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Communication Skills Remote Delivery

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Everything you need to help participants improve their communication skills, covering things like effective questioning, active listening and effective use of skills such as summary and clarification.

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‘Why Do I Always Get Them?’ (Customer Service) (R)

Time:
In total we estimate this exercise will take 75 minutes.

Aims:
• To encourage participants to consider the difference between good and bad customer service.
• To encourage participants to consider the behaviours that those who deliver good customer service demonstrate.
• To consider strategies for avoiding or managing customer conflict.

About

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 encourage participants to consider the difference between good and bad customer service.
• To encourage participants to consider the behaviours that those who deliver good customer service demonstrate.
• To consider strategies for avoiding or managing customer conflict.

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

Useful For:
Anyone in a customer facing role.

You'll Need:
• A Full, Consultant or Pro Trainers’ Library membership to stream or download the video.

Notes:
This module is designed to accompany the Glasstap film, ‘Why Do I Always Get Them?’

This exercise involves a look at customer service, particularly in relation to face-to-face contact, managing difficult situations and conflict.

The second exercise can be run as a post-training activity to be completed individually, if you need to reduce the time required for this module.

If your level of membership doesn’t include the option to stream this video, you can purchase a digital copy.

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

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Film (Streaming)

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Trainer Notes (Word)

Counts as 1 download.

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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.

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Assertiveness - How Will You Handle It? (R)

Time:
In total we estimate this exercise will take 30 minutes.

Aims:
• To provide an opportunity to explore a variety of situations experienced during the working day and consider how best to handle each one assertively.

About

Time:
The exercise in this module can be completed in about 20 minutes. In total, allowing for discussion, we recommend allowing about 30 minutes for this module.

Aims:
• To provide an opportunity to explore a variety of situations experienced during the working day and consider how best to handle each one assertively.

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 up to managerial level.

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.

Downloads

+ more for Full
PowerPoint (with Images)

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

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Assumptions - The Witches of Glum (R)

Time:
In total we estimate this exercise will take 25 minutes.

Aims:
• To demonstrate the danger of making assumptions.
• To help participants understand how beliefs shape our beliefs and how these can lead to prejudice or false assumptions.

About

Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 25 minutes for this module.

Aims:
• To demonstrate the danger of making assumptions.
• To help participants understand how beliefs shape our beliefs and how these can lead to prejudice or false assumptions.

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 and managers at all levels.

You'll Need:
• To pre-prepare a poll/quiz based on the Trainer’s Handout.

Notes:
We suggest that you rehearse reading the story aloud a few times prior to delivery.

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:
• Polls/Quizzes (required).
• Breakout Rooms (see optional additional exercise).

Downloads


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Trainer Notes (Word)

Counts as 1 download.

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Difficult Conversations 1 - Why They Need Thinking About (R)

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

Aims:
• To identify the types of conversations that people find difficult.
• To explore the potential consequences of avoiding difficult conversations, managing them badly and of managing them effectively.
• To understand the importance of thinking about the purpose of a difficult conversation and preparing for it before it happens.

About

Time:
The exercise in this module can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.

Aims:
• To identify the types of conversations that people find difficult.
• To explore the potential consequences of avoiding difficult conversations, managing them badly and of managing them effectively.
• To understand the importance of thinking about the purpose of a difficult conversation and preparing for it before it happens.

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, but particularly managers.

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

Notes:
This exercise is designed for the start of an Employee Engagement workshop.

Before the delegates arrive – create a flip chart or charts with colourful cartoon faces on. Please have enough faces so that there is one for each participant. Have these on display at the start of the exercise.

There are two parts to this exercise. It is essential that both are completed to ensure that learning is maximised.

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).

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Difficult Conversations 2 - Planning and Preparation (R)

Time:
In total we estimate this exercise will take 45 minutes.

Aims:
• To help participants prepare for conversations they find difficult and approach them in a way that is more likely to achieve a positive outcome.

About

Time:
The exercise in this module can be completed in about 20 minutes. In total, allowing for discussion, we recommend allowing about 45 minutes for this module.

Aims:
• To help participants prepare for conversations they find difficult and approach them in a way that is more likely to achieve a positive outcome.

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 but particular managers.

You'll Need:
• To remind participants to bring the questions they produced in Difficult Conversations 1 – Why They Need Thinking About, if you used this session, or send them Handout 1 in advance of the training session if you haven’t.

Notes:
The exercise in this session involves splitting the group into small teams. However, if you have 5 or fewer participants, you can keep them together in one team, in which case a breakout room is not essential.

This module can also be used as the basis for a 1:1 coaching exercise/discussion.

