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Handling Sensitive and Difficult Messages in Writing

Some of the hardest workplace communication happens in writing, from declining a request to delivering bad news or addressing a colleague's conduct. This course helps professionals in African workplaces write clear, respectful and legally aware messages when the stakes are high. Delegates practise choosing the right tone, structuring difficult emails and letters, and protecting relationships while still being honest and firm.

What you will be able to do

  • Decide when a message should be written rather than spoken.
  • Structure difficult messages so the reader understands and stays engaged.
  • Choose a tone that is honest, respectful and free of blame.
  • Deliver bad news, refusals and corrections clearly and kindly.
  • Manage emotion and avoid wording that inflames a situation.
  • Write with an awareness of records, fairness and professional risk.

Course outline

  1. 01When to Write and When to Talk
  2. 02Structuring a Difficult Message
  3. 03Tone, Empathy and Respect
  4. 04Delivering Bad News and Refusals
  5. 05Addressing Conduct and Corrections
  6. 06Managing Emotion and De Escalating
  7. 07Records, Fairness and Professional Risk
  8. 08Practice and Message Review

Who should attend

This course is designed for managers, supervisors, HR staff, client facing professionals and administrators who must handle complaints, refusals, bad news or sensitive matters in writing.

Dates, venues and fees

DatesVenueDaysFeeCalendar
17 to 18 Aug 2026Harare2US$1,100
24 to 25 Aug 2026Kampala2US$1,100
31 Aug to 1 Sep 2026Dar es Salaam2US$1,100
7 to 8 Sep 2026Pretoria2R10,000
14 to 15 Sep 2026Cape Town2R10,000
28 to 29 Sep 2026Online2US$900
5 to 6 Oct 2026Mozambique2US$1,100
12 to 13 Oct 2026Cairo2US$1,100
19 to 20 Oct 2026Accra2US$1,100
26 to 27 Oct 2026Lusaka2US$1,100
2 to 3 Nov 2026Kigali2US$1,100
9 to 10 Nov 2026Nairobi2US$1,100
16 to 17 Nov 2026Durban2R10,000
23 to 24 Nov 2026Johannesburg2R10,000
7 to 8 Dec 2026Mauritius2US$1,100
14 to 15 Dec 2026Dubai2US$1,100
21 to 22 Dec 2026Lagos2US$1,100

Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.

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