The learner will study an effective workplace email being written while a narrator explains the step-by-step process. The learner will distinguish the difference between poorly written and effectively written emails.
The learner reads about the kinds of questions that are most effective to use on student questionnaires evaluating instruction. Generic evaluations are less helpful than evaluations focused on the specific types of instruction and learning expected in a content area. Sample questions are provided.
Learners listen to effective techniques to successfully interact with customers via the telephone. They also submit their own suggested replies to customers in various scenarios. Topics include general telephone etiquette, dealing with angry callers, working with confused or unsure customers, and managing voicemail. A quiz completes this customer service activity.
Learners will write effective business messages that incorporate a second-person point of view and focus on the benefit to the reader. This approach is often used to create positive messages, neutral messages, and inquiry messages in business settings.