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The ability to plan effectively for the future is crucial for any business if they want a competitive advantage. Strategic thinking helps participants understand the need for long term planning, setting goals and priorities, and identify potential risks and opportunities.

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A Sign of the Times (R)

Time:
In total we estimate this exercise will take 55 minutes.

Aims:
• To encourage participants to think about how they communicate, and what unintentional messages they might be conveying to customers, colleagues and others.
• To demonstrate how words are just the tip of the communication iceberg, and how what lies beneath the service can have a serious, and lasting impact on how others perceive us, and the organisations we work for.
• To demonstrate how brand is affected by every piece of communication leaving the organisation.

About

Time:
The exercise in this module can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 55 minutes for this module.

Aims:
• To encourage participants to think about how they communicate, and what unintentional messages they might be conveying to customers, colleagues and others.
• To demonstrate how words are just the tip of the communication iceberg, and how what lies beneath the service can have a serious, and lasting impact on how others perceive us, and the organisations we work for.
• To demonstrate how brand is affected by every piece of communication leaving the organisation.

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 Activity Link in Trainers’ Library.
• Your Activity Link PIN from the My Account section of the member homepage.

Notes:
This is a powerful exercise that really gets participants to think about the way organisations communicate. It’s a useful addition to any customer service training, but particularly useful 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’s suitable for all types of organisation, including public and charitable bodies.

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).

Downloads

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Trainer Notes (Word)

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Achieving a Shared Vision (R)

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

Aims:
• To identify specific actions that will enable groups to achieve a shared vision.
• To help individuals see how they will contribute to the achievement of a shared vision.

About

Time:
The exercise in this module can be completed in about 60 minutes. In total, allowing for discussion, we recommend allowing about 90 minutes for this module.

Aims:
• To identify specific actions that will enable groups to achieve a shared vision.
• To help individuals see how they will contribute to the achievement of a shared vision.

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 in a team. It is particularly well suited to new teams formed for a fixed period to manage/implement a project.

You'll Need:
• To have pre-prepared a free Jamboard for the session. There is guidance to help you.

Notes:
This module allows the group to share and develop ideas for achieving their shared vision.

The group need to be clear about what their vision is. If they’re not, we recommend using Creating a Shared Vision first.

You will need to pre-prepare a PowerPoint slide to display at the start of the exercise reminding them of their vision statement.

This is a long session for Remote Delivery, so we suggest taking a 15-20 minute break in the middle where indicated in the notes.

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).

Downloads

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Trainer Notes (Word)

Counts as 1 download.

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Brand Reflection - How are we seen?

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

Aims:
• To reflect on how a team or organisation is viewed by its employees and customers.
• To consider a team or organisation’s strengths and weaknesses.
• To generate discussion about how to develop strengths and overcome weaknesses.

About

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 reflect on how a team or organisation is viewed by its employees and customers.
• To consider a team or organisation’s strengths and weaknesses.
• To generate discussion about how to develop strengths and overcome weaknesses.

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

Useful For:
Managers at all levels and/or their teams.

You'll Need:
• The Activity Link provided 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).

Downloads
Available to Essential
Trainer Notes
PowerPoint
Activity Link

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Trainer Notes (Word)

Counts as 1 download.

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Building an Understanding of Delegation

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

Aims:
• To help participants understand the nature of delegation, why it’s important and the opportunities it presents.
• To encourage participants to begin to think about what effective delegation looks like.

About

Time:
The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.

Aims:
• To help participants understand the nature of delegation, why it’s important and the opportunities it presents.
• To encourage participants to begin to think about what effective delegation looks like.

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:
• At least some of your participants will need access to PowerPoint and basic knowledge of how to use PowerPoint.

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).

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

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Creating a Shared Vision (R)

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

Aims:
• To agree what success looks like for everyone.
• To establish effective working relationships within groups or teams.
• To create a vision statement for the team.

About

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 agree what success looks like for everyone.
• To establish effective working relationships within groups or teams.
• To create a vision statement for the team.

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 in a team. It is particularly well suited to new teams formed for a fixed period to manage/implement a project.

You'll Need:
• To have pre-prepared a free Jamboard for the session. There is guidance to help you.

Notes:
This module allows the group to share ideas and agree some common aims and values before creating a shared vision. It can be used as a stand-alone activity or combined with others to form a longer event. The module Achieving a Shared Vision naturally leads on from this module.

If you have fewer than 6 participants, split the group into 2 teams and create a Jamboard that has just two columns rather than three.

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).

Downloads
Available to Essential
Trainer Notes
Trainer Handout

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Trainer Notes (Word)

Counts as 1 download.

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Employee Engagement 1 - What’s in it for Me? (R)

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

Aims:
• To introduce managers to the subject of employee engagement.
• To consider the differences between staff satisfaction, motivation and employee engagement.
• To help managers begin to understand why employee engagement is central to being a successful manager.

About

Time:
The exercise in this module can be completed in about 40 minutes. In total, allowing for discussion, we recommend allowing about 75 minutes for this module.

