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Emotional Intelligence Course Modules

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Emotional intelligence shows participants the importance of how they express and control their own emotions, and how they understand, interpret, and respond to the emotions of others.

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An Introduction to Coaching

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

Aims:
• To enable participants to be able to define coaching and its purpose.
• To explain the key differences between coaching and mentoring.
• To enable participants to describe a basic coaching model.
• To identify the core skills required by effective coaches.

About

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

Aims:
• To enable participants to be able to define coaching and its purpose.
• To explain the key differences between coaching and mentoring.
• To enable participants to describe a basic coaching model.
• To identify the core skills required by effective coaches.

Group Size:
This module is suitable for use with groups of up to 24 participants.

Useful For:
Staff at all levels.

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

Notes:
You'll need to have plenty of space for participants to work in pairs for this module.

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At a Crossroads - Board Game for New Managers

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

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

About

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

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

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

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

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

New: Complete Game Packs are now available to buy from
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Stopwatches can also be purchased from Trainers' Market.

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

All the scenarios contained in the cards are based on actual experiences faced by managers in their first year of managing a team. It is a particularly useful exercise for people who have been promoted from within the team to become the manager and who are struggling to adapt to their new role with people who were once their peers.

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At a Crossroads - 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 how to approach them effectively.

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 how to approach them effectively.

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).

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

Stopwatches can also be purchased from Trainers' Market.

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

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At a Crossroads - Performance Management

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

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

About

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

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

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

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

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

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

Stopwatches can also be purchased from Trainers' Market.

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

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Blind Guiding - Exploring Leadership and Followership

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

Aims:
• To help participants understand what their leadership (and followership) style is through physicalising part of the leadership process.

About

Time:
The exercise in this module can be completed in about 50-60 minutes. In total, allowing for discussion, we recommend allowing about 75-90 minutes for this module.

Aims:
• To help participants understand what their leadership (and followership) style is through physicalising part of the leadership process.

Group Size:
This module can be used with groups of any size, however the exercise works much better with larger groups.

Useful For:
Managers, directors and others in leadership roles.

You'll Need:
• Blindfolds (available to buy from Trainers' Market).
• A large, empty space (see notes).

Notes:
This exercise can provide participants with a very different insight into their leadership style (and their style as a follower). It is particularly useful for exploring trust and being hands on and hands off.

You need a large, empty space for this exercise. Any chairs should be placed against the walls of the room, leaving as much space as possible. It is possible to do this exercise outside, for example on a lawn.

There is the risk of people knocking into each other, a wall or furniture in this exercise. Make clear that participants guiding another colleague are responsible for that participant’s safety at all times.

* Although you can run this exercise with less than 8 participants it works much better with larger groups.

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Breaking Out of Our Boxes

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

Aims:
• To highlight similarities and things that unite a group of people.

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 highlight similarities and things that unite a group of people.

Group Size:
This module can be used with large groups. Ideally, you'll have enough participants to create at least 3 groups of 6 or more.

Useful For:
Staff at all levels. This activity is designed for very large groups and is particularly well suited to conferences that bring people from different parts of the business together.

You'll Need:
• Nothing other than plenty of space. Ideally, you’ll have enough space to mark out boxes for each group of people to stand in (you’ll need plenty of string to prepare these beforehand) as well as a clear space at the front of the room where participants can congregate.

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Change Spectrum

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

Aims:
• To explore how your participants feel about a variety of changes.

About

Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 20 minutes for this module.

Aims:
• To explore how your participants feel about a variety of changes.

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

Useful For:
Staff at all levels.

You'll Need:
• A piece of string or rope that is approximately 4 metres long.

Notes:
You will need a clear space in which to lay out your ‘Change Spectrum’ and for participants to move along it.

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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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Counselling - What Skills Do I Need?

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

Aims:
• To identify the key skills that, collectively, constitute effective counselling skills for managers.

About

Time:
The exercise in this module will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 30 minutes to complete this module.

Aims:
• To identify the key skills that, collectively, constitute effective counselling skills for managers.

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

Useful For:
Managers and team leaders.

You'll Need:
Post-its®.

Notes:
This module is about a set of skills that can be used by managers to enable them to help individual's solve their own problems at work. These are collectively called counselling skills for managers. It is important to emphasise that there is a huge difference between using counselling skills in a work situation and being a counsellor. It takes many years training to become a counsellor.

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Counselling Skills - Observer Feedback Sheet

This isn't a training module as such, but an additional resource that can be used to support practical simulation exercises where the trainer or other participants fulfil the role of observer, making effective feedback easy and powerful.

