1. Nêu 6 dimension.

Chọn 2 trong 6 để apply vào university (paraphase + explain)

- Courtesy and respect (Lịch sự và tôn trọng)
+ Be punctual
+ speak and write clearly and in language others can understand
+ apologize for errors or misunderstandings
+ Notify the other person promptly when running late
+ accept constructive criticism
+ provide fair and gentle feedback
+ practice active listening
(Courtesy and respect are essential in society which are expressed through small actions like
arriving on time at a meeting, or letting others know if you're late. Clear communication
helps everyone understand each other such as apologizing sincerely can repair relationships
after mistakes. Accepting feedback helps you grow, and giving it fairly and kindly is
important. Besides that, listening actively shows how you care about what others say.)

- Appearance and appeal (Ngoại hình và sự hấp dẫn)

+ Present yourself pleasantly with good hygiene and grooming.
+ Choose attractive, yet not distracting business attire.
+ Understand that appropriate dress and behavior are the first indication of
professionalism and create lasting impressions.
+ Display proper business and dining etiquette.
(Appearance and attractiveness significantly affect how others perceive you. Maintaining
good grooming, cleanliness and choosing appropriate business attire such as fashionable yet
casual attire can boost your confidence and help you make a positive impression. Your
professionalism is not only reflected in your attire but also in your behavior in different
settings. Understanding these aspects can leave a lasting impression on those you interact
with, especially in business and dining settings.)

- Tolerance and tact (Khoan dung và khéo léo)

+ Demonstrate self-control.
+ Stay away from public arguments and disagreements, including in written
documents and e-mail.
+ Eliminate biases and prejudices in all business dealings.
+ Keep personal opinions of people private.
+ Avoid snap judgments especially when collaborating with others.
(Tolerance and tact are important in all interactions. Self-control and avoiding open disputes
or conflicts, whether direct or indirect, such as in emails, are important. When interacting
with people in the business, try to eliminate any assumptions or prejudices as much as
possible. Avoid making hasty decisions and keep your own thoughts about others to yourself,
especially when working in groups.)

- Honesty and ethics (Trung thực và đạo đức)

+ Avoid even the smallest lies at all cost.
+ Steer clear of conflicts of interest.
+ Pay for services and products promptly.
+ Keep confidential information confidential.
+ Pass up opportunities to badmouth competitors—emphasize your company’s
benefits, not your competitors’ flaws.
+ Take positive, appropriate actions; avoid resorting to vengeful behavior when
you feel wronged.
(Honesty and ethics are crucial in building trust in any relationship. Never lie, especially
about little issues and avoid any conflicts of interest that may harm your moral character. One
way to show your respect for other people's labor is to make on-time payments for goods and
services; or do not discuss competitors unfavorably; instead, focus on your own company's
advantages. Keep any sensitive information secret instead of seeking retribution when you
feel angry, concentrate on doing good deeds.)

- Reliability and responsibility (Độ tin cậy và trách nhiệm)

+ Be dependable.
+ Follow through on commitments.
+ Keep promises and deadlines.
+ Perform work consistently and deliver effective results.
+ Make realistic promises about the quantity and quality of work output in a
projected time frame.
(It is important to be trustworthy and accountable in both personal and professional contexts.
When you deliver on commitments, keep your promises, and meet deadlines, people will trust
you more. Moreover, maintaining a consistent work schedule will enable you to fulfill
commitments regarding the amount and caliber of production within the anticipated time
range for the business you are working for will increase your credibility.)

- Diligence and collegiality (Siêng năng và tinh thần đồng nghiệp)

+ Deliver only work you can be proud of.
+ Strive for excellence at all times.
+ Give to customers more than they expect.
+ Be prepared before meetings and when presenting reports.
+ Do what needs to be done; do not leave work for others to do.
+ Show a willingness to share expertise.
+ Volunteer services to a worthy community or charity group.
+ Join networking groups and help their members
(Diligence and collegiality are key components of a productive workplace. Always aim for
quality in all you do and try to produce something of which you can be proud. Giving clients
more than they anticipate by going above and beyond for them and being well-prepared for
meetings and report presentations contribute successfully to an effective workplace
environment. Take responsibilities for your job, avoid delegating it to others and be willing to
share your expertise with coworkers. Joining networking groups and volunteering for
charitable or community organizations are necessary to enhance organizationalism)

● choose 2 dimensions to apply to university:

- Reliability and Responsibility: Being dependable in university entails regularly
entering class on time, being well-prepared and finishing assignments on time,
especially when doing group work. Effective time management and meeting deadlines
demonstrate to instructors and other learners that you take your obligations seriously.
This develops trust and contributes to an effective learning environment.

