Warm-Up 4 doesn't give you any marks (!), but it is, perhaps, a way for you to see the collective wisdom of the group about two key areas in the In-Tray exam: complaining and apologising. Since you don't get any marks for it, you don't have to do it either - but I'm sure that your contributions will be gratefully received by everyone else, if you do!
You publish your Warm-Up 4s as comments to this blog post.
The In-Tray Exam is based on the idea that you work for a temporary agency (like Manpower) and have been sent in to cover the work of one of the people employed by one of the companies on this course. An in-tray is the plastic or metal tray on your desk into which all the paperwork you have to deal with is placed. When you've dealt with it, it's transferred to your 'out-tray' to be sent off or filed.
The exam itself will be posted on the course web site on Friday, 25th November (via the Module 4 section of the site). It's a .pdf document which you can either download or read directly from the screen. When you read it, you'll notice that there are four writing tasks to complete, but you're given three complete sets of tasks to choose between, one for each of the companies in the course materials.
You don't have to stick to the same company for all four tasks - you can switch from one company to another, or you can stay with the same company all the way through.
You submit your In-Tray Exam to David Richardson as a Word document by e-mail. (If you're using Microsoft Works, rather than Word or an equivalent, remember to save the document as an .rtf - Rich Text Format - document, or David won't be able to open it).
When the exam's been received, David will print it on paper, mark it manually, write a mark and commentary for each task, and, finally, add your In-Tray Exam marks to the marks you've received for your Warm-Ups and Send-Ins. When the total exceeds 60 marks, you've passed, and when the total exceeds 80 marks, you've got a 'VG'. Your marks are reported on LADOK, the Swedish national university computer, more or less the same day the exam's marked.
When everything's finished, David puts your exam, the commentary and a statement of your total marks into an envelope and posts it to whatever address we have for you (if you've recently moved, or haven't given us your address, please let us know your current address as soon as possible). He'll also send you a mail straightaway with your final result.
At the end of the final mail is a link to the on-line course evaluation. This is totally anonymous - and, besides, you've already got your mark, so you can say what you like! Feedback from you is very valuable to us (even if you don't get any direct benefit from it!) and all of us on the course team greatly appreciate hearing what you've thought of the course.
Good luck with the exam! The due date is 18th December … but, as usual, we'll be understanding if you're a little late.
Complaining
ReplyDeleteBefore complaining it is important to have a clear idea about why you are dissatisfied and what exactly went wrong. Furthermore it should be clear what you want to achieve by complaining. You should present all facts clearly and stay calm. Be clear about what you think would resolve your complaint. And don´t to forget, the language has to be definite and firm but not impolite and aggressive.
Apologizing
You must apologize in a very direct and concise manner, and this includes stating clearly what it is that your apology is referring to. Giving excuses is not the best way to do when apologizing. Give honest and sincere reasons as to why the mistake happened instead. Don't try to pawn it off on someone else. You can acknowledge it personal or put it in more general way by using the plural form "we" in case you are the representative of the company.
Give clear cut directions as to what you want to do to correct the problem, and prevent it from happening in the future. The language has to be friendly and clear.
Karin Smedman said...
ReplyDeleteComplaining
1. Keep your comments factual and dispassionate.
2. Be clear of what´s happened without being emotive.
3. Explain what kind of compensation you expect from them.
4. Use a polite neutral language and try not to blame others.
Apoligizing
1. Acknowledge that a mistake has been made.
2. Do not make excuses but give an indication about how you are going to put things right.
3. Be clear of what kind of compensation you suggest and if it´s not the kind of compensation they are asking for in their letter of complaint, tell them the reason why.
Annelie Berntsson said:
ReplyDeleteHi Emma,
I heard about your problems with Västervik Experience. I was so upset that I made a memo for you to use when you write a letter of complaint. Maybe I should send the memo of apologizing to Västerik Experience, they surely could use it right now! :)
Complaining
Please be aware of that it often sounds stronger that you feel when you read the letter. Choose your words well.
Chose a diplomatic way to complain, for example you could use ”your company may not realize this but..”
If you rather be sharp you may use ”it is with regret we must inform you that...” or ”...you will be hearing from our legal advisors in this matter.”
Be polite and use a formal language
Start with Dear Mr/Mrs and end with Yours sincerely.
Apologizing
When you´re apologizing it´s important to acknowledge that someone made a mistake.
You have to avoid making excuses, but instead describe how you will put things right. Maybe you can compensate them with giving them a discount?
Use formal language, be polite
Start with Dear Mr/Mrs, and end with yours sincerely.
Best wishes to you Emma, please get back to me and tell me how it ended.
Yours,
Annelie
Det ska vara punkter framför Apologizing & Complaining, det försvann av någon anledning. Ta hänsyn till detta tack! Mvh Annelie Berntsson
ReplyDeleteWhen you are writing formally, it is important to avoid miner errors such as a capital letter, count and uncount nouns etc. This is of course important regardless of the language in which you write, all languages have their guidelines. Have clear headings, so the readers know what the text is about. Be aware of the cultural differences, for example be careful not to complain so a Chinese loses face.
ReplyDeleteComplain
As the literature suggests, you should use facts when you complain. One should not express feelings and emotions and focus on material objects rather than people. Avoid blaming and provide an opportunity for a way out.
Apologize
Apologize by acknowledge that a mistake has been made but avoid whitewashes. Provide proposals on possible solutions.
