Service orientated correspondence

Many companies have already established and decided about basic principles of their company culture a longer time ago. The implementation of these basic principles is a longer process, which continuously needs new impulses. Language is an important catalyst for the implementation of the principles. When a company has set itself the goal to appear in a modern, innovative and customer orientated way, this is necessarily reflected in the language.
 

The participants will develop a sensitivity for the problematic nature of a service orientated language. Based on this, they will be able to develop basic linguistic principles for their company. They will have language know-how about traps of correspondence and their effects on the customer. They will be able to develop checklists, which enable employees to avoid these traps.
The participants will realize formulation potentials for their company. They will develop flexible text components considering these potentials. They will be able to manage the change process to a service orientated language in correspondence. That means that they will be capable of establishing and implementing a Corporate Wording for their company.


 

Analysis of the correspondence - where can the saw get stuck?
The outer appearance of the letter (stresses, page layout, guiding the view, ...), comprehensibility of the text (technical terminology, sentence construction, choice of words, ...), the personal style in a letter (salutation, individuality, address of the reader, ...), the up-to-date letter (old phrases, submissive style, style with flair or flair with style, ...), the diplomatic letter (friendliness, certainty, provocations, ...)

Development of linguistic guidelines - where shall the trip go to?
What does it mean to write in a customer orientated, comprehensible, diplomatic, personal and correct way?

Development of flexible text components - how can problems be solved?
Titles of letters, salutations, beginnings of texts, transitions in texts, final formulations in texts, greetings

Strategies for the implementation - what rail do you want to lay?
Development of a document, publishing and introduction, implementation of the concept, control of the actual status, corrections and adaptations