Remote Delivery - Course Modules 

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 Trainers’ Library membership that includes the option to stream this video or you can purchase a DVD from Trainers' Library.

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).

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 encourage participants to think about the environment they live or work in.
• To encourage participants to consider the impact the physical environment might have on creativity.
• To consider ways in which space can be made ‘creative’.

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 Jamboard for this activity, though you could, if you prefer, ask participants to collaborate on creating a PowerPoint slide that represents their shared ideas.

If using this module as an icebreaker, run the first activity/debrief only.

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

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

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).

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

Aims:
• To identify specific actions that will enable groups to achieve a shared vision.
• To help individuals see how they will contribute to the achievement of a shared vision.

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 working in a team. It is particularly well suited to new teams formed for a fixed period to manage/implement a project.

You'll Need:
• To have pre-prepared a free Jamboard for the session. There is guidance to help you.

Notes:
This module allows the group to share and develop ideas for achieving their shared vision.

The group need to be clear about what their vision is. If they’re not, we recommend using Creating a Shared Vision first.

You will need to pre-prepare a PowerPoint slide to display at the start of the exercise reminding them of their vision statement.

This is a long session for Remote Delivery, so we suggest taking a 15-20 minute break in the middle where indicated in the notes.

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 (required).

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

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

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. It can be particularly useful in management training and team building.

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

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

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 (required).

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?’. (If you don’t have a Trainers’ Library membership that includes the option to stream this film, 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).

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).

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

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

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

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 if you have more than 4 participants.

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).

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

Aims:
• To consider what constitutes unacceptable behaviour in the workplace.
• To encourage participants to think about the impact of their own behaviour on 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:
Staff at all levels, but especially supervisors and managers.

You'll Need:
• The Activity Link provided and your unique PIN.

Notes:
This module makes the point that is the impact of behaviour that matters, not the intent. It includes a thought-provoking exercise that will promote discussion of the key learning points.

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).

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.

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).

Time:
The exercise in this module can be completed in about 35 minutes. In total, allowing for discussion, we recommend allowing about 75 minutes for this module.

Aims:
• To understand the importance of delegating authority appropriately to other colleagues.
• To introduce the Tannenbaum and Schmidt Continuum to illustrate the benefits of different levels of authority and freedom in different situations.
• To reflect on when it’s appropriate to delegate authority and how much.

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

Useful For:
Those who have responsibility for other staff, or who will do very soon.

You'll Need:
• The Activity Links together with your unique PIN, which you’ll find in My Account.

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 (required).

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).

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

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

Group Size:
This module 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 and your PIN.
• To have created a blank JamBoard (though you can use a Whiteboard if you prefer).

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 (required).

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 consider the link between attitudes and beliefs, and results.
• To identify the need to take responsibility for our own results.
• To build an understanding of what individuals might be capable of, if they adopt a positive attitude, and push themselves a little more.

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 exercise includes mention of the story of Malala Yousafzai. Depending upon your audience, you may wish to substitute it for another story that resonates with your participants.

If you do use a different story, it is important that you choose ones that will be well known to your participants and which will highlight an individual who has overcome significant hardship to achieve something of genuine importance.

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).

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 explain and clarify the key rules of brainstorming.

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

Useful For:
Junior staff or those unfamiliar with brainstorming as an idea generation technique.

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

Notes:
You may come across participants who question the use of the word brainstorming, and suggest it is offensive to people who suffer epilepsy.

Our research indicates that the concern over the word brainstorming is something of an urban myth. Charities representing those who suffer from epilepsy say they have asked people suffering from epilepsy and concluded that the word brainstorming does not cause concern. Indeed, the word bears no relation to what actually happens to someone suffering epilepsy.

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 (required).

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

Aims:
• To reflect on how a team or organisation is viewed by its employees and customers.
• To consider a team or organisation’s strengths and weaknesses.
• To generate discussion about how to develop strengths and overcome weaknesses.

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

Useful For:
Managers at all levels and/or their teams.

You'll Need:
• The Activity Link provided and your unique PIN.

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 (required).

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

Aims:
• To highlight the absurdity of categorising people by one shared characteristic.
• To illustrate how putting people in boxes highlights differences.
• To highlight the similarities between people that unite us.

Group Size:
This module can be used with groups of between 7 and 12 participants.

Useful For:
Staff at all levels

You'll Need:
• To prepare a JamBoard before the session, following the guidance provided.

Notes:
Recommended for groups of 7 or more, though you might be able to use it with slightly smaller teams initially separated into two distinct groups.

If you can, find out enough from your participants before they attend to be able to put them into three or four groups of about equal size. We suggest grouping your participants by any of these:
• Gender.
• Where they were born (For example, North or South, City, Town or Rural).
• Level of education.
• Age.

