Communication Skills Course Modules

Time:
The exercise 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 encourage participants to think about what causes meetings to be ineffective.
• To identify what can be done to make meetings effective.
• To introduce the acronym APPLE and explain how focusing on five simple themes will help participants ensure meetings are effective.

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.

Time:
The exercise in this module will take about 25 minutes to complete (but can be shortened if necessary). In total, allowing for discussion, we recommend allowing 50 minutes to complete this module.

Aims:
• To encourage participants to think about how and what they communicate to customers, using a slightly unusual perspective.
• To encourage participants to think about the language they use when communicating with customers.
• To show that all communication tells the customer something about the organisation, and that sometimes that’s not the intended message.
• To demonstrate how brand is affected by every piece of communication leaving the organisation.

Group Size:
This module is suitable for use with groups of almost any size (working in small teams of ideally fewer than 6 people).

Useful For:
Staff at all levels.

You'll Need:
• A set of ‘Sign of the Times’ cards with enough for at least two cards for each team. (If you’re working with a very large group you may need more than one set.)You might like to add your own signs to the exercise, perhaps including some from the organisation itself.
• Plenty of sheets of flipchart paper.
• Coloured marker pens.
• Blu-tak.

Notes:
This is a powerful exercise that really gets participants to think about the way organisations communicate. It is a useful addition to any customer service training but it is of particular use with groups that are responsible for brand and the way the organisation portrays itself to the outside world. This could be managers within the marketing department, branch managers, recruitment managers etc.

It is suitable for all types of organisation, including public and charitable bodies.

Please Note:
The Sign of the Times Cards are a particularly large file (10mb) and may take a few minutes to download.

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

Time:
This game can be played in about 45 minutes. In total, allowing for discussion and evaluation, we recommend allowing 75 minutes.

Aims:
• To help participants develop their communication skills and in particular their listening skills, their ability to share information effectively and their ability to explore problems objectively.
• To illustrate the importance of teamwork and develop the skills needed to work effectively with other teams – particularly where teams are small and geographically diverse.
• To understand that effective teamwork involves identifying and capitalising on all of the unique skills and talents of individuals within the team.

Skills and Behaviours Tested:
Communication skills, teamwork, collaboration, information sharing, information gathering, listening, questioning, attention to detail and problem solving.

Group Size:
A minimum of 2 participants are required for this exercise.

Useful For:
Staff at all levels.

You'll Need:
• At least two rooms or separate work areas, ideally one for each team.
• A mobile phone for each team (they can use one of their own, if willing).
• One OS Landranger map 125 and one OS Landranger map 124 for every two teams participating.
• A brief for each team (Brief 1 for Team 1 and Brief 2 for Team 2).
• A length of string (at least 1 metre long) for each team.

Notes:
Each team will work with 1 other team (the partner team) in a separate location, who they should be able to contact by phone. (If there are only 2 participants involved, each team will consist of 1 person!)

If it’s a nice day, the exercise can be very successfully run outside. Position teams as far apart from each other as you can.

Time:
The exercise in this module can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 30 minutes for this module.

Aims:
• This exercise is designed for the start of a team session that reviews the previous year; in particular what went well, what people struggled with and what they learnt from it.

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

Useful For:
Staff at all levels.

You'll Need:
• A balloon for each participant. (It’s preferable to have lots of different colours.)
• A whistle or claxon to tell everyone to stop.
• You will need a nice (indoor) space for participants to throw their balloons in the air and keep all the balloons airborne.

Notes:
You will need to plan a little in advance for this activity and be prepared to send out reminder emails to ensure the pre-exercise task is completed.

Larger groups will necessitate a longer running time for the exercise.

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 recognise how their behaviour/communication is experienced by others.
• To encourage participants to increase the positive acts of recognition they give to others, and to create a working atmosphere in which people feel accepted and recognised.

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

Useful For:
Staff at all levels. It can be particularly useful in management training and team building.

You'll Need:
• Post-it notes and flipchart paper.

Notes:
This module can be used alongside Land of the Nutritos in a diversity programme and as part of a programme on giving feedback or team working.

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

Time:
The exercise in this module can be completed in about 45 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.

