Communication Skills Remote Delivery - Icebreakers

Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 30 minutes for this module.

Aims:
• To demonstrate that our perspective on a situation might be very different to someone else’s and that this does not necessarily mean one party is ‘right’ and one is ‘wrong’.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Anyone.

You'll Need:
• To pre-prepare a poll/quiz based on the Trainer’s Handout.
• The Activity Links provided and your unique PIN (found in My Account).

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (required).
• Breakout Rooms (required).

Time:
The exercise will take about 20 minutes to complete. In total, allowing for discussion, we recommend allowing about 30 minutes for completion.

Aims:
• To explore the importance of trust and how easily it is lost.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Staff at all levels.

You'll Need:
• Nothing other than the materials provided, though you might like to send small prizes to participants in the ‘winning’ team.

Notes:
This provides an interesting insight into how tribalism, based on fear, is created and the implications of that. This activity works best with groups of up to about 8 participants. If you have a large group of 10 or more, we recommend splitting them into 2 smaller groups for the activity.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Breakout Rooms (required).

Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 25 minutes for this module.

Aims:
• To give participants an opportunity to practise new sales approaches.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Anyone involved in sales.

You'll Need:
• The handouts provided.

Notes:
This exercise can be run at intervals in a sales course. It provides a simple opportunity for participants to practice what they’ve learnt.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (not required).
• Breakout Rooms (required).

Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 25 minutes for this module.

Aims:
• To demonstrate the danger of making assumptions.
• To help participants understand how beliefs shape our beliefs and how these can lead to prejudice or false assumptions.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Staff and managers at all levels.

You'll Need:
• To pre-prepare a poll/quiz based on the Trainer’s Handout.
• The Activity Link in Trainers’ Library.
• Your Activity Link PIN from the My Account section of the member homepage.

Notes:
If you’d prefer to read the story to participants, we suggest that you rehearse reading it aloud a few times prior to delivery.

This module has been endorsed by Show Racism the Red Card.

"Having used the Witches of Glum activity for many years as part of our anti-racism training, we are yet to find an activity that so clearly and successfully demonstrates the power of external influence and unconscious bias on every single one of us. Not only is it suitable to use as a fun introduction to a very challenging topic such as racism, it is also extremely versatile and accessible to a wide range of ages. We will continue using Witches of Glum to challenge stereotypes and assumptions and would recommend it to anyone who wants to deliver a fun and engaging, but meaningful activity. This is a brilliant exercise and a fundamental part of our training!"
Show Racism The Red Card

For more information about the great work this charity is doing to educate against racism, visit www.theredcard.org.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (required).
• Breakout Rooms (see optional additional exercise).

Time:
The exercise in this module can be completed in about 22 minutes. In total, allowing for discussion, we recommend allowing about 40 minutes for this module.

Aims:
• To explore the kind of behaviours that are needed to be an effective contributor to online meetings or conference calls.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Anyone.

You'll Need:
• Nothing other than the materials provided.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (not required).
• Breakout Rooms (required).

Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 25 minutes for this module.

Aims:
• To explore why difficult conversations can be necessary and form part of healthy working relationships.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Anyone.

You'll Need:
• The Activity Link provided and your unique Pin, which you’ll find in ‘My Account’ section of the member homepage.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (not required).
• Breakout Rooms (required).

Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 15 minutes for this module.

Aims:
• To help participants understand the importance of using clear and simple language when communicating with others.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Staff at all levels.

You'll Need:
• The PowerPoint and Handout ready to share with participants.
• A stopwatch or timer.

Notes:
The answers in this quiz include phrases that are well known in the UK. Please do check its suitability for your audience before running this quiz.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (not required).
• Breakout Rooms (required).

Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 15 minutes for this module.

Aims:
• To reflect on how well participants work together in a competitive situation.
• To re-energise a group.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Anyone.

You'll Need:
• The Activity Link and PIN.
• The PowerPoint example slide.

Notes:
This game is best played in teams with between 3 and 5 participants in each.

Please note, this exercise may not be suitable if you have participants who suffer from colour-blindness, or who are visually impaired.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (not required).
• Breakout Rooms (required).

Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 20 minutes for this module.

