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Do you struggle knowing what to say in reply to difficult emails? Can your explanations or tone cause the situation to escalate? In this workshop you will learn how to write credible, sensitive and diplomatic replies to emails to internal or external stakeholders.

Your experienced trainer will guide you through a variety of fun and informative learning activities to help you apply the key concepts and techniques of the course to case studies relevant to the workplace.

This workshop is for you if …

You would like to know how to respond clearly and sensitively in writing in challenging situations.


After attending this workshop, you should be better able to:

  • plan, structure, write and edit replies that are clear and sensitive to the reader
  • show empathy when refusing a request, apologising and replying to challenging stakeholders
  • maintain and build relationships through tactful written communication.

Workshop outline

The fundamentals of writing challenging emails

  • Understanding your readers’ needs and expectations
  • Balancing your and your readers’ needs
  • Analysing the impact of your replies

Writing sincere apologies

  • Using a sincere tone
  • Matching the apology to your context
  • Different levels of formality

Writing credible explanations

  • Types of explanations
  • Selecting the best explanation for your situation
  • Explaining the benefits of regulations and policies

Writing refusals in a diplomatic way

  • Tips for writing refusals
  • Saying ‘no” without saying “no”
  • When someone won’t take no for an answer

Replying to aggressive emails

  • Understanding the root cause
  • Defusing the situation
  • Offering solutions

Writing challenging emails mini clinic

  • Editing and reviewing case studies
  • Evaluating your performance
  • Setting writing goals

Why choose us?

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

Full-day workshop schedule

Face-to-face Public training dates 2021/2022
3-4 March 2022    
Face-to-face Public training dates 2022/2023
16-17 June 22-23 September 28-29 November 2022
16-17 March 2023