Aims:
• To define what effective feedback is.
• To introduce participants to the AID model for giving feedback.
• To give participants an opportunity to practise giving feedback using the AID model.

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

Useful For:
Staff at all levels.

You'll Need:
• The film: ‘Why Do I Always Get Them?’. (If you don’t have a Trainers’ Library membership that includes the option to stream this film you can purchase a DVD from Trainers' Library.)
• Plenty of AIDing Feedback Cards and Blu Tack.

Notes:
The video used in this exercise can also be used for customer services training using our module Why Do I Always Get Them?.

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

Time:
The exercise in this module can be completed in about 35 minutes. In total, allowing for discussion, we recommend allowing about 45 minutes for this module.

Aims:
• To demonstrate the importance of asking a mix of open and closed questions to gain a clear and accurate understanding of a situation.

Group Size:
This module can be used with groups of between 8 and 24 participants.

Useful For:
Staff at all levels.

You'll Need:
• Teams will need to use a phone to communicate with you during this exercise.
• Break out space for each team to prepare their questions without being overheard.
• 4 plain envelopes to place the team briefs into.
• A copy of the Trainer Record Sheet for you.

Notes:
This can be a very useful exercise for sales people, or anyone who needs to select and ask great questions in order to effectively gather information.

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

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.

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).

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.

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).

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.

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).

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.

Time:
This exercise will take about 50 minutes to complete. In total, allowing for discussion, we recommend allowing 75 minutes to complete this module.

Aims:
• To identify key barriers to effective communication.
• To explore why such barriers occur.
• To identify 'good practice' principles that will help to avoid the barriers to effective communication identified.

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

Useful For:
Staff up to supervisor 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.

Time:
The exercise in this module will take about 30 minutes to complete. In total, allowing for discussion, we recommend allowing 55 minutes to complete this module.

Aims:
• To identify what gets in the way of internal customer service.
• To consider ways to reduce or eliminate the barriers to internal customer care.

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

Useful For:
Staff at all levels.

You'll Need:
• Post its, pens and flip chart paper.
• The Activity Link and your PIN.

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

Time:
The exercise in this module can be completed within 10 minutes. In total, allowing for discussion, we recommend allowing 30 minutes to complete the module.

Aims:
• To help participants recognise the difference between features and benefits.
• To demonstrate the importance of identifying customer needs and selling to these.

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:
Whilst this module has been designed with sales staff in mind, it is equally applicable to anyone who needs to think about how they influence others.

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

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.
• 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.

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

Aims:
• To show participants how we tend to mirror the body language of others when rapport is established.
• To discuss what happens to body language when rapport is absent.

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

Useful For:
Staff at all levels. It can be used with people who don't know one another at all, or who have met/worked together previously.

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

Time:
The exercise in this module will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 40 minutes to complete this module.

Aims:
• To demonstrate the importance of taking a step back and understanding our role in the relationships we have with others at work.

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

Useful For:
Staff at supervisory 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.

Time:
This exercise will take about 55 minutes to complete. In total, allowing for discussion, we recommend allowing 75 minutes to complete this module.

Aims:
• To encourage participants to consider planning and preparation as part of leadership.
• To facilitate discussion around playing to the team's strength.
• To consider factors that motivate staff to perform well.
• To encourage staff to self assess, review and reflect on performance.
• To encourage leaders to consider their communication skills.
• To encourage leaders to consider the question of keeping people motivated.
• To demonstrate leadership skills in a practical task.

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

Useful For:
First line managers and supervisors.

You'll Need:
• Broadsheet newspapers (one per team).
• Sticky tape (one per team).
• A tennis ball.

Notes:
In this exercise, participants will be working in teams of 4 or 5. Each team will need one broadsheet newspaper (for example, the Financial Times) and a roll of sticky tape.
In addition, you will need a tennis ball (or similar) to test the strength of the teams’ structures.

Time:
The exercise in this module can be completed in about 20 minutes. In total, allowing for discussion, we recommend allowing about 35 minutes for this module.

Aims:
• To recognise the impact of imposed change on people.
• To remind participants how easy it is for progress to be lost and for things to slip back to the way they were before.

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

Useful For:
Staff at all levels.

