Project Management
IT Courses
Business Skills
Health & Safety
Latest Course -
Next Date: 18/06/12
Microsoft Excel Level 4 Southampton
Microsoft Excel [Southampton] A part of this course will explore some of the new features of Excel 2010 that will enable you to manage and manipulate data more effectively. The remainder of the course will focus on array formulas t - Book Now
Microsoft Excel Level 4 Southampton
Microsoft Excel [Southampton] A part of this course will explore some of the new features of Excel 2010 that will enable you to manage and manipulate data more effectively. The remainder of the course will focus on array formulas t - Book Now
Business Letter Writing Skills - blws
| Level | Workshop |
| Date/Venue | |
| Duration | 1 day |
| Time | 09:30 to 16:30 |
| Price | Net - £280.00 VAT - £56.00 Gross - £336.00 |
Introduction
This highly practical Writing Skills course will provide Customer Service staff with an effective approach to handling customer complaints in the written form, enabling them to develop their skills through practical exercises and group discussion.
The course will show staff how to put the customer first, defuse difficult situations, deliver negative news, make the most of good news - and end on a positive note.
Delivery Methods
The course will be delivered through a variety of participative methods designed to meet the objectives. This will provide delegates with skill development whilst maintaining their interest and motivation.
Reviewing and editing of own work may be undertaken if time permits.
The learning will be reinforced by handouts covering all the main objectives and exercises during the day. These handouts will provide a valuable aide-memoire to support learning on return to the workplace.
Course Aim
To develop letter writing skills to a professional business level.
Course Objectives
The course will be designed to meet the following objectives:
-
Establish clear objectives
-
Identify the needs of the reader
-
Communicate the message effectively and convincingly
-
Handle complaints appropriately
-
Avoid common grammatical and punctuation mistakes
-
Write in a clear, concise style following plain English guidelines
-
Consider the effect of style and presentation on delivery of the message
-
Edit and proof read documents to ensure accuracy and consistency
Course Content
The programme will include exercises and case studies to cover:
Prefer plain words – avoiding padding
Use of the active voice – ensuring a personal and direct style
Assessing the needs of the reader
Handling complaints – a systematic approach
Techniques for writing shorter sentences
Punctuation skills – including use of the apostrophe
Importance of editing and proof reading
Course Includes:
Lunch/refreshments and course materials.
Training Venues for scheduled courses at: Whiteley - Southampton, Salisbury, Basingstoke
Testimonials