- Honesty and Ethics: In college, honesty and ethics for every student means being
self-disciplined, such as always submitting your own work and avoiding plagiarism,
ensuring that your assignments reflect your own understanding and effort. When
working with classmates, be transparent about contributions and give credit where
appropriate. This builds a reputation for integrity and trustworthiness, which is
essential to forming strong relationships with professors and peers.

- Diligence and Collegiality: Diligence in college students is demonstrated by the habits

of preparing well for classes, actively participating in discussions, and seeking help
when needed. In group projects, students should contribute fairly and support their
teammates by sharing their knowledge and skills. In addition, volunteering for
campus organizations or study groups fosters a sense of community and helps create
an environment where everyone feels valued and supported.
 ● APPLY IN WORKPLACE
1. Appearance, Appeal
● Dress Appropriately: Understand your workplace's dress code and dress to fit it.
This shows respect for your role and the company.
● Grooming: Maintain personal hygiene and grooming. A neat appearance contributes
to a professional image.
● Positive Body Language: Use open and confident body language. This can
enhance how you are perceived by colleagues and clients.

2. Tolerance, Tact

● Active Listening: Practice listening to others without interrupting. Acknowledge

differing viewpoints to foster a respectful environment.
● Cultural Sensitivity: Be aware of and respect cultural differences. This can involve
learning about colleagues' backgrounds and adapting your communication style
accordingly.
● Constructive Feedback: When providing feedback, be mindful of your tone and
phrasing. Frame critiques positively to encourage growth without discouragement.

3. Honesty, Ethics

● Transparent Communication: Be open about your thoughts and decisions. If

mistakes are made, own up to them and seek solutions.
● Adhere to Policies: Familiarize yourself with company policies regarding ethics and
compliance. Follow them to maintain a trustworthy environment.
● Encourage Integrity: Promote an ethical culture by speaking out against unethical
behavior and supporting others in making ethical choices.

4. Reliability, Diligence

● Meet Deadlines: Manage your time effectively to ensure you meet commitments.
Use tools like calendars or task management apps to stay organized.
● Be Proactive: Anticipate challenges and address them before they become issues.
Show initiative in your role by seeking out additional responsibilities.
● Follow Through: If you promise to complete a task, ensure you do so. Being
consistent builds trust among your colleagues.

5. Collegiality, Sharing

● Collaborate: Engage with colleagues on projects and offer help when needed.
Teamwork enhances productivity and fosters a sense of community.
● Share Knowledge: Provide training or mentorship to others, and share resources
that could help your team succeed.
● Celebrate Successes: Acknowledge and celebrate the achievements of your team
members, fostering a supportive atmosphere.

6. Courtesy and respect

● Polite Communication: Use "please," "thank you," and "excuse me" in your
interactions. Simple gestures of politeness can significantly improve workplace
morale.
● Mindful Interactions: Be considerate of others’ time and workload. For example, if
you need to interrupt someone, ask if it's a good time first.
● Active Listening: Show you value others’ opinions by listening attentively. Nod,
maintain eye contact, and refrain from interrupting when they speak.
Respect

● Value Diversity: Acknowledge and appreciate the diverse backgrounds,

experiences, and perspectives of your colleagues. This can foster an inclusive
environment.
● Professional Boundaries: Understand and respect personal boundaries. This
includes not prying into personal matters unless someone chooses to share.
● Constructive Disagreements: When conflicts arise, address them calmly and
respectfully. Focus on the issue, not the person, and seek to understand the other
person's viewpoint.

Combining Courtesy and Respect

● Create a Positive Atmosphere: Encourage an environment where everyone feels

safe and valued. This can lead to increased collaboration and productivity.
● Lead by Example: Demonstrating courtesy and respect in your own behavior can
inspire others to follow suit, helping to build a culture of mutual appreciation.

