Aims & Objectives

Our effective written communication course teaches the key concepts of effective writing as well as best practise tips for emails, letters and responding to complaints.

You’ll learn what works in written communication such as emails, business letters and responses to complaints as well as improving your grammar, punctuation and spelling.

Please note that this workshop can be delivered as either a half or full day. On the full day workshop, greater depth on spelling, punctuation and grammar can be covered, and more time is given to providing feedback on the written exercises.

What will I learn?

What Works in Written Communication

  • You as the customer: what you like to see in written communication. How does yours compare?
  • Impact of written style and the image you and your organisation wish to portray.
  • The crucial difference between written and verbal communication.
  • The importance of understanding the customer’s expectation and establishing rapport.


  • Do you email effectively?
  • 12 tips for good email practice.

Good Practice in Letter Writing

  • Purpose of letters
  • Typical formats


  • Thinking about what you want to say: 5WH.
  • Focusing the content: the SCRAP acronym

Responding to Complaints

  • How might complaints be a useful tool for development?
  • How would you want someone to receive your complaint?
  • Tips on how to structure a reply.

Grammar, Spelling and Punctuation

  • The consequence of errors and how to avoid them.
  • Guide to punctuation.

How We Deliver

We currently deliver all training online to comply with the Government's guidelines.

Online training works well for businesses whose staff are mainly working from home.

It allows us to train all of your staff with the same training needs at the same time. Your people simply log on from home, using details provided in advance by our team.

Choose from Watch and Learn sessions for larger groups or interactive hands on sessions for smaller groups.

When permitted we also offer face to face training at your offices.

All sessions can be customised to a half day or 90 minute sprint session and tailored to fit your needs, covering the topic(s) within a course that are most important to your business.

Stay up to date

Subscribe to our mailing lists:

I would like to receive the following emails:
Mailing lists

We are collecting your email address to send you the emails you select above and we require your consent. By clicking the Subscribe button, we are treating this as your consent. To withdraw your consent, please use the unsubscribe option at the bottom of the received email(s)