Important for two-way communication both written and face to face (e.g., inquiries, complaints), and one-way communication that doesn’t require any sort of action but is important for the whole brand experience (e.g., notices, PR communication, system messages). Suitable for internal communication, HR and employees working in departments such as Retail, Customer Support and Complaints.
Focuses on specificities of two-way communication and explores ways to adjust our style and tone to a certain person and their unique situation, especially in conveying bad news.