Problem Solving Remote Delivery - Course Modules

Time:
The exercise in this module can be completed in about 35 minutes. In total, allowing for discussion, we recommend allowing about 75 minutes for this module.

Aims:
• To understand the importance of delegating authority appropriately to other colleagues.
• To introduce the Tannenbaum and Schmidt Continuum to illustrate the benefits of different levels of authority and freedom in different situations.
• To reflect on when it’s appropriate to delegate authority and how much.

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

Useful For:
Those who have responsibility for other staff, or who will do very soon.

You'll Need:
• The Activity Links together with your unique PIN, which you’ll find 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 (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 explain and clarify the key rules of brainstorming.

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

Useful For:
Junior staff or those unfamiliar with brainstorming as an idea generation technique.

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

Notes:
You may come across participants who question the use of the word brainstorming, and suggest it is offensive to people who suffer epilepsy.

Our research indicates that the concern over the word brainstorming is something of an urban myth. Charities representing those who suffer from epilepsy say they have asked people suffering from epilepsy and concluded that the word brainstorming does not cause concern. Indeed, the word bears no relation to what actually happens to someone suffering epilepsy.

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 45 minutes for this module.

Aims:
• To explore the process of creative problem solving.
• To explain the role of idea generation and other creative thinking techniques.

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 module provides an introductory overview of a creative problem solving process. Trainers' Library contains many practical modules for developing the skills required for each stage, including modules that introduce techniques for generating, exploring and evaluating ideas.

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 20 minutes. In total, allowing for discussion, we recommend allowing about 40 minutes for this module.

Aims:
• To demonstrate how a decision matrix can be used, when trying to decide between various options.
• To demonstrate the importance of weighting different criteria when making decisions.

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 up to junior managers.

You'll Need:
• To create the polls based on that shown in the Trainer’s Handout.
• The Activity Link from Trainers’ Library and your PIN.

Notes:
This module introduces a simple scoring and weighting system to help the decision making process when choosing between several options.

In this module we’ve used a fictional currency that consists of Unum and Centum. This means the exercise can be used in any country, and with international groups, without further adaptation. 100 Unum = 1 Centum.

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 20 minutes. In total, allowing for discussion, we recommend allowing about 45 minutes for this module.

Aims:
• To demonstrate the importance of effectively evaluating ideas and solutions.
• To introduce and test a 4-stage process for evaluation.
• To consider the importance of refining and re-evaluating ideas.

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:
• Nothing other than the materials provided.

Notes:
You will need to ensure you have familiarised yourself with the 4-stage process explained in the handout, before running this module.

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 45 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.

Aims:
• To show how Fishbone Charts can be used to analyse problems and challenges.
• To show how Fishbone Charts can help identify those contributory factors we can influence.
• To illustrate how Fishbone Charts might help in the search for solutions.

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:
If working with participants from a single team/organisation, you could ask them to spend a little time before the training identifying a shared workplace problem they can work on together.

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 30 minutes. In total, allowing for discussion, we recommend allowing about 45 minutes for this module.

Aims:
• To introduce ‘Forced Connections’ as a tool for generating unusual ideas by linking seemingly unrelated items.
• To provide participants with an opportunity to practise using the technique.

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 to bring a toy or random object to this session.
• The Activity Link and your PIN for the video.

Notes:
There are a number of modules that introduce different idea generation techniques. As well as this one, have a look at Reframe, Idea Box and Reversal.

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 40 minutes for this module.

Aims:
• To introduce one way to investigate problems.
• To provide a structured approach for identifying the causes of a problem.

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

Useful For:
Anyone who wants to develop their creative problem solving skills.

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

Notes:
This module considers how problems are often expressed in terms of symptoms and the importance of understanding what is causing those symptoms before taking action.

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 30 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.

Aims:
• To encourage participants to communicate effectively in order to gather all the information available.
• To encourage participants to think about how they communicate.
• To encourage participants to work co-operatively to solve a shared problem.

Group Size:
This module can be used with larger groups of between 6-10 participants. It’s not suitable for 1-1 training.

Useful For:
Staff at all levels.

You'll Need:
• To ensure every participant has a different ‘Gossip’ Brief. You might like to distribute these by email in advance of the session.

