Thoughtful communication for sensitive situations

Some situations call for tact, professionalism and a calm, steady tone. This course gives participants the confidence and techniques to handle sensitive communication with clarity, care and professionalism. They learn how to set the right tone for different audiences, frame challenging points without sounding defensive and maintain relationships even when delivering difficult messages.

Throught practical frameworks, they discover how to reply to complaints with empathy, give bad news constructively, reset expectations and say no without escalating tension. Participants also learn how to turn AI-generated drafts into polished messages that feel measured, appropriate and aligned with their organisations' standards. They leave equipped to write messages that protect trust, reduce tension and move situations toward a constructive outcome.

  • Adaptability and learning agility
  • Analytical thinking and problem-solving
  • Decision making and judgement
  • Digital literacy and tool confidence
  • Effective communication
  • Emotional Intelligence (EQ)
  • Leading self and others
  • Productivity and personal effectiveness
  • Relationship and stakeholder management

  • Course participants will handle sensitive situations with steadier judgement, communicate difficult messages with more confidence and maintain trust in challenging situations.                                                                                                             
  • Stakeholders will feel acknowledged and supported, making it easier to move through challenging situations together and reach constructive outcomes.
  • Your organisation will strengthen trust with internal teams and external partners, resolving issues more smoothly.

  • Write correspondence that balances empathy and assertiveness by understanding what your readers need and guiding them towards a clear next step.
  • Explain policies, decisions and constraints in clear, reader-focused language that maintains trust and supports constructive conversations.
  • Handle challenging or sensitive situations with care by choosing tone, framing and emphasis that protect relationships while addressing issues directly.

Module Overview Competencies
1

Confident correspondence writing essentials 

  • Evaluating your practices as an advanced correspondence writer
  • Setting personal goals

Set goals to strengthen existing correspondence writing skills by analysing emails against criteria for advanced performance

 
2

Communicating difficult news in writing

  • Structuring difficult news
  • Explaining the benefits of regulations, policies and directives 
 Communicate difficult news in writing, being considerate of readers’ needs and concerns
3

Responding to negative feedback in writing

  • Shifting perspective 
  • Using strategies to prioritise relationships and clear communication
 Respond to negative feedback in a way that maintains reputation and strengthens relationships

 
4

Refusing requests in writing

  • Structuring your refusal
  • Using a confident and considerate tone 
 Refuse requests using a confident and considerate tone to maintain the relationship

  • Individual contributors
  • Managers
  • Professionals handling sensitive messages
  • Those responding to complaints or difficult requests
  • People writing on behalf of their organisation

Find out why you should choose us and how we deliver our workshops face-to-face or online. 

In-person public training dates 2026/2027
30 May 2026 8 July 2026  
  • Length: 7 hours
  • Workshop fee: S$630.00 (subject to prevailing GST)
  • Venue: Toa Payoh Centre
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