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Communication Skills Remote Delivery

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Everything you need to help participants improve their communication skills, covering things like effective questioning, active listening and effective use of skills such as summary and clarification.

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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

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Film (Streaming)

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Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

A Sign of the Times (R)

Time:
In total we estimate this exercise will take 55 minutes.

Aims:
• To encourage participants to think about how they communicate, and what unintentional messages they might be conveying to customers, colleagues and others.
• To demonstrate how words are just the tip of the communication iceberg, and how what lies beneath the service can have a serious, and lasting impact on how others perceive us, and the organisations we work for.
• To demonstrate how brand is affected by every piece of communication leaving the organisation.

About

Time:
The exercise in this module can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 55 minutes for this module.

Aims:
• To encourage participants to think about how they communicate, and what unintentional messages they might be conveying to customers, colleagues and others.
• To demonstrate how words are just the tip of the communication iceberg, and how what lies beneath the service can have a serious, and lasting impact on how others perceive us, and the organisations we work for.
• To demonstrate how brand is affected by every piece of communication leaving the organisation.

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

Useful For:
Staff at all levels.

You'll Need:
• The Activity Link in Trainers’ Library.
• Your Activity Link PIN from the My Account section of the member homepage.

Notes:
This is a powerful exercise that really gets participants to think about the way organisations communicate. It’s a useful addition to any customer service training, but particularly useful 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’s suitable for all types of organisation, including public and charitable bodies.

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 Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

AIDing Feedback (Why Do I Always Get Them?) (R)

Time:
In total we estimate this exercise will take 70 minutes.

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.

About

Time:
The exercise in this module can be completed in about 35 minutes. In total, allowing for discussion, we recommend allowing about 70 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 12 participants. It’s not suitable for 1-1 training.

Useful For:
Staff at all levels.

You'll Need:
• The film: ‘Why Do I Always Get Them?’. (Our Full, Pro and Consultant customers have access to this as part of their membership; alternatively members can purchase a DVD of the film from 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 (required).

Downloads

+ more for Full
Film (Streaming)

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Alien Invasion - The Fragility of Trust (R)

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

Aims:
• To explore the importance of trust and how easily it is lost.

About

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

Aims:
• To explore the importance of trust and how easily it is lost.

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

Useful For:
Staff at all levels.

You'll Need:
• Nothing other than the materials provided, though you might like to send small prizes to participants in the ‘winning’ team.

Notes:
This provides an interesting insight into how tribalism, based on fear, is created and the implications of that. This activity works best with groups of up to about 8 participants. If you have a large group of 10 or more, we recommend splitting them into 2 smaller groups for the activity.

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
Available to Basic
Trainer Notes


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

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An Alien Challenge - Getting the Questions Right (R)

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

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

About

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 up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Staff at all levels.

You'll Need:
• All three of the Activity Links in Trainers’ Library and your Activity Link PIN from the My Account section of the member homepage.
• To decide how participants will send their questions to you. (Normally this will be by email or text.)

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

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 Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Apostrophes (R)

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

Aims:
• To build an understanding of where apostrophes are required and where they are not.
• To build an understanding of where to place the apostrophe when the possessive noun is a plural.

About

Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 40 minutes for this module.

Aims:
• To build an understanding of where apostrophes are required and where they are not.
• To build an understanding of where to place the apostrophe when the possessive noun is a plural.

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:
This module is suitable for staff at all levels. Misuse of apostrophes is one of the most common errors in business writing. This module makes apostrophe use clear and simple to understand.

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 Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Assertiveness - How Will You Handle It? (R)

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

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

About

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

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

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

Useful For:
Staff up to managerial level.

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:
• Breakout Rooms.

Downloads


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Assumptions - The Witches of Glum (R)

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

Aims:
• To demonstrate the danger of making assumptions.
• To help participants understand how beliefs shape our beliefs and how these can lead to prejudice or false assumptions.

About

Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 25 minutes for this module.

Aims:
• To demonstrate the danger of making assumptions.
• To help participants understand how beliefs shape our beliefs and how these can lead to prejudice or false assumptions.

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

Useful For:
Staff and managers at all levels.

