Result-Oriented Writing

After all that you’ve written, the last thing you need is for your reader to misunderstand you. Learn how to get things done with clear and concise writing.

Course Code/ID: CRS-N-0028050

"This one-day writing workshop covers the different writing approaches that can be used to address the specific concerns of diverse readers in both positive and negative situations. There will be strategies and tips on how to communicate meaning clearly, show empathy and manage reader expectations so as to get the result of the writing."

Ms Audrey Lai, Trainer

What do you want your reader to understand, appreciate, feel, or even respond to your letter or email? Communication is not just conveying a message, communication is coding the message with the interpretation in mind.

This course is designed to help learners understand and respond to different reader expectations in different situations. This includes knowing the readers’ concern and addressing these concerns; showing empathy; using the right tone, especially in difficult situations; building good will; managing expectations and how to defuse negative situations to get buy-in from readers.

The trainer will make use of various interactive approaches such as group discussions and exercises. Trainer will also provide feedback on participants’ work for editing and learning purposes.

After the workshop, you will be able to:

  • understand and manage the expectations of readers to write effectively 
  • use the right tone to respond positively
  • address specific concerns of readers with reader-centric messages 
  • apply skills taught to write clear and concise messages to meet the expectations of readers in different situations


  • Using a Reader-centric Approach
    – clarify purpose for writing
    – know your readers and their concerns
  • Writing in Positive Situation: Good News, Information and Requests
    – manage reader expectations
    – build goodwill
    – make the most of good news to drive specific outcomes
  • Writing in Negative Situations: Bad News and Complaints
    – understand situation clearly
    – show readers that you understand their needs
    – empathise with the reader
    – apologise if necessary
    – turn negatives into positives
    – minimise conflicts
    – position conclusions and recommendations strategically
  • Editing and Proofreading Message
    – use the right words and tone
    – organise and transition ideas effectively
  • Avoid Common Grammar Traps

Who should attend?

Managers, executives, administrators, customer service, customer relations personnel who in the course of work need to write letters and email in response to colleagues and customers.


Participants are guided through practical steps of the topic with a combination of lectures and group discussions.

Practitioner’s Certificate

This is a module under the Practitioner’s Certificate in Business Writing certificate programme.

Participants will receive a Certificate of Attendance after completing the module.

Get the Practitioner’s Certificate in Business Writing now by completing ALL 3 modules under this certificate programme.

Click here to learn more about this certificate programme.


Ms Audrey Lai has several years of working experience in the public and private sectors: corporate training, education, accounting, project management and banking. She brings with her a wealth of experience working with diverse groups of people, and in different environments and work cultures. For the past 15 years, she has been a corporate trainer, specialising in business communication and English language training.

She has designed and delivered business communication courses to corporate executives from different levels. These courses range from business correspondences (emails, letters and minutes), grammar for business English, proofreading and editing to dictionary skills for speaking and writing. As a believer of life-long learning, she has in-depth understanding of adult learning issues and is always ready to encourage participants to adopt an open and a learning attitude. She enjoys working with participants from diverse professions and facilitating group participation to enhance their business English skills. She brings learning to life, and many have benefited from her subject knowledge, interactive approaches, hands-on tasks and practical examples in the programmes she conducts.

She holds a Master of Education (English Language) from the Nanyang Technological University, a Bachelor of Arts and a Diploma in Management Studies. She also has a Certificate in Teaching English as a Second Language (TESL) and an Advanced Certificate in Training and Assessment (ACTA).

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