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Basic Written Skills

This course provides guidelines and best practices enabling participants to work face-to-face with customers, and present an image that reflects confidence, credibility, and capability. This course also provides guidelines and best practices to enable participants to express ideas clearly, accurately, and professionally in business writing, either in a letter, email, text or social media.

Course Goals

  • Explain different options for written communication.
  • Plan your message.
  • Organize your message for your audience.
  • Polish your message to ensure it communicates the message you want.
  • Give bad news in writing.
  • Write a business letter, email, text.
  • Respond to angry customers.

Learning Outcomes

Written communication options
  • Explain different options for written communication.
Plan/organize/polish your communication
  • Explain how to clearly organize your message so your audience will understand it.
  • Explain how to give bad news in writing.
Write a letter
  • Define the value of a business letter.
  • Demonstrate how to format a business letter.
Write an email
  • Explain emails do’s and don’ts.
  • Explain when and how to use text messages.
Respond to angry customers
  • Explain the 5 Step Service Recovery Strategy.
  • Explain how to respond to an angry customer in writing.

Business & Community Education

Corporate & Business Solutions

Buchanan Hall 122
319-296-4223
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