By the end of this course, participants will be able to write complaint responses that:

• Address all issues raised by the complainant

• Demonstrate empathy and respect

• Clearly explain investigative outcomes

• Use an appropriate, customer-focused tone

• Reduce the likelihood of further incoming correspondence

• Are polished using AI while maintaining professional judgement

Communicating in business

• The difference between academic writing, creative writing and business writing

• The Government Style Guide as a source of technique

• Internal organisational style guides

The composing process

• The four-step writing process:

  • Gather material for the specific purpose of the response

  • Use a spidergram to order information

  • Draft

  • Edit

Understanding the reader

• Who is reading the document?

• How the reader impacts:

  • Content

  • Level of detail and explanation

  • Words used

The structure of emails and letters

Emails and letters that READ

• R – Repeat request

• E – Empathise

• A – Address all issues

• D – Direct for further information

Writing effective responses

• Contemporary letter template layout

• Email and letter writing technique

• Addressing all issues raised in the incoming document

• Coordinating responses from multiple respondents

• Using standard paragraphs with care

• Email etiquette

Creating a logical flow

• How the brain accesses information

• Why readers cannot process random information

• Using a spidergram to assemble information logically

Wordsmithing techniques to increase clarity

Editing techniques to improve clarity and tone:

• Sentence length

• Main message first, except when expressing bad news

• Choosing between passive and active voice

• Conversational style where appropriate

• Using minimum words

• Modern formatting techniques and visual presentation

• Word choice to suit the reader

Techniques to control tone

• The continuum of compassion and assertiveness

• Showing empathy appropriately

• Inclusion of positive tonal words at the beginning and end of the response

• Choosing when to use personal pronouns and when to use third person

• Positive phraseology

• Assertiveness

• Techniques to stop further incoming correspondence

• Dealing with abusive correspondence

Using AI appropriately

• Using AI to polish complaint correspondence

• Applying AI responsibly and in line with organisational policy