Skip to content

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.

Ready to book? Secure your place on this programme.

Register for this course

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

DatesVenueDaysFeeCalendarRegister
5 to 6 Nov 2026Johannesburg2R10,000Register
9 to 10 Nov 2026Cape Town2R10,000Register
10 to 11 Nov 2026Durban2R10,000Register
11 to 12 Nov 2026Pretoria2R10,000Register
12 to 13 Nov 2026Windhoek2US$1,100Register
16 to 17 Nov 2026Gaborone2US$1,100Register
17 to 18 Nov 2026Maseru2US$1,100Register
18 to 19 Nov 2026Mbabane2US$1,100Register
19 to 20 Nov 2026Lusaka2US$1,100Register
23 to 24 Nov 2026Harare2US$1,100Register
24 to 25 Nov 2026Lilongwe2US$1,100Register
25 to 26 Nov 2026Blantyre2US$1,100Register
26 to 27 Nov 2026Mozambique2US$1,100Register
30 Nov to 1 Dec 2026Nairobi2US$1,100Register
1 to 2 Dec 2026Dar es Salaam2US$1,100Register
2 to 3 Dec 2026Kigali2US$1,100Register
3 to 4 Dec 2026Kampala2US$1,100Register
7 to 8 Dec 2026Accra2US$1,100Register
8 to 9 Dec 2026Lagos2US$1,100Register
9 to 10 Dec 2026Cairo2US$1,100Register
10 to 11 Dec 2026Mauritius2US$1,100Register
14 to 15 Dec 2026Dubai2US$1,100Register
17 to 18 Dec 2026Online2US$900Register

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.

Related courses in Business Communication and Report Writing

Business Communication and Report Writing

Report Writing for Technical and Operational Teams

Most operational reports die in an inbox because the finding is buried on page four. This course rebuilds the way engineers...

Next session
19 to 23 Oct 2026
Venue
Nairobi
5 day programme
FromR18,000
Business Communication and Report Writing

Persuasive Business Writing and Email Discipline

Write the email that gets a decision instead of three rounds of clarification. Delegates work through tone...

Next session
21 to 23 Oct 2026
Venue
Johannesburg
3 day programme
FromR13,000
Business Communication and Report Writing

Minute Taking and Meeting Records

A committee resolution is challenged six months later and the only record is a set of notes nobody can follow.

Next session
19 to 20 Oct 2026
Venue
Johannesburg
2 day programme
FromR10,000
See all Business Communication and Report Writing courses