Projects

TRAINING DYNAMICS PROJECT HIGHLIGHTS

TRAINING DYNAMICS PROJECT HIGHLIGHTS

Client: Major manufacturer of high-end automotive parts

Problem: Customer service and sales reps lacked skills in clear, direct written communication, leading to errors on orders, slow and confusing responses, and frustrated customers who complained that much of the correspondence was so poorly written it was difficult to understand.

Goal: Improve written communication skills so that all correspondence (internal and external) was clear, easily understood, error-free, and used proper tone and format.

Solution/Process: A 32-hour training program was developed that covered basic writing skills such as grammar, spelling, punctuation, tone, and format.

Forty-four participants completed the program, honing their writing skills by writing business letters, sales letters, and e-mails to customers and suppliers and co-workers. Each session involved hands-on activities and exercises, quizzes, and games designed to serve as a refresher on basic skills and an introduction to new writing rules.

Outcomes: Pre and post-tests were completed, and results showed an improvement in each individual’s ability to write various forms of business communication. Errors decreased, and the department supervisor noted an improvement in writing skills, and a lower number of customer complaints related to communication.


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