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Time:
In total we estimate this exercise will take 30 minutes.
Aims:
• To provide an opportunity to explore a variety of situations experienced during the working day and consider how best to handle each one assertively.
About
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 provide an opportunity to explore a variety of situations experienced during the working day and consider how best to handle each one assertively.
Group Size:
This module can be used with groups of any size.
Useful For:
Staff up to managerial level.
You'll Need:
Nothing other than the materials provided.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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I used this exercise in a workshop with women from a variety of businesses. It got excellent feedback and they thoroughly enjoyed the session. I did cut the discussion time back a bit and this did not have a detrimental effect. The subsequent feedback time really helped all those present and generated even more discussion. I love this session
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Nicola Richardson
rated this item with 5 stars.
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Time:
In total we estimate this exercise will take 75 minutes.
Aims:
• To explore some of the challenges participants will face as a trainer and encourage trainers to reflect on how they’d approach them.
About
Time:
The exercise in this module can be completed in about 60 minutes. In total, allowing for discussion, we recommend allowing about 75 minutes for this module.
Aims:
• To explore some of the challenges participants will face as a trainer and encourage trainers to reflect on how they’d approach them.
Group Size:
This module can be used with groups of between 4 to 18 participants.
Useful For:
New trainers or those looking to build their skills and review challenges they might face or have faced.
You'll Need:
• Playing pieces, one per team.
• Small prize for the winning team.
• 60 second timer or stopwatch.
• Facilitator Traffic Lights.
• At a Crossroads Conundrum Cards.
• At a Crossroads Diversion Cards (3 per team).
• At a Crossroads Game Board.
• At a Crossroads Suggested Answers (for the facilitator).
Notes:
This exercise is suitable for use with groups of up to 18 participants. It is run as a competitive game, which is a race to the finish and played in teams of two or three players. We do not recommend having teams with more than three participants. All the scenarios contained in the cards are based on actual experiences faced by trainers.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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Time:
In total we estimate this exercise will take 60 minutes.
Aims:
• To demonstrate the importance of determination in building resilience.
• To identify what determination is and where it comes from.
• To list some of the key factors that help make people more determined.
• To identify ways to become more determined.
About
Time:
The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.
Aims:
• To demonstrate the importance of determination in building resilience.
• To identify what determination is and where it comes from.
• To list some of the key factors that help make people more determined.
• To identify ways to become more determined.
Group Size:
This module can be used with groups of any size.
Useful For:
Staff and managers at all levels.
You'll Need:
Nothing other than the materials provided.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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| A review has not been posted for this item. If you are a member of Glasstap you can submit one using the contact us screen. |
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Time:
In total we estimate this exercise will take 50 minutes.
Aims:
• To help participants develop guidelines for dealing assertively with aggressive behaviour.
• To encourage participants to develop and demonstrate one appropriate and one inappropriate response to aggressive behaviour.
About
Time:
The exercise in this module can be complete within 25 minutes. In total, allowing for discussion, we recommend allowing 50 minutes to complete the module.
Aims:
• To help participants develop guidelines for dealing assertively with aggressive behaviour.
• To encourage participants to develop and demonstrate one appropriate and one inappropriate response to aggressive behaviour.
Group Size:
This module is suitable for use with groups of up to 15 participants.
Useful For:
Staff at all levels.
You'll Need:
Nothing other than the materials provided.
Notes:
We recommend using this module only when participants are able to recognise the difference between aggressive, submissive and assertive behaviour. (See the module, What is Assertiveness?). This module has two alternative handouts – one with work based scenarios to discuss, and one with non-work based scenarios.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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I have used this activity as part of a managing difficult behaviour which is really useful part of the program and demonstrates practical ways of dealing with aggressive behaviour
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Anjana Rajani
rated this item with 4 stars.
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This was a very useful activity for delegates to practice being assertive in potentially difficult situations. The delegates found the ‘fogging technique’ to be a very useful tool for dealing with aggression. I used 4 of the 6 scenarios (2 work-related and 2 personal) and this worked well in the suggested time.
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Roxanne Moran
rated this item with 4 stars.
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I recently used the course module on ‘Dealing with Aggressive Behaviour’ with a group of people who dealt with internal customers. The group found this module really useful and there were several ‘lightbulb’ moments throughout the room specifically with the ‘fogging’ method. This is a really simple, yet effective technique for diffusing situations and my participants were able to relate this directly to the situation they commonly deal with and devise strategies, using this technique of handling these situations more positively in the future. Another cracker from Trainers' Library.
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Previous Member
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Time:
In total we estimate this exercise will take 45 minutes.
Aims:
• To show participants a five-step model that will help them establish the need for a difficult conversation and plan for a successful outcome.
