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Service Essentials™ For Email!

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PROGRAMS

· For Everyone
· For Managers
· For Telephone Service
· For Email Service

Everyone who uses email in your company has an impact upon your business. The challenge is that the senders and receivers of email cannot be seen or be heard. Therefore, the way we communicate via email requires a unique set of specific skills that are different from face-to-face or telephone skills.

Service Essentials for Email is a half-day program including the following topics::
Module 1

Crafting a professional email message tailored to your audience!

Seven Essential Practices for Email

  1. Using email with care - Maintaining the human touch when communicating major change, sensitive information, conflict, bad news, and performance issues. Avoiding the use of sarcasm and jokes, understanding that email is not private, you have little control, and you don't know the disposition of the receiver.
  2. Responding promptly - Understanding how to respond when you need more time than the requestor expects, determining an appropriate response time based on situation, using auto response when unavailable.
  3. Being aware of your audience - Modifying language, tone, and level of detail based on whether the receiver of the email is internal or external and how well you know them.
  4. Showing respect and being courteous - The importance of the greeting, kind words, use of the email receiver's name, and making them feel important.
  5. Formatting with brevity - Using short paragraphs, lines and bullets, keeping the message short and to the point, avoiding uncommon fonts and graphics.
  6. Communicating effectively through clarity - Using subject lines that are short, yet descriptive, quoting previous emails and using examples to enhance clarity.
  7. Proofreading for Professionalism - Spell checking, practicing excellent grammar and punctuations, and avoiding email when angry or tired.

 

Module 2

Managing email effectively and overcoming email overwhelm!

  • Strategies to effectively manage email - setting up folders, four levels of priority, establishing standards for responsiveness, and setting yourself up to send a well-received and professional response.
  • Uses for email - Identifying types of email communication that are welcomed, effective and fast.
  • Tips for sending and receiving email - strategies and techniques for managing email that will enhance image, effectiveness, and relationships.

Participant Materials:

Participant Manual: The participant's manual is a step-by-step guide for the learners. The manual includes exercises, reference material, self-tests, practice exercises, case studies, and action plans. Each participant of the training will need a participant's manual to experience the learning process.

Essential Practices Card: The Essential Practices Card is a pocket-sized tool designed to serve as a daily reminder of the email communication practices that reinforce the desired behaviors. Each participant's manual includes one card for the learner's reinforcement.

Training Format: Two modules of training may be delivered in one-half day or one full day. Training delivery may be divided up in a number of different formats. Contact Moran Consulting, Inc. and we will be happy to give you some suggestions to maximize the benefits for your organization.

This program can be trained by someone in your organization.

The Service Essentials™ Trainer’s Kit includes all tools and information to train the program in-house. Moran Consulting offers training services in the event that you do not have in-house resources to deliver the training.

Trainer’s Kit Includes:

Participant Manual: The participant's manual is a step-by-step guide for the learners. The manual includes exercises, reference material, self-tests, practice exercises, case studies, and action plans. Each participant of the training will need a participant's manual to experience the learning process.

Facilitator’s Script: A step-by-step script for the facilitator to deliver the training to the staff. The facilitator's guide is simple to follow and covers every detail for the novice trainer.

Facilitator’s Guide: A step-by-step guide for the facilitator to organize the logistics of the training. The guide includes a comprehensive training checklist, tips for facilitation, and the learning objectives for each module.

PowerPoint Masters: All modules are supported by visuals. The training kit includes masters on a CD Rom for the facilitator to show during the training. A soft copy of the presentation (Created in Microsoft® PowerPoint®) is included in the kit as well.

Pricing Information:

Please contact us for pricing information - service@moraninc.com. For groups larger than 100 participants, special volume discounts and licensing agreements are available.

To request a preview click on the button below.

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All programs available in train the trainer formats
Licensing agreements available for large volume
Training services available through Moran Consulting, Inc.

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