WRITING EMAILS THAT PEOPLE READ - Target Training

A TARGET TRAINING PUBLICATION

WRITING EMAILS

THAT PEOPLE

READ SWEETEN YOUR EMAILS WITH SUGAR

ABOUT TARGET TRAINING THE IN-HOUSE TRAINING SPECIALISTS

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been relying on us to develop their ability to do business

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Whether it be single seminars or multi-location roll-outs, we provide

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Recommended by 100% OF ASKED CUSTOMERS

WRITING EMAILS THAT PEOPLE READ - 2

http://www.targettraining.eu/

e-mail, email, Email, eMail, EMAIL, E-mail or just plain mail?

Since its earliest incarnation in the 1960’s, email has come to dominate business

communication. A recent study in 2014 concluded that “the majority of email

traffic comes from the business world” and that “over 108.7 billion emails are

sent and received per day”. Despite recent challenges from social media, email

continues to grow as the #1 form of communication in business.

Despite its prevalence, or perhaps because of it, we are still struggling. We’re

simply expected to know how to be effective with email – after all it’s part of

everyday business, right? Wrong. We struggle to manage our time due to per-

petually-filling inboxes, we receive emails that are confusing or irrelevant, and

worst of all we send them too!

ABOUT THIS E-BOOK

IS THIS E-BOOK FOR YOU? Yes - unless you’ve been somewhere very remote for the last 30 years.


No national school system teaches children

how to write effective emails, and few

colleges or universities do either. Writing

effective emails is a skill – and like many

skills it’s learnable and trainable.

This E-book is for all of us who’ve sent and received emails – which means ALL

OF US. It combines the thoughts, ideas and experience of our trainers and our

clients. Through simple, practical tips, and the easy to remember SUGAR

model, this E-book will help you to improve your emails. Follow the advice and

your emails will actually get read, be easily understood, won’t annoy people,

and won’t take up too much of your reader’s time.

Sounds good, doesn’t it?

HOW EMAIL HAS

CHANGED OUR LIVES


I was born in 1973. My family got our first computer when I was 12 (a ZX Spec-

trum 64). My dad’s office was a room full of friendly secretaries and typists. I

handwrote my essays at university.

I didn’t have my first email account until I was 23 years old. I expect that in future

years my son will be stunned that things actually worked without email (they did).

Today, email means we can work from any-

where, instantly communicating with colleagues

and customers. This also means that we can be

expected to react from anywhere, whether it be

early morning, late evening or on holiday. An

AOL survey in 2012 reported that 59% of people

admitted to checking email from the bathroom.

We can share data, images and ideas. We can

work in multinational teams. We can easily do

business with people we’ve never met. We can

store and retrieve information easily and indefi-

nitely. The downside being that our words can come back to haunt us.

Email has changed our professional and personal lives. For better and for worse.

Scott Levey

Director of Target Training GmbH

“My dad’s office

was a room full

of friendly sec-

retaries and

typists. I hand-

wrote my essays

at university.”

THE RADICATI REPORT A 60 SECOND SUMMARY


WWW.TARGETTRAINING.EU/BLOG

BUSINESS EMAIL 2014 2015 2016 2017 2018

Average no. of emails sent/

received per user/day 121 126 131 136 140

Average no. emails received 85 88 91 95 97

Average no. legitimate emails 75 77 79 83 83

Average no. spam emails 10 11 12 12 14

Average no. emails sent 36 38 40 41 43

RADICATI REPORT EXTRACTS - The total number of worldwide email users, including both business and consumer users, is increasing from over 2.5 billion in 2014 to over 2.8 billion in 2018 (and to

put this in perspective the UN estimated the world population to be 7.18 billion in 2014).

- In 2014, the majority of email traffic comes from the business world, which accounts for over 108.7 billion emails sent and received per day.

- Email use is growing in the business sector and by 2018, business email will account for over 139.4 billion emails sent and received per day.

- Business users send and receive on average 121 emails a day in 2014, and this is expected to grow to 140 emails a day by 2018.

- In 2014, worldwide mobile email users total 1.1 billion. By the end of 2018, worldwide mobile email users are expected to total over 2.2 billion.

- Email remains the most pervasive form of communication in the business world.

To summarize the Radicati

Report, email is the most

commonly used form of

communication in business.

This means that effective

email writing means effective

business communication.