About
Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 45 minutes for this module.
Aims:
• To show participants a five-step model that will help them establish the need for a difficult conversation and plan for a successful outcome.
Group Size:
This module can be used with groups of up to 25 participants.
Useful For:
Anyone.
You'll Need:
• Nothing other than the materials provided.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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| A review has not been posted for this item. If you are a member of Glasstap you can submit one using the contact us screen. |
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Time:
In total we estimate this exercise will take 60 minutes.
Aims:• To enable participants to increase awareness of their emotional reaction to other people’s behaviour and how to deal with people they find ‘difficult’.
About
Time:
The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.
Aims:• To enable participants to increase awareness of their emotional reaction to other people’s behaviour and how to deal with people they find ‘difficult’.
Group Size:
This module is suitable for use with groups of up to about 25 participants.
Useful For:
Staff at all levels.
You'll Need:
Nothing other than the materials provided.
Notes:
The modules Managing Emotions and Changing Perceptions and Emotions are complementary to this module and can be combined with it to make a longer session.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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This is a great activity to use for managing difficult people - it really helps managers realise that their behaviour can also be in question - and can turn difficult when dealing with difficult people, brings humour with self realisation and insight - fab simple activity that bings great discussion.
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Anjana Rajani
rated this item with 5 stars.
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I used this module with a group of team leaders on a workshop on dealing with conflict. The delegates enjoyed and benefited from discussing and sharing ideas on how to deal with difficult people. I would recommend this module to anyone running a workshop on managing conflict along side the anatomy of conflict and fight, flight or friendship.
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Shirley Palmer
rated this item with 5 stars.
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I recently used this exercise / module in a Conflict Resolution seminar for social care workers. The exercise was really well received and was great for helping delegates to explore not only what sort of behaviours constitute 'difficult', but also to think 'outside the box' about strategies for dealing with such behaviours.
Robert Corteen
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Robert Corteen
rated this item with 5 stars.
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Time:
In total we estimate this exercise will take 75 minutes.
Aims:
• To enable participants to test their communication skills.
• To test participants’ abilities to get their point across effectively whilst building an understanding of others’ feelings.
About
Time:
The exercise in this module can be completed in about 50 minutes. In total, allowing for discussion, we recommend allowing about 75 minutes for this module.
Aims:
• To enable participants to test their communication skills.
• To test participants’ abilities to get their point across effectively whilst building an understanding of others’ feelings.
Group Size:
This module can be used with groups of up to 25 participants.
Useful For:
Staff at all levels.
You'll Need:
• Ideally, you will have breakout space for the teams to hold their discussions away from the other team(s).
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| A review has not been posted for this item. If you are a member of Glasstap you can submit one using the contact us screen. |
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Time:
In total we estimate this exercise will take 60 minutes.
Aims:
• To raise awareness of self-awareness, the first strand of emotional intelligence.
About
Time:
The exercises in this module can be completed in about 40 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.
Aims:
• To raise awareness of self-awareness, the first strand of emotional intelligence.
Group Size:
This module is suitable for use with groups of up to about 25 participants.
Useful For:
Staff at all levels.
You'll Need:
• A flipchart, pens and the handouts provided.
Notes:
This module forms part one of a two-part introduction to emotional intelligence. (Part 2 can also be used alone to explore awareness of others and empathy as a skill.) This module (Part 1) looks at intra-personal intelligence - self-awareness - and the ability to notice and regulate or manage our own emotional state or mood. Part 2 examines interpersonal intelligence – being able to distinguish other people’s emotions, moods and temperaments. It is important to have an understanding of emotional intelligence and the effects of discussing it with a group of participants. You will find Mike Bagshaw’s Article in Trainers’ Library useful for this.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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Brilliant, easy to understand, and worthwhile activity to use with any level of employees. Taking the time to become self aware is the first step to becoming more emotionally intelligent, and this exercise really breaks that down.
Excellent!
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Tracy Windross
rated this item with 5 stars.
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I used this module alongside part 2 with a group of staff who became more expressive with their emotions (at detriment to each other) following a period of change. It was a really useful, non-threatening introduction to self awareness before moving on to part 2.
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Roxanne Moran
rated this item with 5 stars.
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I recently used this module for team leaders and deputy team leaders when delivering a session on Emotional Intelligence. The grades of emotions exercise worked very well. It was good to share how aware the delegates were of others emotions and how their own behaviour can influence others. I received a lot of positive feedback following the session.
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Shirley Palmer
rated this item with 5 stars.
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Time:
In total we estimate this exercise will take 90 minutes.
Aims:
• To provide participants with an opportunity to practise responding assertively to a range of situations.