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 - see Notes).

Downloads


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Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

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Difficult Conversations 3 - Using Constructive Language (R)

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

Aims:
• To help participants conduct difficult conversations using language that is more likely to achieve a positive outcome for all.

About

Time:
The exercise in this module can be completed in about 35 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.

Aims:
• To help participants conduct difficult conversations using language that is more likely to achieve a positive outcome for all.

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 and managers in particular.

You'll Need:
• Nothing other than the materials provided, though participants should be encouraged to bring the handouts from the earlier sessions on this topic if you’ve run them.

Notes:
This module is a natural follow on to Difficult Conversations 1 – Why They Need Thinking About and Difficult Conversations 2 – Planning and Preparation.

This module can be used as the basis for a 1:1 coaching exercise/discussion.

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

Difficult Conversations 4 - Practical Application (R)

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

Aims:
• To give participants the opportunity to practise planning and preparing for a difficult conversation.

About

Time:
The exercise in this module can be completed in about 40 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.

Aims:
• To give participants the opportunity to practise planning and preparing for a difficult conversation.

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 and managers in particular.

You'll Need:
• Nothing other than the materials provided, though participants should be encouraged to bring the handouts and work from earlier sessions.

Notes:
This module is a follow up to Difficult Conversations 1-3, and a natural conclusion to those. It reviews the previous work, introduces a structure for difficult conversations and provides a practical opportunity to plan for a real situation.

The activity can be run as a remote training session, with participants working in pairs.

However, if you prefer, you could brief participants by email and run this as a post training activity to be completed back in the workplace. If used in this way, we suggest you review each participant’s work in a follow up 1:1 coaching session.

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)


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Trainer Notes (Word)

Counts as 1 download.

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Facing up to Challenges - Assertiveness Role-Play (R)

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

Aims:
• To provide participants with an opportunity to practise responding assertively to a range of situations.

About

Time:
The exercise in this module can be completed in about 20 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.

Aims:
• To provide participants with an opportunity to practise responding assertively to a range of situations.

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 activity is designed to be used as a conclusion to training around assertive behaviour and is suitable for staff at all levels. It provides participants with an opportunity to practise responding assertively to a range of situations – whether with managing upwards, dealing with peers and colleagues or in personal situations.

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.

Downloads
Available to Basic
Trainer Notes
Handout
Handout (Word)


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Trainer Notes (Word)

Counts as 1 download.

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Label

Flenda’s Tale - Understanding Our Impact on the Behaviour of Others (R)

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

Aims:
• To help participants understand the impact of their behaviours on others and the part they can play in developing and improving difficult relationships at work.

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 help participants understand the impact of their behaviours on others and the part they can play in developing and improving difficult relationships at work.

Group Size:
This module can be used with individuals as well as groups of up to 12 participants.

Useful For:
Everyone who interacts with others at work.

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.

Downloads


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

How Assertive Are You? (R)

Time:
In total we estimate this exercise will take 30 minutes.

Aims:
• To help participants understand their current use of assertive behaviour and identify areas for improvement.

About

Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 30 minutes for this module.

Aims:
• To help participants understand their current use of assertive behaviour and identify areas for improvement.

Group Size:
This module can be used with individuals as well as groups of up to 12 participants.

Useful For:
Staff up to supervisor level.

You'll Need:
• To send participants a copy of the handout to complete in advance of the training session.

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.

Downloads
Available to Basic
Trainer Notes
Handout
Handout (Word)


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

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Introduction to Transactional Analysis (R)

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

Aims:
• To provide participants with a way of understanding behaviour and improving communication.
• To provide a very basic introduction to transactional analysis.

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 provide participants with a way of understanding behaviour and improving communication.
• To provide a very basic introduction to transactional analysis.

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 up to junior managers.

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

Notes:
This module is intended to provide a very simple introduction to transactional analysis, a theory developed by Eric Berne in the 1950s. If you are not familiar with transactional analysis you will need to read through all the notes carefully plus the additional material in the handout.

Go through the exercises on your own first so that you can see the rationale. If you have time, try to observe the different types “in play” in your own interactions with people.

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:
• Polls/Quizzes (essential).
• Breakout Rooms (recommended for larger groups).

Label

Making and Refusing Requests (R)

Time:
In total we estimate this exercise will take 30 minutes.

Aims:
• To draw up some guidelines for making and refusing requests.
• To describe and practise a number of assertiveness techniques.
• To test participants’ understanding of assertive behaviour.

About

Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 30 minutes for this module.

Aims:
• To draw up some guidelines for making and refusing requests.
• To describe and practise a number of assertiveness techniques.
• To test participants’ understanding of assertive behaviour.

