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Communication Skills Icebreakers and Energisers

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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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6 (ish) Degrees of Separation - A Networking Exercise

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

Aims:
• To identify the things they have in common with the other members of the group.
• To understand how finding connections influences their feelings about other people.

About

Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 20 minutes for completion.

Aims:
• To identify the things they have in common with the other members of the group.
• To understand how finding connections influences their feelings about other people.

Group Size:
Suitable for use with groups of almost any size.

You'll Need:
• A copy of the handout for each participant and a roll of Sellotape for each team.
• A small prize is optional.

Notes:
This is a great exercise to get people talking and could be run over lunch at a networking event.

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Alien Invasion - The Fragility of Trust

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

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

Group Size:
Suitable for use with groups of almost any size.

Useful For:
Staff at all levels.

You'll Need:
• A whistle or bell (optional) to let the group know when to stop.
• A selection of small prizes.

Notes:
This provides an interesting insight into how tribalism, based on fear, is created and the implications of that.

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

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All Change! - How We React to Change

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

Aims:
• To explore the effects and reactions to change when communication is limited.

About

Time:
This exercise will take about 5 minutes to complete. In total, allowing for discussion, we recommend allowing 20 minutes.

Aims:
• To explore the effects and reactions to change when communication is limited.

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

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

Notes:
Avoid the temptation to brief this exercise in any way.

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Anagram Line up!

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

Aims:
• To energise a group.
• To test participants’ abilities to work together quickly to solve a simple problem.
• To introduce the concept of continuous improvement.

About

Time:
This exercise will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 20 minutes for completion.

Aims:
• To energise a group.
• To test participants’ abilities to work together quickly to solve a simple problem.
• To introduce the concept of continuous improvement.

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

Useful For:
All participants.

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

Notes:
This simple activity is one you can return to several times in your training to demonstrate the principles of continuous improvement.

Provided you have more than one team, this activity adds an extra dimension to the remote delivery module, ‘Hands up, Line up!’ by encouraging participants to reflect on how a silo mentality might impact continuous improvement.

Remote/Virtual Delivery:
The Remote Delivery version of this module available in Trainers’ Library is called ‘Hands up, Line up!’.

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And They Said…

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

Aims:
• To review knowledge, share feedback or quiz participants.
• To assess current awareness of a situation or challenge.

About

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

Aims:
• To review knowledge, share feedback or quiz participants.
• To assess current awareness of a situation or challenge.

Group Size:
This module can be used with groups of up to 24 participants.

Useful For:
Any situation where you want to inject some fun and humour whilst testing your participants’ knowledge or awareness.

You'll Need:
• To pre-prepare a series of questions, each with multiple answers.

Notes:
Developed to share customer feedback with our team, this is also a great activity to use in any situation where you want to run a quiz where questions have more than one answer. For example, you could use it to test participants’ knowledge of the main features of a product or service, or to remind teams of their successes.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library called Let's See if it's There.

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Trainer Notes
PowerPoint
Buzzer Sound File

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Assumptions - The Witches of Glum

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

Aims:
• To understand the importance of listening skills.
• To illustrate the dangers of making assumptions.
• To provoke discussion about prejudices and stereotypes.

About

Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 25 minutes for completion.

Aims:
• To understand the importance of listening skills.
• To illustrate the dangers of making assumptions.
• To provoke discussion about prejudices and stereotypes.

Group Size:
Suitable for use with groups of almost any size. This module is also suitable for remote/virtual delivery – see separate note.

You'll Need:
• Pens and paper for every participant.
• The audio recording of the story, which can be streamed from Trainers’ Library if you prefer not to read it aloud yourself.

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

This module has been endorsed by Show Racism the Red Card. For more information about the great work this charity is doing to educate against racism, visit www.theredcard.org.

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

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Bingo! - An Exercise in Communication

Time:
In total we estimate this exercise will take 15 minutes.

Aims:
• To help participants identify things they have in common with one another.
• To show the benefits of building rapport to create effective working relationships.

About

Time:
This exercise will take about 10 minutes to run. In total, allowing for discussion, we recommend allowing 15 minutes for completion.

Aims:
• To help participants identify things they have in common with one another.
• To show the benefits of building rapport to create effective working relationships.

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

You'll Need:
• Bingo cards. (We've provided some.)
• A small prize for the winning participant is a nice touch, but not essential.

Notes:
We have provided pre-prepared bingo cards, but feel free to adapt them to meet the specific needs of your participants.

