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AletterofcomplaintStructure(结构)•putforwardtheproblem(投诉事由)•explainthereasonforcomplaintindetail(详述事件/投诉理由)•requireactions(提出要求)Aletterofcomplaintp821stMayDearMrLeFeverFollowingtherecentexperiencesoftwoofmystaffwithyourtrainingcompany,Ihavedecidedtosendyousomefeedbackbasedontheircomments.Onthe25thApril,theyattendedatwo-daycomputercourseincreatingPowerPointpresentations.However,onthefirstdaythetrainerarrived30minuteslate,whichwasfollowedbyafurtherdelayduetoaroomchange.Asaresultofthisnearly90minuteswasmissed.Inadditiontothis,mystaffinformmethattheapproachofthetrainerwastoletparticipantsdiscoversolutionstoproblemsratherthanbeingtoldwhattodo.DespitehavingbeenverysatisfiedwithyourservicesinthepastImayhavetoreconsidersendingstaffinthefuture.Iwouldbegratefultohearanycommentsyouhavetomakeeitherbyphoneorinwriting.Ilookforwardtohearingfromyou.YourssincerelyMrsAHeneageHumanResourcesWritingexercise:AletterofcomplaintP83Yourecentlystayedatahotel.Readthenotesontheproblems.Writealettertothehotelmanager.•Therewasnorecordofthebookingatreception—Iwaited45minutes.•Themeetingroomwasdouble-booked—hadtomeetclientsinsmallerroom.•Thetowelswerenotchangedinthebathroomovernight—roomservicesaidthiswashotelpolicybasedon‘environmentalreasons’.PossibleanswersDearSirorMadamFollowingmyrecentexperienceofyourhotel,Ihavedecidedtosendyousomefeedbackinthehopethatyoucanimproveyourservice.Iarrivedatreceptionat6amon7thNovembertofindtherewasnorecordofmybooking.AsaresultofthisIwaited45minutes.Thefollowingday,mytwoclientsandIweredelayedduetothemeetingroombeingdoubled-booked.Eventuallyweweregivenanothersmallerroom.Finally,towelswerenotchangedovernight.Roomserviceexplainedthatthiswasbecauseofthehotel’s“environmentallyfriendly”policy.WhileIagreewiththesentimentofthispolicy,Idon’tthinkthatchangingatleastonetowelisunreasonable.DespitehavingbeenverysatisfiedwithyourserviceinthepastImayhavetoreconsiderusingyourhotelinthefuture.Iwouldbegratefultohearanycommentsyouhavetomakeinwriting.YoursfaithfullyJanetSmithReport:structureReporton____________________IntroductionTheaimofthisreportisto__________________Thisreportsetsoutto__________________FindingsAccordingtotherecentmarketresearch/investigation/survey/thechartabove…Therecentvisit/investigation/surveyshowed…Fromthetable/chartabove,wecanfind/learn/noticethat…ConclusionsAccordingtothefindingsabove,itcanbeconcludedthat…RecommendationsInorderto___________,Iwouldrecommendthat…Basedontheanalysisabove,Ihavethefollowingrecommendation:AreportP42Readtheinformationandthetaskbelow:Youworkinthemarketingdepartmentofyourcompanyandyourlinemanagerhasdelegatedtoyouthetaskofpreparingashortreport.Youmustreportonthenumberofpeoplevisitingthecompanywebsiteinthelastthreemonthsandproposeamarketingstrategyforthenextthreemonths.ReportonvisitstowebsiteandproposedmarketingstrategyIntroductionTheaimofthisreportistocommentonthenumberofpeoplevisitingthecompanywebsiteinthelastthreemonthsandproposeamarketingstrategyforthenextthreemonthsFindingsOverthelastthreemonths,thenumberofvisitorshasincreasedby650.Therearetworeasonsfortheincrease.Firstofall,welaunchedanewsletterforsubscribes.SecondlyinMay,weranacompetitionwhichwasverypopular.Withregardstocosts,bannershavecost3200Eurosamonthbutveryfewpeopleseemtovisitthewebsiteasaresultofthese.Ontheotherhand,thenewsletterdoesn’tcostanything(otherthanmytime)buthashelpedtoincreasethenumberofvisitors.RecommendationsInordertoincreasethisnumberIwouldrecommendthatwecontinuewiththenewsletterandrunmorecompetitionsandquizzes.Ialsoproposethatwestopusingbannersandputmoreresourcesintosettinguplinkswithothersitestoincreasethetraffic.ReportonthedismissalofLudwigaChuhova(P59)IntroductionTheaimofthisreportistoassesswhetherMs.Chuhovawasunfairlydismissedandifthecorrectprocedurewasfollowedbyherlinemanager.FindingsFirstofall,ithasbeenfoundthatMs.Chuhovahadfailedtoarriveforworkonthreeoccasions.Onthefirstoccasion,whenthemanagergaveaverbalwarning,sheisreportedtohavesaidthatitwasnoneofhisbusiness.Onthesecondoccasion,thelinemanagergaveherawrittenwarning.Whenshefailedtoarriveforworkathirdtime,shewasdismissedwithimmediateeffect.ConclusionsandrecommendationsInconclusion,themanagerappearstohavefollowedthecorrectcourseofaction.However,itisrecommendedthatinthefuture,anydisciplinaryproceduresshouldbecarriedoutinthepresenceofoneotherperson.Thiswillhelptoavoidanysimilarsituations.WritingexerciseP95•Youworkforamarketcompany.•Yourclient,asoftdrinkscompany,wantstolaunchanewflavoreddrink.•Youtestedtwopossibleflavorswithfocusgroup.Youalsoaskedpeopletocomparenormalanddietversionsofthetwodrinks.YouhavebeenaskedtowriteareportonyourfindingsandmakerecommendationstoyourclientsReportonfindingsfromfocusgroupresearchIntroductionTheaimofthisreportistomakerecommendationsbasedonfindingsfromtenfocusgroups.FindingsFirstly,nearlythree-quartersofresponsestothecherryflavorwereverypositivewithonly7%beingneitherpositivenornegativeabouttheproduct.Ontheotherhand,abouttwo-thirdssaidtheydislikedthestrawberryflavorbecauseofthesugarandartificialtastes.Finally,withregard