Samaritans
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Effective communication through email

Electronic mail is now the preferred method of communication for many individuals and organisations for its ability to save time and therefore increase productivity and sales.

The written word however, can present its own challenges when communicating, as body language or vocal tone cannot be used which can result in misunderstandings, wasted time and money.

This course is designed for staff of all levels who wish to enhance their listening and questioning skills through email.

By the end of the course you will be able to:

  • Gain new information through effective questioning techniques
  • Pick up on hidden messages
  • Listen for feelings as well as meaning and respond to them
  • Use techniques to check and build understanding
  • Use support to minimise stress

The benefits of good e-mail communication:

  • Avoiding confusion and misunderstanding
  • Reducing frustration, stress and sickness levels
  • Capturing new ideas and initiatives facilitating change
  • Gaining an understanding of others perspectives
  • Meeting customer needs
  • Increasing productivity and sales

Good e-mail listening skills:

  • Empathy - listening for feelings
  • Absorbing unpalatable messages
  • Appreciation of the other person’s point of view
  • Listening, not just hearing

Good e-mail questioning skills:

  • When and how to ask a question
  • The purpose of questions
  • Techniques to gathering information
  • Using information effectively

Theory into practice:

Practice listening and questioning e-mail techniques using interactive exercises throughout.


 

Meeting Your Needs

All Samaritans courses are prepared to meet your specific needs. We are able to develop your programme to include sessions on such topics as loss and bereavement, diffusing anger, suicide and self harm awareness.

More information

For more information in the UK and ROI, including prices and bookings, please contact:

Download the Workplace Training Directory Steve TollertonSteve Tollerton

Tel: +44 (0)20 8394 8370

Email: s.tollerton@samaritans.org

 

 

Jonathan MoranJonathan Moran

Tel: +44 (0)20 8394 8374

Email: j.moran@samaritans.org

 

Write to us at:

Samaritans General Office, The Upper Mill, Kingston Road, Ewell, Surrey, KT17 2AF.