Effective E-mail course

The challenge of continually meeting internal and external customer’s expectations requires the ability to perceive customer requirements and respond appropriately.

When much of the work is done via e-mail, clear concise and considered communication using this media is imperative to sustain the reputation and  professional image of the organisation. People will typically judge not only the accuracy and clarity of e-mail communication but how it is put across; emphasising the challenge of e-mail management.

This bespoke course is designed to help participants gain a greater understanding of the principles, knowledge and skills under-pinning effective e-mail communication in order to inspire confidence in producing professional e-mails.

The course will be structured around the following components:

Introduction & Context

• Discussion around the purpose, benefits and drawbacks of e-mail

• Card sort activity to determine the principles of effective e-mail communication

• Review of the feedback collated before the course to identify barriers and strengths when communicating via e-mail

Stepping in the Shoes of the Receiver

• Activity to determine what is and what isn’t appropriate to communicate via e-mail

• Activity to identify the impact of language and tonality from the receiver’s perspective

• Discussion around the impact of responding emotionally and how to prevent ‘flaming’

Preparing E-mails

• Review of tool to structure effective e-mails

• Learning input relating to the use of appropriate grammar, punctuation and spelling

• Activity to identify the impact of using positive language and phrasing

Practical Session

• Coaching pairs activity to critique and evaluate the e-mails brought to the course and edit them accordingly

• Application of tools provided to demonstrate a structured approach to writing effective e-mails