The Problem:

Managers at MUFG were over-relying on email as their primary communication tool, leading to miscommunication, missed tone, and ineffective team interactions. Leaders needed a practical reference to help them match the right communication tool to the right situation.

My Role:

I designed and developed this performance support tool as part of a broader leadership communication series at MUFG, handling content structure, visual layout, and instructional design from start to finish.

My Thinking:

A simple reference sheet wouldn't be enough to change behavior. I designed the tool around application, not just information. I structured it as a best practices guide with a comparison table covering pros and cons for each communication channel, followed by ten realistic workplace scenarios where managers could practice choosing the right tool before applying it on the job. Including an answer sheet made it self-directed and immediately usable without a facilitator.

The Outcome:

The tool gave MUFG managers a practical, reusable reference for navigating communication decisions in real time. By pairing content with scenario-based practice, it reinforced the underlying principles and improved the likelihood that managers would apply what they learned beyond the training itself.