Do not group participants by ethnicity, religion, sexual orientation etc.

This exercise shamelessly borrows from and is inspired by this brilliant film, directed by Asger Leth.

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.

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 understand the nature of delegation, why it’s important and the opportunities it presents.
• To encourage participants to begin to think about what effective delegation looks like.

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:
• At least some of your participants will need access to PowerPoint and basic knowledge of how to use PowerPoint.

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).

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 demonstrate the importance of determination in building resilience.
• To identify what determination is and where it comes from.
• To list some of the key factors that help make people more determined.
• To identify ways to become more determined.

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 and managers 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.

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).

Time:
The exercise in this module can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.

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

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

Useful For:
Managers and team leaders.

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

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

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

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).

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

Aims:
• To agree what success looks like for everyone.
• To establish effective working relationships within groups or teams.
• To create a vision statement for the team.

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 working in a team. It is particularly well suited to new teams formed for a fixed period to manage/implement a project.

You'll Need:
• To have pre-prepared a free Jamboard for the session. There is guidance to help you.

Notes:
This module allows the group to share ideas and agree some common aims and values before creating a shared vision. It can be used as a stand-alone activity or combined with others to form a longer event. The module Achieving a Shared Vision naturally leads on from this module.

If you have fewer than 6 participants, split the group into 2 teams and create a Jamboard that has just two columns rather than three.

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 (required).

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

Aims:
• To explore the process of creative problem solving.
• To explain the role of idea generation and other creative thinking techniques.

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 module provides an introductory overview of a creative problem solving process. Trainers' Library contains many practical modules for developing the skills required for each stage, including modules that introduce techniques for generating, exploring and evaluating ideas.

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 (required).

Time:
The exercise in this module can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 35 minutes for this module.

Aims:
• To give participants an opportunity to design an innovative icebreaker or energiser exercise that can be delivered remotely.

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 designing or delivering training, or who soon will be.

You'll Need:
• *See note under Set Up in the Trainer’s Notes.

Notes:
This module involves designing a short training exercise. In addition to the time shown above, you’ll need to allow about 10 minutes for each team to deliver their new activity, but these do not need to be run consecutively. You might prefer to ask them to run their sessions at different points in the training, so they act as energisers.

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 (may be required*).
• Breakout Rooms (required).

Time:
The exercise in this module can be completed in about 40 minutes. In total, allowing for discussion, we recommend allowing about 75 minutes for this module.

Aims:
• To encourage participants to consider existing attitudes towards creativity.
• To encourage participants to consider the culture/environment in which they work, and its impact upon creative thinking.
• To encourage participants to consider the extent to which creative thinking skills exist within their 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:
• Nothing other than the materials provided.

Notes:
The module provides participants with an opportunity to reflect on where they think the organisation(s) they work for are in terms of encouraging and embracing creativity and innovation.

If you have any concerns about the team’s ability or willingness to share their feelings openly and honestly, distribute the handout before the training session, with a clear deadline for returning it to you. Emphasise that the results will be collated and shared anonymously.

Before the training session, collate the results and calculate the average scores.

This approach will reduce the time needed to run this module by 10 minutes.

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 (required).

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).

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 demonstrate how a decision matrix can be used, when trying to decide between various options.
• To demonstrate the importance of weighting different criteria when making decisions.

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 junior managers.

You'll Need:
• To create the polls based on that shown in the Trainer’s Handout.
• The Activity Link from Trainers’ Library and your PIN.

Notes:
This module introduces a simple scoring and weighting system to help the decision making process when choosing between several options.

In this module we’ve used a fictional currency that consists of Unum and Centum. 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:
• Polls/Quizzes (required).
• Breakout Rooms (required).

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 define success.

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:
• Participants will need a sheet of plain paper to hand and ideally, some colour pens or pencils.

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).

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).

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

Group Size:
This module 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 Links and your PIN.

Notes:
Demonstrates how little changes can make a big difference when it comes to customer service.

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 (required).

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

Aims:
• To show participants a five-step model that will help them establish the need for a difficult conversation and plan for a successful outcome.

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.

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

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

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (not required).
• Breakout Rooms (required).

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).

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).

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).

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).

Time:
The exercise in this module can be completed in about 45 minutes. In total, allowing for discussion, we recommend allowing about 75 minutes for this module.

Aims:
• To create a situation where participants from one team have to manage/oversee the work of another involved in the same project, whilst completing their own tasks.
• To test leadership, information gathering and listening skills.
• To consider the pros and cons of different management approaches, particularly in times of change.

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:
• Please note that this activity uses the ability to leave breakout rooms and return to the main session available in Zoom, and the host’s ability to move people between breakout rooms. You may need to adapt this exercise if using a different system with different functionality.