About

This isn't a training module as such, but an additional resource that can be used to support practical simulation exercises where the trainer or other participants fulfil the role of observer.

The Observer's Feedback Sheet contains a list of positive indicators in the left hand column and some less positive indicators in the central column. Observers simply tick the boxes for the behaviours they observe and jot down examples, making effective feedback easy and powerful.

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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.

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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 15 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.

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Doctor in the House - Building Engagement in Sales

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

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

About

Time:
The exercise in this module can be completed in about 55 minutes. In total, allowing for discussion, we recommend allowing about 75 minutes for this module.

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

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

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

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

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

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Emotional Intelligence Part 1 - Self-Awareness

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

Aims:
• To raise awareness of self-awareness, the first strand of emotional intelligence.

About

Time:
The exercises 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 awareness of self-awareness, the first strand of emotional intelligence.

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

Useful For:
Staff at all levels.

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

Notes:
It is important to have an understanding of emotional intelligence and the effects of discussing it with a group of participants. You will find Mike Bagshaw’s Article in Trainers’ Library useful for this.

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Emotional Intelligence Part 2 - Awareness of Others and Empathy

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

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

About

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

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

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

Useful For:
Staff at all levels.

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

Notes:
It is important to have an understanding of emotional intelligence and the effects of discussing it with a group of participants. You will find Mike Bagshaw’s Article in Trainers’ Library useful for this.

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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 ten or fewer.

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

You'll Need:
Break-out rooms if possible.

Notes:
It is recommended that you keep the participant group size to ten 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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In Support - Counselling Skills

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

Aims:
• To introduce a 'model' to help participants remember what counselling skills are, and how to use them.

About

Time:
The exercise in this module will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 30 minutes to complete this module.

Aims:
• To introduce a 'model' to help participants remember what counselling skills are, and how to use them.

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

Useful For:
Managers and team leaders.

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

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Introduction to Counselling Skills

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

Aims:
• To identify the key 'don't' when using counselling skills at work.

About

Time:
The exercise in this module will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 30 minutes to complete this module.

Aims:
• To identify the key 'don't' when using counselling skills at work.

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

Useful For:
Managers.

You'll Need:
Glue or double sided sticky tape.

Notes:
This exercise is ideally suited for use as an icebreaker for training sessions concerned with counselling and performance management skills for managers.

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Problems
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Introduction to Transactional Analysis

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

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

About

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

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

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

Useful For:
Staff up to junior managers.

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

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

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Letters Solve a Problem

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

Aims:
• To explore the challenge when solving a problem where a number of people are involved, particularly when those people may have other obligations that mean they can’t give your problem their complete attention.

About

Time:
The exercise in this module can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 40 minutes for this module.

Aims:
• To explore the challenge when solving a problem where a number of people are involved, particularly when those people may have other obligations that mean they can’t give your problem their complete attention.

Group Size:
This module can be used with groups of between 6 and 12 participants. Where you have more than 12 participants, you should consider splitting your group and running two versions of the exercise separately in tandem.

Useful For:
Anyone who is looking to develop their problem solving skills.

You'll Need:
• A set of prepared puzzle cards.
• A stopwatch (available to buy from Trainers' Market).

Notes:
This exercise requires a minimum of 6 participants. Where you have more than 12 participants, you should consider splitting your group and running two versions of the exercise separately in tandem.

It is important that all of the cards are distributed and that every participant has a card but some participants can receive more cards than others – in fact it’s better if they do.

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Managing Challenges - Who are we Nervous about Managing?

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

Aims:
• To encourage new managers to think about which of their team members they are most worried about managing and begin to identify actions they can take to manage them effectively.

About

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

Aims:
• To encourage new managers to think about which of their team members they are most worried about managing and begin to identify actions they can take to manage them effectively.

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

Useful For:
Brand new managers (or those who soon will be), and particularly those that have been promoted from within the team.

You'll Need:
• Post-it notes, glue, sellotape and Blu Tack.
• Playdough or other modelling clay.
• Large flat (plain) wooden lolly sticks.
• Colourful pipe cleaners.
• Art equipment.

Notes:
This is an introductory module or icebreaker for new managers. It is designed to build awareness of participants’ fears and concerns, gather initial ideas and explore the personal learning each participant needs to get from the training that follows.

If using this module with larger groups, more time will be needed for debriefing the exercise; alternatively, you can ask them to work in pairs during the exercise.

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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 45 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 up to about 15 participants.

