Programme Name

Business Writing & Communication
Outcome
  • Be able to communicate effectively both written and verbally to internal and external customers.
  • Be able to interact more effectively when coming into contact with thecustomer.
  • Understand the importance of the customer and what the customer brings to the organisation.
Develop the ability to defuse conflict situations and handle the irate customer.
Develop the ability to communicate sensitive issues in writing
NQF Level Level 4
Credits 5
 

Module No.

Module Title

How will It be assessed

1

 Communication Basics
  • The importance of effective communication, both written and verbal
  • The Do’s and Don’ts during the communication process
  • The impact of a lasting impression
  • Questionnaire / Written / Verbal

2

 The essentials of written communication
  • Understanding the basic principles of written communication
  • Developing and standard layout and effective template
  • Analysing your existing writing formats and improving these where appropriate
  • The use of correct grammar and eliminating written mistakes, i.e. spelling and punctuation.
  • Questionnaire

3

 Business Writing
  • Effective writing as a business tool Communicate the message as a business tool
  • What you know – Information
  • What you think – Ideas
  • What you feel – Emotions
  • What you want – Intention
  • Practical Work
  • Assignment

4

 Selling your ideas
  • Persuasion and influence with the written word
  • Developing a professional image with an effective written presentation
  • Practical role plays and comply to rating chart and complete questionnaires

5

 Gathering Information
Be able to gather information and establish the true facts about an incident or unclear situations. In any situation using pertinent questions
  • Who?
  • What?
  • Where?
  • When?
  • Why?
  • How?
Observations of all the visual, vocal and verbal clues, to achieve common understanding, test mutual understanding of message (Information, Intention, Ideas & feelings) and comply to the standards of Rating Chart.
Giving Information and Instructions
Be able to give information to an individual or group from memory or with reference to written text or information you have prepared. Using visual, vocal and verbal communication methods. Testing to ensure that the listener(s)
  • Received the correct information
  • Interpreted it the way you intended.
  • The speaker and listener must reach a mutual understanding on the intentions, information, ideas and feelings
  • Questionnaire

6

 The importance of a professional image
What you see is what you get First impressions are lasting impressions
  • Role play
  • Group presentation

7

 Handle Complaints, Criticism & Conflict
Be able to handle any conflict situation. By identifying you own conflict handling style. According to the specified criticism or complaint procedures so that conflict is reduced or resolved
  • Assignment & Feedback
   
Integration Theory & Practice: Through the process approximately 50% practice – 50% theory.
Critical Cros field outcomes:Improve Interactive skills
Language policy Be able to speak and read English
Learning materials Training manuals and reference books
Training Venue In-house Training Only
Number of delegates Minimum 8 delegates
Duration 2 Days
Cost per Delegate
R2 600.00 (Excl Vat)