Business Communication 7th Edition by Mary Ellen Guffey ,Dana Loewy

Exercise 4

Ethical Issue: Assume that you have drafted a letter to a customer in which you apologize for the way the customer's account was fouled up by the Accounting Department. You show the letter to your boss, and she instructs you to remove the apology. It admits responsibility, she says, and the company cannot allow itself to be held liable. You are not an attorney, but you can't see the harm in a simple apology. What should you do? Refer to the section "Tools for Doing the Right Thing" in Chapter 1 to review the five questions you might ask yourself in trying to do the right thing.