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Influence and Persuasion Course Modules

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Being able to change an individual’s thoughts, feelings, attitudes or behaviours is a great skill to possess and our activities will allow participants to consider the importance of credibility, empathy and effective listening and communication skills when influencing others.

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A Brief Introduction to Networking

Time:
In total we estimate this exercise will take 40 minutes.

Aims:
• To have a clear definition of networking.
• To provide some simple hints and tips for networking.

About

Time:
The exercises in this module will take about 25 minutes to complete. In total, allowing for discussion, we recommend allowing 40 minutes to complete this module.

Aims:
• To have a clear definition of networking.
• To provide some simple hints and tips for networking.

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:
A simple introduction to networking that includes an aide memoire to help participants capitalise on networking opportunities.

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A Sign of the Times - Communicating Brand

Time:
In total we estimate this exercise will take 50 minutes.

Aims:
• To encourage participants to think about how and what they communicate to customers, using a slightly unusual perspective.
• To encourage participants to think about the language they use when communicating with customers.
• To show that all communication tells the customer something about the organisation, and that sometimes that’s not the intended message.
• To demonstrate how brand is affected by every piece of communication leaving the organisation.

About

Time:
The exercise in this module will take about 25 minutes to complete (but can be shortened if necessary). In total, allowing for discussion, we recommend allowing 50 minutes to complete this module.

Aims:
• To encourage participants to think about how and what they communicate to customers, using a slightly unusual perspective.
• To encourage participants to think about the language they use when communicating with customers.
• To show that all communication tells the customer something about the organisation, and that sometimes that’s not the intended message.
• To demonstrate how brand is affected by every piece of communication leaving the organisation.

Group Size:
This module is suitable for use with groups of almost any size (working in small teams of ideally fewer than 6 people).

Useful For:
Staff at all levels.

You'll Need:
In addition to the Sign of the Times cards provided, each team will need sheets of flipchart paper, marker pens and blu-tak. (You'll need to be able to fix the sheets to a wall when complete too.)

Notes:
This is a powerful exercise that really gets participants to think about the way organisations communicate. It is a useful addition to any customer service training but it is of particular use with groups that are responsible for brand and the way the organisation portrays itself to the outside world. This could be managers within the marketing department, branch managers, recruitment managers etc.

It is suitable for all types of organisation, including public and charitable bodies.

Please Note:
The Sign of the Times cards are a particularly large file (10mb) and may take a few minutes to download.

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At a Crossroads - Board Game for New Managers

Time:
In total we estimate this exercise will take 75 minutes.

Aims:
• To explore some of the challenges participants will face as a manager and how to approach them with the right balance of ethics and pragmatism.

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 manager and how to approach them with the right balance of ethics and pragmatism.

Group Size:
This module can be used with groups of between 4 to 18 participants.

Useful For:
Learners who are brand new managers (or very soon will be), particularly if they have been promoted from within the team.

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).

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Stopwatches can also be purchased from Trainers' Market.

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 managers in their first year of managing a team. It is a particularly useful exercise for people who have been promoted from within the team to become the manager and who are struggling to adapt to their new role with people who were once their peers.

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At a Crossroads - Performance Management

Time:
In total we estimate this exercise will take 75 minutes.

Aims:
• To explore some of the challenges participants will face whilst managing the performance of individuals in their team.

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 whilst managing the performance of individuals in their team.

Group Size:
This module can be used with groups of between 4 to 18 participants.

Useful For:
Anyone who is responsible for the performance of others, or who soon will be.

You'll Need:
• Playing pieces, one per team.
• Small prize for the winning team.
• 60 second timer or stopwatch.
• Facilitator Traffic Lights.
• Conundrum Cards.
• Diversion Cards (3 per team).
• Game Board.
• Suggested Answers (for the facilitator).

New: Complete Game Packs are now available to buy from
Trainers' Market.

Stopwatches can also be purchased from Trainers' Market.

Notes:
This exercise is suitable for use with groups of up to 18 participants. It is run as a competitive game; 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.

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Beastly Barbecues - Introducing Change

Time:
In total we estimate this exercise will take 90 minutes.

Aims:
• To encourage participants to think about how they would introduce a change programme.
• To consider the importance of establishing a sense that change is essential and urgent.
• To encourage participants to think about how they'll sustain change.

