Member Since: 14th Aug 2007
Training Associate Teleperformance
My discussion replies
15th Aug 2007
It depends on the issues with the email etiquette. If its poor punctuation or capitalisation, then one option is to provide an excerpt of several paragraphs from a novel or book where all the capitalisation and punctuation has been removed so there is just one giant block of words, and challenge the group to replace them. Helps to point out how important they are when you are reading something not written by yourself.
14th Aug 2007
Following is an exercise I use with staff:
Delegates are given a topic to discuss. At various points the trainer says stop, at which point the next delegate in line must continue the last delegates sentence starting with their last few words. Once the group gets the hang of this, instead of following the same pattern (1 to 2 to 3 to 4 to 1 etc) the trainer names who has to continue next part of the statement, forcing all delegates to listen closely to what everyone is saying instead of just the person before them.
Though some of the delegates may not like this exercise, I feel that its a good one, as it tests product knowledge while also promoting active listening. Initially all groups started somewhat shakily, but with the exception of one person everyone picked up the idea quickly and were able to do the task, and a marked improvement in responses and flow was seen as the exercise went on. As a group exercise it can be fun, and even competitive, and after a good smoothly completed topic there was an obvious sense of achievement and satisfaction.