By fostering courtesy and respect, you contribute to a supportive workplace where everyone
feels valued and motivated.

● APPLY IN UNIVERSITY

1. Appearance and Appeal

● Dress code: Adhere to the university's dress code or general expectations for
academic attire. This demonstrates respect for the institution and your peers.
● Grooming: Maintain a neat and well-groomed appearance, which reflects
professionalism and attention to detail.
● Body language: Use positive body language, such as maintaining eye contact,
smiling, and practicing active listening. This conveys confidence and engagement.

2. Tolerance and Tact

● Diverse perspectives: Be open to and respectful of different viewpoints and

opinions. Engage in constructive dialogue and avoid making assumptions.
● Cultural sensitivity: Demonstrate awareness of cultural differences and adapt your
communication style accordingly. Avoid making stereotypes or generalizations.
● Feedback: Provide and receive feedback constructively, focusing on improving
performance rather than criticizing individuals.

3. Honesty and Ethics

● Academic integrity: Adhere to the university's academic honesty policies and avoid
plagiarism or cheating.
● Ethical conduct: Uphold ethical principles in all interactions, including relationships
with professors, classmates, and staff.
● Transparency: Be honest and transparent in your communications, especially
regarding academic matters.

4. Reliability and Diligence

● Time management: Manage your time effectively to meet deadlines and

commitments.
 ● Proactive approach: Take initiative and seek out opportunities for growth and
development.
● Follow-through: Fulfill your obligations and commitments, demonstrating reliability
and dependability.

5. Collegiality and Sharing

● Collaboration: Work effectively with classmates and professors on group projects

and assignments.
● Knowledge sharing: Contribute to class discussions and share your knowledge and
insights with others.
● Support: Offer support and encouragement to your classmates, fostering a positive
and collaborative learning environment.

6. Courtesy and Respect

● Politeness: Use polite language and manners in all interactions.

● Consideration: Be mindful of others' time and needs.
● Active listening: Pay attention to others and show that you value their perspectives.
● Respect for diversity: Appreciate and respect the diverse backgrounds and
experiences of your classmates and professors.

By applying these six dimensions of professional behavior in a university setting, you can
create a positive impression, build strong relationships, and succeed academically and
professionally.

Respect

● Value Diversity: Acknowledge and appreciate the diverse backgrounds and

perspectives of your peers. This appreciation fosters an inclusive environment that
enriches the university experience.
● Professional Boundaries: Understand and respect personal boundaries in your
interactions. Avoid prying into personal matters unless someone chooses to share,
creating a respectful atmosphere.
● Constructive Disagreements: When conflicts arise during group projects or
discussions, address them calmly and respectfully. Focus on the issue at hand rather
than personal differences, and strive to understand different viewpoints.

Combining Courtesy and Respect

● Create a Positive Atmosphere: Encourage an environment where all students feel

safe and valued. This nurturing atmosphere can enhance collaboration and
contribute to a positive academic experience.
● Lead by Example: By demonstrating courtesy and respect in your interactions, you
can inspire others to do the same, helping to cultivate a culture of mutual
appreciation within the university community.
2. Direct request
Answer:

Task 4: (ADJUSTMENT)
To: Emily Rogers
Subjects: Resolution for Your Defective Headphone Purchase

Dear Emily Rogers,

We understand the frustration our product has caused you, We’re sorry you didn’t receive
better service, especially when you were looking forward to experience the product for your
trip.

As a gesture of goodwill, we would like to offer you a full refund for the purchase price of
the headphones, as well as a 20% discount on your next order with us.

You were most helpful in informing us of this situation and permitting us to correct it. We
appreciate your thoughtfulness in writing to us.

Thanks for writing. Your satisfaction is important to us. We hope that this refund check
convinces you that service to our customers is our No. 1 priority. Our goals are to earn your
confidence and continue to merit that confidence with quality products and excellent service.
We value your experience and look forward to your future orders.

Best regards,
[Your Name]
Customer Service Representative
TechPlus

Task 5:
Subjects: Request for Missing Assembly Instructions for Custom Office Desk.

