Calling all Finance, HR and IT professionals! Wishing you could explain technical queries or policies with greater ease?
Bosses saying your replies 'lack empathy' or 'confuse'?
Worried how to say "no" so that the situation won't get worse?
Need to polish common grammar hotspots?
Modernisation and digitisation mean we communicate by email and chat more than ever. Whether you’re proficient in English or not, responding clearly and sensitively gets noticed. This compelling Masterclass gives the skills and practice to give credible and diplomatic replies to internal and external stakeholders. You’ll learn how to explain regulations with the right language. You’ll also learn the most common pitfalls when handling refusals.
Session 1: Fundamentals of writing challenging emails and virtual chat
Learn how to quickly understand your reader’s needs, balance their expectations, and analyse the impact of your reply
Session 2: Structuring and sequencing with empathy
Empathy is a powerful tool when used rightly. Harness its power with the best openings and closings to win over your
Session 3: Presenting credible explanations
Select the best explanation for your situation, explaining the benefits of regulations and policies with Plain English.
Session 4: Mending relationships and knowing when to apologise
Handle escalations by matching different levels of formality to your context with sincerity (and an apology if necessary)
Session 5: Writing refusals diplomatically
Gain strategies for saying “no” without saying “no” (especially when someone won’t take “no” for an answer!)
Session 6: Maintaining relationships like a pro
Understand how to best repair following an aggressive email, defusing with solutions that mend the damage
Date: 25, 26, 27 January and 2, 4, 5 February
Time: 11:30am - 1:00pm
Cost: RM495 (6 x 1.5-hr sessions)
Registration closes on 21 January, 12pm