Mastering Business Emails And Communication Skills With Nlp

Introduction

A professional approach that upgrades participants email writing skills, telephone skills, emotional intelligence and time management skills.

Upgrading your Business Email and Communication skills to enhance the overall outcome.

This program is designed to expose participants to a compact view of Business Communication and Writing skills, its scope and importance in the professional business environment, and the role of communication in establishing a favourable internal and external business environment by adapting to Communication Styles and Neuro Linguistic Programming (NLP).

The focus is on email, telephone, emotional intelligence and time management skills. This program also develops an awareness of the importance of spoken and written expressions, where the right choice of words and positive style writing works to your business advantage.

This program is interactive and activity based to enhance the teaching and learning outcomes. It involves various fun and problem-solving related activities.

Learning Outcomes / Benefits

By the end of this course, participants will be able to:

• Demonstrate and apply the use of the 4 basic communication skills anticipating the current business environment, including anticipating audience reaction and applying customer service language and emotional intelligence
• Write effective and concise emails that addresses professional work-related issues
• Communicate effectively through the telephone by applying NLP
• Communicate effectively and efficiently with clients internally and externally by adapting to individual styles to improve on time management skills
• Develop inter and intra business communication skills that contribute to effective interpersonal, social and professional relationships
• Learn to manage difficult clients and situations

Key Content

Pre-Assessment: A 45 minute basics of English assessment
Objective: to gauge participants’ level of English proficiency.

Module 1: Facing Today's Communication Challenges by Applying Styles and NLP

• Understanding and adapting to the 4 major styles of communication whilst applying it in spoken and presentation skills
• Applying NLP to written and verbal communications
• A styles assessment is conducted to identify individual’s dominant style’s

Module 2: Completing The Grammar Puzzle

• Upgrade participants’ basics of grammar to enhance their communication skills
• Practical - Grammar exercises – individual & group work throughout the 2 days

Module 3: What is Emotional Intelligence (E.I.)

• How E.I. enhances your communication skills
• How E.I. complements Styles and NLP for positive outcomes in communication skills
• Practical – Application through group written exercises

Module 4: Effective Telephone Conversation Skills

• Managing calls effectively by applying styles, E.I. and NLP to resolve or redirect issues
• Managing calls in timely manner
• Managing challenging calls effectively
• Practical – Role playing of work-related issues through scripts prepared by participants

Module 5: Business Writing Skills – E-mails

• Learning skills to edit through elimination of wordiness, overcoming confused and misspelled words and rephrasing sentences from passive to active
• Selecting the right choice of words and phrases while mirroring the language used in the specific styles
• Planning – Understanding, Analysing, Investigating & Adapting
• Drafting – Organising & Composing
• Edit (3X) – Revising, producing & proofreading
• Writing according to audience styles – generally 4 styles
• Practical – Groups plan, draft, edit and present their work for collective editing

Module 6: Business Correspondence Skills – Everyday Internal And External Emails

• Effectively utilizing emails to address issues and create interest among the readers so as to respond to accordingly
• Improving readability in short business messages
• Writing and sending routine replies and positive messages
• Conveying bad or negative news
• Writing persuasive messages
• Addressing challenging clients and issues by applying NLP skills
• Practical – Group drafting and collective editing for presentation

Module 7: Persuasive Emails And Memos – The Art Of Persuading And Convincing

• Learning to write persuasive emails by applying NLP styles
• Practical – Drafting, collective editing and presenting scripts prepared by participants on work related situations

Module 8: Managing Complaint Emails

• Learning to identify negative words or phrases and rephrasing them positively by applying NLP techniques
• Practical – group drafting, editing and presenting of response to complaint email

Continuous Assessment – Based on all group work which will be assessed.
Objective: To assess the level of understanding and application of contents delivered

Target Audience

This course is suitable for new Executives, Junior Managers, Supervisors, Line Leaders, Team Leaders, Coordinators and Admin Personnel who would like to improve their Business Communication & Writing skills to ensure a productive business relationship internally & externally.

Methodology

This is an interactive training programme, whereby participants are to gain the learning points through various business communication activities applying the methods below:

• Interactive lecture
• Manual – notes
• Individual & group presentations
• Group discussions
• Problem solving situations
• Power point