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Carrie’s Conundrum - Are Difficult Conversations Necessary?

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

Aims:
• To explore why difficult conversations can be necessary and form part of healthy working relationships.

About

Time:
This exercise will take about 5 minutes to complete. In total, allowing for discussion, we recommend allowing 20 minutes for completion.

Aims:
• To explore why difficult conversations can be necessary and form part of healthy working relationships.

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

Useful For:
Anyone.

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

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

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Trainer Notes
Handout
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Change Spectrum

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

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

About

Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing about 20 minutes for completion.

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

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

Useful For:
Staff at all levels.

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

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

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

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Clear Communication? - When Messages get Lost in Translation

Time:
In total we estimate this exercise will take 15 minutes.

Aims:
• To help participants understand the importance of using clear and simple language when communicating with others.

About

Time:
This exercise will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 15 minutes for completion.

Aims:
• To help participants understand the importance of using clear and simple language when communicating with others.

Group Size:
Suitable for use with groups of almost any size.

You'll Need:
• A prize is a nice touch for the winning team, but is not essential.
• A stopwatch or timer.

Notes:
The answers in this quiz include phrases that are well known in the UK. Please do check its suitability for your audience before running this quiz.

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Course Introduction - A Basic Introduction to Training Events

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

Aims:
• To welcome the participants.
• To introduce the facilitator(s) and participants to each other.
• To introduce the facilities.
• To agree the course objectives and timetable.

About

Time:
This exercise will take about 25 minutes to complete. In total, allowing for discussion, we recommend allowing 30 minutes for completion.

Aims:
• To welcome the participants.
• To introduce the facilitator(s) and participants to each other.
• To introduce the facilities.
• To agree the course objectives and timetable.

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

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

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Trainer Notes
Handout
Handout (Word)

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Getting Knotted - Working Together to Solve a Challenge

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

Aims:
• To test participants’ abilities to work together and solve a problem.

About

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

Aims:
• To test participants’ abilities to work together and solve a problem.

Group Size:
This module is suitable for use with groups of between 6 and 24 participants.

You'll Need:
Two lengths of string (approximately 30cm long) for each participant.

Notes:
This exercise involves bending and twisting and may not be suitable for all participants. Please remind participants to take care in this exercise.

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Goldilocks - A Listening Exercise

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

Aims:
• To test listening skills.
• To illustrate the dangers of making assumptions.
• To encourage participants to think about how they can check their understanding of information they receive.

About

Time:
This exercise will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 20 minutes for completion. (You may wish to take more time for larger groups or where you want to explore some of the learning in more detail.)

Aims:
• To test listening skills.
• To illustrate the dangers of making assumptions.
• To encourage participants to think about how they can check their understanding of information they receive.

Group Size:
This module is suitable for use with groups of almost any size. It is possible to use this exercise in conference situations as well as more usual training interventions like courses and workshops.

You'll Need:
• A pre-prepared flipchart of the statements from the handout (hidden from view until required).

Notes:
We suggest you rehearse reading the story aloud beforehand.

If You Like This Training Exercise:
You’ll LOVE ‘The Witches of Glum’ which is also available from Trainers’ Library. ‘The Witches of Glum’ has been endorsed by Show Racism the Red Card for its ability to make participants think about prejudice and stereotypes. To find out more about the great work this charity is doing to educate against racism, visit www.theredcard.org.

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Handout
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Guess What Animal I Am - An Exercise in Questioning

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

Aims:
• To demonstrate the benefit of using open questions when gathering information.

About

Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 20 minutes for completion.

Aims:
• To demonstrate the benefit of using open questions when gathering information.

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

You'll Need:
Post its and pens.

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Intro Web

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

Aims:
• To introduce participants to one another.
• To practice and test listening skills.

About

Time:
This exercise will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 20 minutes for completion.

Aims:
• To introduce participants to one another.
• To practice and test listening skills.

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

Useful For:
Staff at all levels.

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

Notes:
A very simple but engaging icebreaker.

This can be used in any situation to introduce participants, but is particularly useful where you want to focus on networking or communication skills.

It’s also a very effective way to introduce the concept of experiential training in train the trainer training. Participants should be able to see that getting involved in an experience makes the learning (in this case around communication) stick in a way that they wouldn’t gain from simply being told about, for example, the benefits of summary and clarification.

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Introductions - Learning About Other Participants

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

Aims:
• To encourage participants to share information about themselves.
• To build rapport among participants.
• To start to identify core communication skills.
• To explore the use of the communication loop.

