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Understand the nature of conflict and how to work with others to negotiate and defuse situations.

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Assertiveness – How Will You Handle It?

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

Aims:
• To provide an opportunity to explore a variety of situations experienced during the working day and consider how best to handle each one assertively.

About

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

Aims:
• To provide an opportunity to explore a variety of situations experienced during the working day and consider how best to handle each one assertively.

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

Useful For:
Staff up to managerial level.

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

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

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Assumptions - The Witches of Glum

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

Aims:
• To understand the importance of listening skills.
• To illustrate the dangers of making assumptions.
• To provoke discussion about prejudices and stereotypes.

About

Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 25 minutes for completion.

Aims:
• To understand the importance of listening skills.
• To illustrate the dangers of making assumptions.
• To provoke discussion about prejudices and stereotypes.

Group Size:
Suitable for use with groups of almost any size. This module is also suitable for remote/virtual delivery – see separate note.

You'll Need:
• Pens and paper for every participant.
• The audio recording of the story, which can be streamed from Trainers’ Library if you prefer not to read it aloud yourself.

Notes:
If reading the story to participants, we suggest that you rehearse reading the story aloud a few times prior to delivery.

This module has been endorsed by Show Racism the Red Card. For more information about the great work this charity is doing to educate against racism, visit www.theredcard.org.

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

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At a Crossroads - Board Game for Trainers

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

Aims:
• To explore some of the challenges participants will face as a trainer and encourage trainers to reflect on how they’d approach them.

About

Time:
The exercise in this module can be completed in about 60 minutes. In total, allowing for discussion, we recommend allowing about 75 minutes for this module.

Aims:
• To explore some of the challenges participants will face as a trainer and encourage trainers to reflect on how they’d approach them.

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

Useful For:
New trainers or those looking to build their skills and review challenges they might face or have faced.

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

Notes:
This exercise is suitable for use with groups of up to 18 participants. It is run as a competitive game, which is a race to the finish and played in teams of two or three players. We do not recommend having teams with more than three participants.

All the scenarios contained in the cards are based on actual experiences faced by trainers.

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

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Changing Perceptions and Emotions

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

Aims:
• To raise participants’ awareness of how their perceptions of situations influence their emotions and behaviour.
• To describe the types of unhelpful thinking we can identify in our perceptions.
• To provide an opportunity to identify how to change unhelpful thinking in a situation of the participant’s choosing.

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 raise participants’ awareness of how their perceptions of situations influence their emotions and behaviour.
• To describe the types of unhelpful thinking we can identify in our perceptions.
• To provide an opportunity to identify how to change unhelpful thinking in a situation of the participant’s choosing.

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

Useful For:
Staff at all levels.

You'll Need:
• Flipchart and at least 4 post-it notes per participant.

Notes:
The modules Managing Emotions and Difficult People – And How to Deal with Them are complementary to this module and can be combined with it to make a longer session. This module can be used as part of a course on managing or preventing stress. It can also be useful in courses on communication or negotiation, or presentation skills, where participants’ emotions and perceptions may influence their performance.

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Dealing with Aggressive Behaviour

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

Aims:
• To help participants develop guidelines for dealing assertively with aggressive behaviour.
• To encourage participants to develop and demonstrate one appropriate and one inappropriate response to aggressive behaviour.

About

Time:
The exercise in this module can be complete within 25 minutes. In total, allowing for discussion, we recommend allowing 50 minutes to complete the module.

Aims:
• To help participants develop guidelines for dealing assertively with aggressive behaviour.
• To encourage participants to develop and demonstrate one appropriate and one inappropriate response to aggressive behaviour.

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

Useful For:
Staff at all levels.

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

Notes:
We recommend using this module only when participants are able to recognise the difference between aggressive, submissive and assertive behaviour. (See the module, What is Assertiveness?). This module has two alternative handouts – one with work based scenarios to discuss, and one with non-work based scenarios.

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

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Difficult Conversations - And How to Plan for Them

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

Aims:
• To show participants a five-step model that will help them establish the need for a difficult conversation and plan for a successful outcome.

About

Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 45 minutes for this module.

Aims:
• To show participants a five-step model that will help them establish the need for a difficult conversation and plan for a successful outcome.

