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.

"I have learnt the common errors made in writing and how to correct them. This will help me write in a more effective and concise manner."
- Ms Angeline Tan Sui Lin, Senior Sales & Marketing Executive, SISTIC.Com Pte Ltd

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.

Detail

Date:
Duration:	1, day(s) 9:00AM - 5:00PM
Fee:	$390.00
Venue:	Hotel Rendezvous or similar

Fees are subjected to prevailing GST of 7%

For more information, please contact JobsDB Learning at 65788111 or email to learning@jobsdb.com.sg

Payment must be made before the commencement of the workshop. No cancellation is allowed 7 days prior to workshop.

Participants will receive a Certificate of Attendance upon course completion.

SDF Funding Approved!
Please contact JobsDB Learning for more detail.

Outline

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

Facilitators

Ms Audrey Lai

Methodology

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.

Testimonials

"I have learnt how to phrase letter and convey message appropriately and efficiently."
- Ms Loo Huey Yi, Marketing Executive, Singapore Discovery Centre Ltd

"Now I know the outdated words and phrases."
- Ms Kwong Siew Geok, Senior Customer Service Executive, Silicon Connection Pte Ltd

"I have learnt the common errors made in writing and how to correct them. This will help me write in a more effective and concise manner."
- Ms Angeline Tan Sui Lin, Senior Sales & Marketing Executive, SISTIC.Com Pte Ltd

Objectives

-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

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Result-Oriented Writing