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

You will need between 4 and 12 participants for this exercise.

It can be helpful to have a co-host for this activity, though it’s not essential.

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).

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).

Time:
The exercise in this module can be completed in about 80 minutes. In total, allowing for discussion, we recommend allowing about 100 minutes for this module.

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

Group Size:
This module 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 module forms Part 2 of a two-part introduction to emotional intelligence. This part examines interpersonal intelligence – being able to distinguish other people’s emotions, moods and temperaments.

Emotional Intelligence – Self Awareness looks at intra-personal intelligence - self-awareness and the ability to notice and regulate or manage our own emotional state or mood.

This module can also be used alone, for example as part of a customer service skills course, to explore the importance and value of empathy as a skill.

Before using this module, it is important to have an understanding of emotional intelligence and the effects of discussing it with a group of participants. You will find Mike Bagshaw’s Article in Trainer’s Library useful for this.

Remote/Virtual Delivery:
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).

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

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

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

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

Remote/Virtual Delivery:
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).

Time:
The exercise in this module can be completed in about 40 minutes. In total, allowing for discussion, we recommend allowing about 75 minutes for this module.

Aims:
• To introduce managers to the subject of employee engagement.
• To consider the differences between staff satisfaction, motivation and employee engagement.
• To help managers begin to understand why employee engagement is central to being a successful manager.

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

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

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

Notes:
This module includes an activity to be completed after the live session. If you’re running other Employee Engagement sessions, you may be able to use them to review and check progress on the action plans.

As this is quite a long session, you might wish to add a 10-15 minute break where indicated in the notes.

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 (required).

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 encourage managers to think about their team members and how engaged they currently are.
• To consider what action might be required to increase individuals’ sense of pride in the job they do or the organisation they work for.

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

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

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

Notes:
Although the first activity can be run during the session, we recommend sending it out as pre-coursework for participants to complete before joining the live event. This will give them time to reflect more fully on the activity and will also reduce the time required on screen.

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 (used though not essential).
• Breakout Rooms (required).

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 explore the role that managers’ behaviours play in employee engagement.
• To identify the behaviours that lead to more engaged teams.
• To consider the impact this has on success.

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

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

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

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

In addition, we strongly recommend using a system that provides for:
• Polls/Quizzes (not required).
• Breakout Rooms (required).

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 explore how engaged participants are currently feeling at work.
• To create an action plan for the workplace that will improve employee engagement.

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

Useful For:
Work-based teams.

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

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

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

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

Aims:
• To explore equality and equity mean to participants and whether there is a difference.
• To explore what equality and equity mean to 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:
Staff at all levels.

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

Notes:
This activity was developed by Dr. Gary R. Smith, Trainer, Express Employment Professionals, Inc.— for Express offices in Knoxville, Alcoa, Morristown, Cleveland, Crossville, LaFollette, Rogersville, Sweetwater, Maryville, Roane County, Clinton, Dayton, Sparta, and Sevierville, Tennessee, USA.

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).

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 demonstrate the importance of effectively evaluating ideas and solutions.
• To introduce and test a 4-stage process for evaluation.
• To consider the importance of refining and re-evaluating ideas.

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:
You will need to ensure you have familiarised yourself with the 4-stage process explained in the handout, before running 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:
• Polls/Quizzes (not required).
• Breakout Rooms (required).

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.

Time:
The exercise in this module can be completed in about 20 minutes. In total, allowing for discussion, we recommend allowing about 90 minutes for this module.

Aims:
• To explore the differences between a team and work group.
• To help participants identify when a team or group is required.

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

Useful For:
Teams, work groups and/or their leaders who wish to explore the current organisation and management of the group.

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.

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 explore the differences between bullying behaviour and that of firm management.
• To understand the impact of organisational culture and norms on managers’ behaviour.

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

Useful For:
Supervisors, team leaders and managers.

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

Notes:
Different countries have different definitions of workplace bullying. You will find it helpful to check for yourself the current definition and any legislation or best practice guidelines applicable to your country and to have these available to share with your participants.

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 are essential for this module.

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

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

Useful For:
Staff at all levels.

You'll Need:
• The Activity Link in Trainers’ Library. (There are 4 Activity Links to choose from, each containing a different set of six images. Each Activity Link contains the links needed for Team 1 and Team 2.)
• Your Activity Link PIN from the My Account section of the member homepage.

Notes:
This module requires careful and sensitive facilitation. Make sure you avoid photographs that could be construed to represent specific individuals in the 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).

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

Aims:
• To show how Fishbone Charts can be used to analyse problems and challenges.
• To show how Fishbone Charts can help identify those contributory factors we can influence.
• To illustrate how Fishbone Charts might help in the search for solutions.