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

Useful For:
Anyone.

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

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

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Handout
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Difficult People - And How to Deal with Them

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

Aims:
• To enable participants to increase awareness of their emotional reaction to other people’s behaviour and how to deal with people they find ‘difficult’.

About

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

Aims:
• To enable participants to increase awareness of their emotional reaction to other people’s behaviour and how to deal with people they find ‘difficult’.

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

Useful For:
Staff at all levels.

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

Notes:
The modules Managing Emotions and Changing Perceptions and Emotions are complementary to this module and can be combined with it to make a longer session.

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

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Handout
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Disciplinary Part 1 - Investigations

Time:
In total we estimate this exercise will take 150 minutes.

Aims:
• To enable participants to understand how investigations into an alleged disciplinary or grievance should be carried out.

About

Time:
The exercise in this module can be completed in about 90 minutes. In total, allowing for discussion, we recommend allowing about 150 minutes for this module.

Aims:
• To enable participants to understand how investigations into an alleged disciplinary or grievance should be carried out.

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

Useful For:
All managers.

You'll Need:
• Copies of your internal investigating/disciplinary procedures if you are using these.
• Copies of the ACAS Code of Practice Disciplinary and Grievance Procedure if you are using this – available as a free download from http://www.acas.org.uk.

Notes:
In this module, participants carry out an investigation into an alleged disciplinary offence and make a decision about what to do next.

We recommend that you follow it up with the module Disciplinary Part 2, which uses the same scenario and deals with what happens after the investigation is completed.

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Disciplinary Part 2 - After the Investigation

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

Aims:
• To enable participants to know how to plan, run and provide a fair outcome for a disciplinary meeting.

About

Time:
The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 75 minutes for this module.

Aims:
• To enable participants to know how to plan, run and provide a fair outcome for a disciplinary meeting.

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

Useful For:
Anyone who is responsible for the performance of others at work. It will also be useful for those who may have to chair disciplinary meetings.

You'll Need:
• Copies of your internal investigating/disciplinary procedures if you are using these.
• Copies of the ACAS Code of Practice Disciplinary and Grievance Procedure if you are using this – available as a free download from http://www.acas.org.uk.

Notes:
This module can only be run as a follow up to Disciplinary - Part 1.

It is suitable for large and small companies.

The answers provided here reflect the legal minimum for the UK. You may want to amend/add to these answers in the light of your country’s legal requirements or your organisation’s policies.

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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 80 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 25 participants.

Useful For:
Staff at all levels.

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

Notes:
This module forms Part 2 of a two-part introduction to emotional intelligence. This part examines interpersonal intelligence – being able to distinguish other people’s emotions, moods and temperaments.

Part 1 looks at intra-personal intelligence - self-awareness and the ability to notice and regulate or manage our own emotional state or mood.

This module can also be used alone, for example as part of a customer service skills course, to explore the importance and value of empathy as a skill.

Before using this module 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 Trainer’s Library useful for this.

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

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Facing up to Challenges - Assertiveness Role-Play

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

Aims:
• To provide participants with an opportunity to practise responding assertively to a range of situations.

About

Time:
This exercise will take about 70 minutes to complete. In total, allowing for discussion, we recommend allowing 90 minutes to complete this module.

Aims:
• To provide participants with an opportunity to practise responding assertively to a range of situations.

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

Useful For:
Staff at all levels.

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

Notes:
This activity is designed to be used as a conclusion to training around assertive behaviour. It provides participants with an opportunity to practise responding assertively to a range of situations - whether it's with managing upwards, dealing with peers and colleagues or in personal situations.

This exercise is easily adapted and can be used in a variety of ways depending on your participants and the time available. For example, you can run it:

• As a small group discussion.
• As a role-play exercise with 2 participants role-playing and an observer giving feedback.
• By asking each participant to work on one scenario and then role-play it with the trainer with feedback from the rest of the group.

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

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Handout
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Fight, Flight or Friendship? - Approaches to Managing Conflict

Time:
In total we estimate this exercise will take 135 minutes.

Aims:
• To enable participants to identify different approaches that can be used to manage conflict.
• To explain the advantages and disadvantages of five key approaches used in managing conflict.
• To identify when it is appropriate to use the various approaches.

