Business Language & Communication Skills
Written communication skills are more important than ever. Customers regard the communications they receive as part of the service and identity of their suppliers. Poor writing means poor service.
This lively one day course recognises that, if anything, written communication has got harder. Everyone is expected to be the masters of letters, emails and short reports. We all have to display skills in a variety of media with a range of electronic tools. We deal with all these issues, along with the need to write accurately, briefly and clearly in English your customers can readily understand.
The course has been designed to reflect the culture and identity of Computer Associates. Exercises and activities focus on the communication challenges faced every day.
Learning Objectives
This 1-day workshop will help you write more effectively to enhance customer service and sales performance.
By the end of this course, delegates will be able to:
Define the precise objectives of their communications
Select the right medium for contact – including the use of telephone as an alternative, or follow up
Assess the reader and choose the right way to approach them
Plan and structure the communication
Use plain ‘spoken’ English - that improves understanding and raises level of interest
Lay the document out in a way that reflects the style and approach of the company
Know how and when to follow up a written communication to maximise response
Key skills in grammar and style
Key Topics
Communication objectives: precise definition of what we want the reader to know, feel and do
Choice of media – when to phone, write or email
Principles of plain English – language, grammar and length
Key grammar mistakes and how to avoid them
Useful MS Word tools to improve readability and efficient written communication
