A 3-hour virtual workshop for contact centre professionals who want to write with clarity, confidence and care. 

In a world where inboxes are overflowing and attention spans are shrinking, how we write matters more than ever. Whether you’re responding to a customer complaint, updating a colleague, or chasing a query, your email is your voice – and it speaks volumes. 

This practical and engaging session helps contact centre teams master the art of professional, human-centred email writing. From tone of voice to structure, from punctuation to persuasion, participants will explore how to write emails that are clear, credible and customer-focused. 

By the end of this session, you’ll:

  • Understand why email etiquette matters and how it shapes customer experience
  • Explore the difference between formal and informal tone, and how to flex based on the recipient
  • Learn how to structure emails for clarity and visual appeal using line breaks, bullets, fonts and spacing
  • Discover how the human eye reads emails, and how to write with that in mind
  • Craft subject lines that get noticed and drive action
  • Practise rewriting real emails to improve tone, clarity and impact

Learning outcomes

By the end of this workshop you will be able to;

  • Adopt a Strategic Leadership Mindset: Embrace a philosophy that aligns your leadership style with your desired outcomes.
  • Master the Balance of Leadership and Management: Clearly distinguish between leading and managing and learn how to strike the perfect balance.
  • Shift from Functional to Enterprise Thinking: Move beyond individual contributions to consider the entire organisation’s success.
  • Unlock the Power of Conscious Leadership: Discover ten key principles that will enhance your leadership effectiveness.
  • Enhance Mindfulness and Collaboration: Identify opportunities to lead with greater mindfulness and foster a more collaborative environment.
  • Craft and Execute a Strategic Plan: Begin creating, sharing, and implementing a strategic plan tailored to your unique context.

Benefits to your business

Elevated Leadership for Organisational Growth: Foster expanded thinking that advances your leadership and drives your organisation’s development.

  • Holistic Performance Achievement: Adopt a comprehensive approach to hitting performance goals across your entire organisation.
  • Strategic Confidence for Better Results: Build confidence in crafting and communicating strategies that deliver superior outcomes.
  • Boosted Engagement and Alignment: Enhance team engagement and ensure alignment with organisational goals.

Course content

  • Be Do Have Mindset: Embrace a powerful philosophy for strategic leadership.
  • From Function to Enterprise: Navigate the journey to becoming a true enterprise-wide leader.
  • Principles of Conscious Leadership: Explore essential principles to lead with intention and awareness.
  • The Mindful Leader: Gain insights into the factors influencing your leadership style.
  • The Collaborative Leader: Understand how to connect and lead effectively with others.
  • The Strategic Leader: Lead with vision and purpose, driving your organisation forward.

About the trainer

Mike Axford

Mike started his career in the contact centre industry over 25 years ago. He is an enthusiastic and passionate trainer with a wealth of experience.

Upcoming Dates

Pick a date below and fill in the booking form to reserve your place and places for colleagues. We will raise an invoice, so if you need to provide a purchase order number, please do so in the form or email it to info@ccma.org.uk.

Written Communications - Email Etiquette

Written Communications - Email Etiquette

Date: Thu 29 Jan 2026
Where: Online
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Written Communications - Email Etiquette

Written Communications - Email Etiquette

Date: Thu 26 Feb 2026
Where: Online
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Written Communications - Email Etiquette

Written Communications - Email Etiquette

Date: Tue 31 Mar 2026
Where: Online
Book now »

Written Communications - Email Etiquette

Written Communications - Email Etiquette

Date: Tue 19 May 2026
Where: Online
Book now »

Format

Taking place on Zoom.

Who is it for?

Anyone who communicates with internal or external customers via email and needs to maintain a consistent, professional tone.

Why should you go?

Write emails that get read and get results. Learn clear structure, the right tone, and practical tricks to boost credibility and customer focus. Leave able to craft subject lines and messages that communicate quickly, professionally, and with care.

How much is it?

£300 + VAT for members

£375 + VAT for non-members

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