You'll Need:
• To pre-prepare a poll/quiz based on the Trainer’s Handout.
• The Activity Link in Trainers’ Library.
• Your Activity Link PIN from the My Account section of the member homepage.

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

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 (see optional additional exercise).

Downloads

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Trainer Handout (Word)

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Trainer Notes (Word)

Counts as 1 download.

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Label

Barriers to Communication (R)

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

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

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 identify key barriers to effective communication.
• To explore why such barriers exist.
• To identify 'good practice' principles that will help avoid barriers to communication.

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

Useful For:
Staff up to supervisor/team leader level.

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:
• Breakout Rooms (required).

Downloads
Available to Basic
Trainer Notes


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

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Label

Building Rapport with Colleagues (R)

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

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

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

Useful For:
Staff up to supervisor/team leader level.

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:
• Breakout Rooms (required).

Downloads


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Communicating Without Body Language (R)

Time:
In total we estimate this exercise will take 35 minutes.

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.

About

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

Useful For:
Staff at all levels.

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

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:
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 (not required).
• Breakout Rooms (not required).

Downloads


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Dealing with Aggressive Behaviour (R)

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

Aims:
• To help participants develop guidelines for dealing assertively with aggressive behaviour.
• To introduce the fogging technique as one way to assertively respond to aggressive behaviour.

About

Time:
The exercise in this module can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 50 minutes for this module.

Aims:
• To help participants develop guidelines for dealing assertively with aggressive behaviour.
• To introduce the fogging technique as one way to assertively respond to aggressive behaviour.

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

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:
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 Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Delegation - Sink or Swim (R)

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

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.

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

Useful For:
Team leaders and managers.

You'll Need:
• To ensure that participants have a number of sheets of blank A4 paper.
• You’ll also need to ensure participants can receive and open the briefs with the instructions for the task when you send it to them. As a contingency, ensure you have each participant’s email address so that the files can be sent that way if necessary.

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 Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Difficult Conversations 1 - Why They Need Thinking About (R)

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

Aims:
• To identify the types of conversations that people find difficult.
• To explore the potential consequences of avoiding difficult conversations, managing them badly and of managing them effectively.
• To understand the importance of thinking about the purpose of a difficult conversation and preparing for it before it happens.

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 identify the types of conversations that people find difficult.
• To explore the potential consequences of avoiding difficult conversations, managing them badly and of managing them effectively.
• To understand the importance of thinking about the purpose of a difficult conversation and preparing for it before it happens.

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

Useful For:
Staff at all levels, but particularly managers.

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:
• Breakout Rooms (required).

Label

Difficult Conversations 2 - Planning and Preparation (R)

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

Aims:
• To help participants prepare for conversations they find difficult and approach them in a way that is more likely to achieve a positive outcome.

About

Time:
The exercise in this module can be completed in about 20 minutes. In total, allowing for discussion, we recommend allowing about 45 minutes for this module.

Aims:
• To help participants prepare for conversations they find difficult and approach them in a way that is more likely to achieve a positive outcome.

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 but particular managers.

You'll Need:
• To remind participants to bring the questions they produced in Difficult Conversations 1 – Why They Need Thinking About, if you used this session, or send them Handout 1 in advance of the training session if you haven’t.

Notes:
The exercise in this session involves splitting the group into small teams. However, if you have 5 or fewer participants, you can keep them together in one team, in which case a breakout room is not essential.

This module can also be used as the basis for a 1:1 coaching exercise/discussion.

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 - see Notes).

Downloads


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Difficult Conversations 3 - Using Constructive Language (R)

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

Aims:
• To help participants conduct difficult conversations using language that is more likely to achieve a positive outcome for all.

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 help participants conduct difficult conversations using language that is more likely to achieve a positive outcome for all.

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 and managers in particular.

You'll Need:
• Nothing other than the materials provided, though participants should be encouraged to bring the handouts from the earlier sessions on this topic if you’ve run them.

Notes:
This module is a natural follow on to Difficult Conversations 1 – Why They Need Thinking About and Difficult Conversations 2 – Planning and Preparation.

