This workshop is SkillsFuture Credit-eligible and can be delivered face-to-face or online. 


Writing to customers in a style that focuses on them is vital to your organisation’s reputation and success. 

Focusing on challenging correspondence such as refusing requests and dealing with complaints, this workshop provides you with an in-depth understanding of how to write in a customer-focused way. You will write two case study emails related to your workplace and receive feedback from your trainer and other participants on your strengths and areas to improve.

This workshop is for you if …

You need to deal with challenging correspondence or would like to make your writing more customer-focused.


After taking this workshop you should be 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

Structuring challenging emails

  • Sequencing your reply in a sensitive way
  • Opening with empathy
  • Sincere closings

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

Maintaining the relationship in challenging emails

  • Responding to negative feedback
  • Repairing the damage
  • Following up to maintain the relationship

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
18-19 February 24-25 June 27-28 September
29-30 November 3-4 March 2022