Coaching 1:1

Communicating policy to your colleagues and customers often begins with interpreting complex information, such as government legislation. This then needs to be communicated in an appealing way so that people can easily understand and act on the information. When you can clearly explain the benefits and options available to colleagues and customers your organisation’s reputation will be enhanced, and so will yours. 

Who should attend?

Those involved in communicating information and policy both internally and externally, in either the private or public sectors.


  • Your policies will be more easily understood and accepted
  • Customer relations will be created and strengthened
  • Accurate information will be efficiently and effectively communicated

Learning Objectives

  • Clearly summarise the essential points in policies
  • Maintain good customer relations by offering clearly explained benefits and options
  • Consider how to make diplomatic responses for refusals

Course Outline

Examine Your Policies 

  • Identifying customer needs
  • Understanding your policies
  • Knowing the policies that you work with 


  • Using the 6Cs of modern business writing
  • Tailoring content to purpose and audience
  • Profiling the reader’s needs


  • Writing persuasively
  • Knowing the power of positive language
  • Giving bad news in a good way


  • Using a reader-friendly tone
  • Pre-empting your customers’ needs in negative situations
  • Bringing it together – practical writing and peer assessment

Course Information

Public Training Dates 2017
January 25 March 22 May 24
July 19 September 20 November 22

Length: 1 day

Venue: Professional Development Centre, Toa Payoh

Maximum group size: 16

Course Fees: $636.65 (including GST)