About

Time:
The exercises in this module will take about 90 minutes to complete. In total, allowing for discussion, we recommend allowing 135 minutes to complete this module.

Aims:
• To enable participants to identify different approaches that can be used to manage conflict.
• To explain the advantages and disadvantages of five key approaches used in managing conflict.
• To identify when it is appropriate to use the various approaches.

Group Size:
This module is suitable for use with groups of up to 15 participants. The exercises work best with groups of 10 or fewer.

Useful For:
Staff who need to manage conflict and interpersonal relationships.

You'll Need:
• Break-out rooms.

Notes:
It is recommended that you keep the participant group size to 10 or fewer for this module.

This module can be used as a stand-alone module or as a follow on to The Anatomy of Conflict.

The module is comprised of two exercises. Depending on your needs these can be run as two separate 'mini-modules'.

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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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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.

Endorsed by The National Association of School-Based Teacher Trainers, NASBTT.

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

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Island of Opportunity - A Test of Negotiation Skills

Time:
In total we estimate this exercise will take 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.

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.


Notes:
It’s best to run this exercise module without too much explanation.

This exercise has many different potential solutions – the learning comes from the experience of trying to find one that all parties can agree to.

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

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Land of the Nutritos - Experiences of Minority Groups

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

Aims:
• To help participants to consider how it feels to be different from the majority.
• To encourage understanding of the sources of prejudicial feelings and ways of behaving that can make others feel uncomfortable.

About

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

Aims:
• To help participants to consider how it feels to be different from the majority.
• To encourage understanding of the sources of prejudicial feelings and ways of behaving that can make others feel uncomfortable.

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

Useful For:
Staff at all levels.

You'll Need:
• To practise reading the scenario through several times to familiarise yourself before the session. (If your level of membership allows, there is an audio recording of the scenario in Trainers’ Library that you can use if you prefer not to read it aloud yourself.)

Notes:
This exercise uses an imaginative method for raising awareness of prejudice and really gets participants thinking.

It is important to use this activity within a diversity course in which ground rules of showing respect for individual opinions and experiences have been established. The content is potentially sensitive and it is important that the trainer monitors conversations during the group work to pick up on any intrusive questioning of minorities within the group, which could mirror the unhelpful behaviour described in the imaginary scenario.

The module consists of four activities:

Part 1:
1) Reading/Playing the scenario.
2) Discussion of the experience of imagining yourself into the scenario.
3) Input on where the attitudes and feelings may come from and the unhelpful behaviours that may follow.

Part 2:
4) Discussion in groups of what the two sets of people in the scenario could do to encourage acceptance and integration.

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

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Managing Emotions

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

Aims:
• To identify the management of emotions as a skill of emotional intelligence.
• To increase participants awareness of how emotions affect behaviour.
• To enable participants to describe strategies for taking control of emotion in themselves and others.

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 the management of emotions as a skill of emotional intelligence.
• To increase participants awareness of how emotions affect behaviour.
• To enable participants to describe strategies for taking control of emotion in themselves and others.

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

Useful For:
Staff at all levels.

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

Notes:
The modules Difficult People and Changing Perceptions and Emotions are complementary to this module and can be combined with it to make a longer session.

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Miss-Communication

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

Aims:
• To show participants how we all interpret information differently.

About

Time:
The exercise in this module can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 45 minutes for this module.

Aims:
• To show participants how we all interpret information differently.

Group Size:
This module 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 is a fun way to explore how we all see things differently. We recommend a minimum of 5 participants for this activity to work well.

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

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Negotiation Based On Position

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

Aims:
• To examine the practices currently adopted by participants when placed in a negotiation situation.
• To identify some of the common misconceptions regarding 'successful negotiations'.
• To identify the characteristics of position based negotiation.
• To identify common forms of psychological warfare.

About

Time:
The exercises in this module will take about 30 minutes to complete. In total, allowing for discussion, we recommend allowing 60 minutes to complete this module.

Aims:
• To examine the practices currently adopted by participants when placed in a negotiation situation.
• To identify some of the common misconceptions regarding 'successful negotiations'.
• To identify the characteristics of position based negotiation.
• To identify common forms of psychological warfare.

