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Attention to Detail Remote Delivery

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A wide reaching subject, our attention to detail modules look at listening skills, grammar, making assumptions, risk assessment and more.

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Apostrophes (R)

Time:
In total we estimate this exercise will take 40 minutes.

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.

About

Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 40 minutes for 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 can be used with groups of up to 12 participants. It’s also suitable for 1-1 training.

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:
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).

Downloads


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Summary and Clarification (R)

Time:
In total we estimate this exercise will take 20 minutes.

Aims:
• To demonstrate the importance of summary and clarification in effective communication.

About

Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 20 minutes for this module.

Aims:
• To demonstrate the importance of summary and clarification in effective communication.

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

Useful For:
Staff at all levels.

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

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 (optional for larger groups).

Downloads
Available to Basic
Trainer Notes


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Wrong Message, Poorly Written (R)

Time:
In total we estimate this exercise will take 105 minutes.

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.

About

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).

Downloads

+ more for Full
PowerPoint (with Images)

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Wrong Standard - Examination of a Real 'Standard Letter' (R)

Time:
In total we estimate this exercise will take 60 minutes.

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 customer.
• To recognise how one badly constructed letter can lose a customer.

About

Time:
The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for 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 customer.
• To recognise how one badly constructed letter can lose a customer.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

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:
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).

Downloads
Available to Basic
Trainer Notes
Handout
Handout (Word)


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

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