The Essential Email Training
While email is the most rapidly growing communication tool for business use, its remote nature – which eliminates tone of voice and body language – presents a huge potential for misunderstanding and misinterpretation. Bottom line, employees who don't use email effectively, give bad service and hurt your company's image and performance.
The Essential Email Training is a three-hour, hands-on, trainer-led, interactive training workshop designed to improve the quality of communications delivered by corporate email users. It is especially useful for those who use email in help desks, customer support, call centers, and for employees who email with internal as well as external customers. After attending this course, participants will be more effective at delivering customer-centric communications via email, and they will also improve their overall efficiency at responding to and managing the email messages that they receive.
The Essential Email Training consists of five modules:
Module 1: Making the Most of the Medium
This first module provides an overview of email and explores how it can be an invaluable tool for receiving and disseminating information quickly and easily in today’s rapid paced and global business environment. The participants will examine:
- Best and worst uses of the medium
- When not to communicate via email
- How to use e-mail to its best advantage
Module 2: Brushing Up Your Email Etiquette
In this module participants will learn the basic code of conduct for using email at work and the core do’s and don’ts for composing, posting and responding to e-mail messages. Areas covered include:
- The ten most common email mistakes and how to avoid them
- How to respond when you have to say “No”
- Ways to create a personal email style that has a positive impact on outgoing messages
Module 3: The Ins and Outs of Email Ethics
Few areas in recent history have challenged the legal system as much as online communication. Areas covered include:
- Privacy issues
- Intellectual property
- Copyright
Module 4: Time Management for Your Mailbox
Upon completion of this module, the participants will be able to better organize their incoming messages and send outgoing messages that hit the mark. Areas covered include:
- Separating the significant few from the trivial many
- Writing emails that produce the desired action
- Composing emails that save time for others
Module 5: Creating Online Rapport
Research shows that 55% of what we learn comes from body language, 38% comes from the tone of the voice and only 7% is derived from the words. e-mail, however, is like flying blind unless you take steps to insure that you are creating electronic rapport with the person to whom you are sending your message. In this module, the participants will learn primary tools for creating electronic rapport and dealing with upset customers, they include:
- Mirroring your customer’s style
- Creating rapport with sensory language
- Backtracking key words
Module 6: The G.R.E.A.T. Method
This module teaches the participants how to write emails that generate action and impact. By learning the G.R.E.A.T. method for all email communication, the participants will incorporate the five key areas for composing email messages that present a professional image and get timely results.
Read an article about what mistakes to avoid when
writing email »
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