BUSINESS LETTERS

Business letters are the life-breath of business. Despite the availability of telephone, faxetc. which
are very fast, conventional mail is still very popular. People like the feel of a good old “letter” in
hand. It also increases the reach of a business house. A letter is written to reach where you cannot
reach yourself, and say what you cannot say yourself personally. Thus a letter plays the role of your
representative or ambassador. All the qualities of a good ambassador – the polish and the courtesy,
the knowledge and the convincing power – have to be there in a good business letter.

Types of letters

1. Personal (to a friend or within a family)

2. Social (invitations, death notices, etc.)

3. Official (from government or its corporations, etc.)

4. Business (trade enquiries, orders, complaints, import-export correspondence, etc.)

5. Miscellaneous (letters to the editor etc.)

1. Personal letters: These being letters to friends and family, express emotions or

give news in an informal manner. They are often handwritten and have little restriction of style and
format. Sometimes one uses a card with a printed message or greeting and adds something of one’s
own.

2. Social letters: these are in the form of invitations (to a wedding, a dinner, etc.)and follow a certain
format, sometimes with ample use of the imagination. Death notices are also sent in a standardized
format.

3. Official letter – They originate from government offices, corporations etc. and move within the
narrow restrictions of law. Hence they sound very formal. A distinct and limited vocabulary is used in
such letters.

4. Business letters – These are letters from business houses to their customers or other business
houses or to statutory bodies; they are also from individuals to business houses. The aim of these
letters is to increase one’s business prospects, and hence tact and persuasive power is used in
writing them.

A classification of business letter are:

 Enquiries and replies

 Quotations, estimates and tender notices
 Orders and letters informing their fulfilment
 Circular letters
 Letter requesting payments
 Sales letters
 Complaints and replies
 Goodwill letters
 Credit and status enquiries

5. Miscellaneous letters – These include letters to the editor, open letter to famous persons, letter
by non- government organization etc
Importance / advantages of business letters

 Drafting at convenience
 Reaches far and wide
 A record for purpose of law
 A record for reference
 Solidifies business brand
 Helps to expand business
 Saves money in communication
 Convenient for giving unpleasant news

Essentials of a good business letter

 Correctness
 Completeness
 Clarity
 Conciseness
 Courtesy
 Consideration
 Concreteness
 Convincing power

The layout of BUSINESS LETTERS

The Business letters are a sort of company visiting card. The most frequently used layout of

business letters is the block style, where all elements are aligned with the left-hand margin, except
the heading, which is usually centred.

The Heading The heading is the part of a business letter that contains the name of the firm sending
the letter, it is usually printed on the letter paper and contains information about the firm, logo,
name, style, full address, telephone, telex, fax numbers, e-mail addresses and web site.

The Date The date states the day when the letter was written and is usually placed just under the
heading, either on the right or on the left.

The Inside AddresThe inside address is always present in a business letter, as it states the name and
address of the company you are writing to. There are three cases:

1. the name of the firm is made up of proper names, or the letter is addressed to a single person;

2. the name of the firm does not include proper names;

3. the firm is a company limited by shares.

1. In the first case, you will use a courtesy title:

- Mr., if the addressee is a man;

- Mrs., if the addressee is a married woman;

- Miss, if the addressee is an unmarried woman;

- Ms., if the addressee is a woman, whose marital status is not known. If the company

name is made of two or more proper names, you will use:

- Messrs, it is used as the plural form of Mr.

2. In the second case you will use The in front of the name. Examples: The chamber of

Commerce

3. In the third case you will simply copy the name of the company. Examples: Brookstone Co.

Ltd

The Attention Line This is not always present in a business letter and you will place it just below the
inside address.

The Salutation The salutation is always present is business letters and it is placed under the inside
address.

Dear Sir/Madame Dear

Sir/Madame

The letter is addressed to a single person, whose name

is know.

Dear Mr. Brown

Dear Miss Brown

Dear Mr. Brown

Dear Miss Brown

The letter is addressed to more than one person, a

company, an authority/agency.

Dear Sir Gentlemen

The body of the letter The body of the letter contains the reason for the letter. The body usually
consist of three parts:

1. (first): introduction; 2. (second): object; 3. conclusion.

2. The complimentary close Is always present in a business letter, as it is a form of courtesy to end
the letter. The signature Is always present in a business letter, as is states the person who wrote, or
dictated.

