To enhance your written communication.



On completion of this course, attendees will be able to:

  • Describe what works in written communication
  • Describe good practice for emails
  • List what makes a good business letter
  • Understand how to respond to complaints
  • Improve grammar, punctuation and spelling

What will I learn?

What Works in Written Communication

Learn how to:

  • 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.


Learn how to:

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

Good Practice in Letter Writing

Learn how to:

  • Purpose of letters
  • Typical formats


Learn how to:

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

Responding to Complaints

Learn how to:

  • 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

Learn how to:

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

How we deliver

Training can be delivered in either of the following ways:

  • Online

    Online training is ideal if you have staff in different geographical locations who have the same Microsoft or Adobe training requirements.

    Our expert trainers can deliver Watch and Learn sessions to up to 100 people. Alternatively, they can produce an interactive session that allows delegates to complete practical exercises within the Microsoft or Adobe apps of your choosing.

  • Face to face

    Choose from one or half day training sessions or our popular 90-minute Sprint sessions, which can be delivered in your offices or at another location of your choice.

    All we need is a room with a table and chairs and we look after the rest. We can even provide laptops and a projector should you not have spare IT equipment to use.

Sprint learning

Short on time, but still want to boost staff performance?
Book a Sprint Session!

Each Sprint Session follows a 90-minute format for ultra-focused team learning.

Pick a topic, tell us what you want to achieve from your session, and we’ll put together a short, fun, entirely bespoke programme that meets the needs of your team.

Designed to cater for 10-15 delegates at a time

Developed by our team to cover the subject matter of your choice

Delivered online or face-to-face

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