Dear [name] - Customer Service Staff,

My name is [name]. I recently purchased a custom office desk from Urban Furniture Designs,
but when the product arrived, it was missing a crucial part - the assembly instructions. I need
the instructions to properly set up the desk, and I would appreciate it if you could provide
them to me as soon as possible.

Order Details:

● Order Number: 12345

● Product: Custom Office Desk

I'm eager to assemble the desk, so I would be grateful if you could send me the missing
assembly instructions before 26th October. Please let me know if you require any additional
information from me to locate and send the instructions.

Thank you in advance for your support. I look forward to hearing from you.

Best regards,
[Your Name]

6.4 Direct Request: Pamper Palace Spa Worries About Duplicate Charges

As an assistant to Donna K. Lilly, the busy proprietor of Pamper Palace Spa in Weymouth,
Massachusetts, you have been asked to draft an email to Virtual Treasures asking about an
apparent duplicate charge for a small trial order of massage oils. The Weymouth location of
Pamper Palace Spa, a professional spa franchise operating nationwide, wanted to try Virtual
Treasures’ exquisite Tahitian Monoi Tiare coconut oils. After reading a French magazine,
your boss had ordered a few bottles and a bar of soap for $58.88 to test the product, but when
Ms. Lilly checked Pamper Palace Spa’s business account online, she found what she believed
to be a duplicate order. She wants you to write to Virtual Treasures and ask about the
apparent error.

Donna Lilly is suspicious because a few weeks earlier, she had ordered a French press coffee
pot for $19 to use in her office and received two pots. Her account was charged $38. She did
not take any action, making good use of the two French press coffee pots in her business. For
both orders, Ms. Lilly used Virtual Treasures’ EasyPay feature, a one-click convenience tool
online. Now she worries that future orders may lead to costly duplicate shipments and double
charges. The order was divided into two shipments, each with a different order number:
#502-3385779-9590624 and #502-8112203-6442608. Donna Lilly may order large quantities
of Monoi Tiare oil after trying the pending shipment.

Your Task. Write a direct request by e-mail to Virtual Treasures at

[email protected]. Inquire about the possible error stemming from the use
of Easy.

ANSWER:

Subject: Inquiry Regarding Potential Duplicate Charges

Dear [name] - Customer Service Staff,

My name is [first name], and I am the assistant to Donna K. Lilly, who works at Pamper
Palace Spa in Weymouth, Massachusetts. We recently placed a small trial order for Tahitian
Monoi Tiare Coconut Oil and a bar of soap from Virtual Treasures using your EasyPay
feature. The order was split into two shipments with order numbers #502-3385779-9590624
and #502-8112203-6442608. However, my boss has assigned a duplicate charge to this order,
which is the same as the French press coffee maker order we placed earlier.
We are concerned that your use of the EasyPay feature may result in these duplicate charges,
which may become an issue if we decide to place larger orders of Monoi Tiare oils in the
future.

We are glad to understand the following:

● How do we avoid the potential duplicate charges?

● What solutions for the potential duplicate charges?

We would appreciate your prompt attention to this matter, as we value our business
relationship with Virtual Treasures and want to ensure the accuracy of our accounts going
forward.

Thank you in advance for your support. We look forward to hearing from you regarding the
duplicate charge before [day, month, year].

Sincerely,

[name]

6.5 Direct Request: Searching for a Social Media Maven

For most consumers, social media are just fun. Facebook, Twitter, blogs, and MySpace are
amusing and a pleasant way to keep in touch with friends. Only recently have companies
begun to recognize that social media can also make money, and suddenly, social media
mavens are in great demand. Petco, supplier of pet supplies and services, recently hired
Natalie Malaszenko as its director of social media and commerce. Her assignment at Petco
was to envision and articulate the company’s social media strategy for the future. To that end,
she created fan pages on Facebook, opened several Twitter accounts, and wrote a company
blog. In addition to Petco, other organizations have hired social media officers, including
Sears Holdings, Panasonic, Citigroup, AT&T, Fiji Water, Go Daddy.com, and Harrah’s
Entertainment.