About
Time:
This exercise will take about 70 minutes to complete. In total, allowing for discussion, we recommend allowing 90 minutes to complete this module.
Aims:
• To provide participants with an opportunity to practise responding assertively to a range of situations.
Group Size:
This module is suitable for use with groups of up to 25 participants.
Useful For:
Staff at all levels.
You'll Need:
Nothing other than the materials provided.
Notes:
This activity is designed to be used as a conclusion to training around assertive behaviour. It provides participants with an opportunity to practise responding assertively to a range of situations - whether it's with managing upwards, dealing with peers and colleagues or in personal situations. This exercise is easily adapted and can be used in a variety of ways depending on your participants and the time available. For example, you can run it: • As a small group discussion.
• As a role-play exercise with 2 participants role-playing and an observer giving feedback.
• By asking each participant to work on one scenario and then role-play it with the trainer with feedback from the rest of the group.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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I use this activity in a full day session I provide for staff. This activity is just one of many used in the course I deliver, and it is a great example of how we can face up to those challenges.
PS - I approach role play as one of those things we all hate doing in training, but I rebrand it as 'scenario based conversations'. . . . which is a little bit like role play shhhh
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Tracy Windross
rated this item with 5 stars.
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I’ve used this activity at the end of training, to practice what has been learned. If I’m stuck for time, I give each delegate a different scenario (depending on group size of course). It helps delegates to see that they CAN be assertive and that it just takes practice and effort, thinking about what they are going to say and how they will approach a situation.
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Roxanne Moran
rated this item with 5 stars.
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Time:
In total we estimate this exercise will take 135 minutes.
Aims:
• To enable participants to identify different approaches that can be used to manage conflict.
• To explain the advantages and disadvantages of five key approaches used in managing conflict.
• To identify when it is appropriate to use the various approaches.
About
Time:
The exercises in this module will take about 90 minutes to complete. In total, allowing for discussion, we recommend allowing 135 minutes to complete this module.
Aims:
• To enable participants to identify different approaches that can be used to manage conflict.
• To explain the advantages and disadvantages of five key approaches used in managing conflict.
• To identify when it is appropriate to use the various approaches.
Group Size:
This module is suitable for use with groups of up to 15 participants. The exercises work best with groups of 10 or fewer.
Useful For:
Staff who need to manage conflict and interpersonal relationships.
You'll Need:
• Break-out rooms.
Notes:
It is recommended that you keep the participant group size to 10 or fewer for this module. This module can be used as a stand-alone module or as a follow on to The Anatomy of Conflict. The module is comprised of two exercises. Depending on your needs these can be run as two separate 'mini-modules'.
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I used this module along side the anatomy of conflict. The training went really well with positive feedback from the delegates. They all really got into the sketches and enjoyed being able to share ideas on how to deal with conflict within their own teams/department. I would recommend this module to anyone running a workshop on dealing with conflict.
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Shirley Palmer
rated this item with 5 stars.
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Most recent group I worked this exercise with, didn’t like the TK term ‘avoider’ they felt it had very negative connotations and I’ve found that you have to be REALLY careful to ensure that groups don’t ‘stigmatise’ or maintain that one style is better or worse than the others. I was lucky that one organisation I worked with funded their staff to complete the online TK assessment before the course. Then I could group the learners by their most common reaction and get them to look at the pros and cons with people who shared their view. This worked much better than when I’ve asked everyone to review every style. Have to say I haven’t tried the 'sketches' as the group got so 'into' discussing the pros and cons and wanting to explore their own experiences we ran out of time. I like this module and have found it helpful!
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Nicky McCrudden
rated this item with 5 stars.
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Time:
In total we estimate this exercise will take 30 minutes.
Aims:
• To encourage participants to consider their attitude.
• To encourage discussion around optimistic versus pessimistic outlooks.
• To recognise the impact that attitude has on performance.
• To enable participants to identify personal traits that might be holding them back.
• To encourage leaders to consider how they might deal with negative attitudes in their team.
About
Time:
The exercise in this module will take about 20 minutes to complete. In total, allowing for discussion, we recommend allowing 30 minutes to complete this module.
Aims:
• To encourage participants to consider their attitude.
• To encourage discussion around optimistic versus pessimistic outlooks.
• To recognise the impact that attitude has on performance.
• To enable participants to identify personal traits that might be holding them back.
• To encourage leaders to consider how they might deal with negative attitudes in their team.
Group Size:
This module is suitable for use with groups of up to 25 participants.
Useful For:
Staff at all levels.
You'll Need:
Nothing other than the materials provided.
Notes:
This module provides an excellent opportunity, when working with a wide range of participants, to consider how attitude can impact on performance. Topics where the inclusion of a module looking at optimism/pessimism might be beneficial include:
• Managing change.
