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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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I used this exercise in a workshop with women from a variety of businesses. It got excellent feedback and they thoroughly enjoyed the session. I did cut the discussion time back a bit and this did not have a detrimental effect. The subsequent feedback time really helped all those present and generated even more discussion. I love this session
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Nicola Richardson
rated this item with 5 stars.
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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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One of my favourite sessions to run, it really is very effective as helping delegates consider how their thinking might impact their decisions and to consider any in-built prejudices they might along with helping them re-think their behaviours and approaches. It's simple to deliver and the delegates remember it.
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Yvonne Thompson
rated this item with 5 stars.
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A simple exercise to run with minimal equipment. I ran this with a team experienced in acknowledging and working with differences. However, they were surprised at how easily they still made assumptions and used past experiences, which impacted their ability to decide on the facts. Ideal activity to ad to and ED&I session a the beginning.
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Zoe Horwood
rated this item with 5 stars.
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I have used this resource a number of times over the years. It was particularly well received when delivered to a group of our lawyers and decision makers. Demonstrating the importance of listening and not making assumptions to improve decision making.
It's one of my favourite exercises to deliver!
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Marie Mostaeddi
rated this item with 5 stars.
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I love this exercise and have used it a lot over the years working with all levels in a wide variety of organisations. It's amazing to see how quickly people go to the assumption stage and the discussions are so powerful in highlighting what we need to focus on in our every day - at work AND at home!
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Lottie Skuthe-Cook
rated this item with 5 stars.
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Witches of Glum is one of my most used resources across the whole of Trainers' Library. I use this in many different situations. Listening skills is always good to use this and get everyone up on their feet in a training session and moving about the room as they decide the answers.
It is great for challenging assumptions that people make and works well when using in Equality and Diversity workshops to really get into challenging assumptions in a non confrontational way.
An excellent exercise that is well written and works in many different situations.
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Ric Hayden
rated this item with 5 stars.
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A really versatile exercise that is quick, easy and fun. I have used it in communication courses, management programmes and Diversity sessions. It is a good alternative to the Goldilocks exercise. Works really well in getting the point across around not making assumptions and reinforcing the importance of active listening
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Mike Taylor
rated this item with 5 stars.
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One of my favourite Trainers' Library exercises that never fails to get people thinking, usually in Diversity training. The powerful exercise brings to life how easy it is to make stereotypes and then generates powerful discussion around how this happens in the workplace and the impact it has.
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Emma Wynne
rated this item with 5 stars.
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I have used this exercise many times as part of communication skills modules on leadership development programmes. Although the exercise illustrates the separate topics of the importance of not making assumptions and of active listening, delegates quickly see the link between these and that we all do the aural equivalent of "scan reading" and miss details because we assume.
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Paula Cook
rated this item with 5 stars.
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As well as using this exercise to illustrate assumptions and stereotypes, I use it in my 'Minute Taking with Confidence' course. I read the story and encourage delegates to take notes (perhaps after a session on speed writing). I then quiz them - and many STILL make assumptions even though they've taken notes (eg the King is old). I then get them to analyse what should be included in the Minutes using ABCD eg what's vitally important (the Absolutes), what are the Basics or the Background to the story, what adds Colour to your minutes to bring the story to life - and what can be left out (the Dumps - eg Christina, the wheelchair etc)
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Sally Jones
rated this item with 5 stars.
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What I particularly like about this exercise is that it can be adapted to use in a variety of different sessions. I have already used it as an exercise on assumptions in a module on equality and diversity and I will also be using it in my helpline skills training on effective listening.
The exercise is a fun way to get across an important message, and the recording that is included with the downloads allows the trainer to rest their voice for a short time, which is a bonus for both trainer and trainees in most cases!
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Previous Member
rated this item with 4 stars.
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I love this activity it really increases delegates self-awareness on their listening skills and how easily they can make assumptions.
Before I run this activity I get the delegates to score their current listening skills out of 10, and then once they complete the activity then re look at their score to check this is a fair assessment.
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Jennifer Stevens
rated this item with 4 stars.
