Time:
The exercise in this module can be completed in about 45 minutes. In total, allowing for discussion, we recommend allowing about 105 minutes for this module.

Aims:
• To help participants identify what is wrong with a real example of a ‘customer service’ email.
• To encourage participants to think about the key messages the company intended to deliver to its customers.
• To recognise the impact that poor grammar and punctuation has on a writer’s credibility.
• To rewrite the email, delivering the key messages in an appropriate, effective manner.

Group Size:
This module can be used with groups of up to 12 participants. It’s also suitable for 1-1 training.

Useful For:
Supervisors and above.

You'll Need:
• Nothing other than the materials provided.

Notes:
This is a long module for remote delivery, so we strongly recommend running it as two one-hour sessions with a break between, as described in the notes. This means running it either side of a decent (minimum 20 minute) break or over two days.

This module is based upon a genuine email, which was distributed to an internet hosting company’s customers. It contains important lessons about culture, customer service, and writing skills. It can also be used to prompt discussion about the damaging effects of poor communication.

For the purposes of this exercise we’ve shortened the original email by removing a few of the more technical paragraphs.

If using this module to train an individual, run the first exercise as a 1:1 discussion, but leave them to attempt the second activity alone, either in the session or as a work-based activity between coaching sessions.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Breakout Rooms (required).