Business Correspondence

• Determine the audience and objective of the letter 
• Organizing and planning the communication with letter plan 
• Action letters, Letters of enquiry, Promotional letters, Fax & E-mails 
• Finishing touches to letters 

• Considering the audience for the letter. 
• Determining the objective of the letter. 
• Organizing and planning the communication with the help of a letter plan. 
• Writing Action letters; Letters of enquiry; and Promotional letters, faxes and e-mails, putting finishing touches to our letters, giving attention to spelling, grammar, word choice and puncutation.

Business Reports

• Need, types and qualities of reports 
• Determining scope, collecting & filtering data, developing a outline 
• Planning of resources 
• Do's and don'ts of language, report 
• Body of reports, core contents 
• Report design, review and final editing.

• Need, Types and Qualities of a good business report. 
• How to determine the scope of the topic by analyzing the objective and the target audience.

• Collecting and documenting research data. 
• Exploring the need for filtering data. 
• Creating conceptual signposts by developing an outline.
• Planning the amount of time, money and personnel required to produce the report. 
• Do's and Dont's of the use of language. 
• Organizing and writing the report, including the introduction, core content, illustrations, conclusions and recommendations. 
• Identifying the factors affecting report desing. 
• Reviewing the document from a macro perspective and 
• Making the final changes to the report. 

Customer Service

• Why customer is king and how ? 
• Value of money for customers 
• Customer identification, Needs, Service and Satisfaction 
• Customer Service readiness assessment tool.
• Customer delight and handling dissatisfied customers.

• Why the customer is king. 
• How to identify a customer. 
• What his or her needs are. 
• What customer relation is, and finally 
• How to server customers and keep them satisfied. 

Change Management

• Why change ?
• The triggers of change
• Categories of change
• Designing change
• Communicating change
• Managing change

Contents

• Why Change 
• Categories of Change 
• Designing Change 
• Communicating Change 
• Managing Change

Creative Thinking

• What is creative thinking ? 
• The need for creative thinking 
• How to encourage creative thinking 
• The process of creative thinking 
• Tools to develop creative thinking 

• What is Creative thinking. 
• The need for creative thinking. 
• How to encourage creative thinking. 
• The process of creative thinking. 
• Tools to develop creative thinking.