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Discounts for groups
You get a discount on the per seat cost when you buy this course for your team. These discounts are automatically added to your cart at check-out when you buy the Team License.
Learn as a team with this team license.
Our online, customer-focused writing course is for people who aren’t specialist writers but still have to do it every day. People who really care; who want to do the best for their customers and colleagues and want to reflect it in their writing.
“EVERYBODY completely loved your course, being part of it myself was a pleasure and I really took a lot away from it. It’s very clear that you love what you do and you most definitely passed this energy onto us.“
Customer Services manager – UK heritage organisation
Learn on the go
Totally responsive learning experience. Learn wherever you are.
Full of video content
Over 5 hours of video walkthroughs, explanations and live edits.
Worksheets and exercises
Downloadable worksheets and exercises to take learning off the screen.
Test your knowledge
Quizzes to test your knowledge. Complete the final quiz for a course certificate.
What’s in the course?
5+ hours of video walkthroughs, introductions and explanations.
Covering the tools and techniques we’ve used with organisations in the UK, Europe and Asia.
45+ detailed video guides to topic areas, plus live, on-screen editing of written material to help teams understand how good writing is put together.
Take your learning off the screen with downloadable worksheets and help guides.
See what the course is like
Mark walks through the course basics including the learning experience, what a lesson looks like and some of the basic features you’ll get with this course.
What will I get from this course?
Master the power of words
Learn just how powerful the words you use are. Then get the knowledge and perspective to master them and make them work for you. Start having the right sort of impact when you write.
The confidence to write clearly
The ultimate cure for workplace waffle, management speak, and those emails to customers that take a page to say what a sentence could. Learn how to get started, how to keep writing and how to edit effectively.
Know what makes people tick
Understand what makes people take action. Know how to help them understand quickly. Make sure your stuff gets to the top of the pile and people read and act on it.
Get people to do what you ask
Get people to take action willingly because you’ve understood what really motivates them. Find out how to give bad news without getting kickback and say ‘no’ nicely.
Tried and tested ways to transform your writing.
This writing course includes the same content, insight and activities we’ve used with teams in Europe, Asia and the US in financial services, airlines, automotive, hospitality, tech, the third sector, housebuilding, social housing and government.
Course content and lessons
How changing the way you write changes the world around you.
What we’ll cover
How to communicate with customers so they understand you, do what you ask and don’t get frustrated doing it.
It’s much easier to write to people when you know who they are and what really matters to them.
Writing at work
Take these short surveys to get an idea of your views and confidence when it comes to writing at work.
2. Your impact
Your words matter
How the way you write to customers has a profound and long lasting impact on them.
What the way you write tells customers about you, your team and your business. The assumptions customers make and how they affect your team.
Cause and effect
How the way you write affects the response you get. If you find customers keep pushing back, here’s how to fix it.
Tone of voice
It’s not what you write, it’s how you write it. Simple ways to make tone of voice work for you.
Environment & blockers
What are the factors around you that get in the way of writing well?
3. Thinking human
Busting the myths that prevent you from writing well to customers.
How communication works
How understanding the basic principles of communication help you write better.
Writing like a human
Why people write like robots at work, why it annoys customers and what to do about it.
How to understand and use the power of emotion when you write to customers.
Getting read and understood
No one can demand to be read – so here’s how to make people want to read what you send them, even if it’s bad news.
How anticipating and answering questions makes your writing much simpler to understand.
Think, feel, know, do
How you can get into the mind of the reader and get the response you want.
How you can avoid “talking down” to your customers.
How being an expert can be a problem when you’re communicating with customers. How to be an expert and be understood by anyone.
4. Writing human
Writing styles to avoid
The styles of writing that really irritate customers and stop them doing what you need them to – and how to avoid them.
“Offglish” and why is it so corrosive to better relationships with customers. How to write clear, human language.
Why some people do it, the effect it has and what to do about it.
The danger of ‘persuasive’ adjectives and the need to lead people to their own conclusion with facts, not tell them what to think.
Why the passive voice makes us seem remote, uncaring and unwilling to accept responsibility and what to do about it
Write less, mean more
Why it’s easier to write a long email than a short one – and why that makes things harder for customers.
Objectively score your writing
Score your writing against a set of objective criteria.
Orwell’s six rules
A simple guide to clearer, more human-centred writing.