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I was planning some team-building activities to incorporate into our Business Skills series. I’ve since trialled your Witches of Glum on a group of B1-C1 level participants (Italian professionals, from the same company). The response was great, stimulated lots of discussion about stereotyping and gave way for a fantastic reflection session. All in English - as our business English courses and workshops always are.
One of the interesting 'take-aways' was that the fear of not understanding every word (the B1s) was greatly reduced as they were told they were going to hear a story. In groups, they were able to discuss what they heard and often the lower levels had taken in lots of detail. The problem with stereotyping also arose - which led into discussion about issues with stereo-typing internal and external clients.
As a trainer, I really enjoyed behind able to pick something up and run with it. It was a great time-saver. I could also work on what the activity could offer much more.
I would probably give the activity a 4.5. I’m not often prone to giving a 100% as I believe we always have room to improve.
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Previous Member
rated this item with 4 stars.
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We tend to train somewhat cynical engineers who really take a lot of engaging in order to deliver any Soft Skills. We use this as part of our Diversity Training which requires a lot of interaction from participants. This activity is great to disarm all participates from a “we know it already” stance to actually join in and actively participating. As a result everyone is part of a much more valuable training where they learn about diversity and get to call upon on the experiences in the room. A great start to a session! Thanks.
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Previous Member
rated this item with 5 stars.
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I use this a lot and it is easy to adapt to sessions on appraisals, feedback, objectivity, diversity and especially good where staff/managers are expected to record summary notes from conversations with customers/staff
One option is to get people to do it in pairs as thing brings in the likelihood that one of the pair had the right answer but was talked out of it despite having 'evidence' written down. (influencing)
It is also quite useful, once they have heard the story, to read all 15 statements as a summary and to ask if it sounds like a fair reflection of the story - most agree it is - then by reviewing each statement, participants see that all but two sentences were accurate.
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Previous Member
rated this item with 5 stars.
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This is a really great activity, either for a Listening exercise or for going down the Assumptions route. Use it for both Health and Safety training and also on the PTLLS course I run. Excellent!!!
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Previous Member
rated this item with 5 stars.
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Terrific. Can be shortened or lengthened as you need. I’ve used it as recommended to explore assumptions in equality settings, but also really well as an icebreaker for an interview skills workshop. Once I’d revealed how badly people listened, we went on to discuss the way some people assume they know what the question is about and don’t listen carefully enough to understand what the interviewer wants. I really liked the audio file, the story was familiar but different enough to be interesting and it made a change than listening to the trainers voice.
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Nicky McCrudden
rated this item with 5 stars.
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Both these modules (Assumptions – The Witches of Glum and Goldilocks – a Listening Exercise) are excellent for demonstrating the need for ‘active’ listening skills and how easy it is to make assumptions and ‘hear’ what you think was said. These modules worked extremely well and prompted lots of interest from the participants and also some key learning points were easily identified. It then required some simple facilitation skills to identify ways to become better listeners and again to highlight some easy steps that everyone could take to improve their skills.
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Previous Member
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We use the witches of glum as a useful exercise in the induction programme. As our company is a financial retail business we deal with all types customers from all walks of life. We teach new starters that they should not make assumptions on a customer’s appearance. Just because they look scruffy doesn’t mean that they may be poor. By reading out the story it is clear that people make assumptions to what the answers should be rather than actually listening to the facts. I then have a discussion with the group asking them why they made the assumptions and it really makes them think about it.
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Previous Member
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Successful eyeopener about the danger of making assumptions. One participant remarked afterwards: "I have just realised what a dreadful listener I am", which was a great learning point for all. However, some of the statements are ambiguous and biased towards eliciting an incorrect "true" answer. For example: "The king was an old man who could no longer walk." Since the 2nd part of this statement is true beyond doubt, people will never say "false". I solved this by reducing the statements to only one fact. Some examples: "The king could no longer walk".
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Previous Member
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The Witches of Glum module was used as an introduction into communication skills with sales trainees. The delegates appreciated the story and questions and quickly learnt through the course about the assumptions they had made and as a result, were easily able to relate this to how they communicate with customers and colleagues. This was an effective module near the beginning of the course; the delegates had an increased awareness of natural assumptions and listening skills which effectively introduced further modules within the course.