Closing: (space) Respectfully yours, (double space) Signature:

POSITIVE AND NEGATIVE MESSAGES:

Effective positive and negative messages have basically the same three goals in mind:

• Be clear

• Be concise

• Preserve goodwill

Positive Messages— Characteristics

Positive messages share the following traits:

 Are routine and straightforward

 Help workers conduct everyday business
 Make up the bulk of workplace communication
 Requires solid writing skills

Types

 Simple requests for information or action

 Replies to customers
 Explanations to co workers
 Instructions
 Direct claims and complaint

Channels Used for Positive Messages

 Memos
 Letters
 Social media networks
 Blogs
 IM and text messages

Effective Positive Messages and the Writing Process

Phase 1: Analysis, Anticipation, and Adaptation

 Do I really need to write this, memo, or letter?

 Why am I writing?
 How will the reader react?
 What channel should I use?
 How can I save my reader’s time?

Phase 2: Research, Organization, and Drafting

 Collect information.
 Choose the best organizational strategy.
 Compose the first draft.
 Group similar information together.
 Keep your paragraphs short.

Phase 3: Revision, Proofreading, and Evaluation

 Is the message clear?

  Is the message correct?
 Did you plan for feedback?
 Will this message achieve its purpose?
Negative Messages Communicating Bad News:

Goals in Communicating Bad News

 Make the receiver understand and accept the bad news

 Maintain a positive image of you and your organization
 Reduce bad feelings
 Convey fairness
 Eliminate future correspondence
 Avoid creating legal liability or responsibility for you or your
organization.

PATTERNS OF NEGATIVE MESSAGES:

The Indirect Pattern

Buffer: A neutral or positive opening that does not reveal the bad news.

Reasons: An explanation of the causes for the bad news.

A clear but understated announcement of the bad news; may include alternative or
compromise Bad News

Closing: A neutral or positive opening that does not reveal the bad news.

Applying the Writing Process

1.(Prewriting: Analyze/Anticipate/Adapt)

 Analyze the bad news.

 Anticipate the effect of the bad news on the receiver.

If the bad news is serious, use techniques to reduce the pain.

If the bad news is minor, announce it directly.

ii. Writing: Research/Organize/Compose

 Gather information and brainstorm for ideas.

 Jot down all reasons you have to explain the bad news.
 List your strongest reasons first.
 Outline the indirect pattern.

3.Revising: Edit/Proofread/Evaluate

 Put yourself in the receiver’s shoes.

 Is the message too blunt? Too subtle?
 Is it clear?
 Proofread for format, punctuation, and correctness.

Avoiding Three Causes of Legal Problems

 Abusive language
 Language that harms a person’s reputation
  Defamation

Strategy for Delivering Bad News:

 Buffer
 Reasons
 Best news
 Compliment
 Appreciation
 Agreement
 Facts
 Understanding
 Apology
 Cautious explanation
 Company policy explanation
 Positive words
 Evidence that matter was considered fairly and seriously

Techniques for Delivering Bad News Sensitively

Buffering the Opening

 Start with the part of the message that represents the best news.
 Pay a compliment, show appreciation for a past action, or refer to something
mutually understood.

Buffering the Opening

 Avoid raising false hopes or thanking the receiver for something you are
about to refuse.
 Consider apologizing if you or your company erred. If you apologize, do so
sincerely and take responsibility.

Presenting the Reasons

 Explain clearly why the request must be denied, without revealing the refusal.
 Show how your decision benefits the receiver or others, if possible.

Presenting the Reasons

 Explain company policy without using it as an excuse.

 Choose positive words. Avoid negative words such as cannot, claim, denied,
error, failure, unwitting.
 Show that the matter was treated seriously and fairly.

Cushioning the Bad News

Consider positioning the bad news strategically by sandwiching it between other

sentences. Consider subordinating the bad news (although we can’t loan our
equipment, we wish you well in…)Consider using the passive voice (although our
equipment can’t be loaned…).

Cushioning the Bad News Accentuate the positive by describing what you can do,
not what you can’t do. Consider implying the refusal, but be sure it is clear. Suggest
a compromise or an alternative, if available.
Closing Pleasantly

 Look forward to future relations.

 Supply more information about an alternative, if you have presented one.
 Offer good wishes, compliments, or freebies (coupons, samples, gifts).
 Avoid referring to the refusal.
 Use resale or sales promotion if appropriate.

Call the individual involved.

 Describe the problem and apologize.

 Explain Why the problem occurred
 What you are doing to resolve it
 How you will prevent it from happening again.
 Follow up with a letter that documents the phone call and promotes goodwill.

