What to Say and Write when Things Go Wrong

Sometimes it is hard to know exactly what to say in English in a difficult situation, be it a customer complaint or an angry colleague.  The online 3-module What to Say and Write when Things Go Wrong seminar will examine the language for coming out on top in the toughest office conditions. Each module will examine and practice the language you can use to deal with tough circumstances tactfully and diplomatically face to face, on the phone, and in writing. Case studies and samples are extensively used, while you will also receive feedback from an experienced native speaker.

Learning Outcomes

By the end of this course you will be able to:

  • Decide what to say or write when faced with a difficult situation
  • Show professionalism even in hard times
  • Get your desired results without aggression

Download full description of the program. (.pdf, 248KB)


Complaints and Apologies

  • Avoiding attacking
  • Getting what you want
  • Calming things down
  • Resolving problems

Hostile Customers and Angry Colleagues

  • Saving face
  • Being confident
  • Taking control
  • Customer service

Communication Breakdowns between Cultures

  • Dealing with misunderstandings
  • Avoiding confusion
  • Overcoming prejudice


Course Code COM103
Department Vocational Training
Instructor Michael Robbs
Instruction Languages EN
Prerequisites B2 level of English or above is required
Who should attend Professionals who often deal with difficult situations and need to decide on what to say in English to resolve the issue
Certificate of AttendanceYes
Offered OnlineYes
Course Fees €170.00

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Last Update At: 2017/11/02 - 17:20:27


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