The Radicati report: http://www.radicati.com/?p=10644

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EFFECTIVE EMAILING THE 3 GOLDEN RULES



As the Radicati Group’s findings

so clearly demonstrate,

email is a widely used tool

for business communication.

However, and no surprises here,

a 2013 survey by Sendmail, Inc.

found that 64% of working

professionals said email has

caused tension, confusion, or

other negative consequences for

them and their colleagues.

These 3 golden rules are an

excellent starting point

for minimizing this.

NEVER SEND AN EMAIL WHEN YOU ARE

EMOTIONAL, TIRED, FRUSTRATED OR ANGRY Write the whole email if it will make you feel better and help you to get some-

thing out of your system - BUT only add the recipients and send it after you have

had space and time to reflect and think about what you are sending.

DON’T OVERUSE EMAIL Email is not always the most effective form of communication. Sometimes,

picking up the phone is faster. Email is great for giving information, sharing

updates or making simple requests. However use the phone if something could

be a sensitive or emotional topic, or if you need to deal with questions that are

likely to need some back-and-forth discussion.

DON’T OVER COMMUNICATE

How many emails do you receive each day? One of the biggest sources of stress

at work is the sheer volume of emails that people receive. So, before you even

begin writing an email, always take a few seconds and ask yourself: Is this really

necessary? Then ask yourself the same question again before you hit “send”.

RULE 1

RULE 2

RULE 3

Sendmail Inc. survey: http://www.prnewswire.com/news-releases/sendmail-cpp-

survey-64-cite-email-as-source-of-workplace-confusion-resentment-211802791.html






http://www.prnewswire.com/news-releases/sendmail-cpp-survey-64-cite-email-as-source-of-workplace-confusion-resentment-211802791.html

EMAIL PSYCHOLOGY THE DIFFERENT NEEDS, PRIORITIES AND BEHAVIORS



When we look at how we send

and receive emails, it’s

no surprise that emails can

be a source of stress,

frustration and conflict.

Generally speaking,

the sender and the reader have

different needs,

priorities and behaviors.

THE SENDER OFTEN - believes that their situation is special

- has more information and wants to tell the whole story, explained from

every angle, so that the receiver can understand their point of view

- spends a long time writing the ‘perfect’ email

- cannot imagine why anyone would not get back to them quickly

THE READER - is busy, and the email often represents an interruption

- has plans and things to do

- gets a lot of emails

- gets asked questions and favors regularly

- does not mind helping you - if it is fast and easy

TO SUMMARIZE

As the sender your goal is to write an email that will be read, will be easily

understood, will not annoy the receiver, and won’t take up too much of the

reader’s time.






SUGAR WHAT MAKES A GOOD BUSINESS EMAIL?



This acronym will help you to

write good business emails.

The five areas clearly overlap,

and support each other.

Obviously, if your message is

simple it will be easier

to understand. And, if

your message is goal-oriented

it will have a higher chance of

being relevant and appropriate

to your reader’s needs.

You’ll notice these key points

being repeated throughout

this ebook.

S IMPLE

U NDERSTANDABLE

G OAL-ORIENTED

A PPROPRIATE

R ELEVANT








S Simple means keeping your

email clear and short. Sounds

simple, doesn’t it?

If you need to cover more than 3

points, maybe it’s time to revisit

rule 2: Don’t overuse email.

Would a phone call be more

effective? Perhaps followed up

with a summary email later on?

Keep in mind the well-known

KISS model: Keep it short

and simple!

SIMPLE EMAILS USE SIMPLE LANGUAGE Write like you talk, using conversational English. Be authentic and realistic and use

your real voice – it makes you more human, more approachable and easier to

understand.

SIMPLE EMAILS DON’T HAVE TOO MANY POINTS As a rough guideline, 1-3 main points per email is fine.

SIMPLE EMAILS HAVE SHORT SENTENCES

Around 20 words or less is a good guideline - but this isn’t a strict rule!

SIMPLE EMAILS HELP THE READER Use paragraphs, spacing, bullets, numbering and headings to help your reader.

Sounds simple, but too many people send blocks of text – especially when

sending from mobile devices.








CONSIDER WRITING MORE

THAN ONE EMAIL If you need to cover more than 3 main points,

consider writing more than one email This will

ensure your message is clear, that each email is

simple to understand, and it helps your reader

to reply to one topic at a time.