Aims:
• To test participants accuracy under pressure when working in teams.
• To reflect on how they could have improved their performance.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Anyone.

You'll Need:
• The Activity Link and PIN.
• The PowerPoint slides of examples.

Notes:
This game is best played in teams with 3-5 participants in each.

Please note, this exercise may not be suitable if you have participants who suffer from colour-blindness, or who are visually impaired.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (not required).
• Breakout Rooms (required).

Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 25 minutes for this module.

Aims:
• To demonstrate the importance of asking the right questions when trying to understand another’s perspective.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Anyone.

You'll Need:
• To ensure participants have access to drawing equipment.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (not required).
• Breakout Rooms (not required).

Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 20 minutes for this module.

Aims:
• To help participants understand the impact of their behaviours on others and the part they can play in developing and improving difficult relationships at work.

Group Size:
This module can be used with individuals as well as groups of up to 12 participants.

Useful For:
Everyone who interacts with others at work.

You'll Need:
• Nothing other than the materials provided.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 25 minutes for this module.

Aims:
• To demonstrate how easy it is for communication to break down and misunderstandings to occur.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Anyone.

You'll Need:
• The Handout open and ready to share with your participants.
• A breakout room for participants to wait in until they are asked to rejoin the main room one-by-one.

Notes:
The time it takes to run the exercise will depend on the number of participants you have in your group. If you have a larger group, you will need to allow more time to run the activity.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (not required).
• Breakout Rooms (required).

Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 25 minutes for this module.

Aims:
• To test listening skills.
• To illustrate the dangers of making assumptions.
• To encourage participants to think about how they can check their understanding of information they receive.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Staff at all levels.

You'll Need:
• To pre-prepare a poll/quiz based on the Trainer’s Handout.
• The Activity Link of the audio recording of the story and your PIN from the My Account section of the member homepage.

Notes:
If you’d prefer to read the story to participants, we suggest that you rehearse reading it aloud a few times prior to delivery.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (required).
• Breakout Rooms (not required).

Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 20 minutes for this module.

Aims:
• To energise a group.
• To test remote participants’ abilities to work together quickly to solve a simple problem.
• To introduce the concept of continuous improvement.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
All participants.

You'll Need:
• Nothing other than the materials provided.

Notes:
This simple activity is one you can return to several times in your training to demonstrate the principles of continuous improvement. For smaller groups, we recommend using the anagram approach; for larger groups, you can use the alternative approach where you simply allocate each participant a number.

This activity uses functionality in Zoom. If using other tools, you may need to check the hands up functionality and the impact it has on how participants appear on screen.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (not required).
• Breakout Rooms (required).

Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 20 minutes for this module.

Aims:
• To get participants talking and using some of the fundamental skills of information gathering, including effective questioning and active listening.
• To identify the importance of understanding not just actions, but the motivation for actions.
• To begin to identify some key skills anyone looking to build rapport and influence needs.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Anyone.

Notes:
This icebreaker is useful in any situation where you want to encourage meaningful conversations.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (not required).
• Breakout Rooms (required).

Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 35 minutes for this module.

Aims:
• To test team’s abilities to think laterally and work together to solve a problem.
• To test teamwork and communication.
• To illustrate the benefits of looking for long-term solutions rather than short-term fixes.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Staff at all levels.

You'll Need:
• A stopwatch or timer to regulate the team discussions.
• The Activity Links and your PIN.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (not required).
• Breakout Rooms (required).
• Collaborative Whiteboard (not required).

Time:
The exercise in this module can be completed in about 20 minutes. In total, allowing for discussion, we recommend allowing about 40 minutes for this module.

Aims:
• To demonstrate how easily misunderstandings can occur even when we think our communication is clear.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Staff at all levels.

You'll Need:
• Nothing other than the materials provided.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (not required).
• Breakout Rooms (not required).

Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 25 minutes for this module.

Aims:
• To encourage participants to consider how to gather information effectively and accurately, through effective questioning.
• To explore the importance of choosing questions that provide an opportunity to build on existing knowledge.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Staff at all levels.

You'll Need:
• Nothing other than the materials provided.

Notes:
We don’t recommend using this activity in groups of more than 12 participants.

This activity has been tested using Zoom and, as it requires use of the annotation tools, it’s recommended that you use that platform to run it. (At the time of writing, it is not compatible with Teams.)

