Making Good Communicators Great
Writing and Communication Skills for Service & Support Professionals
1-Day Workshop

Unit 1: Back to Basics

Exercise: Communication Barriers
Exercise: Written Skills Warm-up
Big and Little Writing Skills
Writing for Your Audience
Checklists
Quiz: Word Choice
Quiz: Punctuation
Quiz: Grammar
Powerful Verbs
Things Never to Say
Redundancy - Not Again
Exercises: Incident and Documentation Writing

Unit 2: Beyond the Basics

Organizing Thoughts and Information
Exercise: Mind Mapping
Translating Technical Jargon into Plain, Understandable Terms
Purposeful, Concise Writing
Effective Email Writing
Exercise: Write an Improved Draft
Powerful Words for Purposeful Writing
Tips for Thoughtful, Methodical Writing

Unit 3: Communicating Effectively

Three Primary Elements of Communication
Exercise: Communication Behaviors
Staff Meeting Exercise
Exercise: Communication Self-Assessment