Successful Business Writing and Email Etiquette

Successful Business Writing and Email Etiquette

Successful Business Writing and Email Etiquette


Learn the essential skills of writing so that you communicate in a professional and competent manner with customers.


The essence of professional communications in business today

Non-verbal communication – the essential communication tools for customer relations

Know your audience and understand their needs – choose the right option to communicate

The importance of first impressions for influencing a customer

Define your objective, apply the right approach, style and structure to your writing

Apply essential business English – the correct use of language grammar, punctuation etc

Write clearly and persuasively to attract customers and maintain interest Instil confidence with customers – write a professional and personalised letter

Generate slick and successful sales letters to win customers

Create proposals, estimates and quotations to meet customers needs and expectations

Email communications today – apply the appropriate behaviour for interacting with customers Apply the right style, content and language to email communication

Keep emails relevant and easy to follow subjects, notifications and contact details

Maintain confidentiality when forwarding or copying emails, or sending attachments

The legal implications for email behaviour – libel, copyright, viruses and spam emails

Manage customer complaints and difficult situations successfully

Keep in touch with customers and build personalised on-going written communications


The training will take the form of a one-day workshop, with group discussions, feedback and exercises based on individual/group needs.  Each participant will receive a workshop manual.


The course is designed for staff, who communicate with customers daily using written communications and electronic email – includes general staff in customer service, administration, reception, sales, accounts, order processing amongst others.


24th March 2017. 9.30am-5.30pm. ISME,Dublin

9th June 2017. 9.30am-5.30pm. ISME,Dublin


ISME Skillnet Members: €230
Non Members: €315

Booking Essential


Liz Carroll, Training and Development Manager, 01 6622755,

The ISME Skillnet is funded by member companies and the Training Networks Programme, an initiative of Skillnets Ltd. funded from the National Training Fund through the Department of Education and Skills.