Get­ting to the Heart of E-mail Communication™

Do you want your team to cre­ate more pro­fes­sional e-mail mes­sages? Do you want to improve the response rate of their e-mail cor­re­spon­dence? This is the course that can make it all happen.

Get­ting to the Heart of E-mail Com­mu­ni­ca­tion™ teaches your employ­ees all the skills they need to com­mu­ni­cate pos­i­tively and pro­fes­sion­ally with customers—both inter­nal and exter­nal. They'll leave the class able to cre­ate e-mail and chat mes­sages that are pos­i­tive, pro­fes­sional, clear, and concise.

This course is pre­sented in either entirely in the class­room, or via blended learn­ing (which include on-line mod­ules and follow-up class­room sessions).

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Course Con­tent:

Mod­ule 1: Smart Tips on the Basics of E-mail

This unit guides par­tic­i­pants in using the basic func­tions of e-mail (copies, attach­ments, etc.) for opti­mal com­mu­ni­ca­tion. Par­tic­i­pants also learn to cre­ate engag­ing sub­ject lines.

"This class really helped me answer cus­tomer e-mails more effi­ciently." Cather­ine Hes­sel­rotte, Divi­sion Sec­re­tary U.S. Dept. of the Trea­sury, Bureau of the Pub­lic Debt.

Mod­ule 2: An Intro­duc­tion to the HEART Model™

The HEART Model™ is a par­a­digm of five common-sense prin­ci­ples that are essen­tial to good cus­tomer com­mu­ni­ca­tion. This unit shows how to incor­po­rate these prin­ci­ples into e-mail com­mu­ni­ca­tion with customers.

Mod­ule 3: Struc­tur­ing an E-mail Message

One way to ensure that an e-mail is eas­ily under­stood — and acted on — by the recip­i­ent is to give it a clear and log­i­cal struc­ture. This unit teaches par­tic­i­pants an easy-to-learn struc­ture for cre­at­ing the open­ing, body, and clos­ing of an e-mail.

Mod­ule 4: Build­ing a Good E-Relationship

Build­ing rap­port is just as impor­tant in e-mail or chat as it is in other types of com­mu­ni­ca­tion. In this unit, par­tic­i­pants will learn to craft mes­sages that are pos­i­tive and pleas­ant, build rap­port, and cre­ate a pro­fes­sional tone.

"I would rec­om­mend this class com­pany wide. The whole com­pany should be on the same page with e-etiquette. Cecilia Elli­son, Admin­is­tra­tive Asso­ciate, PacificCare

Mod­ule 5: Ques­tion­ing and Respond­ing With Value

This unit teaches par­tic­i­pants to use strate­gic ques­tion­ing and show value in order to improve effi­ciency and reduce the num­ber of mes­sages sent back and forth.

Mod­ule 6: Man­ag­ing Chal­leng­ing Customers

In Unit 8, par­tic­i­pants learn how to respond to mes­sages from upset cus­tomers in a way that keeps the com­mu­ni­ca­tion pos­i­tive and professional.

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An Inno­v­a­tive Learn­ing Model

Recent stud­ies show that effec­tive learn­ing depends over­whelm­ingly on the sup­port pro­vided before and after train­ing. Impact’s pro­grams incor­po­rate an inno­v­a­tive learn­ing sys­tem that turns the tra­di­tional train­ing model upside down and places the empha­sis on the entire learn­ing process.

Learn more about our inno­v­a­tive learn­ing model, the Impact Learn­ing System™

Cre­ate Sus­tain­able Behav­ior Change

Get­ting to the Heart of E-mail Com­mu­ni­ca­tion™ includes all the tools you need to cre­ate sus­tain­able behav­ior change.

• Get­ting to the Heart of E-mail Com­mu­ni­ca­tion includes job aids, action plans, and four weeks of on-the-job activ­i­ties — all at no addi­tional cost.
• Our com­ple­men­tary coach­ing pro­gram Mak­ing It Hap­pen™ teaches front-line super­vi­sors and man­agers how to set per­for­mance goals at the team and indi­vid­ual level and how to coach toward those goals.
• Cer­ti­fi­ca­tion and recog­ni­tion pro­grams reward suc­cess and pro­vide step­ping stones on the path to con­tin­u­ous improvement.

After com­plet­ing Get­ting to the Heart of E-mail Com­mu­ni­ca­tion™ employ­ees will feel good about their accom­plish­ments, cus­tomers will rave about your excel­lent ser­vice, and you‘ll feel proud of your con­tri­bu­tion to the suc­cess of your company.

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