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Tue Feb 27 2018, 9:00am–5:00pm
Fri May 4 2018, 9:00am–5:00pm
Wed Sep 5 2018, 9:00am–5:00pm
Fri Dec 7 2018, 9:00am–5:00pm

Where: Royal Plaza On Scotts, 25 Scotts Road, Orchard Road, Singapore

Restrictions: All ages

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, you 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

What you will learn
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
- empathise with the reader
- apologise if necessary
- turn negatives into positives
- minimise conflicts
- position conclusions and recommendations strategically

Editing and Proofreading Message
- use the right words and tone
- organise and transition ideas effectively

Avoid Common Grammar Traps

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.

Participants are guided through practical steps of the topic with a combination of lectures and group discussions.