About

Time:
This exercise will take about 45 minutes to complete. In total, allowing for discussion, we recommend allowing 90 minutes to complete this module.

Aims:
• To encourage participants to think about how they would introduce a change programme.
• To consider the importance of establishing a sense that change is essential and urgent.
• To encourage participants to think about how they'll sustain change.

Group Size:
This module is suitable for use with groups of up to 15 participants.

Useful For:
Managers.

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

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Benefits - Influence and Persuasion

Time:
In total we estimate this exercise will take 30 minutes.

Aims:
• To help participants recognise the difference between features and benefits.
• To demonstrate the importance of identifying customer needs and selling to these.

About

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

Aims:
• To help participants recognise the difference between features and benefits.
• To demonstrate the importance of identifying customer needs and selling to these.

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:
Whilst this module has been designed with sales staff in mind, it is equally applicable to anyone who needs to think about how they influence others.

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Competitor Review

Time:
In total we estimate this exercise will take 60 minutes.

Aims:
• To encourage participants to look at competitors and what they are offering.
• To identify the benefits and unique selling points of the product or service participants sell.

About

Time:
The exercise in this module can be completed within 45 minutes. In total, allowing for discussion, we recommend allowing 60 minutes to complete the module.

Aims:
• To encourage participants to look at competitors and what they are offering.
• To identify the benefits and unique selling points of the product or service participants sell.

Group Size:
This module is suitable for use with groups of up to 15 participants.

Useful For:
Staff at all levels.

You'll Need:
Competitor brochures and Internet access.

Notes:
This is a simple exercise, but an important one. Most sales people understand the importance of knowing their own product, but they often have a patchy picture of their competitors' offerings. Participants will need access to the internet for this exercise.

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Different Perspectives

Time:
In total we estimate this exercise will take 45 minutes.

Aims:
• To demonstrate the fact that people have different 'maps' of the world.
• To show how information can be misinterpreted.
• To demonstrate the impact of misinterpretation on rapport and the ability to negotiate.

About

Time:
The exercises in this module will take about 20 minutes to complete. In total, allowing for discussion, we recommend allowing 45 minutes to complete this module.

Aims:
• To demonstrate the fact that people have different 'maps' of the world.
• To show how information can be misinterpreted.
• To demonstrate the impact of misinterpretation on rapport and the ability to negotiate.

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 is intended as a thought provoking discussion based module that looks at the assumptions we make and how our individual perspective of the world can impact upon negotiations. You will need to handle this session with care and sensitivity acknowledging the different viewpoints that arise.

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Discussion - Barriers to Communication

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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Doctor in the House - Building Engagement in Sales

Time:
In total we estimate this exercise will take 75 minutes.

Aims:
• To help sales professionals recognise and understand the barriers they must overcome.
• To help participants plan a sales approach that is empathetic and engaging.
• To help participants plan a strategy that addresses customers concerns and quickly lets the customer know what’s in it for them.

About

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:
• To help sales professionals recognise and understand the barriers they must overcome.
• To help participants plan a sales approach that is empathetic and engaging.
• To help participants plan a strategy that addresses customers concerns and quickly lets the customer know what’s in it for them.

Group Size:
This module can be used with groups of up to 14 participants.

Useful For:
Anyone involved in sales, particularly telephone-based sales.

You'll Need:
• A flipchart and pens for each team.

Notes:
We’d like to thank Giles Smith of PGL Travel for his help developing this exercise, which was born on a Trainers’ Library Masterclass.

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Emotional Intelligence Part 2 - Awareness of Others and Empathy

Time:
In total we estimate this exercise will take 100 minutes.

Aims:
• To develop an understanding of the importance of awareness of others, the second strand of emotional intelligence.
• To allow participants to practice empathy as a skill.

About

Time:
The exercises in this module can be completed in about 50 minutes. In total, allowing for discussion, we recommend allowing about 100 minutes for this module.

Aims:
• To develop an understanding of the importance of awareness of others, the second strand of emotional intelligence.
• To allow participants to practice empathy as a skill.

Group Size:
This module is suitable for use with groups of up to about 15 participants.

Useful For:
Staff at all levels.

You'll Need:
Nothing other than a flipchart, pens and the handouts provided.