ASK YOURSELF

Do you prefer more emails with a few main points in each email? Or would you

rather have fewer but longer, more complex emails? Obviously it’s important to

find balance here. Just as you don’t want to send somebody a complex email with

too many items, you also don’t want to overload someone with too many emails.

ASK THE READER If you are often in contact with somebody (a colleague, a customer etc), why not

ask them how (and when) they prefer emails? Likewise, if you are the reader then

why not share your preferences with the people who regularly send you emails.

STRUCTURE YOUR EMAIL Keep it simple by using paragraphs, numbering, bullet points and headings. This

means that your reader will find it easier to read the email plus can address points

by number/name.

KEEP IT SHORT

AND

SIMPLE

S WHAT IF I HAVE LOTS

OF POINTS TO COVER?








BEGIN WITH AN EFFECTIVE INTRODUCTION Start with a greeting— this really makes a difference. It could be formal

(Dear Ms.), Informal (Hello, Good afternoon), or if you know the reader well

something as simple as “Hi”.

PUT YOUR BOTTOM LINE UP FRONT Your opening paragraph must clearly contain your reason for writing. This helps

your reader save time and makes it immediately clear to the reader what you

want. Depending on the nature of your relationship, the opening paragraph:

IS A GREAT PLACE FOR A FRIENDLY OR TOPICAL

GREETING - I hope the project is going well

- It was a pleasure to finally meet you last week

- Hope you had a relaxing weekend

SETS THE SCENE / CONTEXT OF YOUR EMAIL - Further to our conference call last week

- I’m writing regarding the problems we’ve run into since our last contact

IS A PLACE FOR YOU TO INTRODUCE YOURSELF, IF THE

READER DOESN’T KNOW YOU - My name is … and I was given your name by Sebastien Blanc

- I’m contacting you to inquire about ...”

U Making your emails

understandable starts with

having an easy to follow

structure. This section will cover

the basics of structuring your

email and then look at two key

behaviors you can focus on.

Business emails have 3 parts:

a beginning (introduction), middle

(body) and an end (conclusion).








U Share your reason for writing

quickly. By January 2014,

41%of emails were being

opened on mobile devices.

However very few senders are

taking this into account when

writing their emails. Readers

are opening and scanning

emails on the go, and don’t want

to scroll to find the main point.

MAKE THE MIDDLE MATTER WRITING A CLEAR AND SIMPLE BODY The most important thing to remember here is to give your reader the information

they need to take whatever action you’re asking of them. Share this information

in a logical, cohesive way. Limit the main points, and use paragraphs, numbering

and bullets to help your reader understand your message.

END CLEARLY THE IMPORTANCE OF SIMPLE CONCLUSIONS Emails are best kept short. Your conclusion doesn’t need to recap and summarize

your body. Instead you should make sure any action steps are clear. If you’re sug-

gesting a meeting, propose a date and time. If you’re requesting information for a

project, make sure you explain what you need, why you need it and by when you

need it. And, if you’re just sharing information, remind your reader that he or she

is welcome to ask any questions.








SLOW DOWN EMAIL IS A FORM OF COMMUNICATION – NOT A TASK TO BE

TICKED OFF If you are sure that email is the best way of communicating (see rule 2) and that

the reader really needs this information (see rule 3), then you need to slow down

and take the time required. You need to collect your thoughts, to decide what

you want to say, and then it takes time to write your email. By taking the time

now, you will definitely save time later on.

REREAD BEFORE YOU HIT “SEND” Get into the habit of taking a moment to review your email. Pay careful attention

to the length of your email. Make sure that your email is as short as possible,

without excluding necessary information. Use the SUGAR checklist at the back of

this E-book to help you.

Do not type the email address(es)

in the ‘To’ box until you have

reread your email!

U TWO KEY

BEHAVIORS WHICH

WILL MAKE SURE YOUR

EMAILS ARE EASY TO

UNDERSTAND








G The Radicati report concluded

that in 2014, business users

send and receive on average

121 emails a day. With these sort

of numbers flying through our

inboxes, as readers we hope that

the sender knows why they are

writing. Because we want to

know why they are writing.

As the sender you need to make

your emails are goal-oriented.

You should know why you are

writing before you start writing.

THINK BEFORE YOU INK Most of us know roughly what we want when we start writing – but we don’t

take enough time to clearly think it through. Try writing down keywords or

headings before you start writing the email.

