Soft skills training - Effective Business Writing

Course Outline

Introduction
Letters and emails carry great weight in the contest to win, maintain or retrieve the customer’s approval. Badly written they create a poor impression and can severely damage your company’s reputation. Internal emails also have the potential to create either good or poor relationships depending on how they are written.

Who is this course for?
People who communicate with their internal / external customers by letter or email. In particular it is aimed at people who have to handle enquiries, complaints or persuade people, using writing as the medium.

Course objectives
The objectives of this programme are to enable delegates to:

Write more clearly and positively
Produce well structured work
Adapt their approach for differing needs
Create goodwill by handling enquiries and complaints effectively

Course Content/ Learning Components
Delegates are requested to bring examples of their written work to the course.

Design and layout of letters and emails
Planning to write
Language, sentence construction and paragraphs
Dealing with enquiries
Communicating bad news
Replying to complaints
Writing persuasive emails and letters
Checking for readability using the fog index

Behavioural Competency Addressed
The following primary competencies and success factors will be addressed in the course:

Communication: Delivery Through People
Customer Focus
Business Awareness

Duration
This is a one day course

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