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Emotional Intelligence Remote Delivery

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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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‘Why Do I Always Get Them?’ (Customer Service) (R)

Time:
In total we estimate this exercise will take 75 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 30 minutes. In total, allowing for discussion, we recommend allowing about 75 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 12 participants. It’s not suitable for 1-1 training.

Useful For:
Anyone in a customer facing role.

You'll Need:
• A Full, Consultant or Pro Trainers’ Library membership to stream or download the video.

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.

The second exercise can be run as a post-training activity to be completed individually, if you need to reduce the time required for this module.

If your level of membership doesn’t include the option to stream this video, you can purchase a digital copy.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Breakout Rooms (required).

Downloads

+ more for Full
Film (Streaming)

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Trainer Notes (Word)

Counts as 1 download.

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Change Spectrum (R)

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

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

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

Useful For:
Staff at all levels.

You'll Need:
• To create a poll before the training session as per the Trainer’s Handout.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (essential).

Downloads
Available to Basic
Trainer Notes
Trainer Handout

+ more for Full
Trainer Handout (Word)

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Coaching and Counselling - Remaining Neutral (R)

Time:
In total we estimate this exercise will take 60 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 can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for 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 can be used with groups of up to 12 participants. It’s also suitable for 1-1 training.

Useful For:
Managers and team leaders.

You'll Need:
• To create the poll in advance of the training session.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (required).
• Breakout Rooms (required).

Downloads


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

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

Time:
In total we estimate this exercise will take 20 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 10 minutes. In total, allowing for discussion, we recommend allowing about 20 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 individuals as well as groups of up to 12 participants.

Useful For:
Everyone who interacts with others at work.

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

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

Downloads


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Home Working - The Business Case for Major Change

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

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

About

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

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

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

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

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

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (required).
• Breakout Rooms (required).

Downloads

+ more for Full
Trainer Handout (Word)

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Introduction to Transactional Analysis (R)

Time:
In total we estimate this exercise will take 60 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 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 provide participants with a way of understanding behaviour and improving communication.
• To provide a very basic introduction to transactional analysis.

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

Useful For:
Staff 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.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (essential).
• Breakout Rooms (recommended for larger groups).

Label

Miss-Communication (R)

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 12 participants.It is not suitable for 1-1 use.

Useful For:
Staff at all levels.

You'll Need:
• Participants will need access to at least two sheets of plain A4 paper, a black marker pen or biro and, ideally, some coloured pens or pencils.

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

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Breakout Rooms.

Downloads
Available to Basic
Trainer Notes
PowerPoint


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

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

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

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

About

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

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

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

Useful For:
All staff, including managers.

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

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

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Breakout Rooms.

Downloads
Available to Basic
Trainer Notes
PowerPoint


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

The Hotel Booking - A Customer Service Experience (R)

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

Aims:
• To show the importance of empathy when dealing with angry customers.
• To demonstrate that it is not just the solution, but the way the solution is delivered that affects the customer's view of the service they received.
• To provide participants with an opportunity to consider a real customer experience and to identify areas for improvement in the way it was handled.

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 show the importance of empathy when dealing with angry customers.
• To demonstrate that it is not just the solution, but the way the solution is delivered that affects the customer's view of the service they received.
• To provide participants with an opportunity to consider a real customer experience and to identify areas for improvement in the way it was handled.

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

Useful For:
Staff at all levels.

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

Notes:
We would like to thank Jo Downes for her help in writing this module.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Breakout Rooms.

Downloads


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

The Mentoring Relationship - Development and Conclusion

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

Aims:
• To consider the role the mentor in terms of evaluation, facilitation and motivation.
• To provide a structure of mentoring meetings.
• To consider when it’s the right time to end the mentor-protégé relationship.
• To consider how to review the success of the mentor-protégé relationship when it ends.

About

Time:
The exercise in this module can be completed in about 20 minutes. In total, allowing for discussion, we recommend allowing about 50 minutes for this module.

Aims:
• To consider the role the mentor in terms of evaluation, facilitation and motivation.
• To provide a structure of mentoring meetings.
• To consider when it’s the right time to end the mentor-protégé relationship.
• To consider how to review the success of the mentor-protégé relationship when it ends.

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

Useful For:
Both mentors and protégés at any level.

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

Notes:
We recommend running The Mentoring Relationship – Foundations before this module.

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Breakout Rooms (required).

Downloads

+ more for Full
PowerPoint (with Images)

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Which Shelf Are You On? - Labels and Assumptions (R)

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

Aims:
• To encourage people to reflect on the assumptions we make and the labels we attach to people.
• To understand that there is more to people than what we see on the surface.

About

Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 30 minutes for this module.

Aims:
• To encourage people to reflect on the assumptions we make and the labels we attach to people.
• To understand that there is more to people than what we see on the surface.

Group Size:
This module can be used with groups of up to 12 participants. However, it is not suitable for 1-1 use.

Useful For:
Staff at all levels.

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

Remote/Virtual Delivery:
Remote Delivery requires a system that as an absolute minimum provides the following functionality:
• Face-to-face discussion.
• Share screen.
• Chat.
• Share files.

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (optional).
• Breakout Rooms (essential).

Downloads
Available to Basic
Trainer Notes
Handout
Handout (Word)


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

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