This module can be used as the basis for a 1:1 coaching exercise/discussion.

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 Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Difficult Conversations 4 - Practical Application (R)

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

Aims:
• To give participants the opportunity to practise planning and preparing for a difficult conversation.

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 give participants the opportunity to practise planning and preparing for a difficult conversation.

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 and managers in particular.

You'll Need:
• Nothing other than the materials provided, though participants should be encouraged to bring the handouts and work from earlier sessions.

Notes:
This module is a follow up to Difficult Conversations 1-3, and a natural conclusion to those. It reviews the previous work, introduces a structure for difficult conversations and provides a practical opportunity to plan for a real situation.

The activity can be run as a remote training session, with participants working in pairs.

However, if you prefer, you could brief participants by email and run this as a post training activity to be completed back in the workplace. If used in this way, we suggest you review each participant’s work in a follow up 1:1 coaching 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:
• Breakout Rooms (required).

Downloads
Available to Basic
Trainer Notes
Handout
Handout (Word)


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Trainer Notes (Word)

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Discounts and Desire - Using Discounts Wisely (R)

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

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.

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 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 12 participants. It’s not suitable for 1-1 training.

Useful For:
Anyone involved in sales.

You'll Need:
• To pre-prepare a poll based on the Trainer’s Handout.
• The Activity Link in Trainers’ Library.
• Your Activity Link PIN from the My Account section of the member homepage.

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, but not essential).
• Breakout Rooms (required).

Downloads

+ more for Full
Trainer Handout (Word)

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

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Label

Facing up to Challenges - Assertiveness Role-Play (R)

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

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

About

Time:
The exercise in this module can be completed in about 20 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.

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

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:
This activity is designed to be used as a conclusion to training around assertive behaviour and is suitable for staff at all levels. It provides participants with an opportunity to practise responding assertively to a range of situations – whether with managing upwards, dealing with peers and colleagues or in personal situations.

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
Handout
Handout (Word)


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Trainer Notes (Word)

Counts as 1 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.

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Label

Gossip! - An Exercise in Communication (R)

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

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.

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 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:
This module can be used with larger groups of between 6-10 participants. It’s not suitable for 1-1 training.

Useful For:
Staff at all levels.

You'll Need:
• To ensure every participant has a different ‘Gossip’ Brief. You might like to distribute these by email in advance of the session.

Notes:
This communication exercise is based on a logic puzzle. It’s a challenging exercise, made more so when using video conferencing. However, it illustrates, very powerfully, the need to control online discussions, to allow everyone a voice, to speak one at a time, and to listen carefully to what others are saying.

You will need a minimum of 3 participants, whilst 6 is the optimum number for the exercise. We do not recommend attempting this exercise with groups larger than 8, but if you must, we have included additional Gossip Briefs that enable the exercise to be used in groups of up to 10.

Please note that where there are more than 6 participants, some of the ‘gossip’ will be duplicated.

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).

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How Assertive Are You? (R)

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

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

About

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

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

Group Size:
This module can be used with individuals as well as groups of up to 12 participants.

Useful For:
Staff up to supervisor level.

You'll Need:
• To send participants a copy of the handout to complete 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.

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Influence and Persuasion - Understanding and Using Benefits (R)

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

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

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 help participants recognise the difference between features and benefits.
• To demonstrate the importance of identifying customer needs and selling to these.
• To give participants the opportunity of explaining the benefits of their solution.

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

Useful For:
Staff at all levels but particularly those in sales, or roles where they are required to influence.

You'll Need:
• The Activity Link in Trainers’ Library.
• Your Activity Link PIN from the My Account section of the member homepage.

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).

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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).

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Island of Opportunity - A Test of Negotiation Skills (R)

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

Aims:
• To demonstrate the importance of building a clear understanding of needs and feelings in negotiation, through effective questioning and listening.
• To show the importance of separating people and personalities from the problems.
• To show the value of a shared problem/creative solution finding approach to negotiation.
• To provide an opportunity to practise negotiation, teamwork and problem solving skills.

About

Time:
This game can be played in about 60 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 module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Staff at all levels who are involved in negotiating, but managers in particular.

