THE LEGAL SUPPORT EXCELLENCE SERIES
Better Emails (Flexible)
This innovative workshop is a combination of online and face-to-face learning, contextualised for legal support
roles. Learn how to develop the writing skills you need to improve your communication with your colleagues and
clients.
Overview
Pre-course Outline
The pre-course online element provides 5 hours of
learning, which you can complete in your own time.
You will learn the basics of email writing through
quizzes and video-based activities as well as improve
your own writing through practice exercises.
Getting Started
 Having a clear purpose
 Adapting your writing to your audience
 Knowing what you want to achieve
During the one-day face-to-face workshop, our
experienced trainer will answer your questions. You
will participate in a range of games and learning
activities to practise the techniques introduced.
You will write sample emails based on scenarios
commonly encountered in legal departments and law
practices, and receive feedback from your trainer and
other course participants on how to improve.
You will also complete a post-course assignment,
giving you further opportunity to practise the skills
covered. You will receive feedback on this from your
trainer.
Choosing a Structure
 Deciding on BLADE or ODAC
 Aligning structure to purpose and audience
 Writing effective headings
Face-to-face Outline
Making Initial Contact
 Using appropriate levels of formality
Writing Replies/Follow-up Emails
 Getting the tone right
 Managing email threads
 Summarising information
Getting the Action You Want
 Writing Persuasively
 Knowing the power of positive language
Editing
 Applying the 5Cs of email writing
Who should attend?
Anyone who wants to write emails more effectively and efficiently. This blended learning course also provides
those with limited time the flexibility to learn at their own pace.
Maximum group size: 16pax
Duration: 1 day (9.00am to 5.00pm) + 5hrs self-study
THE LEGAL SUPPORT EXCELLENCE SERIES
Drafting Meeting Minutes
This excellent workshop is designed to take the stress out of note-taking and minute-writing by introducing
approaches to write clearer and more accurate minutes. You will also receive developmental peer feedback and
coaching from your trainer to further improve your minutes.
Overview
Course Outline
Your experienced trainer will take you through an
interactive programme consisting of discussions and
games, as well as a session where you will take notes
from a video of an actual meeting in order to gain
confidence in taking better notes; be able to report
discussions and actions accurately as well as to select
the right content for different types of minutes.
Openers
 What competencies do minute-takers need?
 What is the purpose of minutes?
 How can minute-takers overcome difficulties
You will:
 Identify objectives of meetings based on the
different types and modes of meetings in order to
facilitate preparation
 Provide evidence of the discussion in written /
typed format
 Create the appropriate template for use for the
scenario provided
 Review and improve minutes
 Explain the process flow for dissemination of
minutes
Preparing to Take the Minutes
 The rights and obligations of the minute-taker
 Note-taking formats and skills
 Styles of minutes
 Video meeting
Summarising
 Reporting the outcome of meetings
 Using diplomatic language
Just do it!
 Writing the minutes
 Disseminating the minutes for endorsement
Who should attend?
Staff who take notes in briefings, or who writes the minutes of a meeting.
Maximum group size: 16pax
Duration: 1 day (9.00am to 6.00pm)
THE LEGAL SUPPORT EXCELLENCE SERIES
Grammar Foundations
The key principles of English, focusing on the specific needs of legal support roles within the Singapore context,
are incorporated into this introductory workshop.
Overview
Course Outline
Your experienced trainer will take you through a
Introduction and Parts of Speech
series of interactive, hands-on activities to help
 Grammar quiz
you avoid grammatical errors. You will learn to
 Introducing the Parts of Speech
edit your writing to make it more accurate and
Questions
gain confidence in your everyday use of grammar.
 How correct are my questions?
 Using questions to take instructions and seek
During this course you will look at grammar from
a functional perspective and practise your
grammar through writing, speaking,
communicative activities and using online
resources.
You will:
 Revise parts of speech as a framework for
discussing language
 Revisit question forms, their structure and use
 Develop your understanding of past tense
verbs, nouns, prepositions and articles
clarification in a legal department or law
practice context
Past Tenses
 Improving accuracy of using past tenses
Nouns, Quantifiers and Articles
 Countable and uncountable nouns
 What is a quantifier?
