Pdfrubricchapter 7 Persuasive Request 45 B Module

Chapter 6 – Writing a Bad News – Refused Request Message (ASSESSMENT)

Purpose:

Someone has asked you for something, and you must refuse—a very common business situation. Such messages are almost always negative, although they vary in degree of negativity. Usually in such messages you have two goals:

  1. to refuse, and
  2. to maintain goodwill.

Before you write anything, you should think through the situation and work out a strategy—that is, how you will explain or justify your decision.

Relevant Concepts:

  1. Planning Your Communication Strategy Using a Problem-Solving Approach
    (Chapter 1) and Audience Analysis Checklist (Chapter 2) Worksheets.
  2. Write for effective, positive communication using the indirect order.

Assignment Instructions:

This is the communication necessary in conducting the company’s business.

The suggestions for writing these messages are much the same as for those types previously discussed. The need for clarity, correctness, and courtesy should guide these efforts.

To write this message, writers should do the following:

  • Plan your communication strategy using the Problem-Solving Approach and Audience Analysis Checklist handouts.
  • Organize using the indirect order and the message plan(s) for a bad news/refused request message
  • Choose the appropriate tone (casual, moderately formal, or formal)
  • Be clear and courteous
  • Order the information logically
  • Close in a way that builds goodwill

Review the examples of refused request messages from the text.

Write the message to meet the indirect-order message plan for a Refused Request message (appropriate document format/open/body/close) and appropriate writing style

Scenario:

Ashley Arnett, a hard-working bank teller, has sent a request asking that the company create a program to reimburse the tuition and book expenses for employees taking college courses. Although some companies have such a program, First Federal has not felt that it could indulge in such an expensive employee perk. Moreover, the Chief Executive Officer is not convinced that companies see any direct benefit from such a program. Employees improve their educational credentials and skills, but what is to keep them from moving that education and skill set to another employer?

First Federal has over 200 employees. If even a fraction of them started classes, the company could see a huge bill for the cost of tuition and books. Because the bank is facing stiff competition and its profits are sinking, the expense of such a program is out of the question. In addition, it would involve administration–applications, monitoring, and record-keeping. It’s just too much of a hassle. When employees were hard to hire and retain, companies had to offer employment perks. But with a soft economy, such incentives are unnecessary.

As director of Human Resources, send an individual response to Ashley Arnett. The answer is a definite no, but you want to soften the blow and retain the loyalty of this conscientious employee.

Submission Instructions:

  1. Save the revised message file using the following format: Lastname-Firstname-Ch6-Refused Request
    (For example: Carcioppolo-Joann-Ch6-Refused Request).
  2. Attach your revised message file as a Microsoft Word or Rich Text Format (RTF) document and click submit using the instructions on the Canvas Student Guide-How do I submit an online assignment
  3. Submit the Planning the Message Worksheet, Audience Analysis Worksheet, and revised Refused Request document as three separate files for grading.

Canvas Student Guides:

Grading Rubric:

The grading rubric for this assignment is located at the bottom of this page.

Attachment(s):

Note: The Problem-Solving form is available as a fillable PDF and an RTF files in the event you have had issues with the fillable PDF form.

  1. Using the Problem-Solving Strategy for Planning the Message [FILLABLE BLANK WORKSHEET].pdf
  2. Using the Problem-Solving Strategy for Planning the Message [BLANK WORKSHEET].docx
  3. Chapter 2 – Planning the Message – Audience Analysis Checklist [BLANK WORKSHEET].docx
  4. Audience Analysis Checklist [FILLABLE BLANK WORKSHEET].pdf
  5. Chapter 6 – Writing a Bad News Message – Refused Request (ASSESSMENT-2).pdf

Rubric

Chapter 6 – Document for Analysis -Adjustment Refusal

Chapter 6 – Document for Analysis -Adjustment Refusal

Criteria Ratings Pts

This criterion is linked to a Learning OutcomePlanning and Audience Analysis Worksheets

5.0 to >3.0 pts

Proficient

Both the Planning and Audience Analysis worksheets were completed and submitted.

3.0 to >2.0 pts

Competent

Only one of the Planning and Audience Analysis worksheets were completed and submitted.

2.0 to >0 pts

Needs Improvement

Both the Planning and Audience Analysis worksheets were submitted; however, one or the other was not completed in its entirety – OR – Neither the Planning nor the Audience Analysis worksheets were submitted.

5.0 pts

This criterion is linked to a Learning OutcomeDocument Format/DesignUses the appropriate document format/design for either an internal-operational or external operational message (Chapter 2 and/or Bonus Chapter A)

1.5 to >1.25 pts

Procient

Formatted correctly using appropriate format based on internal- or external-operational message; includes all appropriate parts; is appropriately aligned on page.

