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Internal Customer Care Icebreakers and Energisers

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Outstanding customer care, whether internal or external, is simply good business and providing excellent service to external customers is dependent upon effective internal customer service. Our activities help participants understand the importance of excellent communication and a shared vision to enable everyone to work cooperatively and productively together to achieve common goals.

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Anagram Line up!

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

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

About

Time:
This exercise will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 20 minutes for completion.

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

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

Useful For:
All participants.

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

Notes:
This simple activity is one you can return to several times in your training to demonstrate the principles of continuous improvement.

Provided you have more than one team, this activity adds an extra dimension to the remote delivery module, ‘Hands up, Line up!’ by encouraging participants to reflect on how a silo mentality might impact continuous improvement.

Remote/Virtual Delivery:
The Remote Delivery version of this module available in Trainers’ Library is called ‘Hands up, Line up!’.

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Course Introduction - A Basic Introduction to Training Events

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

Aims:
• To welcome the participants.
• To introduce the facilitator(s) and participants to each other.
• To introduce the facilities.
• To agree the course objectives and timetable.

About

Time:
This exercise will take about 25 minutes to complete. In total, allowing for discussion, we recommend allowing 30 minutes for completion.

Aims:
• To welcome the participants.
• To introduce the facilitator(s) and participants to each other.
• To introduce the facilities.
• To agree the course objectives and timetable.

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

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

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Handout
Handout (Word)

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Creative Connections - Me, Myself and I

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

Aims:
• To allow participants to articulate their own ideas about their strengths and what they can bring to the group.
• To understand how others in the group think of themselves and their strengths.

About

Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 20 minutes for completion.

Aims:
• To allow participants to articulate their own ideas about their strengths and what they can bring to the group.
• To understand how others in the group think of themselves and their strengths.

Group Size:
Suitable for use with groups of almost any size.

You'll Need:
• A box of random items – enough to give every participant a choice.

Notes:
This is a great exercise to use where you want to encourage participants to think creatively.

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Customer Experiences 1

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

Aims:
• To encourage participants to consider their experiences as a customer.
• To identify ways in which poor customer service could have been improved.
• To briefly consider the impact of poor customer service.

About

Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 20 minutes for completion.

Aims:
• To encourage participants to consider their experiences as a customer.
• To identify ways in which poor customer service could have been improved.
• To briefly consider the impact of poor customer service.

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

You'll Need:
• A series of cards (or pieces of paper); some need to be marked with a cross, others with a tick and the rest with a dash (-). You will need one card for each participant.

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Customer Experiences 2

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

Aims:
• To consider the impact poor customer service can have on an organisation's reputation.

About

Time:
This exercise will take about 10 minutes to run. In total, allowing for discussion, we recommend allowing 20 minutes for completion.

Aims:
• To consider the impact poor customer service can have on an organisation's reputation.

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

You'll Need:
Flipchart paper and pens.

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Describing Your Glass - Optimism vs Pessimism

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

Aims:
• To explore the difference between optimistic and pessimistic behaviour.
• To understand the kind of actions to take in order to be more optimistic.

About

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

Aims:
• To explore the difference between optimistic and pessimistic behaviour.
• To understand the kind of actions to take in order to be more optimistic.

Group Size:
Can be used 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 can be run on its own or as a follow on to The Charity Challenge.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

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Flenda’s Tale - Understanding Our Impact on the Behaviour of Others

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

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

About

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

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

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

Useful For:
Everyone who interacts with others at work.

You'll Need:
• 2 different colour pens for each participant (to complete the handout).

Notes:
A great exercise to demonstrate our role in conflict with others. It’s designed to help anyone reflect on how to improve their workplace relationships, not just those who are in conflict. It is also a useful addition to Emotional Intelligence training.

We do recommend that you practice reading Flenda’s Tale aloud a couple of times before using this exercise.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

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Introductions - Learning About Other Participants

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

Aims:
• To encourage participants to share information about themselves.
• To build rapport among participants.
• To start to identify core communication skills.
• To explore the use of the communication loop.

About

Time:
This exercise will take about 25 minutes to complete. In total, allowing for discussion, we recommend allowing 30 minutes for completion.

Aims:
• To encourage participants to share information about themselves.
• To build rapport among participants.
• To start to identify core communication skills.
• To explore the use of the communication loop.

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

You'll Need:
• You might find it useful to pre-prepare a flipchart with the questions participants will be answering written on it.

Notes:
This exercise takes longer to run with larger groups.

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Handout
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My Role in the Team - Work v Home

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

Aims:
• To explore how participants perceive their role in the team and if they adopt a similar approach away from work.
• To explore how their colleagues perceive their own roles in the team and if this differs away from work.
• To understand the importance of diversity of skills and abilities within a successful team.

