Why take this course?

Have you ever had someone take offence at your email and not know why? Been put off by someone else's message? Tired of writing back and forth to the person who just won't quit? Need to write a sensitive message and not sure how to word it? This course is for you.

Perfect for anyone who must communicate in writing internally and externally, this hands-on workshop will help you write more clearly while putting the "HUMAN" touch back into your client care messaging. You will learn many helpful techniques such as how to "hear" your client's point of view, respond with empathy, choose appropriate words and phrases to adjust your style and tone, use punctuation on purpose, deal with aggression and defuse conflict.

Who should attend?

Anyone in any field who communicates with colleagues and clients through letters or emails. Especially useful for people in client service areas such as sales, service, technical support, human resources, media relations, finance, etc.

Federal Employees

This course helps you learn or enhance skills you need to meet and apply these federal public service competencies, behaviours, policies or programs:

Key Leadership Competencies:
Engagement, Excellence

Employee Effective Behaviours:
Engagement: Working effectively with people, organizations, partners

Communication Practices:
Communications Policy of the Government of Canada