You have been asked to draft a letter to guests to address concerns about the impacts of possible cyberattacks. Recently there have been news reports describing cyberattacks on the hospitality industry. This letter should reassure guests that the company is taking positive steps to protect guest privacy. Consider the technical and people perspectives.

There are legal requirements for such a letter. This   Data Security Breach Notice Letter guidance document from Hutnik, Kelley Drye & Warren LLP provides guidance for companies facing the need to write notification letters.

Consider the required “tone” for such a letter. The letter must be factual but, more importantly, it is necessary to show an appropriate amount of empathy and understanding for the recipient’s feelings. Empathy and emotional intelligence are important leadership skills for managers.

To learn more about emotional intelligence, read this definition of  Emotional Intelligence.   Then, read about three types of empathy:  https://www.verywellmind.com/what-is-empathy-2795562

The letter should be between 200-250 words and written concisely so the explanation is clear and not overly technical. The point is to ensure guests that the situation is under control and that you’ve taken steps to make sure they can feel confident that their information is safe. Remember accountability and empathy in your letter.

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