About

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

Aims:
• To explore how participants perceive their role in the team and if they adopt a similar approach away from work.
• To explore how their colleagues perceive their own roles in the team and if this differs away from work.
• To understand the importance of diversity of skills and abilities within a successful team.

Group Size:
Suitable for use with pre-existing teams of up to 15 team members.

You'll Need:
• One set of My Role Cards per 8 participants, blu tack and flipchart.

Notes:
This exercise is designed for pre-existing teams, especially if they need to work more effectively together.

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People in a Different Light

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

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

About

Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 20 minutes for completion.

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

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

Useful For:
Staff at all levels.

You'll Need:
• A pen and post-it notes for each participant.

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

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

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Speak Up – Dealing with Conflict

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

Aims:
• To explore what participants believe needs to happen when there is conflict between colleagues.
• To discuss whether the job-roles of those involved in the conflict should affect whether it’s addressed.

About

Time:
This exercise will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 20 minutes for completion.

Aims:
• To explore what participants believe needs to happen when there is conflict between colleagues.
• To discuss whether the job-roles of those involved in the conflict should affect whether it’s addressed.

Group Size:
This module can be used with groups of up to 24 participants.

Useful For:
Anyone.

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

Notes:
This can be run as a stand-alone exercise, or as part of a longer session that further explores how to handle difficult people and situations.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

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Brief 1
Brief 2

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The Art of Teamwork

Time:
In total we estimate this exercise will take 15 minutes.

Aims:
• To explore how participants see their role in the team.
• To allow participants to share what they think they personally contribute to the team.
• To understand the importance of diversity within a successful team.

About

Time:
This exercise will take about 5 minutes to complete. In total, allowing for discussion, we recommend allowing 15 minutes for completion.

Aims:
• To explore how participants see their role in the team.
• To allow participants to share what they think they personally contribute to the team.
• To understand the importance of diversity within a successful team.

Group Size:
Can be used with groups of up to 24 participants.

Useful For:
Pre-existing teams.

You'll Need:
• Flipchart paper and pens for each participant.

Notes:
This exercise is designed for pre-existing teams, and especially those that may need to work more effectively together.

If you have more than 10 participants, you may need to allow extra time for this activity.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

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The Charity Challenge - How Attitude Impacts Success

Time:
In total we estimate this exercise will take 15 minutes.

Aims:
• To explore what it feels like when a colleague adopts a pessimistic attitude.
• To understand how pessimism can impact the likelihood of success.

About

Time:
This exercise will take about 5 minutes to complete. In total, allowing for discussion, we recommend allowing 15 minutes for completion.

Aims:
• To explore what it feels like when a colleague adopts a pessimistic attitude.
• To understand how pessimism can impact the likelihood of success.

Group Size:
Can be used with groups of up to 25 participants.

Useful For:
Teams.

You'll Need:
• Flipchart paper and a pen.

Notes:
This icebreaker is really only suitable for use when running in-house training with an established team. To make it more credible, we suggest running this activity immediately after a break (and make sure you’re absent from the learners for part of that break). It works best when it is followed up with Describing Your Glass - Optimism vs Pessimism, as that module focuses on the positive steps that can be taken to develop optimism as a skill.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

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The Wheel - The Importance of Teamwork (Icebreaker)

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

Aims:
• To demonstrate the importance of teamwork.
• To show how, by working together, we have the potential to achieve more.
• To encourage participants to consider the dangers of an overly competitive workplace culture.

About

Time:
This exercise will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 20 minutes for completion.

Aims:
• To demonstrate the importance of teamwork.
• To show how, by working together, we have the potential to achieve more.
• To encourage participants to consider the dangers of an overly competitive workplace culture.

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

You'll Need:
• 1 game board, 1 die and 1 counter per team (with up to 8 participants in each team).
• Prizes of wrapped sweets/chocolates.

Notes:
This exercise can be followed by The Wheel - The Importance of Teamwork (Review), found in the Review Activities section of Trainers' Library.

For a more challenging version of the exercise with more in-depth learning there's The Wheel - The Importance of Teamwork, found in the Team Building section of Trainers' Library.

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Where is This Team? (Icebreaker)

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

Aims:
• To encourage the team to think about the team's strengths and weaknesses.
• To identify behaviour that the team needs to change.

About

Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 30 minutes for completion.

Aims:
• To encourage the team to think about the team's strengths and weaknesses.
• To identify behaviour that the team needs to change.

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

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

Notes:
This exercise is designed for teams that normally work together.

Downloads
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Trainer Notes

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