In a workplace where written communication plays an essential role, the quality of an email or chat message can strengthen or damage a relationship in a matter of seconds. This training course offers a simple, practical method for writing professional messages that inspire confidence and facilitate collaboration. You will explore how to prepare your communications, choose the right tone, structure an effective message, and avoid common mistakes that undermine credibility. The specifics of instant messaging, customer service issues, and managing sensitive situations are central to this training. Whether you need to reassure, clarify, refuse, or deliver bad news, you will learn how to craft your messages with tact, precision, and impact.
Always remind yourself of the Latin proverb saying “Verba volant, scripta manent”, meaning that the spoken words fly away, but written words remain – so are e-mails and instant messages as well!
Duration
1 day
Schedule
9h to 16h
Regular fee
$540
Preferential fee
A preferential rate is offered to public institutions, to members of certain professional organizations as well as to companies that do a certain amount of business with Technologia. To know more, please read the "Registration and rates" section on our FAQ page. Please note that preferential rates are not available for online training courses. Discounts cannot be combined with other offers.
$485
Objectives of the training
By the end of this training, the participant will be able to write appropriate e-mails and instant messages according to current best practices.Targeted audience
AllPrerequisite
NoneTrainers
Benefits for Participants
- Greater clarity in communication
- Improved professional image
- Fewer misunderstandings
- More relaxed management of sensitive situations
- Greater satisfaction among clients and colleagues
Course architecture
Structure your thinking, choose the right words, and send messages that support collaboration, customer satisfaction, and workplace efficiency.
Preparing before communicating
This section guides the preliminary reflection that will help you avoid misunderstandings and choose the most appropriate communication channel depending on the situation.
Topics covered:
- Determine the real objective of the message to define the right tone and structure
- Establish the priority level of the message to better manage urgencies and expectations
- Recognize personality styles and adjust your approach to foster understanding
- Handle delicate or sensitive situations without creating unnecessary tension
- Choose between email, phone, virtual meeting, or face‑to‑face interaction based on the context
- Adjust your writing style between formal and informal registers to achieve the desired effect
Writing a clear, professional, and effective message
You will learn best practices for writing clear and professional messages, even in difficult or sensitive situations. The focus is on how to formulate a message that informs while limiting misunderstandings.
Topics covered:
- Apply best writing practices for internal and external emails
- Manage the specific aspects of chat and instant messaging
- Defuse negative emotions in customer service contexts and maintain a constructive atmosphere
- Deliver bad news in a professional and empathetic manner
- Formulate a refusal while preserving the trusting relationship
- Offer apologies that genuinely repair the impact of an incident
- Identify and avoid the most common writing mistakes that harm credibility
Finalizing and sending a message without risk
This section emphasizes the essential verification steps to ensure an error‑free send.
Topics covered:
- Reread your message to validate coherence, courtesy, and relevance
- Correct mistakes that could harm your professional image
- Check for the presence of attachments and functional links
- Choose the “To” and “Cc” fields wisely to ensure targeted distribution
Pedagogical details
Training architecture
Team e-mail writings, self-assessment of current practices, case studies, group discussions and debriefings.
Type of training
Skill development
Skill development and knowledge integration
Decision support
Basic knowledge
Private or personalized training
Do you have several employees interested in the same training course? Whether in person at your offices or remotely in virtual mode, we offer private training courses tailored to your team's needs. Group rates are available. Contact us for more details or request a quote online.
Request a quoteDuration
1 day
Schedule
9h to 16h
Regular fee
$540
Preferential fee
A preferential rate is offered to public institutions, to members of certain professional organizations as well as to companies that do a certain amount of business with Technologia. To know more, please read the "Registration and rates" section on our FAQ page. Please note that preferential rates are not available for online training courses. Discounts cannot be combined with other offers.
$485
Private or personalized training
Do you have several employees interested in the same training course? Whether in person at your offices or remotely in virtual mode, we offer private training courses tailored to your team's needs. Group rates are available. Contact us for more details or request a quote online.
Request a quote