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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New Managers: The Style is Right

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

Aims:
• To encourage participants to identify an appropriate management style based on the individual they are dealing with, the role they are doing and what the team needs them to do.

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 encourage participants to identify an appropriate management style based on the individual they are dealing with, the role they are doing and what the team needs them to do.

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

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

You'll Need:
• Post it notes and Blu-Tack.
• Lengths of string about 1 metre/3 feet long. (You’ll need two lengths for each team of 3 or 4 participants.)
• Plenty of space.

Notes:
This exercise can work as a stand-alone training exercise for new managers. It is designed to look at the role of the manager and explore suitable approaches for managing individual team members.

You will need to clear a large space (on the floor or on tables) for the main part of the exercise.

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Recognising Our ‘Hot’ Buttons

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

Aims:
• To enable participants to recognise personal triggers that affect their emotional state.

About

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

Aims:
• To enable participants to recognise personal triggers that affect their emotional state.

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:
This activity acts as a good precursor to the Trainers’ Library module ‘Managing Emotions’. It is also useful if you have completed the module ‘Emotional Intelligence Part 1 – Self Awareness’.

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Remaining Neutral

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

Aims:
• To consider the pitfalls and dangers of giving advice when helping staff solve their own problems.
• To consider the dangers of making judgements or assumptions about the nature of someone else's problem.

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 consider the pitfalls and dangers of giving advice when helping staff solve their own problems.
• To consider the dangers of making judgements or assumptions about the nature of someone else's problem.

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

Useful For:
Managers and team leaders.

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

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Restaurant Revolution - Teamwork and Conflict Resolution

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

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Signs of Distress

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

Aims:
• To help participants recognise signs which may indicate that someone is suffering from distress.

About

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

Aims:
• To help participants recognise signs which may indicate that someone is suffering from distress.

Group Size:
This module is suitable for use with groups of up to 15 participants. We suggest groups of 12-14 and certainly no fewer than eight.

Useful For:
Staff at all levels.

You'll Need:
See note below.

Notes:
You can be as creative as you like with this exercise. As a minimum, give participants access to blu-tak, marker pens, crayons and plenty of flipchart paper. You might also supply glue, glitter, different colour papers, musical instruments – anything that you think the teams could use to carry out the exercise.

This module is suitable for anyone, but particularly those working in potentially distressful environments who need to be able to identify signs in themselves and in others which may indicate that they are experiencing distress. We suggest that this works best with a group of 12 -14 people – certainly, no fewer than 8.

This module is best used as part of a complete programme of identifying and managing distress. Work-related distress is now recognised as a serious issue and to comply with the law employers and employees have duties:
• Under the Management of Health and Safety at Work Regulations 1999, to asses the risk of distress-related ill health arising from work activities; and
• Under the Health and Safety at Work etc. Act 1974, to take measures to control that risk.

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The Anatomy of Conflict

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

Aims:
• To define conflict.
• To identify the main phases of conflict.
• To enable participants to describe the typical behaviours that are used when conflict is not constructively managed.

About

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

Aims:
• To define conflict.
• To identify the main phases of conflict.
• To enable participants to describe the typical behaviours that are used when conflict is not constructively managed.

Group Size:
This module is suitable for use with groups of up to 12 participants. It is recommended that you keep the participant group size to twelve or fewer for this module.

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

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

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Brief
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The Change Journey - What to Do When Change Really Hurts

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

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

About

Time:
The exercise in this module can be completed in about 40 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.

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

Group Size:
This module can be used with groups of between 8 and 25 participants.

Useful For:
All staff including managers.

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

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

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Useful Contacts - Counselling

Not a training module, but an additional handout that lists useful contacts, including addresses, websites and telephone numbers (including national helpline numbers).

About

Not a training module, but an additional handout that lists useful contacts, including addresses, websites and telephone numbers (including national helpline numbers).

Please let us know at Trainers' Library is you know of any other contacts, which you believe should be added to this list.

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We Need to Talk - Holding Difficult Conversations

Time:
In total we estimate this exercise will take 130 minutes.

Aims:
• To help participants prepare for and conduct conversations they find difficult.

About

Time:
The exercises in this module can be completed in about 80 minutes. In total, allowing for discussion, we recommend allowing about 130 minutes for this module.

Aims:
• To help participants prepare for and conduct conversations they find difficult.

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

Useful For:
Staff at all levels.

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

Notes:
This module helps participants to understand what makes difficult conversations ‘difficult’ and encourages them to think about how they approach such conversations.

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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 projection 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 digital copy from Trainers' Market.

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