 Using articles correctly
Prepositions and Singlish Collocations
 Accurate use of prepositions
 Singlish or Standard English?
Who should attend?
Anyone who wishes to:
 Avoid common grammatical mistakes
 Feel more confident in their knowledge of the basics of English grammar
 Be able to edit their and others’ writing to make it more grammatically accurate
Maximum group size: 16pax
Duration: 2 days (9.00am to 5.00pm)
THE LEGAL SUPPORT EXCELLENCE SERIES
Managing Relationships with Customers
This engaging workshop is designed to familiarise and empower learners to take charge of their relationships with
their customers and clients. You will be able to identify the various stages of the Service journey and pro-actively
map out your personal service approach for your organisation’s clients.
Overview
Course Outline
Your experienced trainer will take you through an
engaging programme consisting of highly
interactive sessions in identifying, assessing and
managing client expectations, setting client
service standards and resolving issues as well as
maintaining and improving client relationships.
Introduction
You will:
 Mapping and Analysing a Customer Journey
 Differentiate clients
 Defining Customer Service and your Customers
 Classifications and categories of clients
 WOW Brands
The Customer Journey
 Moments of Truth
 Identify and assess client expectations
 Identify client needs
Consistent Customer Service
 Identify and set elements of client service
 Customer Dissatisfaction




standards
Manage client expectations to increase client
satisfaction
Determine reason for issues arising which may
be due to mismatch of clients’ expectations
Resolve issues
Explain the methods to maintain and improve
relationships in order to enhance client
retention
 7 Drivers for Customer Satisfaction
Communication with your Customers
 The 3 Vs
 The Conversation cycle
 Listening
 Handling complaints
Who should attend?
Staff who take need to be involved in both internal and external client management function for the
department / firm
Maximum group size: 16pax
Duration: 2 days (9.00am to 6.00pm)
THE LEGAL SUPPORT EXCELLENCE SERIES
Proofread to Perfection
This structured workshop will give you a process of proofreading that will raise accuracy and readability to new
heights. You will learn the key proofreading skills necessary to consistently remove errors and improve writing
quality.
Overview
Course Outline
Working in small groups, you will take part in a variety
of accuracy-based exercises using common legal
documents, which will build your confidence and
effectiveness in proofreading
Introduction
 Proofreading vs. editing
 The importance of proofreading
Understanding Reading
You will:
 Learn the fundamentals of modern writing
 Discover how to make your writing more clear, concise and reader-friendly
 Re-format your correspondence to make it more
eye-catching
 How and why we read
 Word shapes
 Reading and expectations
Phase 1: Style
 Formatting
 Layout
Phase 2: Content
 Grammar: verbs, nouns and articles
 Factual accuracy
 Logic
Phase 3: Typing
 Punctuation
 Spelling
 Typos
Proofreading marks
Who should attend?
Anyone who wants to:
 Improve the speed of their proofreading
 Be able to improve their and others’ writing
 Project a more professional image
Maximum group size: 16pax
Duration: 1 day (9.00am to 5.00pm)
THE LEGAL SUPPORT EXCELLENCE SERIES
Success for Support Staff
This multi-facetted, fast paced workshop will help you manage your work, time, colleagues, customers and bosses
with skill and confidence. Working together in small groups, you will use videos, role-plays and case studies to
improve both their interpersonal and communication skills.
Overview
Course Outline
Your experienced trainer will take you through a series
of engaging activities to help you perform better in the
modern work environment. You will learn to communicate more effectively, manage multiple priorities and
interact more confidently with clients and colleagues.
Communication – The 3 Vs
You will:
Listening
 Listening actively
 Questioning techniques
 Paraphrasing and echoing
 Empathising
 Understand the dynamics of the modern working
environment
 Appreciate the changing role of the secretary and
administrative professional
 Promote a favourable impression of yourself and
your organisation
 Communicating visually, vocally and verbally
 Understanding others better
 Creating the best impression of yourself
Being assertive
 What is assertive?
 How assertive are you?
Writing
 Do’s and don’ts of emails
Telephoning
 Common telephoning errors
 Opening, controlling and closing the call
Managing your time
 Identifying timewasters
 Knowing your “primetime”
 Prioritising your workload
Goal Setting
 What is important to you?
