Business Writing Remote Delivery - Course Modules

Time:
The exercise in this module will take about 25 minutes to complete (but can be shortened if necessary). In total, allowing for discussion, we recommend allowing 50 minutes to complete this module.

Aims:
• To encourage participants to think about how and what they communicate to customers, using a slightly unusual perspective.
• To encourage participants to think about the language they use when communicating with customers.
• To show that all communication tells the customer something about the organisation, and that sometimes that’s not the intended message.
• To demonstrate how brand is affected by every piece of communication leaving the organisation.

Group Size:
This module is suitable for use with groups of almost any size (working in small teams of ideally fewer than 6 people).

Useful For:
Staff at all levels.

You'll Need:
• A set of ‘Sign of the Times’ cards with enough for at least two cards for each team. (If you’re working with a very large group you may need more than one set.)You might like to add your own signs to the exercise, perhaps including some from the organisation itself.
• Plenty of sheets of flipchart paper.
• Coloured marker pens.
• Blu-tak.

Notes:
This is a powerful exercise that really gets participants to think about the way organisations communicate. It is a useful addition to any customer service training but it is of particular use with groups that are responsible for brand and the way the organisation portrays itself to the outside world. This could be managers within the marketing department, branch managers, recruitment managers etc.

It is suitable for all types of organisation, including public and charitable bodies.

Please Note:
The Sign of the Times Cards are a particularly large file (10mb) and may take a few minutes to download.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Time:
The exercise in this module will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 40 minutes to complete this module.

Aims:
• To build an understanding of where apostrophes are required and where they are not.
• To build an understanding of where to place the apostrophe when the possessive noun is a plural.

Group Size:
This module is suitable for use with groups of up to 25 participants.

Useful For:
Staff at all levels.

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

Notes:
This module is suitable for staff at all levels. Misuse of apostrophes is one of the most common errors in business writing. This module makes apostrophe use clear and simple to understand.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Time:
This exercise will take about 45 minutes to complete. In total, allowing for discussion, we recommend allowing 75 minutes to complete this module.

Aims:
• To explore business planning as a process.
• To identify the typical structure and contents of a business plan.
• To identify the potential readership of a business plan.
• To reflect on the contents of a business plan from a reader's perspective.

Group Size:
This module is suitable for use with groups of up to 25 participants.

Useful For:
Staff involved in business planning for the first time.

You'll Need:
Copies of recent business plans.

Notes:
This module is designed for staff coming to business planning with little prior knowledge, and employed within an established organisation. It will need tailoring for participants who wish to undertake business planning for a completely new venture.

Finance issues are briefly covered but are covered in more detail in a separate module.

Before running this module you will need to obtain copies of recent business plans. If you are an internal facilitator, you could use copies of your own organisation's business plans.

Alternatively, you could search the internet for business plans of real organisations. Many organisations are happy for their plans to be used in training activities, but we do recommend that you obtain their permission first.

Time:
The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 45 minutes for this module.

Aims:
• To assist job applicants in understanding what the employer is looking for when advertising a job.

Group Size:
This module can be used with groups of up to 15 participants.

Useful For:
Staff at all levels especially those returning to work after a career break or job seekers. This module may also be used as a framework for 1:1 coaching sessions.

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

Notes:
This is the second module in the Job Application series of short workshops taking participants through the whole job application process – from selecting the most appropriate jobs to preparing for interview. Alternatively it can be run as a stand-alone exercise.

Time:
The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 50 minutes for this module.

Aims:
• To provide good practice advice in completing applications for employment.

Group Size:
This module can be used with groups of up to 25 participants.

Useful For:
Staff at all levels especially those returning to work after a career break or job seekers. This module may also be used as a framework for 1:1 coaching sessions.

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

Notes:
This is the third module in the Job Application series of short workshops taking participants through the whole job application process – from selecting the most appropriate jobs to preparing for interview. We recommend at least running the second module of this series (Job Application 2 – Understanding Job Adverts) prior to this one.

Time:
The exercise in this module can be completed in about 40 minutes. In total, allowing for discussion, we recommend allowing about 70 minutes for this module.

Aims:
• To help job applicants write a compelling CV.

Group Size:
This module can be used with groups of up to 25 participants

Useful For:
Staff at all levels especially those returning to work after a career break or job seekers. This module may also be used as a framework for 1:1 coaching sessions.

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

Notes:
This is the fourth module in the Job Application series of short workshops taking participants through the whole job application process – from selecting the most appropriate jobs to preparing for interview. It may also be used as a short, stand-alone session.

We’ve provided two alternative briefs for Exercise 1, one for more senior, experienced groups and one for less experienced candidates.

Time:
This exercise will take about 50 minutes to complete. In total, allowing for discussion, we recommend allowing 70 minutes to complete this module.

Aims:
• To explain the different types of reports and to ensure that a sensible report writing strategy is understood and used.

Group Size:
This module is suitable for use with groups of up to about 25 participants.

Useful For:
Anyone who currently prepares and writes reports and first time report writers.

You'll Need:
• Post-it notes – enough for half a packet per team of 3–5 participants.
• Sticky tack or masking tape for putting flipcharts on the walls.
• Marker pens.
• Flipchart paper.

Notes:
This is the first in a series of modules that will explain how to prepare for, structure and write reports. 