About

Time:
This exercise will take about 25 minutes to complete. In total, allowing for discussion, we recommend allowing 30 minutes for completion.

Aims:
• To encourage participants to share information about themselves.
• To build rapport among participants.
• To start to identify core communication skills.
• To explore the use of the communication loop.

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

You'll Need:
• You might find it useful to pre-prepare a flipchart with the questions participants will be answering written on it.

Notes:
This exercise takes longer to run with larger groups.

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Trainer Notes
Handout
Handout (Word)

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Investigative Journalists

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

Aims:
• To get participants talking and using some of the fundamental skills of information gathering, including effective questioning and active listening.
• To identify the importance of understanding not just actions, but the motivation for actions.
• To begin to identify some key skills anyone looking to build rapport and influence needs.

About

Time:
This exercise will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 20 minutes for completion.

Aims:
• To get participants talking and using some of the fundamental skills of information gathering, including effective questioning and active listening.
• To identify the importance of understanding not just actions, but the motivation for actions.
• To begin to identify some key skills anyone looking to build rapport and influence needs.

Group Size:
Suitable for use with groups of up to 12 participants.

Useful For:
Anyone.

You'll Need:
• A supply of A4 paper for each participant to show their answers to the group. (You could use a small wipe clean whiteboard or similar).

Notes:
This icebreaker is useful in any situation where you want to encourage meaningful conversations.

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

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Jigsaw Race - An Introduction to Communication

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

Aims:
• To test participants' communication skills.
• To demonstrate the importance of breaking complex messages down into key points.
• To illustrate the difficulties of communicating using only the voice.

About

Time:
This exercise will take about 10 minutes to run. In total, allowing for discussion, we recommend allowing 20 minutes for completion.

Aims:
• To test participants' communication skills.
• To demonstrate the importance of breaking complex messages down into key points.
• To illustrate the difficulties of communicating using only the voice.

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

You'll Need:
• A blindfold and a small jigsaw puzzle for each pair of participants. (24-30 piece puzzles are ideal.)

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Just Beat It - Misinterpretations in Communication

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

Aims:
• To demonstrate the dangers of making assumptions about others' knowledge when communicating.
• To recognise situations where the recipient might not interpret our message in the way we intended.

About

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

Aims:
• To demonstrate the dangers of making assumptions about others' knowledge when communicating.
• To recognise situations where the recipient might not interpret our message in the way we intended.

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

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

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Let's Dance! - Networking and Communication

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

Aims:
• To encourage networking.
• To illustrate that getting to know what matters to others is a great way of building rapport.

About

Time:
This exercise will take about 15 minutes to run. In total, allowing for discussion, we recommend allowing 20 minutes for completion.

Aims:
• To encourage networking.
• To illustrate that getting to know what matters to others is a great way of building rapport.

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

You'll Need:
Music, of your choice to play during the exercise.

Notes:
Remember to ensure that you have the appropriate PRS and PPL licences to use music during training.

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Life Story - A Test of Listening Skills

Time:
In total we estimate this exercise will take 15 minutes.

Aims:
• To encourage participants to share information about each other.
• To test participant's listening and recall skills.
• To briefly explore barriers to listening.

About

Time:
This exercise will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 15 minutes for completion.

Aims:
• To encourage participants to share information about each other.
• To test participant's listening and recall skills.
• To briefly explore barriers to listening.

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

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

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Making Connections

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

Aims:
• To let participants get to know each other in a fun way.
• To identify what helped or hindered communication.

About

Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing about 20 minutes for completion.

Aims:
• To let participants get to know each other in a fun way.
• To identify what helped or hindered communication.

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

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

Notes:
If using this exercise with very large groups it will take longer to run.

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Making Messages Memorable - The Rule of Three

Time:
In total we estimate this exercise will take 15 minutes.

Aims:
• To explain the Rule of Three.
• To demonstrate the impact of repeating three-word slogans during presentations or training.
• To show the value of audience participation.

About

Time:
This exercise will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 15 minutes for completion.

Aims:
• To explain the Rule of Three.
• To demonstrate the impact of repeating three-word slogans during presentations or training.
• To show the value of audience participation.

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

You'll Need:
• A set of buzzers will add to the competitive atmosphere but are not essential.

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Miss-Understood

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

Aims:
• To demonstrate how easily misunderstandings can occur even when we think our communication is clear.

About

Time:
This exercise will take about 20 minutes to complete. In total, allowing for discussion, we recommend allowing 40 minutes for completion.