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

Notes:
You may want to read the article ‘When Change Really Hurts’ by Sheila Williams, which is available in Trainers’ Library. This provides background information about the change curve, which you may want to reference in your discussion.

Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 30 minutes to complete this module.

Aims:
• To demonstrate the significance of body language in communication.
• To encourage participants to think about the difficulties the lack of body language creates when communicating by telephone.

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

Useful For:
Staff at all levels.

You'll Need:
• A blindfold for each participant.

Notes:
The subjects used in the exercise are deliberately controversial so it is advisable that you do not pair people together who you believe may struggle to get along together.

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

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.

Time:
The exercises in this module can be completed within 40 minutes. In total, allowing for discussion, we recommend allowing 60 minutes to complete the module.

Aims:
• To introduce participants to the subject of delegation.
• To explore what constitutes effective and ineffective delegation.
• To consider best practice when delegating.
• To identify some pitfalls to avoid when delegating.

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

Useful For:
Team Leaders and managers.

You'll Need:
• Plenty of blank sheets of A4 paper.

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

Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 30-45 minutes for this module.

Aims:
• To understand why we delegate.
• To understand how to delegate effectively.

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

Useful For:
Staff at all levels.

You'll Need:
• A supply of Lego, with at least 15 large pieces for each team of 3-5 participants.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library - Building an Understanding of Delegation.

Time:
The exercises in this module will take about 50 minutes to complete. In total, allowing for discussion, we recommend allowing 75 minutes to complete this module.

Aims:
• To illustrate the importance of customer service.
• To demonstrate how little changes can have a big impact to customers’ perception of the service they receive.
• To illustrate the importance of people to customer service.
• To identify improvements that can be made to customer service within the participants’ teams/organisation.

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

Useful For:
Staff at all levels.

You'll Need:
• The Activity Links and your PIN.
• A mobile device for each team (laptop/tablet/mobile phone) that can receive emails and play sound.
• Breakout space for each team to listen to the story in the Activity Link without being overheard.

Notes:
Most of us have stopped in hotels. This simple, yet powerful, exercise uses those experiences to demonstrate how little things count when delivering excellent customer service.

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

Time:
This exercise will take about 45 minutes to complete. In total, allowing for discussion, we recommend allowing 70 minutes to complete this module.

Aims:
• To create a situation where participants have to manage change driven by one department, affecting the work of another.
• To identify some key learning points about managing change.
• To test information gathering and sharing skills.
• To demonstrate the importance of effective questioning, summary and clarification and active listening.
• To consider the pros and cons of different leadership styles.

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

Useful For:
Staff at all levels.

You'll Need:
• Each team will need a space to work where they cannot be overheard by the other team (s).
• Each HR team will need an egg timer that takes 3-4 minutes for the sand to pass from one side to the other.

Notes:
As well as useful in programs concerned with change, this exercise can also be used as a general communication exercise, or in training concerned with internal customer care.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library - Dinner Party Mayhem - Managing Other Teams.

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 help participants understand the importance of only using discounts at the appropriate point in the sales process and the risks of using them too soon.
• To help participants understand how buyers attach value and the relationship between value, desire and discounts.

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

Useful For:
Anyone involved in sales.

You'll Need:
• To prepare one set of Sales Process Cards for each team participating. (We recommend laminating the cards so they can be reused.)

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

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

Aims:
• To enable participants to test their communication skills.
• To test participants’ abilities to get their point across effectively whilst building an understanding of others’ feelings.

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

Useful For:
Staff at all levels.

You'll Need:
• Ideally, you will have breakout space for the teams to hold their discussions away from the other team(s).

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 25 participants.

Useful For:
Staff at all levels.

You'll Need:
• A flipchart, pens and the handouts provided.

Notes:
This module forms part one of a two-part introduction to emotional intelligence. (Part 2 can also be used alone to explore awareness of others and empathy as a skill.)

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

Part 2 examines interpersonal intelligence – being able to distinguish other people’s emotions, moods and temperaments.

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.

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

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.

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.

Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 30 minutes to complete this module.

Aims:
• To test participants' planning and communication skills.
• To demonstrate the importance of listening and using summary and clarification to check understanding.
• To consider what makes communication effective and the dangers of getting it wrong.
• To energise a group of participants.