Notes:
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.

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Identifying Networks

Time:
In total we estimate this exercise will take 20 minutes.

Aims:
• To raise awareness of different networking opportunities.

About

Time:
The exercise in this module will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 20 minutes to complete this module.

Aims:
• To raise awareness of different networking opportunities.

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 is a useful follow on to "A Brief Introduction to Networking".

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Influence 1 - The Games People Play

Time:
In total we estimate this exercise will take 70 minutes.

Aims:
• To enable participants to consider the value and difficulty caused by organisational politics and political games.
• To create an understanding that managers cannot avoid politics and so need to know the games in which they may – deliberately or inadvertently – be playing.

About

Time:
The exercise in this module can be completed in about 40 minutes. In total, allowing for discussion, we recommend allowing about 70 minutes for this module.

Aims:
• To enable participants to consider the value and difficulty caused by organisational politics and political games.
• To create an understanding that managers cannot avoid politics and so need to know the games in which they may – deliberately or inadvertently – be playing.

Group Size:
This module is suitable for use with groups of up to about 20 participants. It tends not to work well with very small groups.

Useful For:
All managers, but particularly those who are new to management and may not understand the political nature of organisations, including their own.

You'll Need:
Post-it notes, marker pens, a flipchart and copies of the handout provided.

Notes:
This is the first in a series of three modules examining influence, power and politics. It can be used on its own as a short session or with the other two to form a complete half day programme.

Politics is often seen as a ‘dirty word’ by many people, or as one in which they have no interest. The purpose of this module is for the participants to recognise that divorcing themselves from politics is a decision that could affect them adversely – and is, in itself, a political act. To influence the direction an organisation is taking means people taking part in politics.

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Influence 2 - Sources of Power

Time:
In total we estimate this exercise will take 50 minutes.

Aims:
• To enable participants to understand what power is and where it comes from.

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 enable participants to understand what power is and where it comes from.

Group Size:
This module is suitable for use with groups of up to about 20 participants. It tends not to work well with very small groups.

Useful For:
All managers, but particularly those who are new to management and may not understand that power comes from many different sources, not just authority.

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

Notes:
This is part two of three modules looking at influence, politics and power. It can be run on its own or combined with the other two modules to make a complete half day programme.

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Influence 3 - Profile of Power

Time:
In total we estimate this exercise will take 50 minutes.

Aims:
• To allow participants the opportunity to identify their own sources of power, to know which they need to develop and to have an action plan for doing this.

About

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 allow participants the opportunity to identify their own sources of power, to know which they need to develop and to have an action plan for doing this.

Group Size:
This module is suitable for use with groups of up to about 20 participants.

Useful For:
All managers but especially those who are new to the management role and may feel that they have little power of their own to allow them to accomplish results.

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

Notes:
This module is the third in a series looking at influence, power and politics. Whilst this module can be run on its on, it will have more effect if used as a follow on to the work done in Influence 2 - Sources of Power.

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Introduction to Transactional Analysis

Time:
In total we estimate this exercise will take 65 minutes.

Aims:
• To provide participants with a way of understanding behaviour and improving communication.
• To provide a very basic introduction to transactional analysis.

About

Time:
The exercises in this module will take about 45 minutes to complete. In total, allowing for discussion, we recommend allowing 65 minutes to complete this module.

Aims:
• To provide participants with a way of understanding behaviour and improving communication.
• To provide a very basic introduction to transactional analysis.

Group Size:
This module is suitable for use with groups of up to 25 participants.

Useful For:
Staff up to junior managers.

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

Notes:
This module is intended to provide a very simple introduction to transactional analysis, a theory developed by Eric Berne in the 1950s. If you are not familiar with transactional analysis you will need to read through all the notes carefully plus the additional material in the handout. Go through the exercises on your own first so that you can see the rationale. If you have time, try to observe the different types "in play" in your own interactions with people.

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Island of Opportunity - A Test of Negotiation Skills

Time:
In total we estimate this exercise will take 75 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.

About

Time:
This game can be played in about 70 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 game involves participants working individually (or in pairs) representing one of 3 or, ideally 4 tribes. So each game requires a minimum of 3 participants and a maximum of 8. You can have several games running concurrently alongside each other.

