Transferable Skills

Policy and Procedure Development

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Learning Outcomes

Avoid words and phrases that are likely to antagonise others
Overcome employees´ endless excuses for not reading, understanding or following the rules
Watch out for legal traps that even the pros can sometimes overlook
Write clearly and concisely


This programme will get learners up to speed on writing and developing your organisation’s policies and procedures by gaining rules, strategies and guidelines that will ensure they get the results they want - well written policies and procedures that are read and understood by all. NQF Level 5


1. Understand what Makes Policies and Procedures Work
What good policy and procedure writing is really all about
Signs that an informal or "unwritten" rule is no longer working
The importance of documentation
Is a written policy or procedure necessary?
2. Get Off to a Quick Start
Critical research
Avoiding common problems that contribute to writer´s block
Simplifying a multi-step procedure by using flowcharts
Techniques in writing a perfect policy or procedure on a super-tight deadline
How to sound firm without coming across like a bulldozer
Mind mapping: How this simple pre-writing exercise can save you time and frustration
3. Writing with Clarity and Ease
Understand what "clarity" really is and why you must change old habits to achieve it
Writing policies and procedures that leave no room for misinterpretation
Avoiding the dreaded "huh?" response: How to ensure users "get" what you mean
Don´t do this, don´t do that—are your employees suffering from "rule overload"?
Words and phrases to avoid
4. Cutting Legal Liability to a Minimum
The how´s and why´s of writing disclaimers
Writing job descriptions
Problems to look out for when creating an employment application form
Staying out of legal hot water
Eliminating discriminatory language
When you must require employees to "sign on the dotted line"
5. Improve Readability
Design mistakes that turn users off
How to differentiate between visual clarity and visual clutter
How to achieve consistency
Assisting users in locating information in manuals and handbooks
Choosing the right format
6. The Implementation Process
How an approval loop can protect you later should problems arise
Notifying users in person (by writing / email)
Overcoming misunderstandings that can occur in group meetings
How to use management to your advantage
7. Handling Resistance
Why employees resist change and what to do when they resist
How to handle unique stressors of implementing emotionally charged guidelines
How to stand your ground when employees claim a rule is silly, unfair or unnecessary
How to get people to quit making excuses and read what you write
8. Maintaining Order
The revision cycle
Is it time to change a policy or procedure? Listening to the clues around you
Bringing policies and procedures on-line