• Problem solving and decision making.
• Customer service.
• Selling skills.
• Leading a team.
• Strategic leadership.
• Communication skills.
• Planning and scheduling.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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This is a very powerful activity the first part allows for self reflection on what the individuals preference tends to be - am I more half empty or half full? There are then a series of questions that give the group great discussion opportunities I have used this activity as part of managing change workshop and fits in really nicely in terms of what the individual can do to help themselves and how powerful their own attitude can be and how this might impact others and themselves.
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Anjana Rajani
rated this item with 5 stars.
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I ran 'Half Full' as a stand-alone module to encourage people to think about the relative draw-backs and benefits of different perspectives on the world. As directed, the delegates completed the questionnaire on their own and then read the handout. They then started to answer the questions on their own too. One delegate found this very difficult so we stopped writing and opened the whole thing up as a discussion. Very quickly all delegates were involved in talking through the merits of pessimism and optimism. We identified some key learning points - not to bring up barriers when others don't act as you'd want, that optimists should think about analysing risk and pessimists can look to improve their outlook. We also had a very intense and productive debate about the value of constructive feedback and how one goes about it. All in all, the exercise 'did what it said on the can' and I've been delighted with it.
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Tracy Croft
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Time:
In total we estimate this exercise will take 50 minutes.
Aims:
• To explore the difference between Assertive Behaviour and more Passive or Aggressive approaches.
• To understand how to deal assertively with customers.
About
Time:
The exercise in this module can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 50 minutes for this module.
Aims:
• To explore the difference between Assertive Behaviour and more Passive or Aggressive approaches.
• To understand how to deal assertively with customers.
Group Size:
This module can be used with groups of up to 25 participants.
Useful For:
Anyone.
You'll Need:
• Nothing other than the materials provided.
Notes:
Before running this activity, review the scenarios in Handout 2 and decide what you think is the appropriate action for your participants to take. There are two versions of this module – this one for external customers and another where the examples are focused on internal customers.
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| Reviews |
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Time:
In total we estimate this exercise will take 50 minutes.
Aims:
• To explore the difference between Assertive Behaviour and more Passive or Aggressive approaches.
• To understand how to deal assertively with internal customers and colleagues.
About
Time:
The exercise in this module can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 50 minutes for this module.
Aims:
• To explore the difference between Assertive Behaviour and more Passive or Aggressive approaches.
• To understand how to deal assertively with internal customers and colleagues.
Group Size:
This module can be used with groups of up to 25 participants.
Useful For:
Anyone.
You'll Need:
• Nothing other than the materials provided.
Notes:
Before running this activity, review the scenarios in Handout 2 and decide what you think is the appropriate action for your participants to take. There are two versions of this module – this one for internal customers and another where the examples are focused on external customers.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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| Reviews |
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| A review has not been posted for this item. If you are a member of Glasstap you can submit one using the contact us screen. |
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Time:
In total we estimate this exercise will take 30 minutes.
Aims:
• To help participants understand their current use of assertive behaviour and identify areas for improvement.
About
Time:
The exercise in this module can be complete within 10 minutes. In total, allowing for discussion, we recommend allowing 30 minutes to complete the module.
Aims:
• To help participants understand their current use of assertive behaviour and identify areas for improvement.
Group Size:
This module is suitable for use with up to 15 participants.
Useful For:
Staff up to supervisor level.
You'll Need:
Nothing other than the materials provided.
Notes:
This module includes a simple quiz to help participants identify the behaviours they currently feel comfortable with.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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I sent the quiz to the delegates prior to my session, and asked them to complete this as pre-course work and bring it to the training. This saved me a bit of time and allowed delegates to think about why they were attending the session in the first place. Then at the start of the training, I invited comments and we discussed some examples. Following this activity, I used ‘Yes but, No but!’ and that seemed to flow really well.
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Roxanne Moran
rated this item with 5 stars.
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This is a really powerful tool. The instructions suggest that you do the quiz yourself as the leader of the group. I have found that to be very helpful – a bit of self disclosure first really helps to open up discussion. You do need to tell people it is for their own personal use and that the scores for individuals will not be discussed. Having said that 9 times out of 10 people are more than willing to blurt out their scores! No-one is very surprised at their score. My areas of problems are to do with conflict and being bullied into things, then doing it resentfully. That comment does help the opening up, because at least one person will have one of these context specific problems. I have even found this immensely useful in one to one coaching – even though that is not what it was designed for originally. The questionnaire really does allow for quite deep personal discussion very easily.
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Phil Hawthorn
rated this item with 5 stars.
