Course Details

Course Title: Administrative: Result orientated writing

Course Language: English

Qualification Required: All Level are welcome

Mode-Of-Training: Classroom

Duration: 9am - 6pm (Lunch break 1hr)

Job Level: 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

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.

Our instructor will make use of various interactive approaches such as group discussions and exercises. Instructor will also provide feedback on participants' work for editing and learning purposes.

Course Objective

  • 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

Course Content

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

Course Information

  • Course Fee: SGD$388.00
  • Categories: Management
  • Instructor: -
  • Session (Days): 1
  • Duration (Hours): 8hrs
  • Course Medium: English
  • Level: All Level
  • Course Date: 29 June 2018

SkillFuture Reference: CRS-N-0040465

This course is full day, starting at 9am until 6pm. The cost is inclusive of all materials, refreshments and snacks. Course date/venue subject to change if warranted by circumstances.

How to Register

  1. E-mail: Send us an email at ; Include your Name, Contact Number and Title of couse you wish to register. We will contact you with further details and confirmation on registering.
  2. SMS: Text us at +65 8265 5000 include your name, email and title of course you wish to register for. We will contact you with further details and confirmation on registering.
    Example of SMS Format: "Mr John Lim" "email address" "Title of course"
  3. Call: Call us at +65 8265 5000 and discuss your interest with our Admin Officer