Complaining:
ReplyDeleteThe first step in complaining is to clearly present the problem. Before complaining review what happened and think about your options and rights. When complaining use a formal and politely language. Think about how the person you are writing to will react. If you attack the person with your accusation, that person will probably get angry and defend his/her self by attacking you. Even if you feel very angry and hurt, it will not help your case if you show this sign of weakness to your opponent. Keep the language neutral but make sure the recipient understands that you are disappointed and that you cannot accept this kind of behavior.
Apologizing:
You should start the apology letter by saying that you are sorry to the recipient. You want the intent of the letter to be clear. Next you should give an explanation as to what went wrong and how you plan to rectify the situation. Then you should try to rectify the problem. To close off the letter you should apologize again. The sooner an apology letter is written and sent out the better it is for the relationship
Complaining and apologizing
ReplyDeleteA. Complaining
Who am I complaining to? What are the consequences of the complaining? Before a person start with complaining, the best strategies for complaining effectively is to think of a appropriate strategy, which will give the person who is complaining what he/she wants. An advice is to give a concrete situation of what happened and why am I complaining. It is good to think of a suitable strategy that will help the complaining. It is also important to be as correct as possible and to complain in a language that will help the situation and choose the words carefully. Therefore a good advice is to complain in a diplomatic way and know how to express what you wants, for e.g. “ I did not order this” or “there appears to be a mistake in my order”.
B. Apologizing
When a person apologize it is important to use the right words and try to show that you truly mean it and avoid of trying to make excuses, for e.g. “ I am sorry, I know we promised you this certain watch but it is not our fault, the delivery company made a mistake”. Therefore it is important to acknowledge that a mistake has been made, for e.g. “ I am sorry, I know we promised you this certain watch, but we will do our best to order it again and you will also be given a discount”. Depending on the situation it is up to the person who is apologizing to be personal or not. I believe, it is important to be as sincere as possible but be careful of not bring down the company name or your own.
Complaining:
ReplyDelete1. Background: This section describes the situation. The best way to do not forget any detail is using “the five w”: what?, who?, where?, when? And why?.
2. Problem- cause and effect: When you explain the problem you must be dispassionate, the tone should not be aggresive. Furthermore it is very important to write enough details of what happened to avoid a letter back of the receiver with questions because he has not understand something. You must be as clearly as possible.
3. Solution: you can propose a solution but it is not threatening to mention legal action if it is not very serious situation.
4. Warning (optional): Look for a point you can put them on warning, forcing them a little to solve the problem.
5. Closing: It usually ends telling what you expect of them “I look forward to...”
Apologizing:
1. Apologize
2. Give a explanation: you must show sincere and credible.
3. Try to rectify the problem: give a possible solution or reward.
4. Closing: Apoligize again and end with “Sincerely” and sign.
There are some really good ideas here!
ReplyDeleteHere's some general advice from me (without me giving you the answers!):
Complaining
Ask yourself why you're complaining - what result are you trying to achieve by writing the letter? If you're just trying to let off steam, it's probably better not to even bother sending the letter!
So … keep your complaint dispassionate and factual. Explain the situation and set out clearly what you expect the other party to do. They might still say 'no', but you've established a 'paper trail' of documents in which you were being very reasonable. However, you're trying to let them know what they have to do to get rid of you! Usually people are just delighted that you've made it so easy for them, so they just do what you ask.
If you then need to get heavy with them and call in the lawyers, everyone will be able to see that you at least tried.
Apologizing
Say sorry the very first thing you do. If you start explaining and fixing before you've written "We would like to apologize for …" (or some equivalent phrase), it sounds as if the apology is an afterthought (i.e. you don't really mean it).
Imagine if your partner forgot your birthday or something like a wedding anniversary. If they came along the next day and say, "OK, I've booked a table to eat out tonight, and here's some money for some new clothes as a present … and I'm sorry I missed it yesterday", you'd probably not be totally convinced of their sincerity!
Remember, too, to present alternatives … but to let the client decide. You've let them down, so you need to avoid presenting ready-made solutions which might suit you, but might make them even more irritated. Think of the situation I've just given in the paragraph above: is a meal out and some money enough to make up for forgetting your birthday?
Natalia Carlsson
ReplyDeleteComplaining
When you have to complain, you have to inform the company about the mistake they have made. When doing that you have to be formal and polite. To be emotive and blaming is a wrong strategy. You have to point out the mistake and give facts. You have to be clear about what you expect the company should do to correct their mistake. In some cases you can write that if the problem is not solved within some reasonable period of time, you can take legal action.
Apologising
If you have made a mistake, you have to acknowledge it and suggest a solution to the problem. The plan of how you are going to correct the mistake should be clear. You should also point out when you expect the problem will be solved. You should not make excuses or try to blame somebody else. I think it is good to write that you hope that the incident is not going to have a negative effect on your business relationship. When writing you should be formal and polite.
My personal experience
Last year I bought a scarf on Tradera (a Swedish eBay). The company was selling scarfs in different colors. I bought a purple scarf, but I got a pink one. I wrote to the company and pointed out their mistake. I asked if they wanted me to send the pink scarf back to them. A man working for the company called me some minutes later and apologised for their mistake. He was very polite. He told me that I could keep the pink scarf and they would send a purple one. I got my purple scarf a day later.
Olga Golopolosova said...
ReplyDeleteI use to think people complained because they had a lot of problems. But I have come to realize that they have problems because they complain. Complaining doesn’t change anything or make situations better. It amplifies frustration, spreads discontent and discord, and can invoke an invitation for the destroyer to cause havoc with our lives.
Apologising is to pay a debt and like owing money to a bank, if you can repay the debt you will be able to have a fresh start for a new loan if you need one. If you repay God’s debt by apologising, God will give you a refreshed mind for a new start.