2.0 Report Writing

2.1 Objective of Report Writing

A report is written for a clear purpose and to a particular audience. Specific information and

evidence are presented, analysed and applied to a particular problem or issue. The

information is presented in a clearly structured format making use of sections and headings so

that the information is easy to locate and follow. The report brief may outline the purpose,
audience and problem or issue that your report must address, together with any specific

requirements for format or structure.

A report is a document which describes an opinion, situation etc. through observation,

enquiry, collection of data etc.,

A report differs from other written communication in the following ways

1. A report is objective and projects the facts of a situation.

2. A report researchers data from outside sources, analyses them, draws conclusions and

Make a recommendations.

3. The language of a report is concise and concrete with a defined outline.

4. A report, during its presentation of data, tends to use tablets, charts and diagrams to make

the matter easy.

5. Longer reports should give a summary so that the receiver may get the content in a nutshell.

Purpose of the report

 To inform about a department’s company’s or individual progress.

 To tell the facts of an event for future reference or management action.
 To argue out a course of action.
 To help to take a well-informed stand on a problem or controversy

2.2 Types of Reports

Different types of reports used in business are:

Informational reports. These reports present facts about certain given activity in detail

without any note or suggestions. Whatever is gathered is reported without giving any thing by

way of either explanation or any suggestion. A vice-chancellor asking about the number of

candidates appearing at a particular examination naturally seeks only information of the fact

(candidates taking up the examination) of course without any comment. Generally such

reports are of routine nature. Sometimes they may fall under statutory routine category. A

company registrar asking for allotment return within the stipulate period is nothing but

informational routine, falling under statutory but routine report.

Analytical reports. These reports contain facts along with analytical explanations offered by

the reporter himself or may be asked for by the one who is seeking the report. Such reports

contain the narration of facts, collected data and information, classified and tabulated data

and also explanatory note followed by the conclusions arrived at or interpretations. A

company chairman may ask for a report on falling trends in sale in a particular area. He will
in this case be naturally interested in knowing all the details including that of opinion of any

of the investigator.

Research reports. These reports are based on some research work conducted by either an

individual or a group of individuals on a given problem. Indian oil company might have

asked its research division to find some substitute for petrol, and if such a study is conducted

then a report shall be submitted by the research division detailing its findings and then

offering their own suggestions, including the conclusions at which the division has arrived at

as to whether such a substitute is these and if it is there can the same be put to use with

advantage and effectively. All details shall naturally be asked and has to be given. In fact

such a report is the result of a research.

Statutory reports. These reports are to be presented according to the requirements of a

particular law or a rule or a custom now has become a rule. The auditor reports to company

registrar has to be submitted as per the requirements of country legal requirement. A return

on compensation paid to factory workers during a period by a factory has to be submitted to

competent authorities periodically. These reports are generally prepared in the prescribed

form as the rules have prescribed.

Non statutory reports. These reports are not in the nature of legal requirements or rules

wants, therefore, the reports are to be prepared and submitted. These reports are required to

be prepared and submitted: (i) for the administrative and other conveniences,(ii) for taking

decision in a matter (iii) for policy formulations, (iv) for projecting the future or (v) anything

alike so that efficient and smooth functioning maybe assured and proper and necessary

decision may be taken with a view to see that everything goes well and the objectives of the

organization are achieved with assured success.

Routine reports. These reports are required to be prepared and submitted periodically on

matters required by the organization so as to help the management of the organization to take

decisions in the matters relating to day to day affairs. The main objectives of routine reports

are to let the management know as to what is happening in the organization, what is its

progress where the deviation is, what measures have been taken in solving the problems and

what to do so that the organization may run smoothly and efficiently. Routine reports are

generally brief. They only give the facts. No comments or explanations are usually offered in

such reports. Generally forms are prescribed for preparation and submission of such reports.
Special reports. Such a type of report is specially required to be prepared and submitted on

matters of special nature. Due to an accident a death of the foreman has occurred in a factory.

The factory manager may ask for a detail report from the head foreman. Such a report is

classified as special reports. These reports contain not only facts and details but they may

contain suggestion, comments and explanations as well.

2.3 Format of a Report

Report has two formats:

1. Memo Format, when it is written within your department or company.

2. Letter Format, when it is written for outside your company.

Short Reports are usually one page (two pages maximum).

2.4Parts of a report

There are usually 4 parts.

