Whether you’re drafting an operational email, responding to a customer complaint, or documenting an incident, what you write and how you write it is important. Poorly written communication doesn’t just make a bad impression; in a transit environment, it can create real operational, compliance, and reputational risk.
This interactive, four-hour virtual course is designed specifically for transit managers and supervisors to provide guidance in writing with greater clarity, confidence, and strategic purpose. Through real-world transit scenarios, structured rewrite exercises, and guided feedback, participants will practice their writing skills and leave with practical tools they can apply immediately.
Participants in this session will learn to:
- Identify the most common causes of unclear workplace writing and how to avoid them
- Structure messages for clarity, conciseness and impact across multiple formats including emails, memos and notices
- Adjust tone and approach for different audiences
- Draft compliance-focused documentation including safety bulletins, SOPs and incident reports
- Respond to customer complaints with empathy, professionalism and policy alignment
- Write employee communications including performance feedback and recognition
- Use AI tools appropriately to refine and improve drafts while maintaining accountability and agency policy compliance
Length: 4 hours, Virtual
Contact: Andrea Dixon, andrelam@nti.rutgers.edu
participants.