WHAT’S THE PURPOSE, IN 14 WORDS Before you start writing your email, you should be able to say your purpose out

loud in a simple sentence with 14 words or less.

BLUF: BOTTOM LINE UP FRONT Your opening must clearly contain your reason for writing. Your main point

should be in your opening sentence. This helps your reader save time and makes it

immediately clear to the reader what you want. Putting your bottom line up front

(BLUF) is best practice.








WRITE YOUR SUBJECT LINE FIRST We either just hit reply, forward or even write nothing at all in the subject line.

An email with a blank subject line isn’t going to get the attention it deserves,

may go unread and will certainly be difficult to find later on.

KEEP YOUR SUBJECT LINE SIMPLE Be clear, simple and honest. This helps your reader prioritize the email’s

importance without having to open it. It also helps you to build trust with your

reader, as you’ll quickly be seen as somebody who is clear, open and

reader-oriented.

USE OBVIOUS KEY WORDS AT THE BEGINNING A typical inbox reveals about 60-70 characters of an email’s subject line. HOW-

EVER today more than 50% of emails are read on mobile devices. This means

you’ve got 20-30 characters to get it right. Place the most important words at the

beginning!

DON’T CRY WOLF Think carefully about how often you want to use words such as URGENT, NEED

HELP, PRIORITY etc. If you use them too often in your subject lines, you should be

prepared that when you really need to draw attention to your email, your reader

won’t be interested.

REREAD THE SUBJECT LINE Before you send your email, check that your subject line accurately reflects what

you wrote, that the key words are upfront and your subject line will be easily

searchable.

G The email subject line is where

writing effective emails begins.

It is the first thing that

your reader sees, and plays

a key part in whether they open

the email immediately,

later or not at all. It’s also likely

that your reader’s inbox is very

full, so a good subject line helps

the reader determine the

priority of your email.

A well-written subject line

delivers the most important

information, without the reader

even having to open the email.








IS YOUR TONE APPROPRIATE TO - Your relationship with the reader?

- The situation you are writing about?

- Email as a form of communication?

BE POLITE Keep in mind that what is seen as “polite” is highly dependent upon your cultural

background. What may sound polite to one culture may be considered less so by

another. Likewise a “polite” email, can be misread as being too distant, indirect,

insincere or non-committal. If you aren’t sure, it’s better to be polite than not (but

then again I’m British so this is culturally biased). If you are reading an email give

the sender the benefit of the doubt before deciding they are being intentionally

rude. This is especially important if one of you is working in a foreign language.

BE CAREFUL WITH HUMOR Tone is everything when it comes to humor. In particular, irony and sarcastic

humor just doesn’t work in emails.

BE AWARE OF THE LANGUAGE YOU ARE USING - Unless you're on good terms with someone avoid slang

- Be careful about using jargon, abbreviations and acronyms

- If you are a native English speaker writing to non-native speakers be

aware of the problems that expressions (idioms) and phrasal verbs ( take

up, take over, etc) can cause. Avoid them when possible. Keep your

language as simple and clear as possible

A Considering who you are

communicating with, and the

situation at a whole, is at the

heart of all effective

communication.

Remember that 64% of

professionals said email has

caused tension, confusion, or

other negative consequences for

them and their colleagues.

The key challenge here is getting

the right tone (tone means the way

your writing “sounds” to the

reader). Just because you write

your email in “a certain way” it

doesn’t mean your reader will

automatically understand it in the

same way.








ACCEPT THAT EMAILS ALWAYS HAVE A TONE Tone means the way your writing “sounds” to the reader. Writing your email a

certain way doesn’t mean that your reader will automatically understand it that

way. Your reader will remember the emotional tone of an email much longer and

more vividly than the content.

DECIDE HOW FORMAL YOU WANT TO BE Because we send and receive so many emails we tend to think that emails can be

less formal than traditional letters. The way you write can be seen as a reflection

of your own professionalism, intelligence, values, and attention to detail.

SOME MESSAGES NEED NON-VERBAL CUES We fill in the blanks when we aren’t sure what the person sending the message

intended. Strangely enough we generally don’t fill in the blanks with positive

intentions. In fact, studies show we generally assume the worst. This can lead to

misunderstanding, frustration, damaged relationships, and poor business

decisions. Scary, isn’t it? Remember rule 2; Don’t overuse email.