Notes:
This communication exercise is based on a logic puzzle. It’s a challenging exercise, made more so when using video conferencing. However, it illustrates, very powerfully, the need to control online discussions, to allow everyone a voice, to speak one at a time, and to listen carefully to what others are saying.

You will need a minimum of 3 participants, whilst 6 is the optimum number for the exercise. We do not recommend attempting this exercise with groups larger than 8, but if you must, we have included additional Gossip Briefs that enable the exercise to be used in groups of up to 10.

Please note that where there are more than 6 participants, some of the ‘gossip’ will be duplicated.

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 workshop can be completed in about 75 minutes. In total, allowing for discussion, we recommend allowing about 120 minutes for this workshop.

Aims:
• To build an understanding of the key steps in strategic planning.
• To encourage participants to analyse financial and other data using a SWOT analysis.
• To encourage participants to think about where their fictional case study business is now, before moving on in the next module to consider where they want it to be.

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 including individuals, groups and teams that need to use strategic planning and analysis skills in the workplace.

You'll Need:
• The Activity Links and your unique PIN, which you’ll find in My Account.

Notes:
This is designed to be run as a half day workshop. There are three other workshops in the series, which cover, ‘Where do we want to be?’ and ‘How will we get there?’.

They are set in the context of the hotel industry but requires no specialist knowledge of it. When used together, they will also draw out skills relating to business planning, problem solving, influencing, team working and making presentations.

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 workshop can be completed in about 120 minutes. In total, allowing for discussion, we recommend allowing about 180 minutes for this workshop.

Aims:
• To give participants the opportunity to take part in a business simulation by creating a vision and generating and evaluating ideas that will help them deliver that vision.
• To identify key options that will form the basis of a strategic plan for their business.

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 including individuals, groups and teams that need to use strategic planning and analysis skills in the workplace.

You'll Need:
• The Activity Links and your unique PIN, which you’ll find in My Account.

Notes:
This is designed to be run as a half day workshop. It is the second in a series of four. Having identified where they are now, participants reflect on where they want to be, creating a vision/strategic plan for the future.

The workshops are set in the context of the hotel industry but requires no specialist knowledge of it. When used together, they will draw out skills relating to business planning, problem solving, influencing, team working and making presentations.

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 workshop can be completed in about 120 minutes. In total, allowing for discussion, we recommend allowing about 150 minutes for this workshop.

Aims:
• To develop a strategy from the options generated in the previous workshops.
• To prepare and give a persuasive presentation outlining their strategy.
• To reflect on the learning from the Hotel Doldrums series of workshops and how to apply this to 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:
Staff at all levels including individuals, groups and teams that need to use strategic planning and analysis skills in the workplace.

You'll Need:
• The Activity Links and your unique PIN, which you’ll find in My Account.

Notes:
This is designed to be run as a half day workshop. It is the third in a series of four and is not designed to be used in isolation of those. Having identified where they are now, and where they want to be, participants develop a strategy for the hotel they were allocated in Part 1.

Although the workshops are set in the context of the hotel industry, no specialist knowledge of it is 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:
• Polls/Quizzes (Not required).
• 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 40 minutes for this module.

Aims:
• To introduce ‘Idea Box’ as an idea generation technique.
• To provide participants with an opportunity to practise using the technique.

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:
• The PowerPoint slide, open and ready to share with participants.

Notes:
There are several modules that introduce different idea generation techniques. As well as this one, have a look at Forced Connections, Reframe and Reversal.

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 30 minutes. In total, allowing for discussion, we recommend allowing about 50 minutes for this module.

Aims:
• To examine the steps towards successful implementation of change.

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 module is about the implementation of seemingly minor changes - a new process or procedure, a solution to a problem, etc. It provides an overview of what needs to be considered before implementing any minor change.

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.

Time:
The exercise in this module can be completed in about 55 minutes. In total, allowing for discussion, we recommend allowing about 75 minutes for this module.

Aims:
• Identify key stakeholders when delivering a workplace project.
• Ensure that key stakeholders have a positive influence on the outcome of a project.

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 working to deliver workplace projects.