1.25 to >0.5 pts

Competent

Mostly formatted correctly using appropriate format based on internal- or external-operational message; OR missing three to five of the appropriate message parts; OR is not appropriately aligned on page.

0.5 to >0 pts

Needs Improvement

Is not formatted correctly using the appropriate format based on internal- or external-operational message; AND/OR is missing most of the appropriate message parts; AND/OR is not appropriately aligned on page. No assignment submission.

1.5 pts

This criterion is linked to a Learning OutcomeMessage Organization – Indirect Plan – Opening Paragraph

5.0 to >4.0 pts

Proficient

Opens indirectly, begins with words that are on subject-shows you are responding to the adjustment request, are neutral about the decision, and sets up your strategy

4.0 to >2.0 pts

Competent

Opens directly, OR DOES NOT begin with words that are on subject-shows you are responding to the adjustment request, are neutral about the decision, and sets up your strategy

2.0 to >0 pts

Needs Improvement

Opens directly, AND DOES NOT begin with words that are on subject-shows you are responding to the adjustment request, are neutral about the decision, and sets up your strategy. No assignment submission.

5.0 pts

This criterion is linked to a Learning OutcomeMessage Organization – Indirect Plan – Body/Content

8.5 to >7.5 pts

Proficient

Presents the reasons for the denial using positive language and the “you viewpoint”; AND, presents points convincingly using appropriate words for effect; AND, makes the refusal clearly without any negative words; AND offers a compromise or alternative solution.

7.5 to >2.75 pts

Competent

Does not meet one or more of the message plan requirements: DOES NOT present the reasons for the denial using positive language OR the “you viewpoint”; OR DOES NOT, present points convincingly using appropriate words for effect; AND/OR, DOES NOT make the refusal clearly without any negative words; OR offer a compromise or alternative solution

2.75 to >0 pts

Needs Improvement

DOES NOT present the reasons for the denial using positive language AND/OR the “you viewpoint”; AND/OR DOES NOT, present points convincingly using appropriate words for effect; AND/OR DOES NOT make the refusal clearly without any negative words; AND/OR offer a compromise or alternative solution. No assignment submission.

8.5 pts

This criterion is linked to a Learning OutcomeMessage Organization – Indirect Plan – Closing

5.0 to >4.0 pts

Proficient

Ends with an adapted goodwill comment, positive, forward-looking, friendly words.

4.0 to >2.0 pts

Competent

Does not end with an adapted goodwill comment OR positive, forward-looking, friendly words

2.0 to >0 pts

Needs Improvement

Does not end with an adapted goodwill comment AND positive, forward-looking, friendly words. No assignment submission.

5.0 pts

Total Points: 25.0

Chapter 7 – Writing a Persuasive Request Message – Benchmark
Purpose:

To write a skillful persuasive request that begins indirectly, develops convincing reasoning using one or more appeal (emotional, logical, and/or character-based); and closes with goodwill and action.

Before you write anything, you should think through the situation and work out a strategy—that is, how you will explain or justify your decision.

Relevant Concepts:

  1. Determining the effectiveness and/or weaknesses of a message.
  2. Planning Your Communication Strategy Using a Problem-Solving Approach (Chapter 1) and Audience Analysis Checklist (Chapter 2) worksheets
  3. Revising for effective, positive communication

Assignment Background:

Earlier this semester you were asked to submit an indirect persuasive request to your employer (me), with the goal of convincing me to begin a tuition/book reimbursement program at First Federal Bank. You wrote that message before we learned about setting up a message based upon a message plan.

You can access your original submission in the Module 1.0, module page 1.7 assignment – OR – contact me and I’ll send it to you.

Scenario:

After working a few years, you decide to extend your college education on a part-time basis. You know that your education can benefit your employer, but you can’t really afford the fees for tuition or books. You’ve heard that many companies offer reimbursement for fees and books when employees complete approved courses with a grade of C or higher.

As a hard-working employee of First Federal Bank and Trust, write a memo to the Chief Executive Officer, Joann Carcioppolo, persuading her to start a tuition/book reimbursement program.

Assignment Instructions:

Indirect-order, persuasive messages are effective when a writer must use convincing appeals/reasoning, make a call to action, and close with goodwill.

Step 1: Review your original persuasive request submitted as the benchmark writing assignment in week one.

Step 2: On a new document, LIST weaknesses/shortcomings (if any) in the indirect-order persuasive message from your original benchmark submission, based on:

  1. the general plan for indirect-order, persuasive messages using one or more appeals,
  2. the suggestions for developing the strategy using the indirect-order for persuasive request messages (LO 7-1 and LO 7-2),
  3. the appropriate format and letter parts from Chapter 2 and Bonus Chapter A; and,
  4. the appropriate writing style suggestions from Chapter 4 (LO 4-1 through LO 4-16).