As the director of corporate communication for HomeCenter, a large home supply store, you
are charged with looking into the possible hiring of a social media specialist. You know that
other companies have both profited and been hurt by fast-moving viral news. Nobody wants
to suffer the fate of United Airlines, which took a beating last year after ignoring a wronged
passenger who was a musician. He posted a clever song about how the airline had broken his
guitar, and the video skyrocketed into cyberspace with millions of viewers enjoying its
YouTube ribbing. Social media mavens, companies hope, can monitor cyberspace and be
ready to respond to both negative and positive messages. They can help build a company’s
brand and promote its online reputation. They can also develop company guidelines for
employee use and encourage staffers to spread the good word about the organization.

To learn more about social media, you decide to go to Rick Trumka, who was recommended
as a social media consultant by your CEO, David Seldenberg. You understand that Mr.
Trumka has agreed to provide information and will be paid by HomeCenter.

This whole social media thing may be just another passing fad. You are not convinced that
any real benefits would result from having a social media specialist on your staff. However,
the CEO wants you to explore the possibilities. You decide that this is not a matter that can be
handled quickly by a phone call. You want to get answers in writing.

Many issues concern you. For one thing, you are worried about the hiring process. You have
no idea about a reasonable salary for a social media expert. You don’t know where to place
that person within your structure. Would the media maven operate out of corporate
communications, marketing, customer service, or exactly where? Another thing that disturbs
you is how to judge a candidate. What background would you require? Do colleges actually
award degrees in social networking? How will you know the best candidate? And what about
salary? Should you be promising a full-time salary for doing what most people consider to be
fun?

Your Task. Compose an e-mail inquiry to [email protected]. Explain your

situation and list specific questions. Mr. Trumka is not an employment source; he is a
consultant who charges for his information and advice. Make your questions clear and
concise. You realize that Mr. Trumka would probably like to talk on the phone or visit you,
but make clear that you want a written response so that you can have a record of his
information to share when you report to the CEO.

ANSWER:

Subjects: Seeking Guidance on Hiring a Social Media Specialist

Dear Mr. Trumka,

My name is [Your Name], and I am the Director of Corporate Communication for

HomeCenter, a large home supply store. I was referred to you by our CEO, David
Seidenberg, as a social media consultant who could provide valuable insights as we explored
the possibility of hiring a social media specialist.

We would appreciate your guidance on the various aspects of hiring and managing a social
media specialist to help my company attract customers, and build its reputation, and brand.

Specifically, I have the following questions:

● What would be a reasonable salary range for a social media specialist?

● What type of background and skills should we be looking for in a social media
specialist?
● How can we ensure we choose someone with the necessary expertise and vision to
help us maximize the benefits of social media?
● What key responsibilities should we expect a social media specialist to handle, and
what metrics should we use to measure the success of their efforts?
● What are some of the potential pitfalls or risks we should be aware of when it comes
to managing a company's social media presence?

I hope you will respond to me about the hiring process, evaluating candidates,
responsibilities, and potential challenges of Hiring a Social Media Specialist. This will allow
me to have a record of your insights to share with our CEO when I report back.

Thank you in advance for your time and expertise. I look forward to hearing from you before
[ngày, tháng, năm] and contact me through email.

Best regards,
[Your Name]
Director of Corporate Communication
HomeCenter
6.6 Direct Request: Raising Puppies to Become Guide Dogs

As an assistant in the Community Involvement Program of your corporation, you have been
given an unusual task. Your boss wants to expand the company’s philanthropic and
community relations mission and especially employee volunteerism. She heard about The
Seeing Eye, a program in which volunteers raise puppies for 14 to 18 months for guide dog
training. She thinks this would be an excellent outreach program for the company’s
employees. They could give back to the community in their role as puppy raisers. To pursue
the idea, she asks you to request information about the program and ask questions about
whether a company could sponsor a program encouraging employees to act as volunteers.
She hasn’t thought it through very carefully and relies on you to raise logical questions,
especially about costs for volunteers.

Your Task. Write a direct request letter to Susanna Odell, The Seeing Eye, 9002 East
Chaparral Road, Scottsdale, AZ 85250. Include an end date and a reason.