Aims:
• To demonstrate how easily misunderstandings can occur even when we think our communication is clear.

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

Useful For:
Staff at all levels.

You'll Need:
• Plenty of post-it notes.
• 10 sheets of flipchart paper.

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

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One Man Brand - How Images Add Impact to Our Message

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

Aims:
• To help participants get to know each other.
• To encourage participants to think about their personal ‘brand’.
• To understand the power of images to convey messages.

About

Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing about 20 minutes for completion.

Aims:
• To help participants get to know each other.
• To encourage participants to think about their personal ‘brand’.
• To understand the power of images to convey messages.

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

You'll Need:
• Blank name tent cards and pens for your participants.

Notes:
If using this icebreaker in very large groups ask participants to work in small teams and introduce themselves to those team members rather than the whole group.

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Handout
Handout (Word)

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People in a Different Light

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

Aims:
• To encourage participants to share information about themselves.
• To test participant's knowledge of each other.
• To encourage participants to see beyond their existing perceptions of others.

About

Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 20 minutes for completion.

Aims:
• To encourage participants to share information about themselves.
• To test participant's knowledge of each other.
• To encourage participants to see beyond their existing perceptions of others.

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

Useful For:
Staff at all levels.

You'll Need:
• A pen and post-it notes for each participant.

Notes:
For a similar activity, with a different approach, you might like to look at True Lies.

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

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Trainer Notes

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Prisoners of Dongia

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

Aims:
• To test participants ability to work together to solve a communication challenge.
• To encourage participants to think about communication and the importance of being able to communicate with others.
• To consider the importance of checking understanding and taking your whole team with you when change occurs.

About

Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 35 minutes for completion.

Aims:
• To test participants ability to work together to solve a communication challenge.
• To encourage participants to think about communication and the importance of being able to communicate with others.
• To consider the importance of checking understanding and taking your whole team with you when change occurs.

Group Size:
Suitable for use with groups of up to 12 participants.

Useful For:
Staff of all levels.

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

Notes:
If using this exercise with very large groups, you will need to split participants into smaller teams.

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

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Pulling in Different Directions

Time:
In total we estimate this exercise will take 15 minutes.

Aims:
• To explore the positive impact of assertive communication when working with others.
• To describe how communication helped or hindered their problem solving.

About

Time:
This exercise will take about 5 minutes to complete. In total, allowing for discussion, we recommend allowing 15 minutes for completion.

Aims:
• To explore the positive impact of assertive communication when working with others.
• To describe how communication helped or hindered their problem solving.

Group Size:
Suitable for use with groups of almost any size.

You'll Need:
• A length of rope. (We suggest around 1 metre per participant.)
• A blindfold for each participant.

Notes:
If using this exercise with very large groups, you will need volunteers to take part and the remaining participants act as observers.

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Questions, Questions - An Exercise in Effective Communication

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

Aims:
• To encourage participants to gather information about each other.
• To illustrate the importance and benefit of open questions when gathering information.
• To illustrate the uses of closed questions.

About

Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 20 minutes for completion.

Aims:
• To encourage participants to gather information about each other.
• To illustrate the importance and benefit of open questions when gathering information.
• To illustrate the uses of closed questions.

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

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

Notes:
This exercise will take longer the larger the group.

Downloads
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Trainer Notes
PowerPoint

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Shared Effort - The Importance of Teamwork

Time:
In total we estimate this exercise will take 15 minutes.

Aims:
• To illustrate the nature and importance of teamwork in a fun way.
• To help teams define teamwork.

About

Time:
This exercise will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 15 minutes for completion.

Aims:
• To illustrate the nature and importance of teamwork in a fun way.
• To help teams define teamwork.

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

You'll Need:
• One ‘Bendy Person’ for each participant
• One A3 sheet of paper for each participant. (Please note that A4 is not large enough.)

Notes:
This icebreaker is based on an idea contributed by Kim Davies.

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Sorting Out - Why Objectives Matter

Time:
In total we estimate this exercise will take 15 minutes.

Aims:
• To help participants to understand why clear objectives and goals matter.

About

Time:
This exercise will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 15 minutes for completion.

Aims:
• To help participants to understand why clear objectives and goals matter.

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

You'll Need:
• One set of Sorting Out Shape Cards per two participants.
• A stopwatch.
• A buzzer or bell to signal when their time is up.

Notes:
Filing Frenzy card packs are available to purchase – each pack contains 10 sets of the shape cards used in this activity.

