Module 1: Business Writing Today
•Effective Business Writing
•Self-Assessment: Are You Writing Effectively?
•The Beauty of Plain English
•The 7Cs of Effective Business Writing
Module 2: Develop Effective Writing
•Plan and Prepare Your Writing
•Set Clear Communication Goals for A Clear Message
•Understand Your Targeted Audience
Module 3: Writing the Right Style
•Business Writing - Formal or Informal
•What Do you Want to Convey & How Are You Going to Convey
•Use the Right Tone
•Choose the Right Words
•Words and Phrases That Soften the Impact
•Drop the Redundant Words
•Stuffy vs. Straightforward Words
Module 4: Effective Letters & Emails
•Four-Point Plan in Writing
•Useful Language Expressions
•Write Effective Business Letters
•Email Etiquette Always
Module 5: Polish the Document
•The Three-Stage Editing Process
•Ensure the Clarity of the Message
•Organize the Flow of the Message
•Commonly Misused Words & Phrases
Jay advocates that an “unexamined life, is a life not worth living” – Socrates. Hailing from a state famous for its food, Jay picked up
Hokkien while growing up, apart from other languages he speaks. He is a sought-after consultant and trainer in Customer Experience, leadership Management, Communication and Organizational Culture Development programs. Jay has innate
drives to coach and develop human capital globally to achieve their highest potential through competency based training and
behavioral development. Hence, he has consulted and trained various industry players throughout Malaysia and Singapore in quality performance management, customer advocacy management, customer quality management, managerial and leadership
skills, customer service skills, communication skills and various soft-skill programs.
Jay is qualified with a Diploma in Computer Studies and Business from the National
Center of Computers (NCC) from the United Kingdom and attained a Bachelor of Science in Psychology and Communication from Upper Iowa University in the United States. He was a leader in various fraternities and organizations while working
with the university as well. He is a certified professional trainer under ARTDO International and is currently pursuing his Masters in Organizational Psychology.
Jay has 18 years of work experience in various industries throughout Malaysia, he strongly believes that developing human capital in the area of service is the key fundamental aspect of any successful business and that
service itself needs to grow towards the higher expectations and consumer experience in current competitive industries. He started out his career in the service industry, managing reputable restaurants in Penang.
He was in hotel management when he first came to KL, and later joined a contact centre of a multinational company for 8 years that provides IT solutions for corporate and consumer customers globally. Jay has developed various competency framework management
and training development program in customer service, customer experience and performance leadership management in which Jay has his niche in. Having experience being in operations, management and consultation, he can relate to current people development issues
and challenges faced by the many organizations. In addition to that, Jay also has a few years of experience in sales and marketing, advertising, public relations consultation and as a Training Manager for a facilities management company.
Within his years of experience, he has successfully executed different ad-hoc projects, such as developing high service standards for service industries, quality process improvements, human resource management, recruitment
management, talent development framework, mystery shopping, producing and conducting major corporate events and team-buildings for reputable companies, making him versatile, adaptable and experienced in delivering quality training for his clients.
Jay’s conviction in training is when skills and knowledge that are planted and cultivated with new learning experiences can never return to old measured expectations.