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Previous Member
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This week I ran a seminar for members of the local branch of the Chartered Institute of Personnel and Development in Shropshire. The topic for the presentation was “Diversity for Dummies”. This was my first venture into this type of presentation of this topic as I have only recently begun to train in the topic with the Ford Motor Company. As an alternative to risking ‘Death by Powerpoint’ I decided to use “The witches of Glum” as a medium for getting across how easily we drop into making assumptions and the potential impact making those assumptions. I used the exercise exactly as provided and was delighted with the way that those present took to it and enjoyed the different way of making a valuable learning lesson. Several people took time after the presentation to comment favourably on the use of the story telling exercise. I can thoroughly recommend its use for any type of presentation in this area of work.
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Paul Brennan
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The Witches of Glum exercise has been used within our customer service course. It has allowed us to use a fun exercise to identify the pitfalls of assumptions and stereotypical situations. The delegates have found this to be amusing as it is a clear break away from the business theme of other exercises. The trainers notes are very well laid out and it is what all exercises should be, simple and yet effective.
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Previous Member
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I have recently used this exercise to introduce a session on cultural differences as the organisation was transferring its HR shared service to another country. The training itself was quite challenging as it was perceived to be a big change to how our managers currently operate however, I used the exercise to introduce the final part of the day. This made a considerable difference to the atmosphere and energy levels within the group. They began to understand the assumptions we make about other cultures and they became receptive to altering their communication style to ensure their interaction was effective.
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Clare Wilkes
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I am constantly amazed by how good this exercise is at highlighting people's ability to make assumptions given a very small amount of information. I've used this in a number of different sessions where it was important to highlight the amazing ability people have to fill in the gaps of the story with their ideas and remembered bits of old fairy tales. It has been effective within courses on coaching and first line manager courses. I have read the questions out from the materials and this worked just as well as writing them all out on the flip chart. This activity is so popular that staff often ask to do it again at other events.
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Helen Walker
rated this item with 5 stars.
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We are running a series of sessions on HR Skills for Managers , the first of which deals with Managing Diversity Are You a Fair Manager? Having identified what diversity is the trainer asks the delegates to sit back, listen to a story and expect to answer some questions about the subject afterwards. The story is, of course, Assumptions The Witches of Glum. This is a great little exercise that really demonstrates to the delegates how readily assumptions are made and how guilty of it they are. At least 50% of the delegates get less that 50% of the statements right each time we run the session perfectly illustrating the learning point. Give it a go, youll love the results!
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Tracy Croft
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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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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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I used this module while delivering a session on dealing with stress to a group of team leaders and deputy team leaders the exercises in this module worked really well on raising their awareness of how their perceptions of situations influence their behaviour and emotions. They found it useful to identify unhelpful thinking and share ideas on how to change it.
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Shirley Palmer
rated this item with 5 stars.
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Very thorough and easy to use activity to help people to change their perceptions and realise how their perceptions can affect their emotions, behaviour and impact their results.
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Anjana Rajani
rated this item with 4 stars.
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I am going to be using this module in a workshop that I'm running in the new year, to make people more effective at challenging and being assertive, when the need arises. The session is good at getting people to look at how their perceptions influence how they behave, and to overcome unhelpful thinking to achieve a more positive outcome. I would highly recommend it.
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Previous Member
rated this item with 4 stars.
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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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I have used this activity as part of a managing difficult behaviour which is really useful part of the program and demonstrates practical ways of dealing with aggressive behaviour
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Anjana Rajani
rated this item with 4 stars.
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This was a very useful activity for delegates to practice being assertive in potentially difficult situations. The delegates found the ‘fogging technique’ to be a very useful tool for dealing with aggression. I used 4 of the 6 scenarios (2 work-related and 2 personal) and this worked well in the suggested time.
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Roxanne Moran
rated this item with 4 stars.
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I recently used the course module on ‘Dealing with Aggressive Behaviour’ with a group of people who dealt with internal customers. The group found this module really useful and there were several ‘lightbulb’ moments throughout the room specifically with the ‘fogging’ method. This is a really simple, yet effective technique for diffusing situations and my participants were able to relate this directly to the situation they commonly deal with and devise strategies, using this technique of handling these situations more positively in the future. Another cracker from Trainers' Library.
