The document summarizes a learning intervention provided to a German publishing company with operations in Chennai. The intervention aimed to improve employees' email communication skills. It involved a pre-assessment of employees' emails, a 15-hour classroom training program over 3 days using examples from participants' emails, email coaching with feedback, and a post-assessment to measure improvement. Results showed 89% course performance, 91% trainer performance, 91% increased knowledge and comfort with emails, and 94% interest in future programs, with an overall 92% satisfaction rate.

1. Case Study
A learning intervention for a German publishing company with
operations in Chennai

2. Team’s needs
Write to authors, editors, typesetters and others and interact with
them on email to get the manuscript to a hard bound copy.
Manage author’s expectations and build rapport with them while
communicating with them on email.
Write to editors and liaise with senior staff of a publishing house in UK.
Trouble shoot issues in production with internal and external teams.
“ ”

3. 0% defect
in emails
“ ”The problem statement
Incorrect grammar
Poor clarity
Unprofessional tone
Miscommunication

4. “ ”The solution
Email
Coaching
Classroom
TrainingPre
Assessment
Post
Assessment

5. approach
Pre
Assessment
Online pre assessment is designed after we
analyse the participants’ emails
The assessment is customised using scenarios
and examples from the participants’ emails
The results of the assessment is shared with
the stakeholders
Based on the assessment, the course is
designed and the content is developed

6. Classroom
Training
A 15 hours program spanning three days
The content is customised to make it relevant to
the participants’ work
Email scenarios are taken from the participants’
emails
The content covers grammartical elements in
writing, structuring emails and writing in a
professional tone

7. Email
Coaching
To ensure participants’ apply the skills learnt in
the training at work, an email coaching program
is conducted
Participants send two real-time emails written
by them to a coach who reviews the emails and
gives them feedback for improvement
The schedule and scores are tracked and
shared with the stakeholders

8. Post
Assessment
An online post assessment is conducted using
the same parameters of the pre assessment.
This helps in tracking the improvement in
learning.

9. Results
Course Performance – 89%1
Objectives of the program were clear
Course materials were clear
Method of presentation was engaging

10. Results
Trainer Performance – 91%2
Trainer contributed to the learning experience
Subject knowledge of the trainer
Trainer's approachable
Trainer's enthusiasm and interaction

11. Results
Interest knowledge & comfort level – 91%3
Consideration for another program – 94%4

12. Overall 92%