The Write Response™ · GenAI edition · 1 or 2 days
You hit send. They heard
a tone you never meant.
Everyone wants faster replies, faster solutions and faster agreement, and your reputation, credibility and trust depend on every response. The Write Response™ combines a proven system for empathetic emails with the GenAI prompts that turn it into a complete, human-sounding reply in a fraction of the time.
The R.I.G.H.T. System
Five steps from email received to trust built
Their real inbox
Practised on multi-issue emails that people actually receive
CO-STAR prompts
AI drafts with empathy built in
Sound familiar?
"We replied to the complaint, and the customer got angrier."
"We answered the question they asked, and missed the one they meant."
"The AI draft sounds polite, generic and nothing like us."
What changes
Save time. Build credibility. Build relationships.
01
Respond, don't react
Get into the right frame of mind before replying, so the tone builds rapport even with the most difficult email.
02
Catch every issue
Spot the explicit issues, the implicit ones and the writer's emotional state, so nothing gets missed and no follow-up email is needed.
03
Win back trust
Use a tested structure, the right language and a positive close to answer complaints well, including when the answer has to be no.
The programme
Inside the workshop
Day 1
Part 1 · Read it right
The CARE principles for writing with empathy
Reading emails for explicit and implicit issues before prompting
Using AI responsibly: what to share, what to check, and who stays accountable
Day 2
Part 2 · Write it right
CO-STAR prompts combined with S.E.C.U.R.E. to draft complete, multi-issue replies
Refining the tone, and when to say no with N.O.P.E.
Practising on each participant’s own email with their organisation’s approved AI tools
The framework
The R.I.G.H.T. System
Ready to receive
The right mindset before you type
Identify issues
Explicit and implicit, ranked by what matters most
Get it right
Clear language and tone, with the S.E.C.U.R.E. structure
Highlight actions
Solutions, options, and N.O.P.E. for when it's a no
For decision-makers
The essentials at a glance
Who it’s for
Professionals, managers and customer-facing teams who need a systematic way to write good emails in less time, especially complaints and multi-issue replies
Format
1 or 2 days, hands-on with your organisation's approved GenAI tools
Delivery
In person, virtual or blended, to be decided with you
Follow-through
Each participant writes a full response to one of their own emails, before and after
Investment
Tailored to group size and format, on request
Why organisations invest
Complaints answered in a way that wins back trust
Every issue handled in one reply, so threads stop going round in circles
Shorter drafting time without losing the human touch
Confident, responsible use of GenAI in everyday writing
Runs as a standalone workshop or as part of a LIFT™ leadership journey.
