After completing this course, you will be able to
- keep it HUMAN.
- "hear" the customer's point of view and respond with empathy
- write clearly, accurately and respectfully
- reduce the number of follow-up messages needed
- choose an appropriate style and tone for each communication
- deal with and defuse conflict and aggressive messages.
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.
This course helps you learn or enhance skills you need to meet and apply these federal public service competencies, behaviours, policies or programs:
Privacy and confidentiality
Keeping it HUMAN:
- Hello, greeting
- Use empathy
- Make it a positive
- Positive sentence constructions
- "Open door" policy
- Answer every question
- Notice and listen
- How to "listen" with text
- Applying inverted pyramid
- Mirroring phrases
Plain language techniques
- Sentence structure
- Unnecessary phrases
- Smothered verbs
- Active voice
- Language level and jargon
Style and tone
- Detecting and responding to client's filters
- Softening tone
- Punctuating on purpose
When and when not to reply
- Dealing with aggressive messages
- Defusing conflict