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The questionnaire worked well to elicit what people felt. Positioned this as “be as honest as possible to gain the most from the exercise” – might be worth annotating to the exercise. Also try not to think too much into the questions – you are trying to gauge your immediate reactions to a particular situation as some dwelt unduly on certain areas (perhaps setting a time limit would help e.g. max 1 minute). I used the notes and the briefing as a positioning tool and it worked quite well. The inference on the general use of the “prey” and “predator” approaches, I would not use again as it created a bit of controversy over their validity (some challenged the basic premise) which detracted from the key message for a time. Whereas the ‘fight or flight’ I would use again as this met with general approval and it made a lot more sense against the “submissive \ aggressive” banner and why we might react the way we do to certain situations.
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Previous Member
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Time:
In total we estimate this exercise will take 30 minutes.
Aims:
• To draw up some guidelines for making and refusing requests.
• To describe and practise a number of assertiveness techniques.
• To test participants’ understanding of assertive behaviour.
About
Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 30 minutes to complete this module.
Aims:
• To draw up some guidelines for making and refusing requests.
• To describe and practise a number of assertiveness techniques.
• To test participants’ understanding of assertive behaviour.
Group Size:
This module is suitable for use with groups of up to 25 participants.
Useful For:
Staff up to supervisor level.
You'll Need:
• Half of the participants will need Handout 1 and the rest will need Handout 2. Everyone will need a copy of Handout 3.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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I use this activity as just one of many in a full day assertiveness session for our staff. I split the room in half and get them to use Mary & Jim's situation separately, then bring them together. I great way to instil confidence in their abuility to make and refuse requests.
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Tracy Windross
rated this item with 5 stars.
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I used this activity as a consolidation of learning following "What is assertiveness?" and "How assertive are you?" modules.
All my participants really enjoyed having a practical application using a fictional situation. The debrief encouraged many deep and meaningful exchanges, whilst highlighting the importance of using the right techniques and language to achieve better results when requesting or refusing assertively.
I finished the session with a similar activity but using the participants' real case scenarios (which I asked them to bring to the session) and it resulted in a lot of confident people leaving the workshop!
All in all, a very enjoyable and successful exercise!
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Rene Garcia-Evans
rated this item with 5 stars.
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This was a very useful activity to test what delegates had learned about assertive behaviour, and to also give them a technique for making and refusing requests. I drew out the key learning points and came up with a model for making and refusing requests, which I displayed on a powerpoint slide. Really good activity!
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Roxanne Moran
rated this item with 5 stars.
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Time:
In total we estimate this exercise will take 30 minutes.
Aims:
• To build an understanding of the importance and value of assertive and responsive behaviour.
• To build an understanding of the impact of assertive behaviour on ourselves and others.
About
Time:
This exercise will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 30 minutes to complete this module.
Aims:
• To build an understanding of the importance and value of assertive and responsive behaviour.
• To build an understanding of the impact of assertive behaviour on ourselves and others.
Group Size:
This module is suitable for use with groups of up to 15 participants.
Useful For:
Staff at all levels.
You'll Need:
Nothing other than the materials provided.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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I use this as one of many activities in a full day assertiveness session for our staff. I have adapted it a little, where I split the room into two teams and provide the attendees with a 'them and us' type picture. This then gives them the feel of either being on the receiving end of an assertive conversation, or being the individual who is communicating assertively. The exercise follows the same format, but I simply get the teams to annotate the picture in order to embed to importance for both sides.
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Tracy Windross
rated this item with 5 stars.
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I used this activity following ‘What is Assertiveness?’, which worked as a useful way to review/test the key learning points from that module. It helped delegates to think about why it’s so important to be assertive, especially for the delegates who tend to be more passive.
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Roxanne Moran
rated this item with 4 stars.
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I used this to actively build opportunities for assertive development. Mini opportunity, promote the module “What is Assertiveness?” be used first in case some people feel they can skip ahead. Not all delegates will understand the concept of “assertiveness” or what the behaviour results from or looks like. I found the material easy to follow and very easy to apply. I particularly liked the types of questions asked as they generally cover most areas. If I were to suggest an improvement it would be to include opportunities to practice (a few themes developed to follow through) around the general areas that positively influence our assertive behaviour. Conscious awareness of our ‘fight or flight’ reactions in specific situations would offer some immediate “takeaways” for delegates to work with. The timing was fine but as this group were particularly engaged it ran over (40 minutes).
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Previous Member
rated this item with 4 stars.
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Time:
In total we estimate this exercise will take 130 minutes.
Aims:
• To help participants prepare for and conduct conversations they find difficult.
About
Time:
The exercises in this module can be completed in about 80 minutes. In total, allowing for discussion, we recommend allowing about 130 minutes for this module.
Aims:
• To help participants prepare for and conduct conversations they find difficult.
