English B2 / Writing Writing B2 · Workplace cases
Before you reply,find out what happened. An email may tell only part of the story. Read the message, check the internal record, and write a reply that clears things up without inventing facts or assigning blame.
20 cases to explore 5 steps per case Your draft stays in this browser
All cases20 Marketing4 Software4 People4 Health administration4 Operations4 CASE 01 · Marketing × Product The form that wasn't broken An invitation went out. The sign-up form was closed. Marketing wants to know who took it offline. CASE 02 · Software × Product Done for whom? A ticket says Done. A client cannot find the feature on her phone. Is the release broken? CASE 03 · People × Team lead Friday doesn't work One short reply to a remote-work request sounds like a ban on an entire team's policy. CASE 04 · Marketing × Design The photo from last season The campaign copy was approved, but the product photo in the post belongs to an older version. CASE 05 · Marketing × Partnerships The post before the announcement A partner sees the launch post before the agreed joint announcement. CASE 06 · Marketing × Account team A quote in the wrong place A customer quote appears in an advertisement, and the account manager says the customer is upset. CASE 07 · Software × Support An outage for one account Support reports a platform outage, but the evidence points to one account’s permissions. CASE 08 · Software × Customer success Deployed, but where? A customer cannot see a change that the ticket calls deployed. CASE 09 · Software × Analytics The records that disappeared A dashboard looks empty and a colleague fears the records were deleted. CASE 10 · People × Hiring A cancellation that was a reschedule A candidate sees a cancellation but never receives the replacement invitation. CASE 11 · People × Learning Completed is not certified An employee finished training modules and expects a certificate the dashboard does not offer. CASE 12 · People × Team lead The leave request still open An employee thinks her leave was refused when her manager actually meant coverage was unresolved. CASE 13 · Health administration × Portal The result notice and the locked portal A result notice arrives, but the patient cannot open the document. CASE 14 · Health administration × Scheduling Confirmed request, unconfirmed appointment A patient arrives after an automatic message said an appointment request was confirmed. CASE 15 · Health administration × Language access Requested is not booked A patient arrives for an appointment and the interpreter everyone expected is absent. CASE 16 · Health administration × Referrals Received, not scheduled A patient believes a received referral means an appointment has been booked. CASE 17 · Operations × Sales In stock, but not available Sales promised a unit that appears in stock, but the warehouse says it cannot ship it. CASE 18 · Operations × Logistics Delivered to a route, not a recipient Tracking says delivered, but reception says no package arrived. CASE 19 · Operations × Facilities Two teams, one room Two teams arrive for the same meeting room, each holding a calendar entry. CASE 20 · Operations × Billing Two documents, one charge? A customer sees two documents for the same project amount and fears a duplicate charge. 