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Previous Member
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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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| A review has not been posted for this item. If you are a member of Glasstap you can submit one using the contact us screen. |
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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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This is a great activity to use for managing difficult people - it really helps managers realise that their behaviour can also be in question - and can turn difficult when dealing with difficult people, brings humour with self realisation and insight - fab simple activity that bings great discussion.
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Anjana Rajani
rated this item with 5 stars.
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I used this module with a group of team leaders on a workshop on dealing with conflict. The delegates enjoyed and benefited from discussing and sharing ideas on how to deal with difficult people. I would recommend this module to anyone running a workshop on managing conflict along side the anatomy of conflict and fight, flight or friendship.
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Shirley Palmer
rated this item with 5 stars.
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I recently used this exercise / module in a Conflict Resolution seminar for social care workers. The exercise was really well received and was great for helping delegates to explore not only what sort of behaviours constitute 'difficult', but also to think 'outside the box' about strategies for dealing with such behaviours.
Robert Corteen
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Robert Corteen
rated this item with 5 stars.
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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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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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| A review has not been posted for this item. If you are a member of Glasstap you can submit one using the contact us screen. |
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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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I used this module following part 1, for a team to be more aware about how their own emotions may affect others, and how they can empathise with each other. One of the learning points that came out was the fact they used these skills with their 'clients' but not with one another. I'm going to use it again as part of a Resilience session.
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Roxanne Moran
rated this item with 5 stars.
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I used this module along with Part 1 Self-Awareness when running a session on emotional intelligence. The empathy exercise in this module worked really well it worked well to discus the difference between empathy and sympathy and how you don't have to agree with someone to be empathetic and what it felt like to get feedback with empathy and then with no empathy. i received some positive feedback following the session.
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Shirley Palmer
rated this item with 5 stars.
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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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I’ve used this activity at the end of training, to practice what has been learned. If I’m stuck for time, I give each delegate a different scenario (depending on group size of course). It helps delegates to see that they CAN be assertive and that it just takes practice and effort, thinking about what they are going to say and how they will approach a situation.
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Roxanne Moran
rated this item with 5 stars.
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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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I used this module along side the anatomy of conflict. The training went really well with positive feedback from the delegates. They all really got into the sketches and enjoyed being able to share ideas on how to deal with conflict within their own teams/department. I would recommend this module to anyone running a workshop on dealing with conflict.
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Shirley Palmer
rated this item with 5 stars.
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Most recent group I worked this exercise with, didn’t like the TK term ‘avoider’ they felt it had very negative connotations and I’ve found that you have to be REALLY careful to ensure that groups don’t ‘stigmatise’ or maintain that one style is better or worse than the others. I was lucky that one organisation I worked with funded their staff to complete the online TK assessment before the course. Then I could group the learners by their most common reaction and get them to look at the pros and cons with people who shared their view. This worked much better than when I’ve asked everyone to review every style. Have to say I haven’t tried the 'sketches' as the group got so 'into' discussing the pros and cons and wanting to explore their own experiences we ran out of time. I like this module and have found it helpful!
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Nicky McCrudden
rated this item with 5 stars.
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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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I used this activity to start to bring together key learnings, it was a follow on from Transactional Analysis, it was a really nice link in terms of the 'How i interact' to the 'Impact I have' with our behaviors being the focus. It linked well as the course was for a Sales audience who rely on relationships but often forgot internal relationships as they are client facing. The positioning at the start set this up nicely and I labored a little more on the fact it doesn't need to be a broken relationships, all relationships can be improved which set a different tone for some, a really nice view which went down well. Some great conversations came from it which we explored in the debrief.
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Kirsty Marshall
rated this item with 5 stars.
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Great example of how changing your own behaviour can impact the behaviours of others. Very impactful exercise.
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Michelle Maidens
rated this item with 5 stars.
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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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Great simple introduction to Transnational Analysis, helping individuals see what their dominant ego state may be and how they communicate may influence a particular response. I have used this for an introduction to management, communication skills and assertiveness courses. I also have two sets of three circles laminated and place them on the floor to get some movement through the ego states - gets people thinking about where they are communicating from and therefore what invitation they are giving others. Simple yet powerful!
