A useful starting point is a situation in which participants need to act. “Understand communication” is broad; “ask a question that clarifies an incomplete request” describes something people can practise and observe.
1. Describe the people and context
What do participants already know? In which situations will they use what they learn? The answers guide explanations and activities.
2. Choose an observable action
Describe what participants need to do, then a task that can check it. Pages viewed do not by themselves show that someone can act.
3. Try before producing the rest
Let representative participants try an initial activity. Observe their reasoning, where they struggle and whether they can use the principle in a different situation.
Fictional example to adapt
An initial completed worksheet.
- Audience
- A team that responds to customer enquiries.
- Situation
- Incomplete enquiries lead to repeated exchanges and unclear responses.
- Goal
- Identify missing information and ask a useful question before responding.
- Activity
- Examine two fictional enquiries, choose a question and explain the choice.
- Criteria
- The question clarifies the audience, need or desired outcome. The choice is explained.
- Resources and constraints
- Permitted examples, reading on phones and participant availability to clarify.
Your turn: prepare your worksheet.
A few sentences are enough. You can leave a point to clarify in the initial discussion. Do not enter confidential information.
Your text stays on this page and is not saved. Copy your worksheet or save it as a PDF before leaving.
Your next step.
To see what an activity can look like, try our lesson across two situations.
Plan my learning project