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Duration :

2 days ( 9am – 5pm )

Medium :



Whether we like it or not, writing or emailing is an important aspect of our daily communication at the work place. We write letters & memos to customers, suppliers and staff; we give instructions & directions in writing; we even write to family members to say ‘Hello’. However, with the advent of technology and the smart phones applications, the skills to write good business writing is fast fading away. Short-cuts and short-forms have taken place of well-thought sentences and this usually leads to misunderstandings.

Around the world, email has become the most important form of business communication medium. We can communicate internationally very quickly, without worrying about time differences between countries – and we can expect to get a quick reply. However, there are some problems with writing emails. Because it is so easy, it is tempting to write in the same way as we speak.

Proper telephone etiquette is very important in that you are representing your company, government agencies or your department. Remembering to use proper telephone etiquette, whether answering the phone or making phone calls, leaves callers with a favorable impression of you, your department, and your organization in general.

Apart of emailing & phone calls, people attend meetings for a wide variety of reasons, including work, personal interests and leisure activities. Most people will have to participate in meetings at some point in their lives, and many people do so on a regular basis. meetings can take place at work, within an organization, government  departments, agencies ,a sports group, a Parent Teachers Association, etc. There are good meetings and there are bad meetings. Bad meetings drone on forever, you never seem to get to the point, and you leave wondering why you were even present. Effective ones leave you energized and feeling that you’ve really accomplished something.

In this training, we will identify the various forms of business writing that we do and how they can be more effectively constructed with focus given to e-mails, the art of telephone etiquette and valuable meetings.

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E-mails –


  • identifying characteristics of e-mail, when to use, when not to use & avoiding improper messages
  • Infringement & identifying e-mail liability
  • E-mail features and security, encryption, digital signatures & password
  • Structuring e-mail messages
  • Netiquette guidelines e.g. Emoticons & abbreviations



  • Reliving telephone etiquette basics
  • Being skilled telephone communicators
  • What are forbidden phrases and soft telephone language skills
  • Value of data collection


 Meetings –

  • Meetings dos’ and don’ts
  • Physical presentation is as important
  • Time management is the key
  • Differences in being interactive and being argumentative
  • The tricks to taking down minutes




  • Classroom facilitated discussion based on power-point presentation.
  • Exercises and group activities.
  • Group-based presentation.
  • Simulations & role-plays.
  • Development of templates and guidelines


Day 1

Registration – Overview of program

  • Ice breaking
  • E-mail Basics
  • E-mail communication
  • Company policies
  • Features of e-mail
  • E-mail content
  • Netiquette guidelines
  • The telephone, a never-forgotten tool!

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Day 2

  • Telephone communicators
  • Forbidden phrases & soft telephone language skills
  • Meetings and convening
  • Staying focused
  • Minutes
  • Image & physical presentation
  • Jelling everything for effectiveness

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