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Getting to the Heart of E-mail Communication™
Communicate professionally with e-mail
 Program Benefits
Getting to the Heart of E-mail Communication™, from Impact Learning Systems, teaches your employees the skills they need to create e-mail and chat messages that are positive, professional, clear, and concise. By using the skills taught in the program, employees will create effective e-mails that reduce costs due to errors and misunderstandings.
After completing the training, your employees will be able to:
- give their messages a clear and logical structure
- emphasize what can be done, not what can’t
- convey enthusiasm and sincerity
- build rapport
- question strategically to minimize thread length
- show value
- use a professional tone and correct grammar
- respond effectively to e-mail from upset customers
Critical Applications
Getting to the Heart of E-mail Communication is the perfect course when you need to:
- improve internal communication
- reduce costly errors due to misunderstanding
- improve the tone and grammar used in e-mail communications
- increase customer satisfaction scores
- retain customers and improve customer loyalty
- develop a standard of communication for a department or your entire company
- improve communication between departments so they work together for the good of the customer and the company
Program Description
During the training, participants practice skills as they relate to their own customers and jobs. A series of on-the-job exercises cements learning. As a result, participants are able to immediately apply what they learn in order to:
- create a clear subject line that grabs attention
- demonstrate five principles essential to good communication
- structure an e-mail message for easy understanding
- save time by grouping questions logically into one e-mail
- format a message to highlight critical content
- use appropriate e-mail tone and grammar
- personalize "canned" e-mail
- deal with challenging customers
More than just a training event, Getting to the Heart of E-mail Communication makes sure the following questions are answered:
I. Do they know it?
Participants learn material through engaging workbook or online reading assignments, mini-lectures, and lively group discussion. Learning is assessed through quizzes and trainer observation.
II. Can they do it?
Learning what it takes to communicate effectively through e-mail or chat isn’t enough; your employees need to practice each step of the way. After each short reading assignment or mini-lecture, participants practice a generic example in a written or group exercise so that they can focus specifically on the skill they’re learning. They then review and rewrite their own e-mail messages (collected prior to class) to reflect the skills they just learned. This means they can immediately apply the learning back on the job.
III. Will they do it?
Getting to the Heart of E-mail Communication includes action plans and a series of on-the-job exercises that allow participants to focus on one skill each day while they’re working on the job.
Implementation/Customization
The program is available in instructor-led or online learning formats, or a blend of the two. It is approximately 4-8 hours and may be delivered all at once or easily broken into small learning units to fit training time available. The ideal class size is 6 to 18 participants. Impact’s free online Progress Management Center lets you track the progress of each student. Although participants spend at least one-third of the program working on specific examples from their own jobs, further customization is available in the form of exercises, case studies, role plays, and job aids. A companion program for managers, Making It Happen™, teaches the coaching skills necessary to inspire outstanding performance.
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