You'll Need:
• Nothing other than the materials provided, but you might want to consider pre-assigning participants to their tribe and providing tribe members with their team brief and the island map in advance of the training session.

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:
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).

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Jill Fruggle’s Virtual Treasure Hunt

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

Aims:
• Show participants the importance of effective communication when working together, especially when working together remotely.
• Test participants’ attention to detail, individually and collectively.
• Test time management skills and a team’s ability to perform under pressure.

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:
• Show participants the importance of effective communication when working together, especially when working together remotely.
• Test participants’ attention to detail, individually and collectively.
• Test time management skills and a team’s ability to perform under pressure.

Skills and Behaviours Tested:
Communication skills, attention to detail, problem solving, teamwork, collaboration, time management and leadership skills.

Group Size:
Ideally, you’ll have 2 teams with a minimum of 2 participants in each, with each team assigned to a different breakout room. However, the game can be run with smaller groups, with all participants working together in 1 team competing against the clock.

Useful For:
Staff at all levels.

You'll Need:
• The Activity Link in Trainers’ Library and your Activity Link PIN from the My Account section of the member homepage.
• A prize for the winning team.

Notes:
In the exercise, teams are given a series of riddles, puzzles and questions to solve, to help them discover where Jill Fruggle hid her mother’s prize brooch.

The riddles and puzzles have been deliberately designed to draw upon different skills. They include riddles and cryptic clues, mathematical questions, word questions, and general knowledge questions. Some require close attention to detail.

This exercise can also be used to examine the role of leaders within teams. If you wish to use the exercise in this way, you might want to pre-assign the role of leader to someone from each team.

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 if more than one team).

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Leaping to Assumptions - The Ladder of Inference (R)

Time:
In total we estimate this exercise will take 70 minutes.

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.

About

Time:
The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 70 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 12 participants. It’s not suitable for 1-1 training.

Useful For:
Everyone who interacts with others at work.

You'll Need:
• An internet connection, the Activity Links and your PIN.

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. This module works well when immediately preceded by Assumptions - The Witches of Glum (from the Icebreakers section in Trainers’ Library) as it also challenges our tendency to assume things.

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).

Label

Making and Refusing Requests (R)

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

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.

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 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 can be used with groups of up to 12 participants. However, it is not suitable for 1-1 training.

Useful For:
Staff up to supervisor level.

You'll Need:
• To send half of your participants a copy of Handout 1 before the training session, and the other half Handout 2. Make a note of who has been sent which handout and ask them not to share the contents of their handout with others prior to 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:
• Breakout Rooms (essential).

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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.

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Available to Basic
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Pings and Pangs - Signals of Rapport?

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

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

About

Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 30 minutes for 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 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:
• A delivery method that allows participants to give non-verbal reactions, as in Zoom. Your participants will need to understand how to do this. (Although we do provide a work around if this isn’t possible.)

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

There are two ways to run this activity. The first is a lively and engaging competition, with lots of noise that might not be appropriate for all groups. This requires access to our videos and is best for Pro customers who can pre-download the video, rather than stream it. The other is a discussion-based activity, which utilises breakout rooms. Choose the one that is best suited to your group.

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).

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Police Chase (R)

Time:
In total we estimate this exercise will take 105 minutes.

Aims:
• To tests individuals’ commitment to teamwork, as well as their ability to communicate effectively and work co-operatively together.
• To explore how participants react when trust within their team is undermined and to observe how well individuals work together when under pressure.
• To examine the impact changes in personnel can have on a team, as well as an opportunity to consider the size at which teams achieve optimum performance, in terms of their decision making abilities.

About

Time:
The exercise in this module can be completed in about 60 minutes. In total, allowing for discussion, we recommend allowing about 105 minutes for this module.

Aims:
• To tests individuals’ commitment to teamwork, as well as their ability to communicate effectively and work co-operatively together.
• To explore how participants react when trust within their team is undermined and to observe how well individuals work together when under pressure.
• To examine the impact changes in personnel can have on a team, as well as an opportunity to consider the size at which teams achieve optimum performance, in terms of their decision making abilities.

