Denison. We ask that your managers or whoever oversees your construction workers to do everything in their power to comply with our request. Thank you for your time. Sincerely, Kenneth Hatcher

2 Second Correspondence: Subject: Hatchers complaints about our workers. Hi Patricia, The Hatchers from Arizona have sent in another letter of complaint about our workers and their etiquette. If customers like the Hatchers have sent in similar complaints to us, why haven t we enforced a dress code and guidelines on behavior for our employees? If we do have a dress code and a policy on language, could you forward those to our site managers? I want our company to avoid further complaints from our clients. Thank you for your time, Delilah Flores

3 Third Correspondence: Dear Mr. and Mrs. Hatcher, We from Denison are happy to inform you that we have listened to your proposals, and we are resolving the issue with our workers etiquette while working on your home. Our company has sent out a memo from our manager, Patricia Gordon, to all of our site managers and made sure our site manager working at your home gets it. In this memo, we remind our workers of our policies at Denison especially those pertaining to the dress code and language policy at our clients properties. Thank you for bringing this matter to us. We appreciate your patronage at Denison and hope you do business with us again. Sincerely, Delilah Flores Denison Customer Service Representative

4 Memorandum TO: Kristopher Lotier FROM: Michael Tang DATE: July SUBJECT: Correspondence Assignment From the four correspondence scenarios given, I chose the letter to Ms. Flores, the to Patricia Gordon, and the letter of apology to the Hatchers. Explanation of Writings For all of the correspondences I have chosen, I had to take my audience into consideration before I wrote down anything. This would apply to any form of writing, but specifically, I had to consider my audiences thoughts and feelings towards the issues. I also considered how they would react to what they are going to read. First Correspondence For the letter to the customer service representative, I decided to write in a formal style, keeping pleasantries to a minimum but still being appreciative for the business. I didn t want to be presumptuous, so I didn t ask if Denison had a language policy or dress code. I also didn t want to come off as one of those annoying customers that give people from the customer service department a hard time. In my opinion, being less annoying would help get your points across to your audience. I had to give the people working from Denison an incentive to adhere to my complaints, so I gave them a warning of avoiding future business with them. The challenge I faced in writing this letter is to keep the language formal as possible. Second Correspondence I kept the short and to the point. I had to assume Patricia Gordon knew of the details of the Hatchers complaints, so I merely addressed it to start off the . I posed two questions to Patricia one about the existence of a dress code and language policy and the other, a call to action. I wrote this strictly about business and kept pleasantries to a minimum to keep the concise. I am under the impression people in managerial positions have to deal with a lot people and s. The way that I wrote this would make the audience think I come off as blunt, at least in this form of communication. Assuming Patricia and Delilah have exchanged ideas before, I chose a less formal format for the , and the bluntness was a result of my own presumptions of their prior communications.

5 Third Correspondence In the apology letter, I did not explicitly apologize on behalf of the company. I did this not to blame anyone denounce the workers or call out the clients for complaining. I tried to be sincere since they liked the work the employers have done. I kept the letter short because I wanted the audience to hear that the issues were addressed. To give a sense of wanting to do business again, I tried to communicate in a sincere manner and expressing gratitude for their patronage. This is a letter, so I used formal language. The biggest challenge in writing this letter was keeping the customers happy and not giving them any doubts about doing business with Denison again. Summary of Strategic Thoughts An important step for writing these correspondences is to consider the relationship between you and the audiences before you address issues at hand. For most of these correspondences, I wanted to keep both parties on good terms and not sound overly imposing if necessary. I also chose to communicate to the audience based on prior communication. For example, I wrote the assuming the customer service representative and the manager exchanged thoughts frequently. Since these letters or s were addressed with the intent of doing business, I kept the language as formal as possible and kept pleasantries to a minimum.