1. Summary

2. Background (which is optional and not always necessary)

3. Body (main contents) The content may even include a simple, small chart or diagram (if it

contains lots of information, is complex or several pages, then include it in the “attachments”

section).

4. Recommendation or Conclusion (use either one, depending on the subject/purpose of your

report).

Sample Memo Report

TO: Rajesh Gupta, Marketing Executive

FROM: Ravi Sampat, Market Research Assistant

DATE: January 14, 2014

SUBJECT: Fall Clothes Line Promotion

Market research and analysis show that the proposed advertising media for the new fall lines

need to be reprioritized and changed. Findings from focus groups and surveys have made it

apparent that we need to update our advertising efforts to align them with the styles and

trends of young adults today. No longer are young adults interested in sitcoms as they watch

reality televisions shows. Also, it is has become increasingly important to use the internet as a

tool to communicate with our target audience to show our dominance in the clothing industry.

Internet Advertising
XYZ Company needs to focus advertising on internet sites that appeal to young people.

According to surveys, 72% of our target market uses the internet for five hours or more per

week. The following list shows in order of popularity the most frequented sites:

 Google
 Facebook
 Myspace
 EBay

Shifting our efforts from our other media sources such as radio and magazine to these popular

internet sites will more effectively promote our product sales. Young adults are spending

more and more time on the internet downloading music, communicating and researching for

homework and less and less time reading paper magazines and listening to the radio. As the

trend for cultural icons to go digital, so must our marketing plans.

Television Advertising

It used to be common to advertise for our products on shows like KBC(Kaon Banega

Corerapati) and DID(Dance India Dance) for our target audience, but even the face of

television is changing. Young adults are tuning into reality television shows for their

entertainment. Results from the focus group show that our target audience is most interested

in shows like Indian Idol, and Sa Re Ga Ma, At Blue Incorporated, we need to focus our

advertising budget on reality television shows and reduce the amount of advertising spent on

other programs.

By refocusing our advertising efforts of our new line of clothing we will be able to maximize

the exposure of our product to our target market and therefore increase our sales. Tapping

into the trends of young adults will help us gain market share and sales through effective

advertising.

Sample Report

Report of Committee on Declining Sales

A Committee comprising three members was constituted in accordance with the Board

Resolution passed at the Board meeting held on April 30. 2014 to study the causes of

declining sales of our refrigerators and to suggest measures for the promotion of their sales.

The three members of the committee were:

Mr. Nitin Kapadia, Senior Marketing Manager

Mr. Narinder jain, Marketing Officer

Mr. Naresh Chugh, Marketing Officer

Work done:

 The committee personally interviewed the dealers, retailers and actual users, to know the
 causes of declining sales.
 The committee reviewed the literature on refrigerator sales in magazines and newspapers to
 know the general trends of the market region-wise.
 The committee studied the sales record of the last three years.

Findings:

The data revealed by magazines and newspapers show a negative growth around 6% in 165 litre

refrigerators whereas 190 to 230 litre category has registered an astounding growth of 128% . The

dealers attribute these trends to the exchange offers which has spread to 2-3 million units
refrigerators

all over India. The direct purchasing which used to command significant position is losing ground.

The present market share of various major companies in India is as follows:

Whirlpool 27%

Videocon 18%

Godrej 15%

BPL 12%

Kelvinator 10%

Voltas 7%

Allwyn 6%

Others 5%

The committee studied the distribution network, which is of critical importance, and finds that

distributors and dealers pay less attention to promotion of sales of our refrigerators. The reasons for

lack of their interest are higher discounts and credit period allowed by other companies. Other

companies usually allow them 5% to 7% discount whereas our company allows only 4% .They are

given 45days to 90 days credit by other companies , whereas our credit period is limited is upto 30

days.

As far as advertisement is concerned, other companies spend a lot of money on advertising on

television network. Our company’s advertisement campaigns have not been as aggressive as theirs,

during the last 3-4 years. It has been carried out through newspapers only.
The committee found that users of the refrigerators also reported against the quality of
compressors.

Other companies have improved their technology due to collaborations with foreign enterprises, like

Videocon with Toshiba.

The committee collected the data regarding prices of different refrigerators in different cities and

found that prices of our refrigerators are slightly higher.

Recommendations:

1. There is no need to reduce or increase the prices of refrigerators under present conditions.

2. The dealer’s margin should be increased from the present 4% to 6% to induce them for

promotion of sales. Besides, the credit period be increased upto 60 days, considering the

policy of other competitors.