There is a handout that explains how to use the annotation tools in Zoom, if required.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Breakout Rooms (required).

Time:
The exercise in this module can be completed in about 20 minutes. In total, allowing for discussion, we recommend allowing about 30 minutes for this module.

Aims:
• To encourage participants to share information about themselves.
• To test participant's knowledge of each other.
• To encourage participants to see beyond their existing perceptions of others.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Staff at all levels.

You'll Need:
• Nothing other than the materials provided.

Notes:
For a similar activity, with a different approach, you might like to look at True Lies.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (not required).
• Breakout Rooms (not required).

Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 25 minutes for this module.

Aims:
• To test participants’ communication in a fun way and identify areas for improvement.
• To consider the impact poor communication can have on performance levels.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Staff at all levels.

You'll Need:
• A timer/stopwatch.
• An online whiteboard or similar to record the scores.
• The ability to share the Pie PowerPoint slide/image on screen for participants to add their fruit (stamps) to.

And for each pair of participants:
• The Pie Map Handouts.
• The ability to annotate a file shared on screen with a ‘Stamp’, similar to that provided in Zoom.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (not required).
• Breakout Rooms (not required).
• Collaborative Whiteboard (not required).

Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 30 minutes for this module.

Aims:
• To demonstrate the importance of body language in communication.
• To identify the positive and negative signals we give off in conversation.

Group Size:
This module can be used with groups of up to 12 participants. It’s also suitable for 1-1 training.

Useful For:
Staff at all levels.

You'll Need:
• A delivery method that allows participants to give non-verbal reactions, as in Zoom. Your participants will need to understand how to do this. (Although we do provide a work around if this isn’t possible.)

Notes:
This module has been written from a UK perspective. Body language can be interpreted very differently in different regions of the world.

There are two ways to run this activity. The first is a lively and engaging competition, with lots of noise that might not be appropriate for all groups. This requires access to our videos and is best for customers whose membership allows them to pre-download the video, rather than stream it. The other is a discussion-based activity, which utilises breakout rooms. Choose the one that is best suited to your group.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Breakout Rooms (required).

Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 35 minutes for completion.

Aims:
• To test participants ability to work together to solve a communication challenge.
• To encourage participants to think about communication and the importance of being able to communicate with others.
• To consider the importance of checking understanding and taking your whole team with you when change occurs.

Group Size:
Suitable for use with groups of up to 12 participants.

Useful For:
Staff of all levels.

You'll Need:
Nothing other than the materials provided.

Notes:
This icebreaker is a useful introduction to any training around teamwork, communication, change, resilience or problem solving.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (optional).
• Breakout Rooms (essential).

Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 30 minutes for this module.

Aims:
• To encourage participants to identify common experiences and shared values.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Staff at all levels.

You'll Need:
• Nothing other than the materials provided.

Notes:
This is a great ‘universal’ icebreaker but perhaps particularly relevant as an introduction to training linked to negotiation and sales, influence, equal opportunities and diversity and, perhaps surprisingly, creativity and innovation.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Breakout Rooms (required).

Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 30 minutes for this module.

Aims:
• To demonstrate the importance of paying attention to detail.
• To demonstrate the value of summary and clarification.

Group Size:
This module can be used with groups of up to 12 participants. It can also be adapted for 1-1 training.

Useful For:
Staff up to supervisory level.

You'll Need:
• Nothing other than the materials provided.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (required).
• Breakout Rooms (required).

Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 30 minutes for this module.

Aims:
• To explore why selling is different to ‘telling’.
• To begin to identify some key skills salespeople need and areas for personal development.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Anyone involved in sales, or who soon will be.

You'll Need:
• Nothing other than the materials provided.

Notes:
This icebreaker is a useful introduction to sales skills training and can help identify weaknesses in existing sales teams as well as those new to the role.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Breakout Rooms (required).

Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 20 minutes for this module.

Aims:
• To identify the things that we have in common with the rest of the group.
• Explain how finding connections can help to break down barriers and build relationships more quickly.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Staff at all levels.

Notes:
This is a great exercise to get people talking and identify how we can all connect quickly and easily.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (not required).
• Breakout Rooms (not required).
• Collaborative Whiteboard (required depending on your delivery method).