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Anjana Rajani
rated this item with 5 stars.
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Straight forward introduction to TA that you can pick up and
run with. The check for
understanding exercise is good as people can ‘see’ TA in action. And the
dominant states exercise was good.
Personally I added a little bit about the functional model
as I find it helps people get their minds around the positive and negative
parent and child states. But that
was easy to add into this activity.
The complementary or crossed communications exercise was helpful, and again
to make it a little more practical I gave them discs and sticks and got them to map out the transactions to
help their thinking process with each example. Found this worked well.
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Nicky McCrudden
rated this item with 4 stars.
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I used this material in a coaching workshop for managers. The exercise was used in the context of giving effective feedback and what problems may occur when our communication style is crossed rather than parallel to the person we’re working with. It is structured such that the topic of transactional analysis is very easy to understand and everyone was able to identify with the states of being an Adult, Child or Parent. It begins with an exercise to consider what your reactions would be in five situations - which you later come back to and label the state in which you responded – many people were surprised that many of their immediate reactions were very much in a Child state! I followed this exercise with a coaching role-play, where the manager had to give feedback to an ‘employee’ about his/her performance which helped the participants to use a more appropriate state when giving feedback.
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Previous Member
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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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I train our new starters to become Recruitment Consultants. I decided to run a group interview evening, using a couple of the Trainers Library sessions. This one was perfect for identifying who got involved in the exercise, who was too eager to take over and those who sat back and let others lead. I used printouts of the map and it worked but I would definitely order the maps next time.
The game was fun and really helped us to identify who to recruit, so I will definitely use it again!
Caroline
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Caroline Kemp
rated this item with 5 stars.
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I love this exercise because after preparing the materials you can almost sit back, relax and watch the complete lack of negotiation skills most people have. I always emphasis at the start how important it is for each tribe to get what they need. Having done that you can guarantee lots of folded arms and shaking of heads. I always make sure that the negotiator is different for each round and that I have plenty of maps available to draw on. Occasionally the result is agreement but I've also had many occasion where I've ended up with a beautiful island all to myself. Give it a try, as the discussions after the exercise really do help explain the art of negotiation.
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Richard Linder
rated this item with 5 stars.
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What a flexible session this is. I have used it in sessions for Team building,
influencing, conflict management, assertive behaviour and planning.
The best result I have had with it is in a team building session. They discovered
how they treat each other and the impact it has in the team whilst learning
their own behaviour and bought into it how they treat other teams too. They were astounded at how easy it is to deal with other parts of the business to gain support and solve problems together instead of constantly hitting brick walls and not achieving their goals. They did this by taking the emotion and history out of the problems and getting everyone's needs out in the open before they tried to solve anything.
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Karon Campbell
rated this item with 5 stars.
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I joined a little over one month ago and recently used the team building exercise Island of Opportunity at a senior managers three day transformative conflict/mediation workshop. I chose this activity as an evening event on Day 2 because the exercise allowed for team building, some fun and laughter after two days of role-playing conflict scenarios, and it also contained key learnings for trainee mediators. Specifically the exercise- - was aligned with the general workshop content (negotiation, understanding of needs and collaboration to reach a solution Vs aggression and conflict provoking tactics). - allowed for team building as some participants did not know one another but worked in the same unit. - provided light relief after 2 full days of discussing conflict which produces low energy in the group. - can be used to discuss cultural aspects of teams/organisations and how they might deal with differences/disputes. I provided a bag of wigs and party hairpieces, beads and other materials for those who wanted to create their own ‘tribal’ attire. Each of the teams in the exercise (4) used the gear or made their own tribal dress. No coercion on my part to dress-up. The exercise worked very well and completed the day with a huge amount of fun. I left the debrief until the following morning (Day 3) when everyone was a little more focussed! Very versatile exercise with good learning points for teams and you can use it with or without the hairpieces.
