DAY 1
Module 1: Prioritising Concerns for Effective Business Writing
 Purpose of Business Writing?
 P.D.P of Writing (Plan – Design –Prepare)
 Writing Checklist
 Reader Analysis

Module 2: Mindset in Business Writing
 Creating Logical Structure
 A.B.C of Writing
 K.I.S.S Principle
 Improve Clarity
 Eliminate Wordiness
 Using Positive Words

Module 3: Business Vocabulary/ Choice of Words
 Grammar Minefield – Highlighting the common usage
 Punctuation errors
 Common Words – usage & meaning
 Common Confusing Words
 Spelling - British vs American English

Module 4: Useful Phrases for Writing
 Confirmation
 Drawing Attention to Matter
 Requests
 Refusing Politely
 Apologizing /Expressing Regret
 Expressing Dissatisfaction
 Offering Help /Assistance
 Referring to Future Contact / Business
 Enclosing Documents
 Referring to Payment
 Price Matters
 Giving Good News
 Giving Bad news
 Orders

Module 5: E-mails
 E-mail Format
 Creating accurate “Subject Line”
 Appropriate “Opening Lines”
 Content
 Closing for action
 Dealing with angry /aggressive emails

Module 6: Memos
 Format of Memo
 Opening Segments
 Discussion Segments
 Closing Segments

Module 7: Business Letters
 Common types of business letters
 Layouts for letters
 Replying a Letter
 Initiating a Letter

Sathiesh Sangarajoo
 BEng (HONS) – University of Lincolnshire & Humberside, United Kingdom.
 CERTIFICATION IN TRAINING (TTT/ 7353) - Pembangunan Sumber Manusia Berhad

Sathiesh has extensive 17 years of working experience in Telecommunication and Semiconductor /Manufacturing industries. He assumed positions as Head of Customer Service and Network Technology Division Engineer. Been exposed to training in Managing Customers’ Complaints & Recovery Process, Sweden and Subscription Handling for Call Center as well as Call Center Service Overview, Spain.

Some of the portfolios that he has undertaken during his tenure includes: - Conducting Customer Satisfaction Surveys, Implementing Quality Initiatives, Team Engagement & Empowerment, Induction Programs, Writing Policies & Procedures, Creating and Implementing Change Management plans.

He strongly believes in People Management Practices and Learning & Growth principle as being one of the key elements for organisations to succeed. He is passionate in making a difference in participants’ learning through his personalized, practical and dynamic approach to make training an enjoyable and valuable experience.

Sathiesh has effectively helped organizations and its people improve performance through training and consultancy in the areas of Leadership, Customer Service, Project Management and Personal Development.