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

Useful For:
Staff at all levels.

You'll Need:
• Whistles (one for each team).
• A stopwatch.
• Skittles and hoops (or similar-see note).
• Prizes.

This exercise does require some preparation as you'll need to devise a 'course' for your participants to follow. Preparation will take about 5 minutes once you have the items you'll need. The course maps show three different routes through the same course, which means you won't have to change the course itself if playing more than one round.

We suggest using hula-hoops for your 'pens'. If not, you can mark the 'pens' out using other things like rope or giant pick-up sticks. Skittles, cones or balls can be used to mark out the rest of the course.

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

Time:
The exercise in this module will take about 30 minutes to complete. In total, allowing for discussion, we recommend allowing 45 minutes to complete this module.

Aims:
• To encourage participants to communicate effectively in order to gather all the information available.
• To encourage participants to think about how they communicate.
• To encourage participants to work co-operatively to solve a shared problem.

Group Size:
The optimum number of participants for this exercise is 8, however it can be used with fewer. If you have more than 15 in your group, split them into teams.

Useful For:
Staff at all levels.

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

Notes:
This communication exercise is based on a logic puzzle.

You will need a minimum of 8 participants, which is the optimum number for the exercise. However, we have included additional Gossip Cards that enable the exercise to be used in groups of up to 15. (If you have more than 15 in your group, split the group into teams of 8 or more and get each team to complete the exercise separately.)

Please note that where there are more than 8 participants in a team some of the ‘gossip’ will be duplicated.

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

Time:
The exercise in this module will take about 20 minutes to complete. In total, allowing for discussion, we recommend allowing 30 minutes to complete this module.

Aims:
• To encourage participants to consider their attitude.
• To encourage discussion around optimistic versus pessimistic outlooks.
• To recognise the impact that attitude has on performance.
• To enable participants to identify personal traits that might be holding them back.
• To encourage leaders to consider how they might deal with negative attitudes in their team.

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 module provides an excellent opportunity, when working with a wide range of participants, to consider how attitude can impact on performance. Topics where the inclusion of a module looking at optimism/pessimism might be beneficial include:
• Managing change.
• Problem solving and decision making.
• Customer service.
• Selling skills.
• Leading a team.
• Strategic leadership.
• Communication skills.
• Planning and scheduling.

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

Time:
The exercise in this module will take about 20 minutes to complete. In total, allowing for discussion, we recommend allowing 50 minutes to complete this module.

Aims:
• To demonstrate the importance of exploring customers' needs through questioning, listening and checking understanding.

Group Size:
For this exercise you will need groups of 4 or 6. Where necessary make up the numbers by participating yourself. Where you have more than 6 participants, run the exercise concurrently in more than one place.

Useful For:
Staff up to team leader.

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

Notes:
This exercise can form a useful part of any training for those new to a sales role. It encourages participants to focus on the needs of the customer, rather than their own sales patter.

Time:
The exercise in this module can be complete within 10 minutes. In total, allowing for discussion, we recommend allowing 30 minutes to complete the module.

Aims:
• To help participants understand their current use of assertive behaviour and identify areas for improvement.

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

Useful For:
Staff up to supervisor level.

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

Notes:
This module includes a simple quiz to help participants identify the behaviours they currently feel comfortable with.

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

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.

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.

Time:
This game can be played in about 90 minutes. In total, allowing for discussion and evaluation, we recommend allowing 120 minutes.

Aims:
• To help participants develop their negotiation skills and in particular their ability to establish their needs and wants, and those of the other party, prior to commencing negotiating.

Skills and Behaviours Tested:
Communication skills, leadership, negotiation, teamwork and collaboration, and problem solving.

Group Size:
This exercise involves participants working in four teams. You’ll need a minimum of 2 participants in each team and a maximum of 6.

Useful For:
Managers, and particularly those at a more senior level.

You'll Need:
• Access to the Internet, to use our online scoring tool, necessary to assess teams’ performances and a printer to provide participants a copy of the results. (Only you will need this, not your participants.)
• Plenty of space. Ideally each of your four teams will have a separate breakout room to work in.
• A calculator for each team.
• Highlighters, pens and pencils for each team.
• A small prize for the winning team.
• A bell (optional).