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Previous Member
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I used Island of Opportunity for team negotiating on a Negotiating skills course recently. I had teams of two representing each of the tribes who arrive on the island and need to decide how to divide it according to their needs. I found it worked really well and better than a previous team negotiation I had used on this course. Island of Opportunity really helps the negotiators to think about what everyone’s needs are and to negotiate according to need in a problem-solving way, instead of taking up positions. Occasionally, they were in danger of taking positions but the brief provides enough information to enable them to think of ways to barter and that reinforces the idea that you may have something you can offer easily which will be valuable to the other side. It provided some good learning points for team coaching, as the new information being offered by other tribes in the negotiation prompted discussion between team members, and helped them to realise the need to present a united front. Everyone enjoyed it and I was able to give lots of good feedback about the constructive negotiating behaviours they had displayed.
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Valerie Fawcett
rated this item with 5 stars.
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I have recently used the Island of Opportunity Excercise as part of a training session incorporating Influencing and Persuasive Techniques. I used this excercise at the end of a day long session and it certainly help embedd their knowledge and it was an excellent way for them to hone the negotiation and persuasive techniques that were learned during the earlier training session. I am planning to incorporate into our Communications Course as our staff got a huge benefit. I look forward to running more sessions with this really fun and easy to adapt excercise.
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Previous Member
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Island of Opportunity has provided a really useful exercise within an assertiveness course. It allowed delegates to practice being more assertive through negotiations and pulled out some very interesting and useful learning points.
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Tracy Barlow
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I was in the middle of designing a 3-day sales training course when I ran out of inspiration for exercises on negotiation skills. I decided to check Trainers' Library and I came across "Island of Opportunity". I have now been using this exercise for about 10 months as part of the sales training induction for new outbound and inbound starters. Island of Opportunity opens up my 3-day sales course as it is a great icebreaker and it really gets people talking to each other. On the other hand, it also allows me to get to know all my delegates quite in depth; it is really easy to spot the quiet ones, bossy ones, argumentative ones, logical ones, etc. I really like the fact that delegates have a lot of fun with this exercise while learning the skills that they will need in order to sell and negotiate with both internal and external customers. The debriefing questions suggested at the end of the exercise are extremely effective at highlighting the key learning points of the activity. All in all this is one of the best exercises I have ever used and as a result I have also used it as part of Negotiation Skills training and Coaching Training for Team Leaders, as the Island is fantastic at ensuring that participants realise the importance of communication skills and understanding other people's point of view. Many thanks for a great activity!
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Previous Member
rated this item with 5 stars.
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The delegates found being part of a tribe was fun. The brief does state to start the activity with as little explanation as possible, I did explain the basics of the activity and found that some were confused by this; in future I will give them the information and leave them to work it out. This activity works better for people who do not know each other; there is more scope for aggressive negotiation, rather than group discussion.
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Previous Member
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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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I was sceptical about this one. Wasn’t sure how well it would go down. I used it with CEOs of voluntary organisations and was a little nervous how well they would buy into it. But it was fantastic. It was easy to implement and led to some great conversations – and was very simple to bring it back to how does this reflect our local community. I combined it with Minority Reports and The Witches of Glum to make a full session and they all worked brilliantly together. Then I added in a little TA and organisational cultures. Definitely one I’d recommend.
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Nicky McCrudden
rated this item with 5 stars.
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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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This module was really useful on a session I ran with team leaders on dealing with stress.They found it beneficial to share ideas on how they each controlled unhelpful emotions. The delegates will find what they learned from this session useful when they attend an emotional intelligence session in the near future.
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Shirley Palmer
rated this item with 5 stars.
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Our business managers work in some at times stressful environments. Running this session was helpful to many.
Everyone had good examples of when they have let their emotions get the better of them in a work situation, and this part of the session provided fun, lots of agreement and uncovered plenty of shared experiences.
Moving into the section on dealing with emotions, we found that although many seem like common sense, we dont often delpoy them.
After this session, our participants felt like they had a wider range of mechanisms to deal with stressful/emotional situations and were ready to use these when situations arise
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Previous Member
rated this item with 4 stars.
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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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This is one of my favourite exercises! So simple and causes lost of laughter - I've used it lots of times in a course around building impact and influence to explain how we see things differently. There's also lost of great insights afterwards. I've used this with people globally on a virtual session and it works well with people whose first language is not English too.
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Elaine Stephens
rated this item with 5 stars.