3. As early as possible, an exchange scheme should be introduced by which customers can

purchase new model refrigerators by surrendering an old one and paying some cash.

4. Budget should be made for TV advertising.

Mr. Nitin Kapadia, Senior Marketing Manager

Sample Report

As the secretary of a youth club, prepare a report on the literacy drive undertaken by

your club. The report will be submitted to the secretary, Dept of Mass Education,

Odisha.

To: The Secretary, Dept of Mass Education, Odisha

From: Mr. S.K.Das, Secretary, Friends Club, Bhubaneswar

Date: 7 January 2014

Sub: Literacy drive in Banki Block

The Friends club, Bhubaneswar organized a literacy drive in three villages of Banki Block in

Cuttack District for two weeks with effect from 7. 12. 2013 to 21. 12. 2013. The villages

selected are Haripur, Mohanaand Kesura. Mr. Rakesh Mohanty, the President of the club was

the leader of the drive and 24 members of the club worked as active campaigners and

participants. Each village was entrusted to eight members .The chairman and BDO of Banki

Panchayat Samiti supported and helped as in this program. The targeted-group in each village

consisted of 10 illiterate boys and girls and 10 illiterate adults. The club provided out of its

own financial resources black boards, chalk, slates, paper and pencils. The children were
taught for three hours from 10 am and the adult for two hours from 7 pm every day. The club

members devoted One hour daily to motivating and educating the people on the aims and

objectives of the campaign.Thanks to the hard work put in by the members of the club and

active cooperation of the village the target was reached in just 14 days. A test was conducted

on the last day. It showed that all the children as well as adults were able to learn how to

write their signatures, read and simple words and sentences in Odia and a little practical

arithmetic for their daily as it is heartening to mention that the drive was , by and large, a

success

S. K. Das

Secretary

Memoranda

2.1 Meaning of Memoranda

A memo (or memorandum, meaning “reminder”) is normally used for communicating

policies, procedures, or related official business within an organization. It is often written

from a one-to-all perspective (like mass communication), broadcasting a message to an

audience, rather than a one-on-one, interpersonal communication. It may also be used to

update a team on activities for a given project, or to inform a specific group within a

company of an event, action, or observance. A short message or record used for internal

communication in a business.

2.2 Letter Vs Memo

Business memos are internal documents sent to employees to convey information about the

company, while business letters are external communiqués, often related to sales activities or

customer needs or to query a vendor or government agency. The formatting is different for

both, and learning how to properly create each will help you more effectively communicate

your message. Memos are often sent to notify staff members about a meeting or new policy

the company feels is important enough to warrant more than word-of-mouth dissemination.

Memos are often informal, with less attention to structure, formatting, grammar and quality

of paper. Letters are more formal documents sent to people outside your company. They can

include requests for information or clarification from a government agency; responses to

customer complaints or queries; or pitches or proposals to vendors, customers or the media.

Letters are usually put on high-quality paper, rather than copy paper, and are carefully

proofread to avoid even the smallest mistake.

A letter is a short or long message that is sent by one person to another while a memo

is a short message that is sent by a person to another.

A letter is more formal and contains more information while a memo is informal and

is very short.

A memo is more concise and to the point as compared to a letter.

A letter is exchanged between businesses and their clients while a memo is exchanged

between individuals within an organization.

A memo usually has a header that states where it is from and who it is intended for

while a letter may or may not have this feature.

2.3 Structure of a Memo

Begin a memo with this standard heading:

TO: This is where the name of the recipient

goes, along with their title in the company.

FROM: the name of the sender, his/her position,

and if the memo is printed, the sender’s initials.

DATE: the date the memo is sent.

SUBJECT or RE: the title of the memo. It mentions

the situation the memo will address.

2. Next, the memo’s content generally follows this structure:

a. Situation/Problem- an introduction or the purpose of the memo followed by a

description of the issue at hand.

b. Solution/ Action– the steps needed to resolve the problem and how they are to be

carried out.

c. Closing- ends with a polite expression; also, provide a contact number where the

recipient can reach you and offer to answer any questions that may arise.

Sample

MEMORANDUM

TO: Suresh Agarwal, Store Manager

FROM: Deepak Dutta, Assistant Manager

DATE: March 18, 2014

RE: Dress Code Issues

A number of our clients have expressed their concern over the way certain sales associates

are dressed. Clients complain their clothing does not reflect our store’s good image and

quality of service, and instead makes them look trashy and unprofessional.