* Cite your reasons based on the appropriate chapter and learning objective.

Step 3: Plan your communication strategy using the Problem-Solving Approach and Audience Analysis Checklist BLANK worksheets from Chapters 1 and 2 attached here.

Step 4: Revise the message to meet the indirect-order message plan for a Persuasive Request (appropriate document format/open/body/close) and appropriate writing style. Use the grading rubric to ensure you meet the highest level of competency.

Submission Instructions:

  1. Save the file using the following format: Lastname-Firstname-Ch7- Benchmark Re-write
    (For example: Carcioppolo-Joann-Ch7-Benchmark Re-write).
  2. Attach your revised message file as a Microsoft Word or Rich Text Format (RTF) document and click submit using the instructions on the Canvas Student Guide-How do I submit an online assignment
  3. Submit the Planning the Message Worksheet, Audience Analysis Worksheet, and revised Adjustment Claim document as three separate files for grading.

Canvas Student Guides:

Grading Rubric:

Review the “Grading Rubric” below to view the grading requirements for this assignment.

Attachment(s):

Note: The Problem-Solving form is available as a fillable PDF and RTF files in the event you have had issues with the fillable PDF form.

  1. Using the Problem-Solving Strategy for Planning the Message [FILLABLE BLANK WORKSHEET].pdf
  2. Using the Problem-Solving Strategy for Planning the Message [BLANK WORKSHEET].docx
  3. Chapter 2 – Planning the Message – Audience Analysis Checklist [BLANK WORKSHEET].docx
  4. Audience Analysis Checklist [FILLABLE BLANK WORKSHEET].pdf
  5. Chapter 7 – Writing a Persuasive Request Message – Benchmark Rewrite (WRITING ASSIGNMENT) Instructions-1.pdf

Rubric

Chapter 7 Persuasive Request Benchmark Rewrite

Chapter 7 Persuasive Request Benchmark Rewrite

Criteria Ratings Pts

This criterion is linked to a Learning OutcomeDocument Format

1.5 to >1.25 pts

Proficient

Formatted correctly using appropriate format for delivery; includes all the appropriate message parts

1.25 to >0.5 pts

Competent

Two to three formatting issues

0.5 to >0 pts

Needs Improvement

More than three formatting issues OR not completed

1.5 pts

This criterion is linked to a Learning OutcomeOpen-Indirect

5.0 to >4.0 pts

Proficient

Opens with at least one winning appeal that GAINS ATTENTION; AND, sets up your strategy

4.0 to >2.5 pts

Competent

Begins directly AND/OR Does not begin with a winning appeal that GAINS ATTENTION; AND/OR does not use neutral words to set up strategy

2.5 to >0 pts

Needs Improvement

Begins directly AND does not begin with a winning appeal that GAINS ATTENTION; AND does not use neutral words to set up your strategy

5.0 pts

This criterion is linked to a Learning OutcomeBody/Content

6.5 to >6.0 pts

Proficient

Presents the persuasive strategy using persuasive language and the “you viewpoint”; AND, presents points convincingly using appropriate words for effect; AND, makes the request clearly without any negative words

6.0 to >3.0 pts

Competent

Does not meet one or more of the message plan requirements:does not presents the persuasive strategy using persuasive language and the “you viewpoint”; AND/OR, does not presents points convincingly using appropriate words for effect; AND/OR, does not make the request clearly without any negative words

3.0 to >0 pts

Needs Improvement

Does not present the persuasive strategy using persuasive language and the “you viewpoint”; AND, does not present points convincingly using appropriate words for effect; AND, does not make the request clearly without any negative words

6.5 pts

This criterion is linked to a Learning OutcomeClosing

5.0 to >4.0 pts

Proficient

Ends with an adapted goodwill comment; AND, with words that recall the appeal

4.0 to >2.5 pts

Competent

Does not end with an adapted goodwill comment; AND/OR, does not end with words that recall the appeal

2.5 to >0 pts

Needs Improvement

Does not end with an adapted goodwill comment; AND, does not end with words that recall the appeal

5.0 pts

This criterion is linked to a Learning OutcomePlanning and Audience Analysis Worksheets

2.0 to >1.75 pts

Proficient

Both the Planning and Audience Analysis worksheets were completed and submitted.

1.75 to >1.25 pts

Competent

Only one of the Planning and Audience Analysis worksheets were completed and submitted.

1.25 to >0 pts

Needs Improvement

Both the Planning and Audience Analysis worksheets were submitted; however, one or the other was not completed in its entirety – OR – Neither the Planning nor the Audience Analysis worksheets were submitted

2.0 pts

Total Points: 20.0

 
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