MSc. Ana Virginia Odio Mata
English Foreign Teacher
Advertising Major
Introduction
Apologies can be an important way to mend interpersonal relationships. Business apologies establish relationship rules, repairs relationships and mend trust. It is important to know when to apologize, how to apologize and what to avoid when apologizing. In the following activity we are going to learn about thsese aspects regarding advertising.
Task
You are going to work on your classmate's gadget that was drawn days ago. You have to retrieve the drawing.
You are going to work in groups.
You are going to write a complaint regarding a feature you dislike about the gadget.
You are going to apologize for what happened, by writing a letter.
The letter must have the elements mentioned in the following source: How to Apologize to Customers Effectively
The letter has to be uploaded in TEAMS
The letter is going to be analyzed.
Process
1) You have to retrieve the gadget you drew days ago. (Remember that it was your classmate gadget)
2) The teacher is going to set the groups to work. (Room 1, room 2, and room 3)
3) Once you are in your group, you are going to choose one of the gadgets. The chosen gadget should not belong to any member of the group.
4) As a group you are going to indicate what you deslike about the gadget. Any feature that you do not like.
5) One member of the group writes on the chat the feature, the aspect or the element that you complain about.
6) The professor assigns the complaint to another group. In this case to the group where the gadget owner is.
7) Having the complaint, as a group, you read the article about writing apologies.
8) You write a letter apologizing about the problem. Remember to follow the steps mentioned in the article.
9) Once the apology letter is written, upload it in TEAMS. Remember to mention the members of the group and the gadget you are referring to.
10) The professor shares the letter to a different group.
11) The new group reads the letter and evaluates it according to the article. To do this you must have read the article before.
12) Let the professor know when you are ready.
Evaluation
| Letter Features | Accomplished | Not accomplished |
|---|---|---|
|
Avoid False Apology
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Listen Carefully
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Take Responsibility |
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Offer Excuses
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Communicate the Solution |
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Grammar Mistakes
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Heading
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Spelling
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Coherence
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| Value the Customer | ||
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Mention the time for solution
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| Realistic |
Conclusion
Apologies are hard to accomplish but the empathy is about being able to put yourself in the other person's shoes and know how they feel.