Time:
The exercise in this module can be completed in about 20 minutes. In total, allowing for discussion, we recommend allowing about 30 minutes for this module.

Aims:
• To explore the important role summary and clarification play in ensuring information is received and recorded accurately.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Anyone.

You'll Need:
• The Activity Links provided and your unique Pin, which you’ll find in ‘My Account’ section of the member homepage.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (not required).
• Breakout Rooms (required).

Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 25 minutes for this module.

Aims:
• To test participant’s problem-solving skills.
• To explore the different behaviours employed when solving problems.
• To identify how these behaviours can impact team performance.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Anyone.

You'll Need:
• The PowerPoint slides (Handouts and Solution) ready to send to, or share with, participants.

Notes:
This icebreaker works best when participants are split into teams of 2 or 3. It is fine for different teams to have the same puzzle.

There is another module which uses the same activity as this but in a different way. This icebreaker focuses on Problem Solving skills, whereas the other is a course module, ‘Letters Get Better’, which focuses on Continuous Improvement.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (not required).
• Breakout Rooms (required).

Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 25 minutes for this module.

Aims:
• To encourage participants to consider the difference between good and bad customer service.
• To reflect on the impact good and bad customer service has on other customers.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Staff at all levels, especially those in a customer-facing role.

You'll Need:
• To prepare the poll in advance of the training session (optional).

Notes:
This exercise can be run as a stand-alone session or you can follow it up with LACE – Handling Unhappy Customers.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (optional).
• Breakout Rooms (required).

Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 20 minutes for this module.

Aims:
• To introduce participants in a fun way.
• To encourage people to think about how we communicate nonverbally.
• To encourage participants to begin to think about the important role of body language, tone and pitch in communication.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Staff at all levels.

You'll Need:
• To ask participants in advance of the training to share one unusual fact about themselves.

Notes:
Based on the UK gameshow ‘Would I Lie to You?’, this is a fun way to introduce any training, but is particularly appropriate as an introduction around training linked to communication and body language. It can even be used to introduce equality and diversity training as it provides a way to make the point that there is more to people than we see on the surface and for participants to make assumptions about others in the group.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (optional).
• Breakout Rooms (not required).

Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 30 minutes for this module.

Aims:
• To introduce participants in a fun way.
• To encourage people to think about how we communicate nonverbally.
• To encourage participants to begin to think about the important role of body language, tone and pitch in communication.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Staff at all levels.

You'll Need:
• To ensure participants have access to plain paper and marker/thick pens.

Notes:
This exercise is ideally suited for use as an icebreaker for team training and teambuilding events. It can also provide an interesting introduction to any session on body language.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (not required).
• Breakout Rooms (not required).

Time:
The exercise in this module can be completed in about 20 minutes. In total, allowing for discussion, we recommend allowing about 30 minutes for this module.

Aims:
• To get participants working together, sharing knowledge and problem solving.
• To test participants’ team decision skills and their ability to think strategically.
• To enable participants to find out a little more about each other, in particular about the places they’ve visited in Europe.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Staff at all levels.

You'll Need:
• Nothing other than the materials provided.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (not required).
• Breakout Rooms (required).
• Collaborative Whiteboard (not required).

Time:
The exercise in this module can be completed in about 5 minutes. In total, allowing for discussion, we recommend allowing about 15 minutes for this module.

Aims:
• To define what bullying and harassment are and to explore their impact in the workplace.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Anyone.

You'll Need:
• The PowerPoint slides provided.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (not required).
• Breakout Rooms (required).

Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 25 minutes for this module.

Aims:
• To demonstrate what effective feedback looks like and the impact effective and ineffective feedback can have.

Group Size:
This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Anyone who needs to give or receive feedback.

You'll Need:
• To ensure participants have access to plain paper and coloured pens/pencils. (Alternatively, you might like to send them a selection of Lego, or some modelling clay in advance of the training.)

Notes:
Although we’ve labelled this an icebreaker, we’d recommend only using it at the very beginning of a workshop if your participants already know each other, and both you and they will feel relaxed.

You’ll need a minimum of 3 participants for this activity, and ideally a minimum of 4.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (not required).
• Breakout Rooms (not required).