4. âAs cafĂŠ staff, itâs compulsory that you maintain quality of produce and serve it as specified by the Quality Food Manual. By the end of this training you will understand how to serve every food type according to the standards.â
6. âOur specials today are cold baked beans, burnt toasties and delayed jacket potatoes. Oh, and we have no soup. (We forgot to put it on.) Anything take your fancy? Customers expect great hot food at our cafĂŠ - they know itâs made from our own high quality M&S produce. To be a hot food hero, you need to present it, cook it, and serve it perfectly.â
8. Our 5 rule framework Tone matters â no matter what the content. Weâve put together a 5 rule framework to help you write engaging, exciting and yawn proof content. This is the Kineo tone.
9. Our 5 rule framework Keep it light Give it spirit Have a conversation Call for action Be adult
10. 1. Keep it light Short, snappy, to the point And donât be afraid to have fun Less of⌠âThis e-learning module is designed to explain the principles and practical requirements of the 11 step process âŚâ More of⌠âNeed to get your head around our process? Youâre in the right place.â Or⌠âProcess â boring, right? Wrong. This one will help you, all 11 steps of it. See it to believe it.â
11. Any challenges that you can see with trying to keep it light in your organization?
12. 2. Give it spirit! Energetic, driven, engaging Less of⌠âNow that you have covered the basics of customer service, in the next section you will learn how to deal with customer issues.â More of⌠âYouâre one step away from maximising your skills, but thereâs a problem â a customer one in fact. Click next to put your service skills to the test.â
13. 3. Have a conversation Direct, clear, dialogue, questioning Less of⌠âNegotiating effectively is an important skill that we all use on a daily basisâ You talking to me? More of⌠âWhen was the last time you negotiated something? Maybe it was more recently than you thinkâŚ.â
14. 4. Call for action Give direction, focus on actions and tasks â itâs what happens next that counts Less of⌠âYouâve now completed this section on PBX sales. Go back to the menu to make another selection.â More of⌠âNow review your own client list. Who could benefit from the PBX product? Plan the time to call them now.â
15. 5. Be adult Learners are busy professionals â treat them that way. Adult to adult - donât patronise. Less of⌠âBy now you have learnedâŚâ âYou must doâŚâ âThis will take 90 minutesâ More of⌠âTake 5 minutes to find out how to run effective meetings.â
17. Light and spirited People expect to be bored by e-learning â letâs show them it doesnât have to be like that Just the right side of sassy We like Virgin Sort of like Innocent This is the kind of thing we do when itâs totally up to us:
18. Light touch â colloquial A little pun â links to later content
21. Call in the spirit doctors âIn keeping with the overall control environment and to ensure compliance with internal control guidelines issued by its regulators, JPMorgan has a Global Investment Bank Vacation Policy. In EMEA, the requirements of this policy (which are set out below) also apply to the Private Bank, JPMorgan Partners and the Chief Investment Office. TSS staff are required to comply with their own LOB policy. In summary, the policy requires certain employees in sensitive positions (âDesignated Employeesâ) to be out of the office for a specified period of time each calendar year.â
23. Getting to the point quickly Set up in 3 sentences. Professional, to the point, not a word wasted.
24. Having a conversation Can I ask you an interesting question? Can I tell you a story? Can I take you on a journey?* I donât know â can you? *metaphorically. Not in a weird way.
36. What else helps with tone? Use headings to layer information
37. Magazine style title as question â conversation with the learner Keeping the instruction simple and informal
38. Are there any exceptions where you couldnât put this into action?
39. Some of the barriers weâve run into... âThatâs not our style.â âItâs not professional enough.â âBut I want ALL of my content in there â whereâd it go?â âThis is going to senior members of staff...â âThis is serious learning!â
We can broadly categorizse learning into these content types:Application of policies, processes and procedures Application of technical skillsApplication of soft skills (e.g. leadership and communication skills)Application of systems skillsWe can also categorize learners into:Low or no proficiency / prior knowledge in the subject matterAlready some proficiency or prior knowledge
Letâs look at each in turnâŚ
Point about not being patronising
Letâs look at each in turnâŚ
Reading from computer screens is about 25% slower than reading from paperWrite 50% less text â and allow for images too Keep to short sentences, short paragraphs âIf Iâd had more time, I wouldâve written a shorter letter.â
Users tend not to read streams of text fully. They scan text and pick out headings, keywords, sentences, and paragraphs of interestWrite for scannability
So how do you push back on that â Advertising â we get this message out to our customers in a fun catchy way, why not sell the learning this way as well? It capture interestConversational tone engages more...Ask the learners what they prefer.