 What is important to your organisation?
Who should attend?
All support staff whether just starting work or with many years of
experience.
Maximum group size: 16pax
Duration: 2 days (9.00am to 5.00pm)
THE LEGAL SUPPORT EXCELLENCE SERIES
Transform Your Company’s Correspondence
This practical workshop will see your written samples transformed! Bring your “before” samples to the course and
see the difference as you revise and rework them into modern, reader-friendly, eye-catching “after” pieces.
Overview
Course Outline
Your experienced trainer will take you through a series
of interactive activities and techniques to change the
way you write and present correspondence.
Reviewing and Rethinking
This course will give you the skills you need to go back
to your company and continue the makeover of both
your own and your colleagues’ writing.
You will:
 Learn the fundamentals of modern writing
 Discover how to make your writing more clear, concise and reader-friendly
 Re-format your correspondence to make it more
eye-catching
 The 5Cs of modern business writing
Complete and Coherent - Managing Content
 Tailoring content to purpose and readers
 Using ODAC to organise content
Correct – Fundamental Skills
 Improving grammatical accuracy
 Top 5 grammatical errors
Courteous – Building Relationships




Commonly used words
Using a reader-friendly tone
Using positive language in refusals
Case studies
Concise Messages
 Defining conciseness
 Rules for sentence and paragraph length
 Using bullet pointing
Adjusting Format
 Letter formatting - top tips
 Case study
 Over to you
Who should attend?
Anyone who whishes to:
 Feel more confident in their ability to give their writing a makeover
 Be able to revamp existing correspondence into something special
 Become a positive guide for reviewing team members’ writing
Maximum group size: 16pax
Duration: 1 day (9.00am to 5.00pm)
THE LEGAL SUPPORT EXCELLENCE SERIES
Writing Standard Operating Procedures
Standard Operating Procedures (SOPs) are a set of clear instructions that show how to perform a routine or
repetitive activity in an organisation. The development and use of SOPs are an integral part of any successful
quality system. This very thorough course takes you through the POWER writing process for developing SOPs. You
will use a work-based case study to produce an SOP and then receive peer and trainer feedback on your text.
Overview
Course Outline
Your experienced trainer will take you through a
variety of activities to help you provide individuals with
clear information to perform a job properly. You will
learn to generate buy-in from peers and management
for your procedures and facilitate consistency in the
quality and integrity of an end-result.
Introduction and Overview
You will:
 Plan a complete set of SOPs
 Organise material into a logical SOP structure
 Write in a clear and concise manner appropriate for
end users
 Why? Purpose and benefits
 Who? Writers and responsibilities
 How? The SOP writing process
Planning
 Deciding the content
 Collecting the data
 Understanding the target audience
Organising
 Tasks, steps and sub steps
 Step numbering
 Appendices, cover page and headers
Writing
 Plain English
 Conditional statements
 Logic tables
 Warnings, cautions and notes
Editing
 Using visual aids
 Formatting documents
 Checking grammar
Reviewing
 Revising SOPs
 Testing and maintaining SOPs
Who should attend?
Staff who need to write clear, concise and complete instructions to enable end users to successfully complete tasks.
Maximum group size: 16pax
Duration: 2 days (9.00am to 5.00pm)
REGISTRATION FORM
To register, please submit your registration form at least 7 calendar days before the course starts via these modes:
• Email: [email protected]
For individual registration, we encourage you to register and make
payment online via our e-commerce site at www.sal-e.org.sg.
No.
