Management Communication N4 Past Exam Paper 1 | Letter of Complaint

Management Communication N4 Past Exam Paper 1

You received a letter of complaint from an employee working on one of your campuses. She recently tested HIV positive in one of the wellness campaigns offered by the College. She disclosed her HIV status and had since experienced rejection as well as discrimination. This has made her realise that the college neither offers any counselling for people in her condition, nor any education on prevention or treatment for the infected employees. The employee has not only complained but also suggested TWO possible solutions to the problem

Write the letter that the staff member wrote. Remember to open and close the letter with a goodwill paragraph.

Points to note:

A letter of complaint addresses a situation where an individual, organization or business finds itself dissatisfied with a product or service provided, or with the interpretation of an agreement.
The writer/complainant should carefully consider their words, articulate arguments clearly, and maintain a permanent record of communication for future reference.
The writer must hold back their anger, frustration, or resentment at the time of writing. Expressing such emotions could potentially lead to an uncooperative or defensive response from the recipient.
Maintain a composed tone throughout the letter
Emotional Restraint: Avoid emotional, subjective, sarcastic, or rude language.
Avoid Accusations: Refrain from criticizing, accusing, or threatening individuals or the organization.
Objective Presentation: Stick to the facts and state them objectively.
Problem Explanation: Explain the issue factually and unemotionally.
Solution Suggestion: Offer a possible solution to the problem.
Firmness with Politeness: Be firm about the situation and your expectations, while remaining polite and tolerant.
Enclosures: Include all necessary documents such as receipts or contracts.

Letter of complaint

The letter of complaint above effectively adheres to the guidelines for writing such correspondence.

1, It addresses the dissatisfaction of the employee regarding the lack of support for individuals living with HIV/AIDS within the College, aligning with the purpose of addressing dissatisfaction with a service provided.

2, The writer carefully chooses their words, articulates arguments clearly, and ensures a permanent record of communication, as evidenced by the structured layout of the letter.

3, Moreover, the writer demonstrates emotional restraint throughout the letter, refraining from expressing anger, frustration, or resentment, which could have elicited an uncooperative response.

4, The tone remains composed, objective, and polite, in line with the guidelines of avoiding emotional, subjective, or rude language and accusations.

5, The issue is presented factually and unemotionally, with a clear explanation of the problem and suggested solutions, showcasing firmness with politeness.

6, Finally, while no enclosures are included in this instance, the letter demonstrates a proactive approach by suggesting solutions to address the issue at hand.

Illustrate the main elements of the communication process