Skills and Behaviours Tested:
Communication skills, problem solving, decision making, teamwork and team dynamics, leadership, conflict, trust, adapting to change and time management.

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

Useful For:
Staff at all levels.

You'll Need:
• To customise the free spinner provided on Trainers’ Library.
• A timer/stopwatch to keep track of time. (There is a countdown timer available in Trainers’ Library.)

Notes:
This exercise has been designed to look at teamwork in a general sense and to provide an opportunity to think about what happens to teamwork when trust is impaired or missing.

The first 10 minutes, before the exercise begins, should be used to give the teams a chance to clarify their understanding of the rules, and begin thinking about their strategy.

In this module we’ve used a fictional currency that consists of Unums and Centums. This means the exercise can be used in any country, and with international groups, without further adaptation. (100 Unum = 1 Centum.)

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).

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Powerful Communication - What Listeners Pay Attention To (R)

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

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.

About

Time:
The exercise in this module can be completed in about 20 minutes. In total, allowing for discussion, we recommend allowing about 45 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 12 participants. It’s not suitable for 1-1 training.

Useful For:
Staff at all levels.

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

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 more than 6 participants, the exercise works best if you split the group into 2 teams, in which case you might want one team to run the activity without cameras, as explained in the notes. (If you do this, you will need one participant, or another trainer, to facilitate the process.)

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 if more than 6 participants).

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Remote Teams - Engaging with Technology (R)

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

Aims:
• To encourage participants to think about the technology that will help remote teams to be effective and how to use it appropriately.

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 encourage participants to think about the technology that will help remote teams to be effective and how to use it appropriately.

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

Useful For:
This module is best run with a complete team of remote workers and their manager.

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

Notes:
The Glasstap team have been working successfully as a remote team from at least 6 different locations, for more than 10 years. Collectively, we have more than 55 years’ experience of remote team working. In this series of modules, we’ve used that experience to help you help other teams and their managers make the transition to remote working, or build on the foundations already in place.

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
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Trainer Notes
Handout
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Responding to Written Complaints (R)

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

Aims:
• To encourage participants to think about the importance of written complaints.
• To provide a simple model for drafting an appropriate written response to a complaint.
• To provide an opportunity for participants to practise writing responses to customer complaints.

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 encourage participants to think about the importance of written complaints.
• To provide a simple model for drafting an appropriate written response to a complaint.
• To provide an opportunity for participants to practise writing responses to customer complaints.

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 and in particular, supervisors, team leaders or those responding to customer complaints.

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

Notes:
We have provided 4 fictional written complaints, which can be used if real examples can't be made available, (together with a suggested response for each) but the exercise will probably be of more benefit if participants can draft responses to complaints that are relevant to their team/department/organisation.

We recommend therefore that for the practical element of this module, you gather some examples of written complaints received by your organisation (try to have a mix of letters, emails or social media postings). You should pre-prepare these by removing any information that identifies the customer and/or a particular member of staff.

Before running this module, please familiarise yourself with the handout and make sure you understand the structure used. The suggested responses to our fictional written complaints will help in your preparation.

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.
• Breakout Rooms.

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Sheep Trail - An Exercise in Communication and Continuous Improvement

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

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.

About

Time:
The exercise in this module can be completed in about 20 minutes. In total, allowing for discussion, we recommend allowing about 40 minutes for 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 can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.

Useful For:
Staff at all levels.

You'll Need:
• The Team Brief and appropriate Activity Links together with your unique PIN ready to send to the Team Leaders (Shepherds).

Notes:
The timings shown above are based on giving the team(s) one attempt to complete a route around the course.

However, you might like to give teams the opportunity to review their performance and have another go, either immediately, or later in the training, particularly if you want to link this activity to continuous improvement.

For each additional attempt, allow a further 30 minutes.

We’ve provided three different Route Maps for this activity, each of which is progressively more difficult. If you plan on giving participants just one attempt to complete the task, we recommend using Route 1/Activity Link 1 (the simplest) or Route 2 on Activity Link 2.

If teams will have more than one opportunity to attempt the challenge, use a progressively difficult map in each subsequent round.