REMEMBER THAT YOUR READER MAY NOT BE IN THE SAME MOOD AS YOU Try to think about how the reader could interpret it. If you think there’s a chance

your intentions or emotions could be misunderstood, find a less ambiguous way

to phrase your words. Then rewrite any sentences which you think may be

potential problems – or pick up the phone.

A “Email is quick, efficient, and

you don’t have to wait around for

the other person to have time for

you. You can just get on with your

job – what’s the problem?”

The “problem” is that this

“isolation” means that we can no

longer rely on valuable non-

verbal information like facial

expression, body posture,

gestures, and voice tone to

interpret and predict other

people’s behavior. It means that

you are writing your email and

hoping that the reader will

understand it in the same way you

meant it.








TAKE THE TIME THE EMAIL DESERVES Spend time thinking about your choice of words, sentence length, punctuation,

letter case, sentence length, opening, closing and capitalization.

BE CAREFUL WHEN USING CC'S AND BCC'S People can interpret them in different ways and read meaning into who was and

was not copied.

KEEP IN MIND - DON’T TYPE IN ALL CAPS – EVER! It’s the same as SHOUTING at

somebody.

- Don’t overuse punctuation!!!!!!

- Be cautious about using bold, underlining and color.

MOST IMPORTANTLY See rule 2; Don’t overuse email. Know when to pick up the phone or meet

face-to-face to discuss an issue.

A Getting the tone right in an email

is one of the hardest things to do.

If you’re writing in a foreign

language it’s even harder.

If you are not sure about the tone

of an email you are sending, have

someone else read it and give you

feedback before you send it. If no

one else is available, save the

email in your draft folder and

come back and re-read it later.








IN ONE EXPERIMENT, THE RESEARCHERS TESTED 30 PAIRS OF STUDENTS Each participant received a list of 20 statements about day to day topics. One

member of each pair read their statements into a recorder, taking either a sarcas-

tic or serious tone. The other member emailed the statements. The participants

also noted whether they thought their partners would correctly interpret each

statement's tone. The participants then listened to or read their partners' state-

ments, guessed the intended tone and indicated how confident they were in their

answers.

BOTH GROUPS PREDICTED ABOUT A 78%SUCCESS RATE Both the emailers and those who recorded their messages were highly confident

that their partners would correctly detect their tone. The partners got the tone

correct for recorded messages about 75% of the time. The partners who read the

statements over email only a 56% success rate.

THE PARTICIPANTS WHO RECEIVED THE MES-SAGES WERE NO BETTER AT PREDICTING THEIR OWN SUCCESS!

Both the listeners and the readers guessed that they had correctly interpreted the

message's tone 90 percent of the time.

Journal of Personality and Social Psychology

(Vol. 89, No. 5, pages 925-936)

A If tone is important, then phone!

A 2005 study by two

psychologists ( Kruger & Epley)

found that people are consis-

tently better at interpreting tone

in vocal messages rather than

text-based ones. So much so, that

the chance of interpreting the

correct tone in an email is only

56% - just slightly better

than tossing a coin!

So what does this mean?

Well, perhaps just pick up the

phone, says Epley: "E-mail is fine

if you just want to communicate

content, but not any

emotional material."








RELEVANT MEANS:

- You know why you are sending this email to this reader

- You know why you are copying each person into this email

- Your reader knows why they are receiving / being copied into this email

- You’ve kept to the main points

- Your email is as short as possible and as long as necessary

- The right information is included, and the information is correct

- You’ve used attachments for detailed information, helping your reader to

understand the main points in the email quickly and allowing them to look

at the details at a more convenient time.

R The Radicati Group

estimate that “ Business users

send and receive on average 121

emails a day in 2014, and this is

expected to grow to 140 emails a

day by 2018.”

Rule 3; Don’t over communicate:

One of the biggest sources of

stress at work is the sheer volume

of emails that people receive.

So, before you even begin writing

an email, always take a few

seconds and ask yourself:

"Is this really relevant?".








THE SUGAR

CHECKLIST FOR

WRITING EMAILS

THAT PEOPLE WANT

TO READ

S U

- Is my language simple? - Do I have too many main points?

- Are my sentences short?

- Would paragraphs, spacing, numbering and headings help?

G A R

- Do I have a beginning, middle and end? - Does my beginning contain my reason for writing?

