■ 2003年5月13日(火)
タヒチアンNONIジュースとサンシャインプラネタリウム
Reference: Written Communication by Brian Asbjornson (May. '03, Business English from NHK radio)
As we learned in the Graham Harris interview in the April material, a good way to provide feedback on work performance is to "sandwich" criticism:
1. Write something positive
2. Report of negative behavior
3. And with a positive comment
Here is an example of a note that Kensuke might write to the night staff.
To: Ben Damon, overnight desk staff
From: Kensuke Ota
RE: Unauthorized break by front desk staff
I want to thank you for your efforts in improving the level of customer service during the night hours. I am proud of the progress so far.
I want to, however, remind you of a persistent complaint we receive from guest. It has come to my attention that you are taking unauthorized breaks during working hours. This has left our front desk area with no staff when guests come to the front desk. Let me remind you that this is unacceptable, and if the problem continues, I will have to take formal disciplinary action.
I hope this reminder will solve the problem and I will not need to bring this issue up again. With your cooperation, we will be able to reduce customer complaints and reach the high levels of customer service to which we all aspire.
(See page 12 in the textbook)
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