I think it is necessary for us to establish and enforce a dress code for all our store employees.

Some of the items that can no longer be considered appropriate are excessively baggy pants

and T-shirts, low cut blouses, and any garment that exposes the chest and back.

I would like to discuss this issue with you at your convenience, and also answer any

questions you may have. Please contact me at XXX-XXXX.

2.4 Writing strategies of a memo

Step 1

Send your memo only to those individuals who need to see it. For a communications strategy,

you will want to include your management team, sales, and anyone who has been, or will be,

involved in the communications planning process. If it is confidential, you will want to both

limit the audience to only those who need the information, and clearly note that the contents
are confidential at the top of the memo.

Step 2

State the purpose of your memo in your opening paragraph. Make your opening statement

direct so that the reader clearly understands why he should pay attention. For example, you

might write: “This memo details the communication strategy as determined by the task force

selected by the agency last month.”

Step 3

Write the context of the memo, or the background information. For example, it might be that

the communications team had been meeting for several weeks and identified a key objective

but could not come up with an agreed-upon strategy.

Step 4

Write your task. This is the action that was taken. In this case, it might be that you were

tasked with assembling a smaller group, including several people from outside the

communications department, to develop some strategies and solicit feedback.

Step 5

Write your summary segment. If your task was to generate a strategy, your summary would

reveal the communications strategy that you, and any others involved, have developed. For

example, your strategy might be to initiate public relations activities using a combination of

agency resources and in-house personnel to reach your agreed-upon objectives.

Step 6

Write your discussion to provide details that support the summary. You may include

reminders that the chosen strategy needs to be feasible, should be the one most likely to be

effective, and that the purpose of a strategy is to achieve the stated objectives with the

resources available. Include alternative strategies that were reviewed, along with their pros

and cons or an explanation of why they were discarded.

Step 7

Write your closing segment. This is where you list action items or offer to be a resource if

there are questions or you want to set up a follow-up meeting for further discussion. You also

want to note here if there are attachments with the memo. For example, you might include

notes from the strategy meeting, or a copy of the communications plan that includes the

objective and key messages -- items that are crucial in determining the communications
strategy. You may also indicate that selecting tactics appropriate to the strategy will be the

next step and give a time frame and responsible party for that.

To: terrycannon@mlconsulting.ca

From: m.cooke@ezweb.ca

Subject: Order #2546

Dear Mr. Cannon, Buffer: Express

gratitude
Thank you for your order. We appreciate your interest in our
product and are confident you will love it.

We are writing to let you know that this product has been Explanation: Give
unexpectedly popular with over 10,000 orders submitted on the reasons for the problem
 without mentioning bad
day you placed yours.
news

This unexpected increase in demand has resulted in a temporary

out-of-stock/backorder situation. Despite a delay of 2-3 weeks, we Bad news &
will definitely fulfill your order as it was received at 11:57 pm on redirect: Explain bad
October 9, 2019, as well as gift you a $5 coupon towards your next news and solution
purchase.

While you wait for your product to ship, we encourage you to use
the enclosed $5 coupon toward the purchase of any product in our
online catalog. We appreciate your continued business and want
you to know that our highest priority is your satisfaction.
Positive action
closing: Remain
courteous, positive, and
Regards, forward-looking

Martin Cooke

CASE STUDY
Ruth is an international student pursuing her master’s degree at a
university in Vancouver. Upon starting her third semester, she got
a part-time job as a warehouse associate at Nova Unlimited. It has
been a dream working for this company and it is known to be the
#1 online retailer in Canada. The company provides its
employees with attractive health and personal benefits and also
pays well. Additionally, the employees are friendly and are
supportive of Ruth as she works part-time and studies full time.
For these reasons, Ruth hopes to transition into a managerial role
when she completes her studies and is permitted to work more
than twenty hours.
It is Ruth’s responsibility to share her school schedule with her
supervisor, Tina, at least a month in advance so that she can
consider any limitations while writing the schedule. However,
Ruth forgot to mention that she has exams at the end of the
month. A few days before her first exam, Ruth notices that she is
scheduled for a shift that overlaps with her exam time. She
cannot reschedule her exam and has to inform her boss that she
is unable to work the shift.

Ruth has always struggled with time management and is afraid to

tell her boss about this mistake. This is not the first time that she
was unable to do a shift because of poor planning. The team is
also short-staffed, and there isn’t anyone else available to do the
shift.

How should Ruth communicate this oversight to her boss?

Write an outline of her message.