You might like to have small prizes for the winning/successful teams.

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 for larger groups).
• The system you use must also give participants the ability to annotate a file shared on screen with a ‘Stamp’, similar to that provided in Zoom.

Special Note of Thanks:
We would like to thank our customers, Bharti Dekate and the team at We Are Ideas Consulting in Mumbai, India for the enormous help and generosity in designing this remote delivery version of Glasstap Sheep Trials.

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Summary and Clarification (R)

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

Aims:
• To demonstrate the importance of summary and clarification in effective communication.

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 demonstrate the importance of summary and clarification in effective communication.

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.

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 (optional for larger groups).

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Telephone Sales - Don’t Be Annoying!

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

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.

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

Useful For:
Telesales and sales 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 may discover that, having identified the skills they should be using, participants fail to actually apply these in practical ‘role-play’ or simulation type exercises, and instead slip into bad habits. We recommend encouraging participants to use the lists of ‘good’ behaviours they generate to plan and then review their performance in later role-play/simulation tasks.

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
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Trainer Notes
Handout
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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
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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.

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What Builds Desire? - Understanding Practical and Emotional Drivers

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

Aims:
• To help participants understand the practical and emotional reasons for making a purchase.
• To give participants an awareness of what motivates their customers to buy.

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 help participants understand the practical and emotional reasons for making a purchase.
• To give participants an awareness of what motivates their customers to buy.

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 involved in sales.

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:
• Breakout Rooms (required).

Downloads


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

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Wrong Message, Poorly Written (R)

Time:
In total we estimate this exercise will take 105 minutes.

Aims:
• To help participants identify what is wrong with a real example of a ‘customer service’ email.
• To encourage participants to think about the key messages the company intended to deliver to its customers.
• To recognise the impact that poor grammar and punctuation has on a writer’s credibility.
• To rewrite the email, delivering the key messages in an appropriate, effective manner.

About

Time:
The exercise in this module can be completed in about 45 minutes. In total, allowing for discussion, we recommend allowing about 105 minutes for this module.

Aims:
• To help participants identify what is wrong with a real example of a ‘customer service’ email.
• To encourage participants to think about the key messages the company intended to deliver to its customers.
• To recognise the impact that poor grammar and punctuation has on a writer’s credibility.
• To rewrite the email, delivering the key messages in an appropriate, effective manner.

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

Useful For:
Supervisors and above.

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

Notes:
This is a long module for remote delivery, so we strongly recommend running it as two one-hour sessions with a break between, as described in the notes. This means running it either side of a decent (minimum 20 minute) break or over two days.

This module is based upon a genuine email, which was distributed to an internet hosting company’s customers. It contains important lessons about culture, customer service, and writing skills. It can also be used to prompt discussion about the damaging effects of poor communication.

For the purposes of this exercise we’ve shortened the original email by removing a few of the more technical paragraphs.

If using this module to train an individual, run the first exercise as a 1:1 discussion, but leave them to attempt the second activity alone, either in the session or as a work-based activity between coaching sessions.

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).

Label

Wrong Standard - Examination of a Real 'Standard Letter' (R)

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

Aims:
• To help participants identify what is wrong with a (real example) of a ‘customer service’ letter.
• To encourage participants to think about the key messages the company intended to deliver to its customer.
• To recognise how one badly constructed letter can lose a customer.

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 help participants identify what is wrong with a (real example) of a ‘customer service’ letter.
• To encourage participants to think about the key messages the company intended to deliver to its customer.
• To recognise how one badly constructed letter can lose a customer.

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

Useful For:
Staff at all levels, and especially people working in finance and/or customer services.

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

Notes:
This module is suitable for staff at all levels; especially those involved in financial and/or customer services. The example shows a letter that is confusing and pretentious, both in its layout and in its content. The writer of this letter should be aiming to regain – even increase – business from this customer. In the letter's current format, it is highly unlikely that this will be achieved.

This exercise would also be useful to develop a conversation in an organisation about its standard letters, which are often carelessly written and should be regularly examined and revised.

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
Available to Basic
Trainer Notes
Handout
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