Notes:
The exercise can also be used at the end of a training event focused on negotiation, allowing participants to apply new knowledge and skills.

Time:
The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 45 minutes for this module.

Aims:
• To assist job applicants in understanding what the employer is looking for when advertising a job.

Group Size:
This module can be used with groups of up to 15 participants.

Useful For:
Staff at all levels especially those returning to work after a career break or job seekers. This module may also be used as a framework for 1:1 coaching sessions.

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

Notes:
This is the second module in the Job Application series of short workshops taking participants through the whole job application process – from selecting the most appropriate jobs to preparing for interview. Alternatively it can be run as a stand-alone exercise.

Time:
The exercise in this module can be completed in about 40 minutes. In total, allowing for discussion, we recommend allowing about 70 minutes for this module.

Aims:
• To help job applicants write a compelling CV.

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

Useful For:
Staff at all levels especially those returning to work after a career break or job seekers. This module may also be used as a framework for 1:1 coaching sessions.

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

Notes:
This is the fourth module in the Job Application series of short workshops taking participants through the whole job application process – from selecting the most appropriate jobs to preparing for interview. It may also be used as a short, stand-alone session.

We’ve provided two alternative briefs for Exercise 1, one for more senior, experienced groups and one for less experienced candidates.

Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 45 minutes for this module.

Aims:
• To introduce participants to a simple 4-step process to follow when dealing with an unhappy customer.

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

Useful For:
Staff at all levels, especially those in a customer-facing role.

You'll Need:
• Flipchart and pens.

Notes:
This exercise works very well as a follow up to The Shoe Shop – A Customer Service Dilemma.

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

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 introduce participants to the Ladder of Inference.
• To help participants understand how quickly we can leap to assumptions about other people, which in turn can harden into deep-rooted beliefs.
• To understand how our beliefs impact on our communication with others.

Group Size:
This module can be used with groups of up to 15 participants. This exercise works best when the teams have 3-4 participants in each, but you don’t want to have more than 5 teams in total, or the exercise will become too unwieldy.

Useful For:
Everyone who interacts with others at work.

You'll Need:
• An internet connection, the Activity Links and your PIN if you’d like to use the videos.

Notes:
This exercise can be useful in any communication skills course or workshop, though it is particularly relevant in training that explores difficult conversations, decision making and negotiations.

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

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 almost any size. 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:
Staff at all levels.

You'll Need:
• A stopwatch.

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.

Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 30 minutes to complete this module.

Aims:
• To draw up some guidelines for making and refusing requests.
• To describe and practise a number of assertiveness techniques.
• To test participants’ understanding of assertive behaviour.

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

Useful For:
Staff up to supervisor level.

You'll Need:
• Half of the participants will need Handout 1 and the rest will need Handout 2. Everyone will need a copy of Handout 3.

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

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.

Time:
The exercise in this module can be completed in about 35 minutes. In total, allowing for discussion, we recommend allowing about 50 minutes for this module.

Aims:
• To understand the importance of setting clear performance objectives for team members.
• To understand what makes an objective SMART.

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

Useful For:
Staff at all levels.

You'll Need:
• 2 clipboards with pens for the assessors.
• 2 copies of the Assessor’s Brief, each sealed in a separate envelope.
• A copy of the handout for every participant.
• A stopwatch.

Notes:
For managers, we strongly recommend following this module with Using SMART Objectives, which will give participants an opportunity to create SMART objectives for specific members of their team.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library called Objectives - Introducing SMART.

Time:
The exercise in this module can be completed within 30 minutes if working with a group of 10-12 participants. In total, allowing for discussion, we recommend allowing about 45-50 minutes for this module.

Aims:
• To identify why potential customers don’t like receiving sales calls.
• To consider the skills that sales consultants will need to use to get their message heard by potential buyers.

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

Useful For:
Telesales staff.

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

Notes:
This module can be used as an effective introduction to telesales training. As the training progresses, you are likely to discover that, having identified the skills they should be using, participants may fail to actually apply these in practical ‘role-play’ or simulation type exercises, and instead slip into bad habits. So we recommend that you encourage participants to use the lists of ‘good’ behaviours they generate to refer to when planning and then reviewing their performance in later role-play/simulation tasks.