ANSWER:

Subjects: Inquiry about Partnering with The Seeing Eye Puppy Raising Program

Dear Ms. Susanna Odell,

My name is [name], and I am an assistant on behalf of [Company Name]'s Community

Involvement Program. Our company is interested in The Seeing Eye Program to encourage
our employees to volunteer as puppy raisers for your guide dog training program.

We believe this could be an excellent opportunity for our employees to give back to the
community in a meaningful way, while also aligning with our company's philanthropic
mission. However, before we move forward, we have a few questions that we would
appreciate your guidance on:

● What are the typical costs and expenses involved for volunteers who raise puppies for
14-18 months as part of your program?
● How many partnership opportunities are available that could help offset the costs for
our employee volunteers?
● What is the process for a company to formally collaborate with The Seeing Eye on a
puppy-raising program?

We would greatly appreciate a response to these questions by [end date, e.g., November 15,
2024]. This will allow us to thoroughly evaluate the feasibility of this initiative and present a
recommendation to our leadership team.

Thank you in advance for your assistance. We look forward to learning more about how
[Company Name] can potentially partner with The Seeing Eye to make a positive impact in
our community.

Sincerely,

[Your Name]

Assistant, Community Involvement Program

[Company Name]
6.7 Direct Request: Planning a Winter Retreat in Jackson Hole, Wyoming

Despite grim economic news, your employer, Stremer Media Group of Dallas, Texas, has had
an excellent year and the CEO, Peter Stremer, would like to reward “the troops” for their hard
work with a rustic yet plush winter retreat. The CEO wants his company to host a four-day
combination conference/retreat/vacation for his 55 marketing and media professionals with
their spouses or significant others at some spectacular winter resort. Ideally, the location
would delight any taste, with activities ranging from dining and relaxing in style to downhill
and cross-country skiing, snowboarding, snowmobile tours, and other winter sports.

One of the choices is Jackson Hole, Wyoming, a famous ski resort town with steep slopes and
dramatic mountain views. The location is popular for its proximity to Grand Teton National
Park, Yellowstone, and the National Elk Refuge. Mr. Stremer has asked you, as marketing
manager, to write a letter so that you can have a permanent, formal record of all the resorts
you investigate. You will also look into winter resorts in Utah and Colorado.

As you search the Web and investigate the options in Jackson Hole, you are captivated by the
Four Seasons Resort, a five-star facility with outdoor pool, spa tub, ski in/ski out access, and
an amply equipped gym and fitness room. Other amenities include an on-site spa with
massage and treatment rooms, a sauna, and facial and body treatments. You can see that the
guest rooms are well appointed with DVD players, MP3 docking stations, and coffee/tea
makers. Bathrooms feature separate bathtubs and showers, double sinks, and bathrobes. For
business travelers, the hotel offers complimentary wired high-speed Internet access,
complimentary wireless Internet access, and multiline phones as well as fax availability.

The Web site of the Four Seasons Jackson Hole is not very explicit on the subject of business
and event facilities, so you decide to jot down a few key questions. You estimate that your
company will require about 50 rooms. You will also need two conference rooms (to
accommodate 25 participants or more) for one and a half days. You want to know about room
rates, conference facilities, A/V equipment in the conference rooms, and entertainment
options for families. You have two periods that would be possible: December 15–19 or
January 12–16. You realize that both are peak times, but you wonder whether you can get a
discounted group rate. You are interested in entertainment on site, in Jackson Hole, and in
tours to the nearby national parks. Jackson Hole airport is 4.5 miles away, and you would like
to know whether the hotel operates a shuttle. Also, one evening the CEO will want to host a
banquet for about 85 people. Mr. Stremer wants a report from you by September 15.

Your Task. Write a well-organized direct request letter to Denise O’Handley, Sales Manager,
Four Seasons Resort, 7680 Granite Loop Road, Teton Village, WY 83025. You might like to
take a look at the Four Seasons Resort Web site at http://www.fourseasons.com/ jacksonhole
and search for general information about Jackson, Wyoming.

ANSWER:

Subjects: Inquiry for Winter Retreat Planning - Stremer Media Group

Dear Ms. Denise O’Handley - Sales Manager,

My name is [name], and I want to inquire about hosting a four-day winter retreat at the Four
Seasons Resort in Jackson Hole, Wyoming, for approximately 55 marketing and media
professionals from Stremer Media Group, along with their spouses or significant others.