Group Size:
This module can be used with groups of up to 12 participants. However, it is not suitable for 1-1 training.

Useful For:
Staff up to supervisor level.

You'll Need:
• To send half of your participants a copy of Handout 1 before the training session, and the other half Handout 2. Make a note of who has been sent which handout and ask them not to share the contents of their handout with others prior to the training session.

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 (essential).

Downloads


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Miss-Communication (R)

Time:
In total we estimate this exercise will take 45 minutes.

Aims:
• To show participants how we all interpret information differently.

About

Time:
The exercise in this module can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 45 minutes for this module.

Aims:
• To show participants how we all interpret information differently.

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

Useful For:
Staff at all levels.

You'll Need:
• Participants will need access to at least two sheets of plain A4 paper, a black marker pen or biro and, ideally, some coloured pens or pencils.

Notes:
This is a fun way to explore how we all see things differently. We recommend a minimum of 5 participants for this module to work well.

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.

Downloads
Available to Basic
Trainer Notes
PowerPoint


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

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Label

Powerful Communication - What Listeners Pay Attention To (R)

Time:
In total we estimate this exercise will take 45 minutes.

Aims:
• To help participants understand what listeners actually pay attention to when someone is speaking.
• To provide participants with a self-generated list of the essences of powerful communication.

About

Time:
The exercise in this module can be completed in about 20 minutes. In total, allowing for discussion, we recommend allowing about 45 minutes for this module.

Aims:
• To help participants understand what listeners actually pay attention to when someone is speaking.
• To provide participants with a self-generated list of the essences of powerful communication.

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.

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

Notes:
This exercise can be useful in any course on communication skills or presentation skills. It works best at the start of a course as the flipchart that the participants generate can be referred to throughout the rest of the course and added to as other essences of powerful communication appear.

If you have more than 6 participants, the exercise works best if you split the group into 2 teams, in which case you might want one team to run the activity without cameras, as explained in the notes. (If you do this, you will need one participant, or another trainer, to facilitate the process.)

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 if more than 6 participants).

Downloads

+ more for Full
PowerPoint (with Images)

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Remote Teams - Engaging with Technology (R)

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

Aims:
• To encourage participants to think about the technology that will help remote teams to be effective and how to use it appropriately.

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 encourage participants to think about the technology that will help remote teams to be effective and how to use it appropriately.

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

Useful For:
This module is best run with a complete team of remote workers and their manager.

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

Notes:
The Glasstap team have been working successfully as a remote team from at least 6 different locations, for more than 10 years. Collectively, we have more than 55 years’ experience of remote team working. In this series of modules, we’ve used that experience to help you help other teams and their managers make the transition to remote working, or build on the foundations already in place.

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.

Downloads
Available to Basic
Trainer Notes
Handout
Handout (Word)


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Trainer Notes (Word)

Counts as 1 download.

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Label

Responding to Written Complaints (R)

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

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

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

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 and in particular, supervisors, team leaders or those responding to customer complaints.

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:
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:
• Polls/Quizzes.
• Breakout Rooms.

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.

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Label

The Change Journey - What to Do When Change Really Hurts (R)

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

Aims:
• To describe the change curve.
• To consider strategies for working through the change curve journey.

About

Time:
The exercise in this module can be completed in about 40 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.

Aims:
• To describe the change curve.
• To consider strategies for working through the change curve journey.

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

Useful For:
All staff, including managers.

You'll Need:
• Article - When Change Really Hurts, available in the Articles section of Trainers’ Library.

Notes:
This can be a challenging session to run so it’s important that you feel confident in your knowledge and have lots of information to add if the group clams up. Apart from the article that you need for the session, you may also find it useful to read those by Damian Hughes and Martin Haworth, also available in the Articles section of Trainers’ Library.

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.

Downloads
Available to Basic
Trainer Notes
PowerPoint


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

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Label

The Hotel Booking - A Customer Service Experience (R)

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

Aims:
• To show the importance of empathy when dealing with angry customers.
• To demonstrate that it is not just the solution, but the way the solution is delivered that affects the customer's view of the service they received.
• To provide participants with an opportunity to consider a real customer experience and to identify areas for improvement in the way it was handled.

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 show the importance of empathy when dealing with angry customers.
• To demonstrate that it is not just the solution, but the way the solution is delivered that affects the customer's view of the service they received.
• To provide participants with an opportunity to consider a real customer experience and to identify areas for improvement in the way it was handled.

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:
We would like to thank Jo Downes for her help in writing this module.

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.

Downloads


+ 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).

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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)


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Trainer Notes (Word)

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