- Does my end make the action points clear?

- Do I have a greeting and goodbye?

- Do I know why I’m writing this email? - Is my subject line strong and clear enough?

- Am I sharing my reason for writing at the very beginning?

IMPLE

NDERSTANDABLE

OAL-ORIENTED

PPROPRIATE

- Is my language appropriate to my reader? - Am I clear how formal and polite I should be?

- Have I checked the tone? Have I double-checked the tone?

- Should I just pick up the phone?

- Do I know why I’m sending this email to this person? - Will this person understand why they are receiving this email?

- Is the right amount of information included (content and context)?

- Are my attachments useful and relevant?

ELEVANT








FURTHER LEARNING

ON OUR BLOG Our blog, TRAINING BUSINESS, has numerous posts

with tips and tricks on emailing.

WRITING SKILLS POCKETBOOK

Stella Collins and Beth Curl (2012) / Management pocketbooks

BRILLIANT EMAIL: HOW TO WIN BACK TIME AND INCREASE YOUR PRODUCTIVITY

Dr Monica Steeley (2010) / Prentice Hall

MODEL BUSINESS LETTERS, EMAILS

AND OTHER BUSINESS DOCUMENTS Shirley Taylor (2012) / Financial Times/ Prentice Hall

BETTER BUSINESS ENGLISH HOW TO WRITE EFFECTIVE BUSINESS ENGLISH:

THE ESSENTIAL TOOLKIT FOR COMPOSING POWERFUL LETTERS,

EMAILS AND MORE, FOR TODAY’S BUSINESS NEEDS Fiona Talbot, (2009 ) / Kogan Page

EMAIL AND LETTER WRITING (SIMPLE TOOLS FOR BUSY PEOPLE SERIES)

Anne McDougall (2013) / Createspace

ENGLISH FOR EMAILS (EXPRESS SERIES) Rebcecca Chapman (2007) / Oxford University Press

A holistic look at basic email writing for low-intermediate learners, this book can be used for self-study and comes with a CD-ROM. Topics covered include making

arrangements, formal vs. informal language and asking for information.

EMAIL ENGLISH Paul Emmerson (2013) / Macmillan

This book takes upper-intermediate learners through the “nuts and bolts” of email

writing. There is a lot of work on error correction and practice of typical functional

phrases. Areas covered include punctuation and spelling, asking for payment, ar-ranging meetings and making complaints. There are a lot of good controlled prac-

tice activities here, but this means the book can be very dry. A good tip is only to

look at the chapters that are useful for you, rather than working through every-thing step-by-step.

WRITING (COLLINS ENGLISH FOR BUSINESS) Nick Brieger (2011) / Collins

Aimed at higher-level learners (B1 - C2), this self-study book looks at the writing process itself and has lots of good tips on structuring your writing and writing for

your audience. There are models of good practice and practice tasks (including

email writing) in the final chapters.






http://www.targettraining.eu/tag/emailing/

ABOUT THE AUTHORS

This E-book was made with contributions

from the following people

Sebastian Turnbull

A former lawyer, Sebastian has nine years of experience in

developing and delivering customized, participant-centered

language and skills training. His clients include finance, IT,

logistics and engineering firms.

Chris Slattery

Chris enthusiastically believes that training is primarily an

investment in improved performance. Training must help

people to do their jobs better. Making it enjoyable helps.

Making it effective is the essence.

Jane Davies

Jane has twenty years’ experience in training, management

and IT. Her broad background allows her to adapt her

training to the needs of the individual, ensuring participants

gain the tools they need for their jobs.

Nathan Wale

Nathan‘s approach to training focuses on the learners’

real-world needs and encourages participation. He uses his

own extensive experience in marketing and management to

ensure the training is business-world relevant.

Scott Levey

Scott works primarily with managers and executives. His

approach to training is experiential and reflective, believing

that placing learners at the heart of their training secures

concrete results and makes a real difference.

Martin Wheeler

Martin has ten years of experience in training Business

English. He believes confidence is a key factor for

communication success. His training is focused on

fluency-based tasks with customer-chosen topics.









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http://eepurl.com/GAm2b

http://www.targettraining.eu/ebook-presenting-impact/

http://www.targettraining.eu/blog/

http://www.targettraining.eu/blog/



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WRITING EMAILS THAT PEOPLE READ - Target Training