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LLD 100WB Laney Addressing Complaints on the Negative Incidents at Work Letter

LLD 100WB Laney Addressing Complaints on the Negative Incidents at Work Letter

Question Description

I’m working on a english writing question and need a sample draft to help me learn.


  • Read the following case carefully. Then, respond to each of the following TWO tasks.
  • You should draft your messages and label each response as TASK #1 and TASK #2. Your completed draft should be approximately 1-2 pages maximum.
  • Make sure to apply what you have learned throughout our class with regard to considering the audience, the choice in language, your purpose, and what impact your message will have to remedy the situation.


  • ROLE and SITUATION- You are the Regional Manager of United Airlines here in the Bay Area and you have just received notification that a passenger’s dog died on a flight leaving SFO due to the negligence of the flight crew after they ordered the passenger to place their small, frail, older dog into the overhead compartment for the entire flight to Chicago. The dog died, and the family and passengers on that flight are very upset and distressed. They are lashing out on social media. The negative comments and anger on your social media accounts are growing and a lot of it is directed at the United Airlines crew in SFO specifically. United has faced a number of negative incidents in the last few years and has taken slow and indecisive action to address these concerns. (see the attached links to see the problems United has faced).

Beating Up Passenge

Family and Dog

  • United Airlines has instructed all Regional Managers to be decisive and proactive in addressing passenger issues that are this negative again and have given you full authority to do what you think is best. Since you and the lawyers are talking to the customers privately, you need to address your PR situation asap. You need a plan and need to work quickly. Your sales are already starting to drop.


Instructions- Respond to both of the following tasks

#1- Company Policy – Internal Message

    • Task #1– Draft a message to the SFO United Airlines division addressed to all employees (internal) that establishes policy and reassures your team that United is “handling” the situation. Inform the team of your actions and give clear directions on what you would like them to communicate with customers and the public. Also, decide HOW you will give this message to your employees – by memo, email, face-to-face, zoom?

#2 – Negative Social Media Post – Public

    • Task #2 -Draft a message to post on your United social media and explain a plan for how you will manage this situation through your social media (public). Provide the message that you would post on United social media platforms. Consider that many of your customers will most likely see this and it will impact your reputation QUICKLY.

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