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Question: Your boss wants you to experience all facts of administration and so has asked you to reply to the E-mail. Using the indirect approach, write a refusal e-mail to this patron, applying what you have learned about sending negative messages. Be sure to include any alternative you can offer this faithful customer. Answer: To Ms. Ruby From Associate Manager Humber North Campus Dear Ms. Ruby This mail is regarding your claim request that we have received related to the loss of your personal belongings in the college campus. We are sorry to learn that you have lost your bag pack as I can imagine how disappointed you have been after discovering the loss of your essential materials that you have prepared for your semester. I can completely understand that it is indeed a big loss for you. I am certain that you are aware of the Humber college policies that are posted on the wall at the entrance which highlights that the management is not responsible for the loss of any personal belongings (Garcia-Retamero and Dhami 2013). We regret to inform you that owing to the college policies we are unable to pay you for your loss but since you are a faithful and a regular patron of our college we would be happy to offer price reductions on the books that you need to prepare for your semester. You may visit the book store in our college campus and provide Mr. Pebbles, our book store keeper with the price reduction coupons and purchase your required books at reduced price (Karapanos 2013). I hope this would compensate the loss that have suffered, if not completely, but to a certain extent and help you prepare for your semester and I hope that this maintains the positive relationship that persists between you and the college. If you have further queries do not hesitate to respond to this letter Sincerely, Mandy Sandhu (Associate Manager) Humber College Ph No: 905-671-6305 (Ext: 224) Email: mandy@humber.ca Reference List Garcia-Retamero, R. and Dhami, M.K., 2013. On avoiding framing effects in experienced decision makers.The Quarterly Journal of Experimental Psychology,66(4), pp.829-842. Karapanos, E., 2013. User experience over time. InModeling Users' Experiences with Interactive Systems(pp. 57-83). Springer Berlin Heidelberg