Question # 1:

Your nursery sells plants not only in your store but also by mail order. Today you're received a letter from Pat Sykes, complaining that the plants (in a $572 order) did not arrive in satisfactory condition. "All of them were dry and wilted. One came out by the roots when I took it out of the box. Please send me a replacement shipment immediately".

Write a letter responding to this customer.

Question # 2:

In years past, your company has had impressive corporate parties for employees and their guests in late December. But this year, the celebration will be more modest: a two-hour open house with food and drink rather than a four-hour evening gala complete with dinner a live- band dance. This year, the open house will be from 3-5pm on the Friday before Christmas, and employees are encouraged to bring their children and partners. Santa will appear.

Write an email message to the employees of your company, which is a large advertising agency in a big city. The agency's billings have fallen 30% in the last 6- months and 10% of the staff has already been laid off.

Question # 3:

You are the supervisor of the loading dock at Sweet Treats Candy Company. Three of your workers spent two hours loading a truck only to realize that there were two boxes missing from the customer's order. The entire truck had to unloaded (taking another hour), and the workers had to check the order against the invoice to figure out that two boxes of Yummy Treats were missing. It took two more hours to reload the truck with the entire order.

Send a memo to all your loading workers reminding them to double-check the orders against the invoices before loading the trucks.

Question # 4:

Your company is in a prime vacation spot, and as personnel manager you get many letters from students asking about summer jobs. Company policy is to send everyone application for employment, a list of the jobs you expect to have open that summer with the rate of pay for each, a description of benefits for seasonal employees, land an interview schedule. Candidates must come for an interview at their own expense and should call to schedule a time in advance. Competition is keen; only a small percentage of those interviewed will be hired.

Write a form letter to students who have written to you asking about summer jobs. Give them the basic information about the hiring procedure and tell them what to do next. Be realistic about their chances, but maintain their interest in working for you.