Group Size:
This module is suitable for use with groups of up to about 25 participants.
Useful For:
Staff at all levels.
You'll Need:
Nothing other than the materials provided.
Notes:
This module helps participants to understand what makes difficult conversations ‘difficult’ and encourages them to think about how they approach such conversations.
Remote/Virtual Delivery:
Due to the length of this module, we’ve broken it down into a series of activities for Remote Delivery – Difficult Conversations 1-4.
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This really is excellent and works really well. Paricipants particulary value the handout to use as a checklist.
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Clare Bell
rated this item with 5 stars.
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I used this at a recent workshop and the template was so useful. I gave this as the last exercise and it helped people pull together what they had learnt from other activities and then work together to reflect or plan a difficult conversation
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Nicola Richardson
rated this item with 5 stars.
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I really like this activity it provokes alot of thinking in terms of managing the conversation and the handouts are really thorough, detailed and well laid out. They are great for managers to refer to when planning to have difficult conversations. I have had some great sessions and can be used with very small groups as well as larger ones.
5 stars
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Anjana Rajani
rated this item with 5 stars.
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I recently used this module for a group of managers to get them to start thinking about how to prepare and conduct those difficult conversations. I felt that each section was well structured with good interactive exercises. It really got a some great discussions going across the group to the point that we refined the examples provided on the slides! I can heartily recommend this but would add in a caveat that the handouts need to be intorduced as guidleines and not as a 'to do' list!
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Carolyn Pickin
rated this item with 5 stars.
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Time:
In total we estimate this exercise will take 40 minutes.
Aims:
• To define assertiveness.
• To identify the main characteristics of assertiveness.
• To distinguish assertive behaviour from aggressive and submissive behaviours.
About
Time:
The exercise in this module can be complete within 30 minutes. In total, allowing for discussion, we recommend allowing 40 minutes to complete the module.
Aims:
• To define assertiveness.
• To identify the main characteristics of assertiveness.
• To distinguish assertive behaviour from aggressive and submissive behaviours.
Group Size:
This module is suitable for use with groups of almost any size.
Useful For:
Staff up to supervisor level.
You'll Need:
Nothing other than the materials provided.
Notes:
There are two exercises in this module; a simple quiz (15 minutes) and a discussion exercise (15 minutes).
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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I used this activity following ‘Yes but, No but!’ for delegates to think further about the different behaviours and characteristics. The scenarios were a good test of learning following the ‘Yes but, No but!’ activity. And in the second part of the activity using flip charts, I incorporated some of the questions from the ‘Who is Assertive?’ module. This worked really well.
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Roxanne Moran
rated this item with 5 stars.
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This is a great starting quiz to get people thinking assertively. It is a funny thing, assertiveness, in that we find it very easy to describe the extremes (aggressive and passive), but because assertive is somewhat in between, it is a more nebulous construct, I think. This quiz helps. Getting people in groups of 3 or 4 is good for me – 5 is possible, but more difficult for the passive ones to get included! This is an exercise of two halves! The questionnaire sets the thinking right. There is usually some discussion on one or two of them – and it is a great opportunity to talk about tone and voice here. (You can read some of the situations in an aggressive voice, for example.) Beware of situation 9 – we don’t have smoking in restaurants any more – but as long as you explain that up front, it is still a valid scenario – although now historical. During the second exercise I usually add a thought provoker – “think about tone of voice, eye contact, stance, listening levels, body language, facial expressions...” The whole thing gets you to the point of defining the characteristics for Assertive behaviour very quickly.
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Phil Hawthorn
rated this item with 5 stars.
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This was a very useful exercise because it really explained the differences between passive, assertive and aggressive. I liked the way that the exercise was split into two so that firstly they could decide in a team which response was passive, assertive or aggressive and then they could decide on the traits of each. We then discussed why an assertive approach would be best. Those in the group were all passive so it was a useful way of getting them to realise that they need to work on their assertiveness.
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Previous Member
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I ran this course with a group of administrators that frequently have contact with the advisers within the company. Although we have processes for dealing with the adviser requests, they often walk over and speak to the administrators directly to get work done quicker. This course was great for the administrators as it helped them to understand and identify submission, assertive and aggressive behaviour. The second exercise in particular was really good for them as they got to bring in the of experiences of giving / receiving those behaviour characteristics and the consequences of them. Out of the back of exercise two came a number of interesting points to discuss and for that session it was extremely important to resolve them and so we ended up going longer than we would have done. The team now interact better and if someone does point a finger then they have the humour between the group to take the micky out of the aggressive body language. It has also helped them in general with dealing with the advisers, although some may still need some additional coaching in this area.
