• How to prepare and write an e-mail and letter in a logical, step-by-step, time-saving way
• How to organise and structure the material so it's quicker and easier to write for the author and quicker and easier to read and understand for the reader
• How to develop a writing style that's clear, concise and customer-friendly

Who should attend?
Anyone who has to write letters at work.

Learning method
We use a participative style, with a minimum of lecturing, with lots of exercises and group discussions about them.  Each attendee gets copies of workbooks/handouts and exercises to keep.

Workshop content

Topics can vary to meet specific needs, but normally include the following:

• Recognising the importance of business writing in customer care: costs and benefits
• Writing concisely: finding and fixing the common causes of waffling and wandering
• Writing in a modern style: realising what makes writing old-fashioned and how to avoid it
• Writing actively: putting life and vigour into your writing using active and passive voice
• Writing clearly: calculating the readability of your writing with the fog index
• Writing logically: making your writing “flow”, so it’s easier to write and easier to read
• Writing attractively: using headings, bullets and a layout that invites the reader
• Writing customer-friendly: writing in a style that wins and keeps customers
• Writing for real: practicing techniques using real situations from the workplace, such as writing to awkward customers and answering letters of complaint

Note
The maximum number of people for this course is 12, because of the personal attention.