To assist in our planning, I have a few key questions regarding your facilities and services:

● How many discounts are available for approximately 50 guest rooms during the
periods of December 15–19 or January 12–16?
● What are the available activities near national parks?
 ● What options do you have for dining and event spaces that could accommodate
approximately 85 people?

I would appreciate your prompt response about Room Availability, Entertainment Options,
and Banquet Facilities, as I am tasked with compiling a report for Mr. Stremer by September
15. Thank you for your assistance in making our winter retreat a memorable experience for
our team.

Warm regards,

[Your Name]

Marketing Manager

Stremer Media Group

3. Direct Claims
Direct Claim: Botched Valentine’s Day Surprise

Randy Pettit is very disappointed. He planned to surprise his girlfriend Sue at her workplace
with beautiful roses and a vase for Valentine’s Day. Sue works as an analyst for a major
financial services company, and Randy knows that a generous bouquet sent there would
impress not only Sue but also her colleagues and superiors. Randy had read favorable reviews
on the Internet praising Bouquet International, a Swiss-based flower-delivery service
operating worldwide. Because Valentine’s Day was to fall on a Saturday, Randy requested
that the flowers be sent a day before the big date.

Alas, upon the delivery of the bouquet in its flower-friendly packaging, Sue heard the sound
of broken glass and refused the FedEx shipment. The delivery driver actually had advised
Sue to return the package and took it back. Randy’s surprise was ruined, and he was
frustrated and angry with Bouquet International. On top of that, the same package with the
identical tracking number was delivered to Sue’s workplace again some three days after
Valentine’s Day. Sue was away, and a colleague signed for the package not knowing the
history of the order. Sue later called FedEx to pick up the potentially less-than-fresh flowers.

However, about two weeks later, Randy’s credit card statement showed the order number
106928959 and a charge of $73.25 from Bouquet International. Randy has friends and family
on the East Coast and in Europe. He may potentially use Bouquet International’s services to
send flowers in the future. He decides to e-mail customer service to get his money back.

Your Task. Write a direct claim by e-mail to Bouquet International at

[email protected] requesting a refund. Include the necessary information and
organize it logically in a well-formatted, professional e-mail.

ANSWER:

Subject: Request for Refund - Order #106928959

Dear Customer Service,

My name is [name], and I am writing to formally request a refund for my recent order (Order
#106928959) placed with Bouquet International, which was intended to be a surprise for my
girlfriend, Sue, on Valentine's Day.
The bouquet was initially delivered to my girlfriend Sue’s workplace on February 13, but she
refused the shipment due to a broken vase. The same package was delivered again three days
later, and she was not present to receive it

Despite this, I was charged $73.25 on my credit card for this order. Given the circumstances,
I would appreciate a prompt refund.

For your reference, here are the details of my order:

● Order Number: 106928959

● Charge Amount: $73.25
● Delivery Date: February 13

I appreciate your prompt attention to this matter and look forward to receiving confirmation
of my refund. Thank you for your understanding.

Sincerely,

Randy Pettit

[Your Email]

[Your Phone Number]

4. Instruction
Subject: [HOW TO TAKE AND TRAVEL BY THE "52" BUS]
Dear Mr.Minh,

I want to share you some instructions for traveling by the 52 bus, which can be a convenient
way to get around the city from District 1 to IU Campus.

Follow these step to have a great experience:

1. Download “Bus Map” application
2. Check the nearest bus stop from your position and the starting time of the bus
3. Take the bus and be careful with your bags during the trip
4. Click the red button to stop when you arrive your destination (in front of the IU gate)

If you have any questions, please send me via messages. I would be glad to help you at any
time you need.

Have a great travel for your first time.

Sincerely,
Kim Ngân.
CÁC LOẠI POSITIVE MESSAGE
1. Direct request
- Mục đích: request / ask the receiver to do something
2. Instruction
- Mục đích: to guide/introduce the process someone must follow
3. direct claims
- Mục đích: identify a mistake/wrong and request a change/replace for the mistake
4. adjustment
- Mục đích: to answer/respond favorably for direct claim - say “yes” for request