Communication Strategies

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Scenario 1: The emphasis should be on a much more readable level.  Sentences should be shorter, but not so short that it would convey terseness or a flippant attitude.

Scenario 1:  The text should be very informal, though not condescending informal; but enough to convey that you are personally upset, and apologetic, about the situation.  The text should gently transition from the problem to the apology.

Scenario 1: It would be important to convey to the audience how deeply grieved you are by this situation too, and that every effort will be made in the future so that this does not happen again.  Accept blame and responsibility, though not with the intention to convey financial responsibility for the refund.

Scenario 2:  The text can be more complex since the reader should be much more educated.  Conversely, the text should not be too complex that it obfuscates the issue.

Scenario 2:  The style should be more formal since the audience is not personally known.  The tone should convey displeasure without being hostile.  There should also be the tone of disappointment.  The beginning of the document should focus on the introduction of the issue and then transition into the displeasure.

Scenario 2: The sandwich approach should be taken with this issue to keep the negative aspect in between two positives.  Possibly start the letter with emphasizing the positive aspects of what drew you to taking your business to them.  Then present the problem.  Finally, end with a positive that you are confident that they will resolve this based on the positive things you have heard about them; and end with thanking them in advance since you are confident they will resolve this error.