Useful For:
Staff at all levels who are involved in negotiating but managers in particular.

You'll Need:
• An island map for each group of 3 or 4 tribes and ideally they should be A3 or larger and laminated.
• A different brief for each tribe.
• Chinagraph pencils (or similar) and wipes are recommended if your maps are laminated.

Game Packs are now available to buy from
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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.

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Jess Blonde - Tough Negotiations for Senior Managers

Time:
In total we estimate this exercise will take 120 minutes.

Aims:
• To help participants develop their negotiation skills and in particular their ability to establish their needs and wants, and those of the other party, prior to commencing negotiating.

About

Time:
This game can be played in about 90 minutes. In total, allowing for discussion and evaluation, we recommend allowing 120 minutes.

Aims:
• To help participants develop their negotiation skills and in particular their ability to establish their needs and wants, and those of the other party, prior to commencing negotiating.

Skills and Behaviours Tested:
Communication skills, leadership, negotiation, teamwork and collaboration, and problem solving.

Group Size:
This exercise involves participants working in four teams. You’ll need a minimum of 2 participants in each team and a maximum of 6.

Useful For:
Managers, and particularly those at a more senior level.

You'll Need:
• Access to the Internet, to use our online scoring tool, necessary to assess teams’ performances and a printer to provide participants a copy of the results. (Only you will need this, not your participants.)
• Plenty of space. Ideally each of your four teams will have a separate breakout room to work in.
• A calculator for each team.
• Highlighters, pens and pencils for each team.
• A small prize for the winning team.
• A bell (optional) - available to buy from Trainers' Market.

Notes:
The exercise can also be used at the end of a training event focused on negotiation, allowing participants to apply new knowledge and skills.

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Job Application 3 - Completing a Job Application

Time:
In total we estimate this exercise will take 50 minutes.

Aims:
• To provide good practice advice in completing applications for employment.

About

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 provide good practice advice in completing applications for employment.

Group Size:
This module can be used with groups of up to 25 participants.

Useful For:
Staff at all levels especially those returning to work after a career break or job seekers. This module may also be used as a framework for 1:1 coaching sessions.

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

Notes:
This is the third module in the Job Application series of short workshops taking participants through the whole job application process – from selecting the most appropriate jobs to preparing for interview. We recommend at least running the second module of this series (Job Application 2 – Understanding Job Adverts) prior to this one.

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Job Application 4 – The Gentle Art of Writing a CV

Time:
In total we estimate this exercise will take 70 minutes.

Aims:
• To help job applicants write a compelling CV.

About

Time:
The exercise in this module can be completed in about 40 minutes. In total, allowing for discussion, we recommend allowing about 70 minutes for this module.

Aims:
• To help job applicants write a compelling CV.

Group Size:
This module can be used with groups of up to 25 participants

Useful For:
Staff at all levels especially those returning to work after a career break or job seekers. This module may also be used as a framework for 1:1 coaching sessions.

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

Notes:
This is the fourth module in the Job Application series of short workshops taking participants through the whole job application process – from selecting the most appropriate jobs to preparing for interview. It may also be used as a short, stand-alone session.

We’ve provided two alternative briefs for Exercise 1, one for more senior, experienced groups and one for less experienced candidates.

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Jobs! - An Exercise in Negotiation

Time:
In total we estimate this exercise will take 60 minutes.

Aims:
• To consider the importance of understanding needs and feelings of others in negotiation.
• To provide an opportunity for participants to practise overcoming differences.

About

Time:
The exercises in this module will take about 40 minutes to complete. In total, allowing for discussion, we recommend allowing 60 minutes to complete this module.

Aims:
• To consider the importance of understanding needs and feelings of others in negotiation.
• To provide an opportunity for participants to practise overcoming differences.

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 simple exercise demonstrates the need to understand other's perspectives and to work together to find mutually acceptable solutions to shared problems.

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Newspaper Sale - Improving Sales Technique

Time:
In total we estimate this exercise will take 50 minutes.

Aims:
• To provide an opportunity for sales consultants to practise 'selling'.
• To identify areas for improvement in the sales technique employed.

About

Time:
The exercise in this module will take about 30 minutes to complete. In total, allowing for discussion, we recommend allowing 50 minutes to complete this module.