You'll Need:
• The Activity Link in Trainers’ Library.
• Your Activity Link PIN from the My Account section of the member homepage.

Notes:
This exercise involves creating an Action Plan for influencing stakeholders on a real project. We recommend that you encourage your participants to identify the project they will use before they come to the training session.

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:
This game can be played in about 60 minutes. In total, allowing for discussion and evaluation, we recommend allowing 90 minutes.

Aims:
• To demonstrate the importance of building a clear understanding of needs and feelings in negotiation, through effective questioning and listening.
• To show the importance of separating people and personalities from the problems.
• To show the value of a shared problem/creative solution finding approach to negotiation.
• To provide an opportunity to practise negotiation, teamwork and problem solving skills.

Skills and Behaviours Tested:
Negotiation skills, communication, leadership, teamwork and collaboration, and problem solving.

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 who are involved in negotiating, but managers in particular.

You'll Need:
• Nothing other than the materials provided, but you might want to consider pre-assigning participants to their tribe and providing tribe members with their team brief and the island map in advance of the training session.

Notes:
It’s best to run this exercise module without too much explanation. This exercise has many different potential solutions – the learning comes from the experience of trying to find one that all parties can agree to.

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 40 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.

Aims:
• Show participants the importance of effective communication when working together, especially when working together remotely.
• Test participants’ attention to detail, individually and collectively.
• Test time management skills and a team’s ability to perform under pressure.

Skills and Behaviours Tested:
Communication skills, attention to detail, problem solving, teamwork, collaboration, time management and leadership skills.

Group Size:
Ideally, you’ll have 2 teams with a minimum of 2 participants in each, with each team assigned to a different breakout room. However, the game can be run with smaller groups, with all participants working together in 1 team competing against the clock.

Useful For:
Staff at all levels.

You'll Need:
• The Activity Link in Trainers’ Library and your Activity Link PIN from the My Account section of the member homepage.
• A prize for the winning team.

Notes:
In the exercise, teams are given a series of riddles, puzzles and questions to solve, to help them discover where Jill Fruggle hid her mother’s prize brooch.

The riddles and puzzles have been deliberately designed to draw upon different skills. They include riddles and cryptic clues, mathematical questions, word questions, and general knowledge questions. Some require close attention to detail.

This exercise can also be used to examine the role of leaders within teams. If you wish to use the exercise in this way, you might want to pre-assign the role of leader to someone from each team.

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 if more than one team).

Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 45 minutes for this module.

Aims:
• To introduce participants to a simple 4-step process to follow when dealing with an unhappy customer.

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:
• Prepared flipcharts with simple 'cartoon' faces drawn on them - one face for each participant.
• Post-it notes.

Notes:
This exercise works very well as a follow up to The Shoe Shop – A Customer Service Dilemma.

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 20 minutes. In total, allowing for discussion, we recommend allowing about 50 minutes for this module.

Aims:
• To encourage participants to try creating innovative solutions from seemingly wacky ideas.
• To illustrate how the craziest ideas can contain the germ of brilliance.

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 slide ready to share.

Notes:
We recommend using a real issue in this activity, if participants work for the same organisation, but it’s not essential.

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 60 minutes. In total, allowing for discussion, we recommend allowing about 75 minutes for this module.

Aims:
• To identify improvements that can be made.
• To identify things that need to be taken into consideration when planning continuous improvement activities.
• To plan one improvement that can be implemented in the workplace.

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:
• 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 35 minutes. In total, allowing for discussion, we recommend allowing about 50 minutes for this module.

Aims:
• To help participants understand the importance of prioritising the problems they face.
• To allow participants to plan their next steps in addressing problems based on both their ability AND desire to solve them.

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:
• To prepare a JamBoard before the session (see trainer notes).

Notes:
It may help to facilitate the initial discussion if you have a workplace problem of your own to share.

Whilst designed as a group training session, this technique also works well for 1:1 coaching.

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 50 minutes. In total, allowing for discussion, we recommend allowing about 80 minutes for this module.

Aims:
• To give participants insight into the destructive nature of a blame culture.
• To demonstrate the importance of empathy in conflict resolution.
• To take participants on a journey from conflict to understanding and conflict resolution.

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 work with other teams and/or manages conflict or misunderstanding across teams.

