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DTSTART;TZID=Europe/Dublin:20260916T093000
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DTSTAMP:20260522T114256Z
CREATED:20230707T152845Z
LAST-MODIFIED:20260522T114256Z
UID:10000317-1789551000-1789574400@pai.ie
SUMMARY:Plain English for the Public Sector - One Day Online Workshop
DESCRIPTION:Overview\nThis highly practical one day workshop will give managers and staff the skills and confidence to write successfully in plain English. \nDuring the workshop\, participants apply the principles of plain English to a range of authentic materials to ensure they take away skills they can immediately put into practice. \nWe have delivered this workshop to managers and staff in many government departments and agencies –  focusing on web content\, letters\, emails\, guidelines\, leaflets and reports. \nLearning Objectives\nOn successful completion\, participants will understand how to: \n\nPlan well-structured\, accessible communications\nWrite in plain English for different audiences and types of communication\nUse clear\, concise English with a professional tone\nUpdate materials to ensure they comply with plain English guidelines\nEdit their own and colleagues’ writing to a plain English standard\n\nWorkshop Content\nPart 1 – Overview of Plain English  \n\nWhat is plain English? What are the benefits?\nHow to assess readability using the Flesch Reading Ease Scale\nIdentify plain English for different types of writing: forms\, leaflets\, websites\, letters etc.\nImportance of a suitable style and tone of voice for your target audiences\nBenefits of a plain English style guide\n\nPart 2 – Planning to achieve objectives \n\nPlanning for accessibility\nDefine your purpose and identify your target audiences\nCreate an effective objectives statement\nStep-by-step guide to creating a structured outline\nUse critical thinking to ensure you write the right document\n\nPart 3 – How to make your writing plain and professional \n\nUse everyday professional English – in an appropriate style for reports\, web content etc.\nBuild short\, clear\, strong sentences and paragraphs\nUse strong active verbs for clarity\nCut dead wood\, repetition\, padding and wordiness\nBe careful with jargon\, technical terms and buzzwords\nHow to use acronyms and abbreviations\nUse headings\, bullet lists and topic sentences for navigation\nUse frontloading\, signposts and linking words for flow and readability\nTake a punctuation refresher\nUse a plain English checklist\n\nPart 4 – Reviewing  \n\nStrategies to review your own work\nUse an editing checklist\nBecome aware of common errors (grammar\, punctuation\, use of English\, spelling)\nIdentify your own ‘problem areas’\nLayout – Make it reader-friendly\n\nFeedback\n \n\n\nTailored Training \nAll of our open programmes can also be run on an in-house basis. For more information\, see our page on In-House Training. \nMultiple Delegate Discount\nLimited Places Available – book early to avoid disappointment. \n\n3+ Delegates – 5% Discount\n5+ Delegates – 10% Discount\n10+ Delegates – 15% Discount\n\nTo avail of our multiple delegate discount for 3 or more delegates\, you must email registrations@pai.ie with the name and details of all those you wish to book. All those you wish to book on must be booked at the same time. \nFor 1 or 2 attendees\, manually enter in the number of tickets you wish to purchase below.
URL:https://pai.ie/events/plain-english-for-the-public-sector-one-day-online-workshop/
LOCATION:PAI Online Zoom
CATEGORIES:Professional Effectiveness
ATTACH;FMTTYPE=image/jpeg:https://pai.ie/wp-content/uploads/2023/07/Plain-English-for-the-Public-Sector-1.jpg
ORGANIZER;CN="PAI":MAILTO:info@pai.ie
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DTSTART;TZID=Europe/Dublin:20261119T100000
DTEND;TZID=Europe/Dublin:20261119T130000
DTSTAMP:20260819T131142Z
CREATED:20231212T104202Z
LAST-MODIFIED:20260819T131142Z
UID:10000313-1795082400-1795093200@pai.ie
SUMMARY:PAI's Confident Call Handling for Public Service
DESCRIPTION:Full Workshop Details\nDate: Thursday\, November 19th 2026\nTime: 10.00 am-3:00 pm\nMethod of Delivery: Online\nCPD: 5 CPD hours\nPrice: €495 \n\nWorkshop Overview\nBack in 2018\, we asked participants on one of our telephone communication programmes what they found most difficult when dealing with the public. Their answers were very direct: \n\nAngry callers\nPeople talking over them\nRudeness and bad language\nCallers demanding immediate action\nTrying to explain something to someone who would not listen\n\nWhen we asked what they most wanted to improve\, they did not mention telephone etiquette. They wanted to communicate more clearly\, feel more confident\, listen better\, remain calm under pressure and deal more effectively with difficult customers. \nA great deal has changed since then. Public services are now much more digital\, and someone may move between a website\, an online form\, email and telephone support while trying to resolve a single issue. But the human conversation is still just as important. \nIn many cases\, a person picks up the phone because their issue is complex\, sensitive or still unresolved. The person answering the call needs to be able to listen carefully\, explain things clearly\, calm a difficult situation\, set appropriate boundaries and help identify a practical next step\, often under considerable pressure. That is why we are returning to this important topic in 2026. \n2026 Feedback\nFeedback from our 2026 training programmes has been extremely positive\, with participants highlighting the practical exercises\, breakout-room activities\, real-world examples and the trainer’s knowledge and delivery as particularly valuable. \nAttendees also appreciated learning how to respond effectively to different workplace situations and consistently rated the programme highly for its relevance\, pace\, materials\, interactive elements and practical application. One participant\, commented: “Excellent training session\, would recommend to colleagues. Excellent and very personable trainer.” Overall\, participants strongly agreed that the training met their expectations\, provided a clear understanding of the subject matter and equipped them with useful knowledge and skills that can be applied in their professional roles. \nLearning Outcomes\nExercise: Identify your role in the Cycle of Service leading to an overview of telephone best practice. \nCommunication Skills: This segment will begin with a First Impressions exercise.  It will highlight the importance of effective listening and identify barriers to listening. \nTelephone Etiquette: Incoming calls\, Placing customers on hold\, Taking and relaying messages\, Using voicemail\, Ending a call\, The phase of a call. \nLanguage: A discussion focusing on current phrases used in telephone communications will inform the segment on the benefits of using positive language.  Key phrases for use in future communications and attendees will be encouraged to create a script for themselves to assist them when they feel challenged with customer behaviours. \nSelf-management for challenging calls: Attendees will be provided with the tools to manage themselves in challenging situations. \nIntended Audience \nThis workshop will be very suitable for those who work in a customer facing role\, taking and dealing with calls from the public via telephone and handling queries and complaints effectively and professionally. \nTailored Training \n\nAll of our open programmes can also be run on an in-house basis. For more information\, see our page on In-House Training. \nMultiple Delegate Discount\nLimited Places Available – book early to avoid disappointment. \n\n3+ Delegates – 5% Discount\n5+ Delegates – 10% Discount\n10+ Delegates – 15% Discount\n\nTo avail of our multiple delegate discount for 3 or more delegates\, you must email registrations@pai.ie with the name and details of all those you wish to book. All those you wish to book on must be booked at the same time. \nFor 1 or 2 attendees\, manually enter in the number of tickets you wish to purchase below. \n 
URL:https://pai.ie/events/pais-confident-call-handling-for-public-service/
LOCATION:PAI Online Zoom
CATEGORIES:Professional Effectiveness
ATTACH;FMTTYPE=image/jpeg:https://pai.ie/wp-content/uploads/2023/12/PAIs-Confident-Call-Handling-for-Public-Service.jpg
ORGANIZER;CN="PAI":MAILTO:info@pai.ie
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