Course Title
• Mail or by hand to:
Singapore Academy of Law,
1 Supreme Court Lane, Level 5M, Singapore 178879
Attention: SAL Training
Date(s)
List Fee
SAL
Members’ Fee
1
Better Emails (Blended)
12 Apr 2017, 13 Oct 2017
S$ 620.60
S$558.54
2
Proofread to Perfection
8 Feb 2017, 29 Sept 2017, 9 Feb 2018
S$ 620.60
S$558.54
3
Transform Your Company’s Correspondence
17 Jul 2017
S$ 620.60
S$558.54
4
Grammar Foundations
25 - 26 May 2017
S$ 877.40
S$789.66
5
Success for Support Staff
16 - 17 Nov 2017
S$ 877.40
S$789.66
6
Drafting Meeting Minutes
25 Jan 2017
S$ 695.50
S$625.95
7
Managing Relationship with Customer
12 - 13 Jan 2017
S$ 877.40
S$789.66
8
Writing Standard Operating Procedures
23 - 24 Mar 2017, 25 - 26 Jan 2018
S$ 877.40
S$789.66
No. of Pax
Selected
Class Date
NOTE
For 3 or more registrations, please email [email protected].
Funding for Employers
Better Emails (Blended) and Transform Your Company’s Correspondence qualify for Employer-based training scheme with WDA. For more information, please visit
http://www.wda.gov.sg/content/wdawebsite/L102-ForEmployers/L223E- 007EmployerBasedFund.html
Productivity and Innovation Credit (PIC)
Course fees paid may qualify under the PIC scheme. For more information on the PIC scheme, visit the IRAS website: http://iras.gov.sg/irashome/PIcredit.aspx
Terms & Conditions
a. Please complete this registration form in full. If you are a company, please ensure
your company stamp is on every page of your registration form(s).
b. If you are a company registering multiple staff, please complete additional copies of
the registration form with just the Learner Details portion completed and with their
personal data consent signatures, and attach them to one fully- completed copy of the
form.
c. Confirmation. Submitted registrations are subject to written confirmation by SAL.
Confirmation email will be sent at least 5 calendar days before commencement of the
session.
d. Payment. Cheque payments must be received by SAL within 5 calendar days of the email
confirmation in order for the registration to be completed. SAL reserves the right to deny
admission if payment is not received before the commencement of the session.
e. Refunds. No refund of fees is available except for withdrawals made prior to the
confirmation email; or withdrawals made after the confirmation email but more than 30
calendar days from the commencement of the session (‘permitted refunds’). Permitted
refunds will be of the full course fee net of the SAL admin fee (see below). There will be no
refund for no-shows, who shall be required to make payment in full.
f. Replacements. A learner who is unable to attend a session which has not commenced may
be replaced with another learner provided that details of the new learner together with a
request for replacement is received via email by email at least 7 calendar days prior to the
commencement of the session. A learner cannot replace the registered course with another
course, or replace the registered session of a course with another session of the same course.
g. Admin fee. SAL will levy an administrative charge of S$21.40 (incl GST) on approved
refunds and replacements.
h. Closing date. Registrations close 7 calendar days before commencement of the session or
when the session is full, whichever is sooner.
i. Changes. SAL reserves the right to cancel any course (including any session thereof), or
change the venue, speakers and dates, or revise the programme or fees should
circumstances so warrant.
j. Intellectual Property. The contents of and materials provided in as part of a course are
the intellectual property of SAL and/or its partners, consultants, trainers and guest
speakers; may not be disseminated or reproduced in any format; and are for participants’
personal, educational and non-commercial use only.
k. Photography. SAL may take photographs during the session(s) for use in SAL’s marketing
collaterals and other publicity purposes.
l. Other T&Cs. Subject to the above which shall take precedence, SAL’s standard terms and
conditions at http://www.sal.org.sg/RegistrationTermsNConditions.aspx shall also apply.
To be completed
learner(s) for the above
Please register the following
session(s).
A cheque (no.
) for S$
made payable to “Singapore Academy of Law” is enclosed. [Please
write the title(s) of the session(s) and name(s) of the learner(s)
attending the session(s) on the back of the cheque.]
Tick one:
□ Bill to Learner
□ Bill to Company
Company details (if applicable)
Co. Name:
Co. Address:
Contact Person:
Tel no.:
Email:
Company stamp:
Learner’s details & consent (mandatory)
Name: Mr / Ms
Designation :
NRIC/Passport No. :
Tel no.:
Email:
Learner’s Signature & Date:
The abovesigned learner consents to the use and disclosure of
his/her personal data provided in this form, by SAL group, its respective agents, and authorised
service providers, for the purposes of the abovementioned courses and for communicating
relevant information about the SAL group* including its programmes, products and services**.