Aims:
• To provide an opportunity for sales consultants to practise 'selling'.
• To identify areas for improvement in the sales technique employed.

Group Size:
This module is suitable for use with groups of up to 15 participants.

Useful For:
Sales staff.

You'll Need:
A selection of local and national newspapers.

Notes:
This module provides a useful follow up to 'Overcoming Sales Blocks'. With experienced staff, you are likely to discover that despite what they identified in that module, they revert to describing features in this exercise, and spend most of the time talking, rather than listening.

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Overcoming Sales Blocks

Time:
In total we estimate this exercise will take 45 minutes.

Aims:
• To identify why potential customers don’t like receiving sales calls.
• To consider the skills that sales consultants will need to use to get their message heard by potential buyers.

About

Time:
The exercise in this module can be completed within 35 minutes if working with a group of 10-12 participants. In total, allowing for discussion, we recommend allowing about 45 minutes for this module.

Aims:
• To identify why potential customers don’t like receiving sales calls.
• To consider the skills that sales consultants will need to use to get their message heard by potential buyers.

Group Size:
This module is suitable for use with groups of up to 15 participants.

Useful For:
Telesales staff.

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

Notes:
This module can be used as an effective introduction to telesales training. You are likely to discover that, having identified the skills they should be using, participants fail to actually apply these in practical ‘role-play’ or simulation type exercises, and instead slip into bad habits.

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Pitfalls and Trampolines - Call Centres and Telesales

Time:
In total we estimate this exercise will take 60 minutes.

Aims:
• To examine common problems/conundrums associated with call centres and telesales and discuss ways of overcoming these.
• To highlight and share best practices and tips for making calls successful.

About

Time:
This game can be played in about 30 minutes. In total, allowing for discussion and evaluation, we recommend allowing 60 minutes.

Aims:
• To examine common problems/conundrums associated with call centres and telesales and discuss ways of overcoming these.
• To highlight and share best practices and tips for making calls successful.

Skills and Behaviours Tested:
Telesales and telephone skills, customer service, communication skills, effective questioning, building rapport, creative thinking and problem solving.

Group Size:
In this exercise participants can play individually, although we recommend they play in pairs/small teams.

Useful For:
Staff at all levels.

You'll Need:
• A counter for every team.
• Dice.
• A 'Pitfalls and Trampolines' game board and a set of Pitfalls cards and Trampoline cards for each game in play.

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Trainers' Market.

Notes:
Pitfalls and Trampolines is a fun board game. It can be used at any point within a training event, but is perhaps most useful as a tool for reviewing key learning points and for sharing knowledge and ideas.

Some of the cards may not be applicable to your participants so, before starting the exercise, review all of the Pitfalls and Trampoline cards and remove any that aren't relevant.

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Pitfalls and Trampolines - Presentation Skills

Time:
In total we estimate this exercise will take 60 minutes.

Aims:
• To examine common problems/conundrums associated with giving presentations and discuss ways of overcoming these.
• To highlight and share best practices and tips for making presentations successful.

About

Time:
This game can be played in about 30 minutes. In total, allowing for discussion and evaluation, we recommend allowing 60 minutes.

Aims:
• To examine common problems/conundrums associated with giving presentations and discuss ways of overcoming these.
• To highlight and share best practices and tips for making presentations successful.

Skills and Behaviours Tested:
Presentation skills, communication skills, influence and persuasion, planning and preparation, creative thinking and audience engagement.

Group Size:
In this exercise participants can play individually, although we recommend they play in pairs/small teams.

Useful For:
Staff at all levels.

You'll Need:
• A counter for every team.
• Dice.
• A 'Pitfalls and Trampolines' game board and a set of Pitfalls cards and Trampoline cards for each game in play.

Complete Game Packs are now available to buy from
Trainers' Market.

Notes:
Pitfalls and Trampolines is a fun board game. It can be used at any point within a training event, but is perhaps most useful as a tool for reviewing key learning points and for sharing knowledge and ideas.

Some of the cards may not be applicable to your participants so, before starting the exercise, review all of the Pitfalls and Trampolines cards and remove any that aren’t relevant.

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Pitfalls and Trampolines - Telesales

Time:
In total we estimate this exercise will take 30 minutes.