Set up the room with a circle of chairs for the whole group and enough separate tables at the back and sides of the rooms for the team exercises. Put marker pens, masking tape, flipchart paper, post-it notes etc. on the tables.

You will need enough wall space to display flipcharts and enough room for the group to walk round to see these.

Time:
This exercise will take about 30 minutes to complete. In total, allowing for discussion, we recommend allowing 60 minutes to complete this module.

Aims:
• To consider the ways in which data can be obtained for a report-research skill - and to use a method for organising the data obtained.

Group Size:
This module is suitable for use with groups of up to about 25 participants.

Useful For:
Those who write reports already, or may have to in the future as well as those who are already experienced at report writing.

You'll Need:
• Post-it notes and scissors.

Notes:
This module is much easier to manage if you organise the room so that participants sit in teams of 4/5 to a table. Put marker pens, masking tape, flipchart paper, post-it notes etc. on the tables.

You will need enough wall space to display flipcharts and enough room for the participants to walk round to see these.

Time:
The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 75 minutes for this module.

Aims:
• To consider how to structure a report using the Five I’s.

Group Size:
This module is suitable for use with groups of up to about 25 participants.

Useful For:
Those who write reports already, or may have to in the future as well as those who are already experienced at report writing.

You'll Need:
• Post-it notes, flipchart paper and marker pens.

Notes:
This module is much easier to manage if you organise the room so that participants sit in teams of 4/5 to a table. Put post-it notes and marker pens on the tables.

Time:
The exercise in this module can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 90 minutes for this module.

Aims:
• To enable participants to spot and avoid common errors in English and in report writing.

Group Size:
This module is suitable for use with groups of up to about 25 participants.

Useful For:
Those who are already experienced at report writing will learn how to make their reports read in a business-like and professional way. Those who have never written a report, or are less than confident in grammar and spelling, will learn how to avoid many common mistakes.

You'll Need:
• Scribble paper and pens. A red pen will be required for each team/table.

Notes:
This module is much easier to manage if you organise the room so that participants sit in teams of 4 or 5 to a table. Put scribble paper and pens on each table in advance.

Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 45 minutes for this module.

Aims:
• To introduce participants to basic document design principles so that they can produce a clear and readable document.

Group Size:
This module is suitable for use with groups of up to about 25 participants.

Useful For:
Those who write reports already, or may have to in the future as well as those who are already experienced at report writing. Those who are already experienced at report writing will learn how to ensure their reports look business-like and professional.

You'll Need:
• At least one copy of each example of the report for each team of 4-5 participants (we suggest one copy between two participants would be the best ratio).
• Copies of the trainer’s examples printed and to hand for you.
• Scribble paper and pens.

Notes:
This module is much easier to manage if you organise the room so that participants sit in teams of 4/5 to a table. Put scribble paper and pens on each table.

Time:
The exercise in this module can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 50 minutes for this module.

Aims:
• To test participant’s attention to detail and accuracy skills.
• To identify the kinds of mistakes that are commonly made when writing or checking documents, and how to avoid them.

Group Size:
This module can be used with groups of up to 25 participants.

Useful For:
Staff at all levels.

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

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Time:
The exercises in this module will take about 30 minutes to complete. In total, allowing for discussion, we recommend allowing 60 minutes to complete this module.

Aims:
• To encourage participants to think about the importance of written complaints.
• To provide a simple model for drafting an appropriate response to a complaint.
• To provide an opportunity for participants to practise writing responses to customer complaints.

Group Size:
This module is suitable for use with groups of up to 25 participants.

Useful For:
Staff up to supervisor level.

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

Notes:
We have provided 4 fictional written complaints, which can be used if real examples can't be made available, (together with a suggested response for each) but the exercise will probably be of more benefit if participants can draft responses to complaints that are relevant to their team/department/organisation.

We recommend therefore that for the practical element of this module, you gather some examples of written complaints received by your organisation (try to have a mix of letters, emails or social media postings). You should pre-prepare these by removing any information that identifies the customer and/or a particular member of staff.

Before running this module, please familiarise yourself with the handout and make sure you understand the structure used. The suggested responses to our fictional written complaints will help in your preparation.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Time:
The exercises in this module will take about 60 minutes to complete. In total, allowing for discussion, we recommend allowing 105 minutes to complete 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 is suitable for use with groups of up to 25 participants.

Useful For:
Supervisors and above.

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

Notes:
This module is particularly valuable because it 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.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Time:
The exercise in this module will take about 30 minutes to complete. In total, allowing for discussion, we recommend allowing 60 minutes to complete this module.

Aims:
• To help participants identify what is wrong with a (real example) of a 'customer service' letter.
• To encourage participants to think about the key messages the company intended to deliver to its customers.
• To recognise how one badly constructed letter can lose a customer.

Group Size:
This module is suitable for use with groups of up to 25 participants.

Useful For:
Staff at all levels, and especially people working in finance and/or customer services.

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

Notes:
This module is suitable for staff at all levels; especially those involved in financial and/or customer services. The example shows a letter that is confusing and pretentious, both in its layout and in its content. The writer of this letter should be aiming to regain – even increase – business from this customer. In the letter's current format it is highly unlikely that this will be achieved.

This exercise would also be useful to develop a conversation in an organisation about its standard letters, which are often carelessly written and should be regularly examined and revised.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.