Lewis Eisen

To regulate customer and employee behaviour, organizations produce administrative and operational policies setting out their rules. Too often, though, these documents are so long and confusing that no one reads them, and they are often written in a way that sounds like angry parents yelling at naughty children. Getting compliance under these conditions is an uphill battle.

This workshop will cover a number of advanced techniques for drafting policy instruments quickly, easily, and in a way that gets buy-in from others.

Topics include:

• Organizing a policy framework

• Distinguishing policies from standards, procedures, and guidance

• Drafting mandatory statements that don’t sound bossy

• Handling definitions and terminology

• Ways to reduce ambiguity