Aims:
• To examine common problems/conundrums associated with telesales and discuss ways of overcoming these.
• To highlight and share best practices and tips for making telesales calls successful.

About

Time:
This game can be played in about 30 minutes. In total, allowing for discussion and evaluation, we recommend allowing 60 minutes.

Aims:
• To examine common problems/conundrums associated with telesales and discuss ways of overcoming these.
• To highlight and share best practices and tips for making telesales calls successful.

Skills and Behaviours Tested:
Telesales, communication skills, effective questioning, building rapport, creative thinking and problem solving.

Group Size:
In this exercise participants can play individually, although we recommend they play in pairs/small teams.

Useful For:
Staff at all levels.

You'll Need:
• A counter for every team.
• Dice.
• A 'Pitfalls and Trampolines' game board and a set of Pitfalls cards and Trampoline cards for each game in play.

Complete Game Packs are now half price in
Trainers' Market, but only while stocks last.

A new version of the team game - Pitfalls and Trampolines - Call Centres and Telesales - is now available in Trainers' Library and Game Packs are coming soon.

Notes:
Pitfalls and Trampolines is a fun board game. It can be used at any point within a training event, but is perhaps most useful as a tool for reviewing key learning points and for sharing knowledge and ideas.

Some of the cards may not be applicable to your participants (for example, if your participants sell to non-business customers). Before starting the exercise, run through the cards and remove any that you don’t want to include.

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Powerful Communication - What Listeners Pay Attention To

Time:
In total we estimate this exercise will take 20 minutes.

Aims:
• To help participants understand what listeners actually pay attention to when someone is speaking.
• To provide participants with a self-generated list of the essences of powerful communication.

About

Time:
The exercise in this module can be completed in about 20-30 minutes. In total, allowing for discussion, we recommend allowing about 40-50 minutes for this module.

Aims:
• To help participants understand what listeners actually pay attention to when someone is speaking.
• To provide participants with a self-generated list of the essences of powerful communication.

Group Size:
This module can be used with groups of up to 15 participants.

Useful For:
Staff at all levels.

You'll Need:
• A flipchart and a stopwatch for each trainer.
Stopwatches are available to buy from Trainers' Market.

Notes:
This exercise can be useful in any course on communication skills or presentation skills. It works best at the start of a course as the flipchart that the participants generate can be referred to throughout the rest of the course and added to as other essences of powerful communication appear.

If you have 9-15 participants the exercise works best if you split the group into two teams.

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Selling Change

Time:
In total we estimate this exercise will take 80 minutes.

Aims:
• To consider what needs to be communicated when change is initiated.
• To explore the need to convince those affected by change of the need for change and its urgency.
• To consider methods that can be used to achieve buy-in to change programmes.

About

Time:
This exercise will take about 45 minutes to complete. In total, allowing for discussion, we recommend allowing 80 minutes to complete this module.

Aims:
• To consider what needs to be communicated when change is initiated.
• To explore the need to convince those affected by change of the need for change and its urgency.
• To consider methods that can be used to achieve buy-in to change programmes.

Group Size:
This module is suitable for use with groups of up to 15 participants.

Useful For:
Managers.

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

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Snap! - Introduction to Networking Skills

Time:
In total we estimate this exercise will take 30 minutes.

Aims:
• To build awareness of basic networking skills.
• To provide a model that will help participants get the most from their networking opportunities.
• To provide an opportunity for participants to practise their networking skills.

About

Time:
The exercises 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 build awareness of basic networking skills.
• To provide a model that will help participants get the most from their networking opportunities.
• To provide an opportunity for participants to practise their networking skills.

Group Size:
This module is suitable for use with groups of any size.

Useful For:
Staff at all levels.

You'll Need:
One whole postcard per participant, plus a few spare ones. Select postcards with a variety of images: Countryside, coastal, historic buildings, modes of transport, animals etc.

Notes:
This module is a useful icebreaker for any networking event. It can also be used as an ideal follow-on to 'A Brief Introduction to Networking'.

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Something in Common

Time:
In total we estimate this exercise will take 30 minutes.

Aims:
• To encourage participants to find things they have in common.
• To consider the impact on relationships of finding common ground.

About

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 find things they have in common.
• To consider the impact on relationships of finding common ground.

Group Size:
This module can be used with groups of up to 15 participants.

