Effective Training Associates

Writing Skills

From technical writing to writing assertive customer service emails, our writing skills courses build teams of effective communicators.

Explore Our Writing Skills Courses

Clear Business and Email Writing

OVERVIEW
The average employee spends 28 percent of his or her day on email alone. That’s 73 DAYS per year! Crafting documents only adds to the time spent writing. Delivered to over 100 organizations and 1000s of participants, this lively workshop provides a practical approach for business writing. Participants learn by doing, the only legitimate way to improve writing skills.
 
PRE-WORK: Participants complete a questionnaire and submit a writing. The instructor reviews the sample and tailors course topics to emphasize and address the needs of each participant. The instructor provides feedback and suggestions for improvement of the writing samples.
 
KEY TOPICS:
  • Writing with your goal in mind
  • Providing details that the reader needs
  • Using a conclusion-first approach to get to the point
  • Persuading your audience
  • Applying revising techniques to achieve clarity
  • Trimming the fat from wordy writing
  • Formatting documents for easy scanning of information
  • Making your emails stand out and get things done at work
  • Avoiding misunderstandings by using proper writing etiquette

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Clear Policy, Process and Procedure Writing

OVERVIEW:
Learn an efficient and effective approach to creating organized, clear and concise policies, processes and procedures. The improved documentation will increase compliance and enable employees to produce predictable outcomes both safely and efficiently.

KEY TOPICS:
  • Target policies and procedures to project goal requirements and conditions and audience needs
  • Understand the differences in policy, process and procedure content
  • Organize content before writing
  • Cluster to cut writing time, categorize items and develop headings
  • Order your ideas for standardized policy or procedure layout
  • Use a checklist to ensure quality in documentation
  • Learn the best-practice formatting techniques for policies and procedures
  • Check for specific, concrete wording
  • Avoid evasive vocabulary, wordy phrases and corporate jargon
  • Review processes and procedures for clarity, usability and brevity
  • Use the imperative verb form for procedures to create direct, concise instructions
  • Apply 10 tips for writing easily understood policies and procedures

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Clear Technical Writing

OVERVIEW:
Improve clarity and conciseness of technical documentation by product managers, developers and quality engineers. Those who are not technical writers by profession have to meet the challenge of writing quality documentation – with time constraints and topic complexities. Furthermore, non-standardized writing formats and styles can create inconsistency and confusion. When using a standardized approach and applying best-practice writing techniques, employees can produce organized, consistent, clear and concise technical documents and save time.

KEY TOPICS:
  • Plan the purpose and scope of technical documents
  • Target content to the audience and purpose
  • Ensure completeness of content
  • Draft documents with speed
  • Begin in a way that engages the reader
  • Incorporate processes and procedures
  • Hit the right style for technical documents
  • Organize sections and paragraphs in a logical format
  • Highlight the most important information
  • Revise for clarity and brevity
  • Demystify writing using plain English
  • Eliminate jargon
  • Avoid the nine most common technical writing errors
  • Proofread for error-free writing

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Customer Service Excellence in Email

OVERVIEW:
Ensure that customer-facing employees provide professional, top-notch service in their email writing. The objective of this training is to craft focused emails that are clear and concise and help to build and maintain positive relationships with clients.

KEY TOPICS:
  • Decide when to email versus call the customer
  • Write specific, meaningful subject lines
  • Start and close emails with the “human dimension”
  • Use the GRACE email format for excellent customer service
  • Articulate action items clearly
  • Achieve clarity and conciseness in writing
  • Create a respectful tone
  • Ensure completeness
  • Achieve proper email etiquette
  • Proofread for perfection

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Preparing Content for Powerful Presentations

OVERVIEW:
This is a webinar for individual contributors and managers who want to improve their ability to get messages across to management in project review and project proposal presentations. By examining the differing perspectives of business-focused and technology-focused people, you’ll learn to focus your presentation on the results you want to achieve and condense it for effective communication to sponsors, executives and customers – those with the power to advance your project and your career.

Upon completion, participants will be able to:
  • Follow a process to prepare concise and effective presentations
  • Explore the differing perspectives of business managers and technology-focused audiences
  • Translate technical terminology into business benefits
  • Identify the desired outcome of the presentation in terms of audience response
  • Develop an effective strategy and presentation format to achieve goals
  • Condense content into a memorable message, appropriate to the level and interests of the audience
  • Focus on high-value information – recommendations, evaluations, breakthroughs and surprises – rather than simply doing a “data dump”
  • Develop an interest-building opening and a decisive closing
  • Organize and prepare presentation materials for lean and effective slides

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