Writing in Difficult Situations
Why must you be mindful when you write in difficult situations?
At the workplace, sometimes you could be writing merely to convey information.

At other times, you may need to write to gain support for your point of view, or to gain acceptance of your idea, or to respond to negative feedback and complaints.

Internally, you may need to communicate bad news or the need for change, and people can be resistant to change.

Externally, consumers are turning to social media to communicate with brands at a rapid rate. The cheap, convenient and public nature of social media platforms make them a convenient way for customers and members of the public to register their concerns or displeasures. It is also a quick way for others to read about their experiences.

In these difficult situations, your writing could be the first step towards reconciliation – or deeper resentment. If you handle this task effectively, it can pave the way for a better outcome.

What do you gain in this two-day workshop?
Your chances of success in difficult writing situations will depend on how clear, precise, logical and persuasive your writing is.

This programme will equip you with the skills to present information clearly and logically. You will learn an approach to write in difficult situations including communicating about change, giving bad news, and responding to negative feedback and complaints.



Workshop Objectives
  1. Acquire techniques to present information clearly and logically.
  2. Communicate the need for change effectively.
  3. Communicate bad news effectively.
  4. Respond to negative feedback and complaints professionally.
  5. Know the critical points in responding to negative feedback on social media.
  6. Use the most effective approach for different situations.


Workshop Highlights
Conveying Complex Information Logically and Clearly
  • Thinking clearly to write logically
  • Creating logical flow in your writing
  • Understanding the power of words

Communicating about Change
  • Being clear about the change
  • Explaining the reason for change
  • Being clear about the leader of change
  • Addressing the emotional impact
  • Explaining the details and actions required
  • Being clear about how communication will take place
  • Common mistakes to avoid

Communicating Bad News
  • Being clear and direct
  • Explaining the decision-making process
  • Addressing negative effects
  • Balancing the negative with the positive
  • Writing to appeal on common grounds
  • Looking to the future

Responding to Negative Feedback
  • Acknowledging the negative feedback
  • Acknowledging the intention
  • Explaining your position
  • Maintaining goodwill
  • Responding to negative feedback on social media

Responding to Complaints
  • Acknowledging the complaint
  • Showing concern
  • Explaining your position
  • Apologising if necessary
  • Explaining the next step
  • Closing on a positive note

Trainer: Jolynn Chow

Venue: Royal Plaza on Scotts (OR) Rendezvous Hotel Singapore (OR) M Hotel Singapore

Duration: 2 Days

Time: 9am to 5pm

Fee: S$750


(Fee includes a training workbook, daily buffet lunch and refreshments.)

(Register 3 or more participants and pay only S$720 per participant*)

* Terms and Conditions on Registration Page

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(65) 9633 1104

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