Creating Effective Business Emails

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E-mail is the most common form of communication used in business every day. However, it is often the most misused form of communication. This session is designed to give the participants the skills to create effective emails. It can be tailored for various different computer programmes.
No specific pre-requisites.
Having completed the training the participants will:
• Understand the importance of email as an essential skill in creating and maintaining customer relationships
• Recognise that professional writing is a career skill
• Have practiced the techniques and created an action plan to apply them
Thinking before typing :
• Potential errors
• Who is your reader?
• How formal do you want to be?
• Emails as legal documents
• How urgent is your message?
• When is a telephone call better?
Good business style:
• Understanding your organisations’ guidelines and protocols
• Matching your tone to the reader and the purpose
• Choosing and using words with care
• Side-stepping jargon and overworked phrases
• Ensuring consistency
• Avoiding ambiguity
Why email is different:
• Avoid responding in anger
• Role of the CC & BCC
• Reply or Reply to all
• Editing the message before forwarding
• Read, Respond, Refer or Remove
Areas of confusion :
• How to begin – Business greetings
• How much can I say?
• Can I use headings?
• When should I use an attachment?
• How to end - Cheers, Yours, Kind regards
Choosing Your Words Carefully:
• Sharpening Your Writing Style
• Deleting (Unnecessary) Redundancies
• Forming Parallel Construction
• Recognizing Clichés
• Avoiding Sexist Language
Improving Grammar and Punctuation:
• The basics of punctuation and grammar
• Common errors and how they can be avoided
• Using personal pronouns correctly
• Using the apostrophe correctly