Letters of

1. Letters of COMPLAINT PRC 25S – St. Maurice School October 22, 2013

2. Recall: Preparing for tone • Why am I writing? • To whom am I writing? • What do I want them to understand? • What kind of tone should I use?

3. Why am I writing? • What might we write complaints about? To companies: To individuals:

4. To whom am I writing? • Someone who can resolve things • Once “lower” avenues have been tried • Employer, HR representative • Company president, CEO

5. What do I want them to understand? • The situation • How you feel • Why you feel how you feel • Why you shouldn’t have been made to feel how you feel • What you wish had been done • What you think should be done

6. What kind of tone should I use? • Non-antagonistic • Possibly friendly (what does this depend on?) • Authoritative • Not dictatorial • Confidently, professionally • Constructive

7. Structuring • Appropriate greeting Bad Good

8. Structuring • Heading • Identifies the issue/product/service/person • Use a code or reference number (if applicable) “Re: Shipping for Order #860925”

9. Structuring • State the simple facts • Add relevant dates and details Bad Good

10. Structuring • State what you’d like to happen • Try to be positive Bad Good

11. How angry to sound • Determine the magnitude of the offense • Examine how communications have proceeded thus far • Decide whether or not you want to keep the bridge • Always include some positive or complimentary comment