Successful Business Writing & Email Etiquette

Successful Business Writing & Email Etiquette

28th March 2017
9:30 am - 5:30 pm

James O' Keeffe Institute

Places remaining: 8
Cost: €€150.00 (Plus booking fee)

Course Name: Successful Business Writing & Email Etiquette

Start Date: 28th March

Time: 09:30 – 5:30pm

Duration: 1 Day

Venue: James O’Keeffe Institute, Newmarket, Co. Cork

Tuition Fee: €150

Accreditation: Cert of Attendance

Overall Aim:

The aim of the workshop is to help staff develop first-rate business etiquette when corresponding with customers using written communications such as letters and electronic email.  Participants will learn the essential skills required to converse with customers in a professional and competent manner in order to portray a professional image and ensure customer satisfaction.


Who Should Attend:

A practical and interactive one-day workshop, the course is designed for staff, who communicate with customers daily using written communications and email – includes general staff in customer service, administration, reception, sales, accounts, order processing amongst others.



After completing the workshop, each participant will be able to:

Identify the most appropriate communications tool when writing to customers
Apply superb business etiquette for written communication
Create relevant and structured letters & emails using the right content, style and approach
Apply highly developed business English for all non-verbal customer communications
Apply proper business etiquette in the use of language, punctuation and grammar
Write concise yet professional business letters to instil confidence with customers
Design clever and eye catching direct mail letters to grab the customers attention
Reply to customers courteously and professionally with the right tone and level of urgency
Manage email as an effective communications tool to ensure customer satisfaction
Keep emails relevant and easy to follow with related subjects, signatures & notifications
Show discretion when forwarding emails, copying readers or sending attachments
Follow company policies, avoid legal and copyright issues, viruses and spam emails
Build trust with customers by generating personalised business correspondence and emails

Workshop Content:

The essence of professional communications in business today
Written communication – the essential communication tools for building customer relations
Know your audience and understand their needs – choose the right option to communicate
The importance of first impressions for influencing a customer
Define your objective, apply the right approach, style and structure to your writing
Apply essential business English – the correct use of language grammar, punctuation etc
Write clearly and persuasively to attract customers and maintain interest
Instil confidence with customers – write a professional and personalised letter
Generate slick and successful sales letters to win customers
Email communications today – apply the appropriate behaviour for interacting with customers
Apply the right style, content and language to email communication
Keep emails relevant and easy to follow subjects, notifications and contact details
Maintain confidentiality when forwarding or copying emails, or sending attachments
The legal implications for email behaviour – libel, copyright, viruses and spam emails
Keep in touch with customers and build personalised on-going written communications

Training method:

The training will take the form of a one-day workshop, with group discussions and feedback based on individual/group needs. Each participant will receive a course workshop manual.

Bookings no longer allowed on this date.