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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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I have used Negotiation Based on Position, which uses the buying and selling of a house, many times in negotiating skills courses. Art is a great activity to highlight peoples instinctive way of negotiating and also a good way to lead into developing skills around negotiation.
I often find that people do their best to reveal as little as possible when they negotiate the sale of the house. there have been some very creative solutions to the negotiation, and people usually enjoy it.
Using this exerciser as an icebreaker allows you to refer back to what happened and what could have happened throughout a negotiation skills workshop. It is a great way to share models around negotiation and then use them to look at best options for win win outcomes.
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Ric Hayden
rated this item with 5 stars.
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I most recently used this activity with a group of predominately theoretical learners, so was a bit worried about their reaction to it. But I needn’t have been. They loved it. Threw themselves into it, and even built up their own characters. It illustrated unhelpful reactions/beliefs to negotiation extremely well. My only learning point has been in giving people really clear instructions at the start of the exercise. The first time I did it, I wasn’t clear about expectations, and one group didn’t understand what was
expected – but I think that was more me, than the activity. Definitely one I’d recommend!
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Nicky McCrudden
rated this item with 4 stars.
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I used this activity in Negotiating and Influencing Skills; it was excellent for this course and it promoted some friendly competition of who actually managed to reach a deal and for how much, this was a talking point for the whole day and all of the delegates recognised the negotiation based on position theory we all use when we want something. I liked the different sections to this activity which allowed group and individual tasks.
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Previous Member
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I have used Negotiation Based on Position which uses the buying and selling of a house several times in negotiating skills courses. It is a good activity for illustrating the need to look at people's interests in a situation rather than only taking positions on money. I find that where money-based negotiating is involved, most people think they need to reveal as little as possible, whereas this exercise shows that this is not the case. I've had some very creative solutions to the negotiation - and people usually enjoy it.
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Valerie Fawcett
rated this item with 3 stars.
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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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I used this module at the end of dealing with conflict workshop.The delegates all said it had been good as a refresher on using open, none judgmental questions. The exercise was really useful for everyone to work together and share ideas and examples of how they had dealt with some of the examples when faced with them in the past.
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Shirley Palmer
rated this item with 5 stars.
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This exercise is very useful to use in any Interviewing Skills courses, but will also fit into many other communication type courses. Will possibly look at it’s use within a telesales course shortly. The simple sentences that seem to stop you in your tracks were very good at making the learners think about how they’d react. Their first impressions were that if they ever had to interview people that were that monosyllabic, they’d find it hard to continue. This brought out discussion on communication styles, before we were able to proceed with the exercise. This exercise was used after the Behaviour Based Interview – What and Why exercise and helped them understand the types of questions they could use to drill down to get the information they want from candidates without leading them to the answers they want.
Some learners struggled with this more than others, but working in pairs helped them find answers to it all. This again opened a discussion on communication styles and which types were most appropriate for interviewing. It was agreed that it didn’t matter, but that more practice on questioning was key to their future success.
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Previous Member
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Really helpful tool to use in an interviewing skills course. I used this with a group of managers to help them to ask questions that will open up a candidates’ responses. They could see uses for the type of questioning in a variety of situations – interviews, counselling, 1-2-1 meetings with staff, dealing with problem performance. A key learning point was limiting the use of ‘why’ questions when we’re trying to get someone to open up; too soon or too often will potentially lead to defensiveness resulting in less trust and co-operation. Worthwhile combining alongside other questioning skills exercises as we found this to be quite short.
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Previous Member
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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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This exercise is excellent. A proper experiential experience which takes a team out of their own environment, enabling individuals to think subjectively and rationally.
The team I worked with have had similar issues to the brief, which did cause a moment of hesitation on whether this would be be too close to the mark. As soon as I kicked off the exercise though, I need not have worried.
The team got immediately involved and initially were quite tribal about the 'new' teams they were in. As each stage of the activity played out they established a new way of thinking and communicating.
5 minutes after the session, as I'm walking passed, to hear
"I understand what you need and what I'm going to do for you is..." was absolute gold!
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Darren Smith
rated this item with 5 stars.
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Simple and clear activity that really illustrated the importance of shifting perspectives in conflict to listening and helping the other parties. Took a lot less than the 90 minutes suggested, more like 45-50 minutes in our case (group of 9 attendees).
