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This activity went down a treat in our recent Advanced Vulnerable Customer Training. The session was focused on understanding the bigger picture when on the phone and in particular where there might be an indicator that someone is vulnerable. This activity really highlights the importance of questioning in the right way, and the feedback was that this activity really got across the point of different questioning techniques get different results.
Gemma Duffy
rated this item with 5 stars.
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Great Exercise - creates lots of interaction and discussion without the need for management experience!
Vicky Poole
rated this item with 5 stars.
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We recently used the Diamond or Glass for our client centre employees. Having the difference experiences really engaged the team and it was very practical and well-structured. The conversation and learning they took from the session was invaluable. Overall, the course delivered useful tools, reinforced best practice skills, and left the team feeling more prepared and motivated to deliver excellent service.
Michelle Maidens
rated this item with 5 stars.
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I used “Idea Box” as part of a session with a small group of managers who have been tasked with merging two departments.
It was an incredibly effective exercise for taking them away from worrying about how to resolve the differences between the two departments and moving them to relishing the project as an opportunity to improve.
I used flipchart in place of the PowerPoint as I wanted a low-tech session. We worked through one real-life scenario. Overall, it took about 15 minutes.
It was like watching lightbulbs switching on! It removed the fear and dread of the challenges ahead of them by demonstrating a (fun) way to systematically tackle this project. Great response – everyone commented how helpful it was.
Linda Wallace
rated this item with 5 stars.
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I have experienced “Forced Connections” as a participant on a Discovery Day and found it really energising and fun! I used it in a slightly different way with a small group of managers who have been tasked with merging two departments and it was brilliant for moving people into a receptive and positive frame of mind.
I didn’t use the video as I wanted a low-tech session. We listed a few of the problems, or ‘challenges’ (we’d looked at the importance of language earlier in the session) the project would include. In itself, acknowledging the range of challenges was helpful. The group selected one challenge to focus on; then everyone chose an item. Items were very random! I grabbed a range of things from the L&D cupboard including books, a plastic goblet, play-doh, stationery, a pack of cards, a bow tie, a blind fold. Overall it took about 10 - 15 minutes.
Interestingly, all of the forced links participants made were positive ways of thinking about the challenge. It generated energy and really set everyone up for the planning stage.
Linda Wallace
rated this item with 5 stars.
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