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

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 demonstrate the importance of body language in communication.
• To identify the positive and negative signals we give off in conversation.

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 module has been written from a UK perspective. Body language can be interpreted very differently in different regions of the world.

Time:
This game can be played in about 30 minutes. In total, allowing for discussion and evaluation, we recommend allowing 60 minutes.

Aims:
• To examine common problems/conundrums associated with call centres and telesales and discuss ways of overcoming these.
• To highlight and share best practices and tips for making calls successful.

Skills and Behaviours Tested:
Telesales and telephone skills, customer service, communication skills, effective questioning, building rapport, creative thinking and problem solving.

Group Size:
In this exercise participants can play individually, although we recommend they play in pairs/small teams.

Useful For:
Staff at all levels.

You'll Need:
• A counter for every team.
• Dice.
• A 'Pitfalls and Trampolines' game board and a set of Pitfalls cards and Trampoline cards for each game in play.

Notes:
Pitfalls and Trampolines is a fun board game. It can be used at any point within a training event, but is perhaps most useful as a tool for reviewing key learning points and for sharing knowledge and ideas.

Some of the cards may not be applicable to your participants so, before starting the exercise, review all of the Pitfalls and Trampoline cards and remove any that aren't relevant.

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

Time:
This game can be played in about 30 minutes. In total, allowing for discussion and evaluation, we recommend allowing 60 minutes.

Aims:
• To encourage discussion about customer service.
• To identify common pitfalls to avoid in relation to customer service.
• To highlight and share best practices for satisfying and delighting customers.

Skills and Behaviours Tested:
Customer care, communication skills, teamwork and collaboration, creative thinking and problem solving.

Group Size:
In this exercise participants can play individually, although we recommend they play in pairs/small teams.

Useful For:
Staff at all levels especially those in a customer facing role.

You'll Need:
• A counter for every team.
• Dice.
• A 'Pitfalls and Trampolines' game board and a set of Pitfall cards and Trampoline cards for each game in play.

Notes:
Pitfalls and Trampolines is a fun board game. It can be used at any point within a training event, but is perhaps most useful as a tool for reviewing key learning points and for sharing knowledge and ideas.

Some of the cards may not be applicable to your participants so, before starting the exercise, review all of the Pitfalls and Trampolines cards and remove any that aren’t relevant.

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

Time:
This game can be played in about 30 minutes. In total, allowing for discussion and evaluation, we recommend allowing 60 minutes.

Aims:
• To examine common problems/conundrums associated with giving presentations and discuss ways of overcoming these.
• To highlight and share best practices and tips for making presentations successful.

Skills and Behaviours Tested:
Presentation skills, communication skills, influence and persuasion, planning and preparation, creative thinking and audience engagement.

Group Size:
In this exercise participants can play individually, although we recommend they play in pairs/small teams.

Useful For:
Staff at all levels.

You'll Need:
• A counter for every team.
• Dice.
• A 'Pitfalls and Trampolines' game board and a set of Pitfalls cards and Trampoline cards for each game in play.

Notes:
Pitfalls and Trampolines is a fun board game. It can be used at any point within a training event, but is perhaps most useful as a tool for reviewing key learning points and for sharing knowledge and ideas.

Some of the cards may not be applicable to your participants so, before starting the exercise, review all of the Pitfalls and Trampolines cards and remove any that aren’t relevant.

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

Time:
The exercise in this module can be completed in about 20-30 minutes. In total, allowing for discussion, we recommend allowing about 40-50 minutes for this module.

Aims:
• To help participants understand what listeners actually pay attention to when someone is speaking.
• To provide participants with a self-generated list of the essences of powerful communication.

Group Size:
This module can be used with groups of up to 15 participants.

Useful For:
Staff at all levels.

You'll Need:
• A flipchart and a stopwatch for each trainer.

Notes:
This exercise can be useful in any course on communication skills or presentation skills. It works best at the start of a course as the flipchart that the participants generate can be referred to throughout the rest of the course and added to as other essences of powerful communication appear.

If you have 9-15 participants the exercise works best if you split the group into 2 teams.

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