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

Useful For:
Team leaders and above.

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

Notes:
This is a useful introduction to any training where you are looking to develop relationship based negotiation skills. It illustrates the limitations of the typical traditional approach to negotiation.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library called Negotiation - Shared Challenge or Competition?

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Questions to Probe, Explore and Challenge

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

Aims:
• To demonstrate the importance of open questions when exploring problems.
• To encourage participants to identify effective open questions for challenging blocks and assumptions.

About

Time:
The exercise 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 importance of open questions when exploring problems.
• To encourage participants to identify effective open questions for challenging blocks and assumptions.

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

Useful For:
Supervisors and above.

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

Notes:
Participants will need to be aware of question types and be able to recognise the difference between open, closed, leading and hypothetical questions. A module that explains different types of questions, 'Types of Question', can be found in Trainers' Library, under Course Modules/Communication Skills.

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

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Restaurant Revolution - Teamwork and Conflict Resolution

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

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

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

Group Size:
This module can be used with groups of up to 15 participants. Ideally, you'll have at least 6 participants though so that you can create 3 teams of 2 or more.

Useful For:
Anyone who needs to work with other teams and/or manages conflict or misunderstanding across teams.

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

Notes:
This exercise was generously donated to Trainers’ Library by Andrew Kitton of AKF Training and was developed following attendance on our Trainers’ Masterclass, ‘Using Metaphor to Ignite Learning’.

The activity in this exercise consists of three short team exercises that progress the teams from conflict to understanding and resolution.

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

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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.

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

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

Notes:
It is recommended that you keep the participant group size to twelve or fewer for this module.

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

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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.

Remote/Virtual Delivery:
Due to the length of this module, we’ve broken it down into a series of activities for Remote Delivery – Difficult Conversations 1-4.

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Why Do I Always Get Them? - Notes Supporting the Glasstap Film

Time:
In total we estimate this exercise will take 115 minutes.

Aims:
• To encourage participants to consider the difference between good and bad customer service.
• To encourage participants to consider the behaviours that those who deliver good customer service demonstrate.
• To consider strategies for avoiding or managing customer conflict.

About

Time:
The exercise in this module can be completed in about 60 minutes (including the time required to view the training film). In total, allowing for discussion, we recommend allowing about 115 minutes for this module.

Aims:
• To encourage participants to consider the difference between good and bad customer service.
• To encourage participants to consider the behaviours that those who deliver good customer service demonstrate.
• To consider strategies for avoiding or managing customer conflict.

Group Size:
This module can be used with groups of up to about 15 participants, as long as suitable facilities are available to give everyone a clear view of the training video.

Useful For:
Anyone in a customer facing role.

You'll Need:
• A computer with internet connection and a means of connecting to a screen.

Notes:
This module is designed to accompany the Glasstap film, ‘Why Do I Always Get Them?’

This exercise involves a look at customer service, particularly in relation to face-to-face contact, managing difficult situations and conflict.

If your level of membership doesn’t include the option to stream this video, you can purchase a a DVD from Trainers' Library.

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

Downloads

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Trainer Notes (Word)

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Yes But, No But! - Seeking Win-Win in Day-to-Day Situations

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

Aims:
• To encourage participants to consider whether they naturally tend towards aggressive, submissive or assertive behaviour.
• To encourage participants to consider their reasons for choosing particular responses in common situations.
• To encourage participants to reflect on the reasons for others choosing aggressive, submissive or assertive behaviour.

About

Time:
This exercise will take about 30 minutes to complete (longer for large groups). In total, allowing for discussion, we recommend allowing 40 minutes to complete this module.

Aims:
• To encourage participants to consider whether they naturally tend towards aggressive, submissive or assertive behaviour.
• To encourage participants to consider their reasons for choosing particular responses in common situations.
• To encourage participants to reflect on the reasons for others choosing aggressive, submissive or assertive behaviour.

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

Useful For:
Staff at all levels.

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

Notes:
Prior to running the exercise, print off one set of question cards for each team that you'll have, and enough answer cards to be able to give each participant one set of each: Yes, No, But, If, Unless, Because.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library - Yes But, No But! - Struggles with Assertiveness.

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

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