Business Writing for Credit Union Staff
Course Description
This workshop is designed to give the participants an understanding of the importance of effective communication in delivering the core message of the Credit Union.
Duration: 1 days
Prerequisites
No specific pre-requisites.
Representing the Credit Union
What is their role?
Writing to represent your Credit Union
Who are your audience?
Managing your professional persona
How the message is viewed by the reader
Taking control of communication
Using language the member can understand
What are barriers?
Understanding the communication funnel
It's not what you say, it's what they hear
What annoys you and are you contributing to the situation
Explaining the policies and procedures
Providing solutions or guidance in using the policies
Using email as a business tool
Create effective emails
Techniques for managing expectations
Use email as a business communication tools
Identifying needs
Question techniques - why and when to use them
The difference between listening and hearing
Active listening
Technical expertise plus tact
Negotiating skills
Characteristics of an effective support person
Characteristics of users
Responding to criticism
Assertive communication