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Email Etiquette Training



There’s a world of difference between a hastily typed email and a carefully crafted message that gets the right response from colleagues and customers.


In this course, Learners will discover why good structure – including an appropriate greetings and a compelling call to action – gets results. They’ll learn powerful writing and formatting techniques to engage customers and colleagues. And they’ll find out not just what they should, but also what they shouldn’t do to stay on the right side of company policy and the law.


There really is an art to business email etiquette – and individuals and organisations dealing with emails on a day-to-day basis should make this course a top priority.


Who Should Attend?

• Frontline staff emailing customers and colleagues.
• Members of the management team who use email to communicate to staff and customers.
• Individuals seeking to improve an essential business communication skill (an ideal stepping stone to help you into internal comms and customer relations roles).


Learning Outcome

• Write well-structured, compelling emails that get a positive response from colleagues and customers.
• Apply writing and formatting skills to further engage your recipients and deepen your ability to persuade.
• Learn the dos and don’ts of professional email writing, so personal and brand image is protected at all times.




Course Topics

Scheduled Course topics are coloured black. In-house Training is tailored to your needs so you can choose any of the topics listed below plus you can combine topics from any of our courses to create the perfect learning solution.


Professional Language and Tone of Voice - When it comes to business emails, you should already have an idea of the language and tone that you’re going to use.

  • The 7 Cs of Good Communication

Effective Email Structure - Core Topics that reveal how good email structure will help Learners deliver an effective message every time.

  • Writing Effective Email Subject Lines
  • Writing Appropriate Email Greetings
  • Structuring the Body of an Email
  • Composing an Email Sign-Off


Email Tools for Business Success - It’s not just what you say – how you say it is often the deciding factor with customers and colleagues.

  • Powerful Writing for Emails
  • Proofreading Emails
  • Styling Emails
  • Creating a Professional Signature


Staying Safe with Email - Dos and don’ts for writing and managing email – to keep staff within company guidelines and the law.

  • Email Netiquette
  • How to Use Cc, Bcc and Forward Correctly
  • Managing Emails
  • Email and the Law



Delivery Style

• Interactive practicals including group discussions, role-plays (in small groups), and case study examples.





Learning Formats


Option One: Scheduled Courses (Suitable for Individuals and Small Groups)


Our Approach: Learners and their line manager (where appropriate) complete questionnaires prior to the course, to establish key development areas. Learners complete personal action plans throughout the course to support the post-course reinforcement of new skills.

Length: 1 day (9.30am – 4.30pm).

Location / Availability: Courses in London (dates listed below).

Group Size: Average of just six Learners per course (maximum of eight), led by experienced Trainers in a friendly learning environment. Because of the low numbers, plenty of personal attention is given to each Learner.

Refreshments: Lunch and refreshments are provided.

Awards: Certificate of Training presented on completion and course manual included.


London Training Centre: 20 Mercer Street, Covent Garden, London WC2H 9HD.

Course Date Price Status Book Course
2019 Dates      
March 7th £275+vat Available Book Online
September 17th £275+vat Available Book Online
Can't see a suitable date? Give us a call on 0800 121 4660 to discuss.



Option Two: Tailored In-house Training (Suitable for Groups of Staff)


Our Approach: A comprehensive seven-step approach enables us to identify your requirements, and then carefully tailor course topics and post-training reinforcement support tools to suit your needs.

Length: Tailored to your needs – bite-sized 90-minute sessions; or half-day, full-day, or two-day courses.

Locations/Availability: Delivered at your premises, or a venue of your choice in the UK or anywhere in the world (where appropriate). Training is available seven days a week, and there is no additional charge for weekend training.

Group Size: Flexible.


Discuss your requirements with one of our experts. Call 0800 121 4660 / 0208 445 9625, or complete an enquiry form.




Clients Include

Hamilton Mercer Training - Clients

Call 0800 121 4660
Enquiry form Click here

Online Booking form Click here

“The course content was relevant, specific and delivered excellently. The Trainer was able to maintain everyone’s attention through with his humorous delivery style”.

Client Services Manager

T4 Media Group


“The trainer was very good at delivery of content and has brought useful points that I can exercise in work”.

Property Manager
Galliard Homes


“Very well delivered, and it was kept interesting to keep my attention. Friendly, factual also very relevant”.

Senior Credit Controller
Makita (UK) Ltd


“I learnt a lot, training was very useful especially the email burger! It helped with professional language and expectations.”

Hotel Service Supervisor

HCA International


“It was a very well organised booklet. Very relaxed, friendly atmosphere and a very knowledgeable trainer. I saw my emails in a different light.”

Contracts Administrator

Frontier Software plc


“It was a very informative course with lots of great content. I have learnt a number of techniques I can practically apply.”


Solent University


“Well organised and well informative. The Trainer was very patient with a wealth of knowledge.”

Customer Contact Manager
Hastoe Group


“I found the course exercises particularly interesting as it helps you think about situations in a different way.”

Accounts Payable Manager
Igloo Thermo-Logistics


“Excellent in every way. I have learnt so much from this course. I wasn’t bored for one single moment I can’t wait to implement all my new skills.”

Voicenet Solutions

1st Line Support Engineer