You are the Associate Manager in-training of aservice/hospitality/retail establishment on the Humber North Campus(for instance, Caps, Humber Room, Humber’s weight/exercise room,Humber Student Federation, or Humber’s Bookstore). A regular patronwrote your boss an e-mail saying that she lost her backpackcontaining her class materials for the semester when she was inlast week; in her e-mail, she has asked your boss to pay for herlosses. Clearly posted on the wall at the entrance to yourestablishment, however, is a sign advising all guests that themanagement is not responsible for the loss of any personalbelongings.

Your boss wants you to experience all facets of administrationand so has asked you to reply to the e-mail. Using theINDIRECT APPROACH, write a refusal e-mail to thispatron, applying what you have learned about sending negativemessages. Be sure to include any alternative you can offer thisfaithful customer.

INDIRECT E-MAIL CONTENT REQUIREMENTS

• Please note that you will be writing an e-mail NOT aletter. Remember the format!
• Your refusal e-mail must say "no" in such a way that yourreader not only understands, but also accepts the message.
• Make up names, job titles, addresses, and facts that youneed.
• Remember that part of your grade is based on your providing“significant and sufficient” details to explain why you arerefusing and to regain goodwill.
• Include an alternative where appropriate. You may make updetails about any alternatives you can offer your patron, includinggift certificates, price reductions, free samples, etc.
• Edit carefully for style/tone, structure, format, and grammarUse the comments on your previous assignments to remind you ofareas where you need to focus.
• Use what you learned in Week 3 about effective e-mails, payingparticular attention to your subject line, paragraphing, andgraphical highlighting.
• The body of your e-mail should be about 260-300meaningful words long.