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CMA Foundation · Fundamentals of Business Laws and Business Communication · Features of Effective Business Communication

Under the 'you-attitude' approach, which rewrite of a notice about a delayed refund from Gupta Electronics is most appropriate?

The best rewrite is the one telling the customer they will receive the refund within 7 working days after the audit ends on 10 June. It uses the you-attitude by focusing on what the receiver gets and when, whereas the other versions emphasise the company's procedures and limitations.

  1. AWe cannot process refunds until our accounts team finishes its audit.
  2. BOur policy does not allow refunds before the audit is complete.
  3. CYou will receive your refund within 7 working days of the audit, which ends on 10 June.Correct
  4. DRefund delays are caused by our internal procedures.

Explanation

The you-attitude presents the message from the receiver's viewpoint, stressing what the customer will get and when. Option C does this with a specific benefit and date. The other options focus on the company's problems, policy or procedures.

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