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Jane Butler
rated this item with 5 stars.
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I just love this activity. It's perfect as an introduction to conflict resolution events. Groups really engage and get quite passionate about their area of the restaurant leading to some quite heated discussions. The 3 stage approach helps participants to quickly see the benefits of adopting a win-win approach and can easily relate to their own workplaces.
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Ann Pemberton
rated this item with 5 stars.
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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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I used this module in a workshop with a group of team leaders on dealing with difficult people. The exercise was good way of making the delegates think about conflict and how destructive it can be and help them to develop strategies in order to deal with it. The case study was a good of doing this.
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Shirley Palmer
rated this item with 5 stars.
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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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This really is excellent and works really well. Paricipants particulary value the handout to use as a checklist.
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Clare Bell
rated this item with 5 stars.
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I used this at a recent workshop and the template was so useful. I gave this as the last exercise and it helped people pull together what they had learnt from other activities and then work together to reflect or plan a difficult conversation
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Nicola Richardson
rated this item with 5 stars.
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I really like this activity it provokes alot of thinking in terms of managing the conversation and the handouts are really thorough, detailed and well laid out. They are great for managers to refer to when planning to have difficult conversations. I have had some great sessions and can be used with very small groups as well as larger ones.
5 stars
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Anjana Rajani
rated this item with 5 stars.
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I recently used this module for a group of managers to get them to start thinking about how to prepare and conduct those difficult conversations. I felt that each section was well structured with good interactive exercises. It really got a some great discussions going across the group to the point that we refined the examples provided on the slides! I can heartily recommend this but would add in a caveat that the handouts need to be intorduced as guidleines and not as a 'to do' list!
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Carolyn Pickin
rated this item with 5 stars.
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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.
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At Seymour Hotels, we take pride in providing exceptional experiences and creating magical memories. I use this DVD during induction to illustrate examples of both good and bad service, encouraging all participants to engage and contribute to the discussion.
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Claire Reynard
rated this item with 5 stars.
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This DVD has proven to be popular with customer service teams in manufacturing and in engineering sectors. It is useful to see how universal our perception of poor customer service is, whether it is in a coffee shop or a clothes shop. The gentle humour of the film fits the topic and serves as a good icebreaker, especially to encourage less confident participants to contribute their opinions or horror stories on poor customer service and how this could be put right.
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Paula Cook
rated this item with 5 stars.
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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 .
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I used to start a session at a women's day and this soon got people relaxed and sharing experiences and debating the actions that they would undertake. A really easy activity to use and great for getting discussion going.
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Nicola Richardson
rated this item with 5 stars.
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I used this module in a dealing with conflict workshop. It was really useful to make the delegates think and reflect on why in certain situations they are submissive, assertive or aggressive. After completing the exercise I showed the conflict resolution video which helped them think about how they could modify their their approach/behaviour to ensure that both their own needs and rights and those of others are respected.
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Shirley Palmer
rated this item with 5 stars.
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I was slightly sceptical about whether my audience would be receptive to this activity but I’m so glad I used it. It really helped people to think about their own tendencies and why some delegates felt they could not be assertive. I used it as the opening activity in my Assertiveness training and this worked really well to get delegates to think about the difference between passive, assertive and aggressive.
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Roxanne Moran
rated this item with 5 stars.
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I recently downloaded and use ‘Yes but, no but – seeking a win win in day-to-day situations’, as part of my Assertiveness Skills training course. Apart from me being able to put a slide up of Vicky Pollard, which made the group laugh, the activity was really well received. The feedback for the group was that it got them thinking about what they would do and learn about what other individuals would do in certain situations. The said that is made them realise that sometimes they were too aggressive or passive, but other times they did actually assert themselves and with this info they could analyse why they acted that way when faced with certain problems, and how other react as well. They informed me that due to this activitiy they would actually stop and think next time and an choose to act assertively or not. The only problem with this activity is that the group did not want to stop doing it, so it lasted a lot longer than planned, but hey, if they are enjoying themselves whilst they learn who am I to interfere.
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Previous Member
rated this item with 5 stars.
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