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Previous Member
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I used this to qualify what assertiveness is. The questionaire handout, the questions were very straightforward and easy to understand. They readily allowed everyone to understand the key distinction between “submissive”, “assertive” and “aggressive”. I ran this as a group exercise and felt the exclusion of “passive” was an omission as some people fell into this category rather than “submissive” (see below for more detail): Passive-aggressive behavior refers to passive, sometimes obstructionist resistance to following through with expectations in interpersonal or occupational situations. It can manifest itself as learned helplessness, procrastination, stubbornness, resentment, sullenness, or deliberate/repeated failure to accomplish requested tasks for which one is (often explicitly) responsible. It is a defence mechanism, and (more often than not) only partly conscious. For example, suppose someone does not wish to attend a party. A passive-aggressive response in that situation might involve taking so long to get ready that the party is nearly over by the time they arrive. [Extract from “Wikipedia”] Overall, however this more than satisfied the learning need and allowed us to progress comfortably into the next stage and how to appropriately manage ‘assertive’ behaviour.
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Previous Member
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Used this exercise which is meant to demonstrate the difference between assertive, submissive and aggressive approaches. Found this very useful, as all trainees could easily relate to the examples used. Only one example that is used has to do with a smoking area in a restaurant, which I amended slightly in the light of the smoking ban.
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Previous Member
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The module I have used most is What is Assertiveness? I really like this as it gets everyone into a good mindset and is so helpful in determining not so much what assertiveness is, as what it isn't! There are lots of courses and so on that promote tips and strategies for being more assertive, but I much prefer this approach.
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Previous Member
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I recently ran a half day course for a group of around 30 care workers on the topic of assertive communications. As a part of that event, I used the “What is assertiveness” exercise. I did consider using the “How assertive are you” questionnaire but decided that I would use another questionnaire that gave an indication of whether the delegates ‘preferred’ communication style was aggressive, assertive, submissive or submissive/aggressive. After having explained these terms, I used the first element of the “What is assertiveness” exercise. This was very well received and the delegates were very quickly fully engaged in discussion – or I should say lively debate as they sought to achieve consensus in their views. To add ‘a little something’ to the exercise, I suggested that one of the group read out the response given in the same manner as they felt that the originator of the response would have used. This venture into amateur dramatics for some added immensely to the enjoyment factor and was a very good way of reinforcing the importance of NVC and tone in communications. Additionally, when working through the ‘answers’ in a plenary session, I invited people to give alternate response in the other styles – for example, if the response was submissive, I asked how it might have been expressed assertively and/or aggressively. Once again, this was a useful technique to reinforce the learning. Towards the end of the event, I moved onto the topic of NVC and used the second half of the exercise to elicit shared perceptions of NVC is terms of effective communications. The earlier part of the exercise proved to have been an ideal intro as the delegates were very quickly able to make the necessary links between NVC and effective assertive communications.
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Paul Brennan
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Time:
In total we estimate this exercise will take 30 minutes.
Aims:
• To provide an early opportunity for participants to test their assertive skills.
• To enable participants to identify whether they have a tendency to adopt aggressive or submissive behaviour.
• To provide an opportunity for participants to observe Transactional Analysis behaviours in practice.
About
Time:
The exercise in this module will take about 30 minutes to complete. In total, allowing for discussion, we recommend allowing 45 minutes to complete this module. Aims:
• To provide an early opportunity for participants to test their assertive skills.
• To enable participants to identify whether they have a tendency to adopt aggressive or submissive behaviour.
• To provide an opportunity for participants to observe Transactional Analysis behaviours in practice. Group Size:
This module is suitable for use with groups of up to 25 participants. Useful For:
Staff at all levels. You'll Need:
Nothing other than the materials provided. Notes:
This exercise gives participants an opportunity to consider their own behaviours. It can give facilitator's a useful insight into behaviour, although the briefs do encourage particular types of behaviour. This module provides a powerful introduction to Transactional Analysis.
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I conducted a Presentation Skills course last week and tried [this] out as an energiser and recap of the previous day. Since all the students knew each other, I thought that this may make the arguments for not presenting a little more amicable. The first group had a pleasant banter, but the second group I thought had missed the point completely when the person who was definitely asked not to present, actually volunteered. As the first group presented back their findings to the class, the person presenting from the second class asked to be excused. When it came to the second group to present back, their spokesperson had still not returned and his colleagues assumed he had gone to the WC. Therefore, someone else in the group had to present instead. As he finished, the original spokesperson returned having laughed that he had achieved his objective, and not presented! Not quite what I had expected but it created a good atmosphere to continue as everyone was laughing. My only feedback is that the briefs could be shorter to avoid confusion. Great. Thanks.