Aims:
• To introduce managers to the subject of employee engagement.
• To consider the differences between staff satisfaction, motivation and employee engagement.
• To help managers begin to understand why employee engagement is central to being a successful manager.

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

Useful For:
Participants with managerial responsibility (or those who will have imminently.)

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

Notes:
This module includes an activity to be completed after the live session. If you’re running other Employee Engagement sessions, you may be able to use them to review and check progress on the action plans.

As this is quite a long session, you might wish to add a 10-15 minute break where indicated in the notes.

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).

Downloads

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Trainer Notes (Word)

Counts as 1 download.

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Home Working - The Business Case for Major Change

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

Aims:
• To identify the financial, environmental and time costs incurred by commuting.
• To identify how home working could benefit employees, employers and society.

About

Time:
The exercise in this module can be completed in about 35 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.

Aims:
• To identify the financial, environmental and time costs incurred by commuting.
• To identify how home working could benefit employees, employers and society.

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

Useful For:
Managers and anyone interested in promoting home working as part of a long-term strategy within their organisations.

You'll Need:
• Your participants to bring a sheet of blank A4 paper and some coloured pens/crayons/pencils to the 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 (required).
• Breakout Rooms (required).

Downloads

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Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

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Influence and Persuasion - The Political Games People Play (R)

Time:
In total we estimate this exercise will take 40 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, 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 20 minutes. In total, allowing for discussion, we recommend allowing about 40 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, so need to know the games in which they may – deliberately or inadvertently – be playing.

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

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

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

Notes:
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 gain a more rounded understanding of what politics really means, and the importance politics play in influence and persuasion.

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.

Downloads

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Trainer Notes (Word)

Counts as 1 download.

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Internal Service Chain - Practical Application

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

Aims:
• To give participants the opportunity to map a real internal service chain and identify critical internal relationships.

About

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 give participants the opportunity to map a real internal service chain and identify critical internal relationships.

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

Useful For:
Staff at all levels.

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

Notes:
This follow on to Internal Service Chain – The Garden Studio, is designed for use where participants work for the same organisation and provides a practical application of the learning from that 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 - unless working with a group of 6 or fewer).

Downloads
Available to Essential
Trainer Notes
PowerPoint

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Trainer Notes (Word)

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Internal Service Chain - The Garden Studio

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

Aims:
• To explore the concept of an internal service chain.
• To give participants the opportunity to map an internal service chain and identify critical internal relationships.

About

Time:
The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.

Aims:
• To explore the concept of an internal service chain.
• To give participants the opportunity to map an internal service chain and identify critical internal relationships.

Group Size:
This module can be used with groups of between 8 to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Staff at all levels, including managers and senior managers.

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

Notes:
This activity uses functionality available in Zoom, which may not be available in other solutions – specifically the ability to move participants from one breakout room to another.

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).

Downloads
Available to Essential
Trainer Notes
PowerPoint
Activity Link

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Trainer Notes (Word)

Counts as 1 download.

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Planning an Improvement

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

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.

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 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).

Downloads

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Trainer Notes (Word)

Counts as 1 download.

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The Brainstorm Bench (R)

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

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.

About

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).

Downloads

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Trainer Notes (Word)

Counts as 1 download.

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The Change Journey - What to Do When Change Really Hurts (R)

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

Aims:
• To describe the change curve.
• To consider strategies for working through the change curve journey.

About

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 describe the change curve.
• To consider strategies for working through the change curve journey.

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

Useful For:
All staff, including managers.

You'll Need:
• Article - When Change Really Hurts, available in the Articles section of Trainers’ Library.

Notes:
This can be a challenging session to run so it’s important that you feel confident in your knowledge and have lots of information to add if the group clams up. Apart from the article that you need for the session, you may also find it useful to read those by Damian Hughes and Martin Haworth, also available in the Articles section of Trainers’ Library.

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.

Downloads
Available to Essential
Trainer Notes
PowerPoint

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

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The E-Card Factory - Balancing Business with Values

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

Aims:
• To encourage participants to think about whether staff are engaged with the values of the organisation they work for.
• To reflect on how shared values and a Balanced Business Scorecard approach can build employee engagement.
• To demonstrate how values can drive innovation and performance.

About

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 encourage participants to think about whether staff are engaged with the values of the organisation they work for.
• To reflect on how shared values and a Balanced Business Scorecard approach can build employee engagement.
• To demonstrate how values can drive innovation and performance.

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

Useful For:
All staff, but particularly those with managerial responsibility.

You'll Need:
• Staff will need access to PowerPoint or a similar application and have the basic skills required to use it.

Notes:
You can use the five values we’ve suggested for the exercise, or you can use your own organisation’s vision and values. However, we strongly recommend limiting the number of values used in this exercise to 6 or fewer. If the organisation you’re working with doesn’t have a concise set of values, you could use an exercise like ‘Feelings Cards’ to generate discussion and identify some core values for the future.

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).

Downloads
Available to Essential
Trainer Notes
E-Card Template
PowerPoint

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Trainer Notes (Word)

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Trouble at the Inn - Managing Poor Performance (R)

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

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.

About

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).

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

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