Provided by: Effective Outsource Networks

Result-Oriented Writing 13 June 2012

Business and Management Skills

What do you want your reader to understand, appreciate, feel, or even respond to your letter or email? Communication is not just conveying a message, communication is coding the message with the interpretation in mind.
This course is designed to help learners understand and respond to different reader expectations in different situations. This includes knowing the readers' concern and addressing these concerns; showing empathy; using the right tone, especially in difficult situations; building good will; managing expectations and how to defuse negative situations to get buy-in from readers.
The trainer will make use of various interactive approaches such as group discussions and exercises. Trainer will also provide feedback on participants' work for editing and learning purposes.
After the workshop, participants will be able to:
-understand and manage the expectations of readers to write effectively
-use the right tone to respond positively
-address specific concerns of readers with reader-centric messages
-apply skills taught to write clear and concise messages to meet the expectations of readers in different situations
Using a Reader-centric Approach
- clarify purpose for writing
- know your readers and their concerns
Writing in Positive Situation: Good News, Information and Requests
- manage reader expectations
- build goodwill
- make the most of good news to drive specific outcomes
Writing in Negative Situations: Bad News and Complaints
- understand situation clearly
- show readers that you understand their needs
- empathize with the reader
- apologize if necessary
- turn negatives into positives
- minimize conflicts
- position conclusions and recommendations strategically
Editing and Proofreading Message
- use the right words and tone
- organize and transition ideas effectively
Avoid Common Grammar Traps
Participants are guided through practical steps of the topic with a combination of lectures and group discussions.
Who Should Attend
Managers, executives, administrators, customer service, customer relations personnel who in the course of work need to write letters and email in response to colleagues and customers.
Course Details
Course Date 13 Jun 2012
Time 9am to 5pm
Venue Grand Park City Hall Hotel or similar
Early Bird Closing 22/ 5/2012
Fee Per Participant
S$374. 50 (Early Bird)
S$417. 30 (Normal)
S$342. 40 (Member)
Fee is inclusive of 7% GST, training materials, lunch and tea breaks.
SDF-Approved Yes
Ms Audrey Lai
"I have learnt about the different styles and tones for different context of business writing. The concepts learnt can help in my staff work and replies to Forum letters."
- Ms Serene Wong, Senior Public & Internal Comms Executive, ICA - Coms Division
"I have learnt about the do's and don'ts of writing, and will now be able to write correct and formal emails."
- Mr Pan Weizhong, Assistant Manager (Customer Relations), MOH Home - Customer Relations Division
"I have gained a clearer understanding on some common errors. The concepts and skills learnt will be helpful in structure writing and context."
- Ms Loo Poh Li, Analyst, DBS Bank Ltd
Participants will receive a Certificate of Attendance upon course completion.
This is primarily ilt training
Duration:7 hours
Training Presented in:English
Training Provided by Effective Outsource Networks
About The Training Provider: Effective Outsource Networks
Effective Outsource Networks - Established in 1996, Effective Outsource Networks (EON) specialises in providing human capital consulting and training services to organisations in Singapore. It has helped organisations improve on day-to-day human resource operations through three main areas of support, namely, information service, consulting, and training. In January 2013, EON was incorporated as EON Consulting & Training...
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