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

Notes:
You’ll need a minimum of 6 participants. This version of the classroom module Restaurant Revolution is adapted for virtual 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:
• 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 40 minutes for this module.

Aims:
• To test participants’ planning and communication skills.
• To demonstrate the importance of listening and using summary and clarification to check understanding.
• To consider what makes communication effective and the dangers of getting it wrong.
• To energise a group of participants.

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 Team Brief and appropriate Activity Links together with your unique PIN ready to send to the Team Leaders (Shepherds).

Notes:
The timings shown above are based on giving the team(s) one attempt to complete a route around the course.

However, you might like to give teams the opportunity to review their performance and have another go, either immediately, or later in the training, particularly if you want to link this activity to continuous improvement.

For each additional attempt, allow a further 30 minutes.

We’ve provided three different Route Maps for this activity, each of which is progressively more difficult. If you plan on giving participants just one attempt to complete the task, we recommend using Route 1/Activity Link 1 (the simplest) or Route 2 on Activity Link 2.

If teams will have more than one opportunity to attempt the challenge, use a progressively difficult map in each subsequent round.

You might like to have small prizes for the winning/successful teams.

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 for larger groups).
• The system you use must also give participants the ability to annotate a file shared on screen with a ‘Stamp’, similar to that provided in Zoom.

Special Note of Thanks:
We would like to thank our customers, Bharti Dekate and the team at We Are Ideas Consulting in Mumbai, India for the enormous help and generosity in designing this remote delivery version of Glasstap Sheep Trials.

Time:
The exercise 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 define conflict.
• To identify the main phases of conflict.
• To enable participants to describe the typical behaviours that are used when conflict is not constructively managed.

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

Useful For:
Anyone who needs to manage conflict and interpersonal relationships.

You'll Need:
• To be ready to send participants the Activity Link and your unique 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).

Time:
The exercise in this module can be completed in about 35 minutes. In total, allowing for discussion, we recommend allowing about 70 minutes for this module.

Aims:
• To generate ideas for improving customer service, a process, department, business…any aspect of a business or organisation.
• To encourage participants to think about a problem or challenge from different and sometimes unusual perspectives.

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 wants to generate ideas for continuous improvement.

You'll Need:
• To select the questions that will be in play and create a blank Jamboard before running this activity. (There is a Trainer Handout to help you if you are unfamiliar with Jamboard.)

Notes:
Although the brainstorm/discussion activity and discussion can be completed in 40 minutes, we strongly recommend adding the action planning activity outlined at the end of the module, which adds a further 30 minutes, unless this is incorporated elsewhere in your training.

We’ve included some wacky questions in the set of Brainstorm Bench cards. These have blue text to make them easier to identify, so you can decide if you’d like to include them.

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 60 minutes. In total, allowing for discussion, we recommend allowing about 90-120 minutes for this module (see notes).

Aims:
• To encourage participants to consider different approaches to improving poor performance, and the relative merits of those different approaches.
• To encourage participants to think about appropriate timescales over which they might expect to improve performance and standards.
• To consider the implications of not taking action to improve poor performance.

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

Useful For:
Managers, or those who soon will be.

You'll Need:
To decide how to run this module. You can:
• Set the assignment as a pre-training task to be completed by each team or individual. (We’ve provided suggested wording to use in an email to brief team members/individuals on their task.)
• Run the whole session in real time with a break between the activity and debrief.

Notes:
There are two different versions of the team brief for this exercise.

For junior managers we recommend using version 1, which contains a list of actions that the managers could consider when dealing with the issues of poor performance.

For more experienced managers, we recommend using version 2, which does not provide any clues about the type of action they could take and encourages them to come up with their own solutions.

This module is ideally suited for inclusion in training around managing change.

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 30 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.

Aims:
• To reflect on the idea that the way we phrase problems can impact our ability to find creative solutions to them.
• To demonstrate a way to change and broaden our perspective on problems to enable creative solution finding.

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

Useful For:
Anyone involved in problem solving and solution finding.

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

Notes:
This module introduces a powerful tool that can help the creative problem-solving process. It is best introduced before idea generation techniques like Reversal, Forced Connections etc.

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).