Useful For:
Staff at all levels.

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

Notes:
This exercise can be used as an icebreaker, and can provide a particularly powerful introduction to sales or negotiation skills courses.

It can also be used as an introduction to equal opportunities and diversity programmes, where it can be used to highlight a potential barrier to equal opportunities.

It can even be used to highlight one barrier to creativity and innovation within organisations.

This is a great exercise for building rapport between participants and is particularly useful with a group that do not know each other very well.

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The 30-Second Sales Pitch

Time:
In total we estimate this exercise will take 45 minutes.

Aims:
• To give participants an opportunity to develop an effective 30-second sales pitch.
• To test the pitch for effectiveness.

About

Time:
The exercise in this module can be completed within 30 minutes. In total, allowing for discussion, we recommend allowing about 45 minutes for this module.

Aims:
• To give participants an opportunity to develop an effective 30-second sales pitch.
• To test the pitch for effectiveness.

Group Size:
This module is suitable for use with groups of up to 25 participants.

Useful For:
Staff at all levels.

You'll Need:

• A stopwatch or timer.

Stopwatches can be purchased from Trainers' Market.

Notes:
This exercise can be used in sales training, or any training where you want to develop participants’ influencing skills.

For example, you might want to end a creative problem solving course by asking participants to develop a 30-second sales pitch for their favourite idea.

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The Anatomy of Conflict

Time:
In total we estimate this exercise will take 60 minutes.

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.

About

Time:
The exercises in this module will take about 40 minutes to complete. In total, allowing for discussion, we recommend allowing 60 minutes to complete 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 is suitable for use with groups of up to 12 participants. It is recommended that you keep the participant group size to twelve or fewer for this module.

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

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

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Brief
Handout
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The Experience of Change - What Does It Feel Like?

Time:
In total we estimate this exercise will take 25 minutes.

Aims:
• To demonstrate the emotions we can experience when going through the process of change and allow participants to explore those feelings in a safe environment.

About

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 the emotions we can experience when going through the process of change and allow participants to explore those feelings in a safe environment.

Group Size:
This module can be used with groups of almost any size.

Useful For:
Staff at all levels.

You'll Need:
• A short sleeved t-shirt to use in the demonstration.
• A t-shirt for each of your participants. (We suggest asking them to each bring a t-shirt of their own.)
• Flipchart paper and pens.

Notes:
You will need to spend time practising the t-shirt folding yourself prior to running this exercise so that you can demonstrate the technique quickly and effectively. It should only take 15-20 minutes practice.

This website is great to help you to learn the technique: www.wikihow.com/Fold-a-T-Shirt-in-Two-Seconds.

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Town Centre Street Names - Negotiation Skills

Time:
In total we estimate this exercise will take 70 minutes.

Aims:
• To provide an opportunity to practice negotiation.
• To illustrate the importance of listening skills.
• To consider the importance of effective questions in order to build an understanding of the other party's perspective.
• To consider the dangers and advantages of pre-meeting meetings.

About

Time:
The exercises in this module will take about 40 minutes to complete. In total, allowing for discussion, we recommend allowing 70 minutes to complete this module.

Aims:
• To provide an opportunity to practice negotiation.
• To illustrate the importance of listening skills.
• To consider the importance of effective questions in order to build an understanding of the other party's perspective.
• To consider the dangers and advantages of pre-meeting meetings.

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 is a practical negotiation exercise, which will require participants to share information, thoughts and feelings effectively and seek consensus.

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Understanding Credibility

Time:
In total we estimate this exercise will take 40 minutes.

Aims:
• To consider the importance of credibility when seeking to influence others.
• To understand the link between perceived expertise, relationships and credibility.
• To provide an opportunity for participants to consider how much credibility they have with those they are seeking to influence.

About

Time:
The exercises in this module will take about 20 minutes to complete. In total, allowing for discussion, we recommend allowing 40 minutes to complete this module.

Aims:
• To consider the importance of credibility when seeking to influence others.
• To understand the link between perceived expertise, relationships and credibility.
• To provide an opportunity for participants to consider how much credibility they have with those they are seeking to influence.

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.

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We Need to Talk - Holding Difficult Conversations

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.

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Who Is Presenting? - An Introduction to Assertiveness/Transactional Analysis

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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