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Previous Member
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Time:
In total we estimate this exercise will take 115 minutes.
Aims:
• To encourage participants to consider the difference between good and bad customer service.
• To encourage participants to consider the behaviours that those who deliver good customer service demonstrate.
• To consider strategies for avoiding or managing customer conflict.
About
Time:
The exercise in this module can be completed in about 60 minutes (including the time required to view the training film). In total, allowing for discussion, we recommend allowing about 115 minutes for this module.
Aims:
• To encourage participants to consider the difference between good and bad customer service.
• To encourage participants to consider the behaviours that those who deliver good customer service demonstrate.
• To consider strategies for avoiding or managing customer conflict.
Group Size:
This module can be used with groups of up to about 15 participants, as long as suitable facilities are available to give everyone a clear view of the training video.
Useful For:
Anyone in a customer facing role.
You'll Need:
• A computer with internet connection and a means of connecting to a screen.
Notes:
This module is designed to accompany the Glasstap film, ‘Why Do I Always Get Them?’ This exercise involves a look at customer service, particularly in relation to face-to-face contact, managing difficult situations and conflict. If your level of membership doesn’t include the option to stream this video, you can purchase a a DVD from Trainers' Library.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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At Seymour Hotels, we take pride in providing exceptional experiences and creating magical memories. I use this DVD during induction to illustrate examples of both good and bad service, encouraging all participants to engage and contribute to the discussion.
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Claire Reynard
rated this item with 5 stars.
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This DVD has proven to be popular with customer service teams in manufacturing and in engineering sectors. It is useful to see how universal our perception of poor customer service is, whether it is in a coffee shop or a clothes shop. The gentle humour of the film fits the topic and serves as a good icebreaker, especially to encourage less confident participants to contribute their opinions or horror stories on poor customer service and how this could be put right.
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Paula Cook
rated this item with 5 stars.
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Time:
In total we estimate this exercise will take 40 minutes.
Aims:
• To encourage participants to consider whether they naturally tend towards aggressive, submissive or assertive behaviour.
• To encourage participants to consider their reasons for choosing particular responses in common situations.
• To encourage participants to reflect on the reasons for others choosing aggressive, submissive or assertive behaviour.
About
Time:
This exercise will take about 30 minutes to complete (longer for large groups). In total, allowing for discussion, we recommend allowing 40 minutes to complete this module.
Aims:
• To encourage participants to consider whether they naturally tend towards aggressive, submissive or assertive behaviour.
• To encourage participants to consider their reasons for choosing particular responses in common situations.
• To encourage participants to reflect on the reasons for others choosing aggressive, submissive or assertive behaviour.
Group Size:
This module is suitable for use with groups of up to 25 participants.
Useful For:
Staff at all levels.
You'll Need:
Nothing other than the materials provided.
Notes:
Prior to running the exercise, print off one set of question cards for each team that you'll have, and enough answer cards to be able to give each participant one set of each: Yes, No, But, If, Unless, Because.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library - Yes But, No But! - Struggles with Assertiveness.
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I used to start a session at a women's day and this soon got people relaxed and sharing experiences and debating the actions that they would undertake. A really easy activity to use and great for getting discussion going.
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Nicola Richardson
rated this item with 5 stars.
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I used this module in a dealing with conflict workshop. It was really useful to make the delegates think and reflect on why in certain situations they are submissive, assertive or aggressive. After completing the exercise I showed the conflict resolution video which helped them think about how they could modify their their approach/behaviour to ensure that both their own needs and rights and those of others are respected.
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Shirley Palmer
rated this item with 5 stars.
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I was slightly sceptical about whether my audience would be receptive to this activity but I’m so glad I used it. It really helped people to think about their own tendencies and why some delegates felt they could not be assertive. I used it as the opening activity in my Assertiveness training and this worked really well to get delegates to think about the difference between passive, assertive and aggressive.
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Roxanne Moran
rated this item with 5 stars.
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I recently downloaded and use ‘Yes but, no but – seeking a win win in day-to-day situations’, as part of my Assertiveness Skills training course. Apart from me being able to put a slide up of Vicky Pollard, which made the group laugh, the activity was really well received. The feedback for the group was that it got them thinking about what they would do and learn about what other individuals would do in certain situations. The said that is made them realise that sometimes they were too aggressive or passive, but other times they did actually assert themselves and with this info they could analyse why they acted that way when faced with certain problems, and how other react as well. They informed me that due to this activitiy they would actually stop and think next time and an choose to act assertively or not. The only problem with this activity is that the group did not want to stop doing it, so it lasted a lot longer than planned, but hey, if they are enjoying themselves whilst they learn who am I to interfere.
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Previous Member
rated this item with 5 stars.
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