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Sorting Out - Why Speaking Works Best

Time:
In total we estimate this exercise will take 15 minutes.

Aims:
• To help participants to understand the limitations of electronic communication when working as a team.

About

Time:
This exercise will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 15 minutes for completion.

Aims:
• To help participants to understand the limitations of electronic communication when working as a team.

Group Size:
This exercise is suitable for use with groups of 6 or more participants.

You'll Need:
• 1 set of Sorting Out Shape Cards and 3 envelopes per team of 3 participants.
• Every participant needs to use a mobile phone during the exercise.
• A stopwatch.

Filing Frenzy card packs are available to purchase - each pack contains 10 sets of the shape cards used in this activity.

Notes:
This exercise works best with break out spaces, but it’s not essential as long as you have space to separate the 3 sets of players.

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Sorting Out Shape Cards

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The Lunch Order - Summary and Clarification

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

Aims:
• To explore the important role summary and clarification play in ensuring information is received and recorded accurately.

About

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

Aims:
• To explore the important role summary and clarification play in ensuring information is received and recorded accurately.

Group Size:
Can be used with groups of up to 25 participants.

Useful For:
Anyone.

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

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

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The Paper Folding Exercise - Visual Communication

Time:
In total we estimate this exercise will take 10 minutes.

Aims:
• To show the importance of giving information visually as well as orally.
• To demonstrate how different people will interpret the same information differently.

About

Time:
This exercise will take about 5 minutes to complete. In total, allowing for discussion, we recommend allowing 10 minutes to complete this module.

Aims:
• To show the importance of giving information visually as well as orally.
• To demonstrate how different people will interpret the same information differently.

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

You'll Need:
• Two sheets of A4 paper for each participant (and for you too).

Notes:
We’d like to thank Mick Duncan of CWT-Chamber Training for contributing the idea for this exercise.

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The Shoe Shop - A Customer Service Dilemma

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

Aims:
• To encourage participants to consider the difference between good and bad customer service.
• To reflect on the impact good and bad customer service has on other customers.

About

Time:
This exercise will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 25 minutes for completion.

Aims:
• To encourage participants to consider the difference between good and bad customer service.
• To reflect on the impact good and bad customer service has on other customers.

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:
• Nothing other than the materials provided.

Notes:
This exercise can be run as a stand-alone session or you can follow it up with LACE – Handling Unhappy Customers.

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

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Brief

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True Lies

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

Aims:
• To introduce participants in a fun way.
• To encourage people to think about how we communicate nonverbally.
• To encourage participants to begin to think about the important role of body language, tone and pitch in communication.

About

Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 20 minutes for completion.

Aims:
• To introduce participants in a fun way.
• To encourage people to think about how we communicate nonverbally.
• To encourage participants to begin to think about the important role of body language, tone and pitch in communication.

Group Size:
Suitable for use with groups of up to 15 participants. (The activity can be used with larger groups, but you will need to allow more time.)

You'll Need:
• To ask participants in advance of the training to share one unusual fact about themselves.

Notes:
Based on the UK gameshow ‘Would I Lie to You?’, this is a fun way to introduce any training, but is particularly appropriate as an introduction around training linked to communication and body language. It can even be used to introduce equality and diversity training as it provides a way to make the point that there is more to people than we see on the surface and for participants to make assumptions about others in the group.

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

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We Can Be Heroes - Just for One Day

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

Aims:
• To help participants identify the values of the other participants.
• To understand the importance of questioning and listening to understand others.
• To get to know the other participants and build rapport.

About

Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 20 minutes for completion.

Aims:
• To help participants identify the values of the other participants.
• To understand the importance of questioning and listening to understand others.
• To get to know the other participants and build rapport.

Group Size:
Suitable for use with groups of almost any size.

You'll Need:
• A small box or other container.

Notes:
This exercise works equally well for groups that know each other and those who have never met before.

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Why Feedback Matters

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

Aims:
• To demonstrate the difference effective feedback can make to someone’s performance.

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 difference effective feedback can make to someone’s performance.

Group Size:
This module can be used with groups of up to 25 participants. Ideally, you'll have at least 4 participants though, so that you can demonstrate the 4 types of feedback described.

Useful For:
Anyone who needs to give or receive feedback.

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

Notes:
This is a great way to demonstrate the difference it can make when feedback is given effectively. During the role-play element it is advisable to select with care the people who will be receiving the different types of feedback. It is also advisable to explain clearly at the start of the exercise that it will involve you role-playing different types of feedback.

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

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Handout
Handout (Word)

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