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:
If working with participants from a single team/organisation, you could ask them to spend a little time before the training identifying a shared workplace problem they can work on 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 (required).

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.

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

Aims:
• To introduce ‘Forced Connections’ as a tool for generating unusual ideas by linking seemingly unrelated items.
• To provide participants with an opportunity to practise using the technique.

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 ask participants to bring a toy or random object to this session.
• The Activity Link and your PIN for the video.

Notes:
There are a number of modules that introduce different idea generation techniques. As well as this one, have a look at Reframe, Idea Box and Reversal.

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).

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

Aims:
• To introduce (or remind participants of) SMART objectives.
• To give participants the opportunity to practice writing SMART objectives.

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 and your PIN from Trainers’ Library.

Notes:
This module can be used to introduce SMART for participants who have not encountered the acronym before, or as a refresher for those who have.

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 (required).

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 introduce one way to investigate problems.
• To provide a structured approach for identifying the causes of a problem.

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

Useful For:
Anyone who wants to develop their creative problem solving skills.

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

Notes:
This module considers how problems are often expressed in terms of symptoms and the importance of understanding what is causing those symptoms before taking action.

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 (required).

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).

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

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

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

Useful For:
Staff at all levels.

You'll Need:
• To consider sending participants a copy of the handout in advance of the training session. The PDF version is a form that can be completed online.

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

Remote/Virtual Delivery:
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.

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 explore the difference between Assertive Behaviour and more Passive or Aggressive approaches.
• To understand how to deal assertively with customers.

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.

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

Notes:
Before running this activity, review the scenarios in Handout 1 and decide what you think is the appropriate action for your participants to take.

There are two versions of this module – this one for external customers and another where the examples are focused on internal customers.

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

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

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 explore the difference between Assertive Behaviour and more Passive or Aggressive approaches.
• To understand how to deal assertively with internal customers and colleagues.

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.

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

Notes:
Before running this activity, review the scenarios in Handout 1 and decide what you think is the appropriate action for your participants to take.

There are two versions of this module – this one for internal customers and another where the examples are focused on external customers.

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

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

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

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

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

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

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

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

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

Time:
The exercise in this workshop can be completed in about 75 minutes. In total, allowing for discussion, we recommend allowing about 120 minutes for this workshop.

Aims:
• To build an understanding of the key steps in strategic planning.
• To encourage participants to analyse financial and other data using a SWOT analysis.
• To encourage participants to think about where their fictional case study business is now, before moving on in the next module to consider where they want it to be.

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 including individuals, groups and teams that need to use strategic planning and analysis skills in the workplace.

You'll Need:
• The Activity Links and your unique PIN, which you’ll find in My Account.

Notes:
This is designed to be run as a half day workshop. There are three other workshops in the series, which cover, ‘Where do we want to be?’ and ‘How will we get there?’.

They are set in the context of the hotel industry but requires no specialist knowledge of it. When used together, they will also draw out skills relating to business planning, problem solving, influencing, team working and making presentations.

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 (Required).

Time:
The exercise in this workshop can be completed in about 120 minutes. In total, allowing for discussion, we recommend allowing about 180 minutes for this workshop.

Aims:
• To give participants the opportunity to take part in a business simulation by creating a vision and generating and evaluating ideas that will help them deliver that vision.
• To identify key options that will form the basis of a strategic plan for their business.

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 including individuals, groups and teams that need to use strategic planning and analysis skills in the workplace.

You'll Need:
• The Activity Links and your unique PIN, which you’ll find in My Account.

Notes:
This is designed to be run as a half day workshop. It is the second in a series of four. Having identified where they are now, participants reflect on where they want to be, creating a vision/strategic plan for the future.

The workshops are set in the context of the hotel industry but requires no specialist knowledge of it. When used together, they will draw out skills relating to business planning, problem solving, influencing, team working and making presentations.

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 (Required).

Time:
The exercise in this workshop can be completed in about 120 minutes. In total, allowing for discussion, we recommend allowing about 150 minutes for this workshop.

Aims:
• To develop a strategy from the options generated in the previous workshops.
• To prepare and give a persuasive presentation outlining their strategy.
• To reflect on the learning from the Hotel Doldrums series of workshops and how to apply this to the workplace.

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 including individuals, groups and teams that need to use strategic planning and analysis skills in the workplace.

You'll Need:
• The Activity Links and your unique PIN, which you’ll find in My Account.

Notes:
This is designed to be run as a half day workshop. It is the third in a series of four and is not designed to be used in isolation of those. Having identified where they are now, and where they want to be, participants develop a strategy for the hotel they were allocated in Part 1.

Although the workshops are set in the context of the hotel industry, no specialist knowledge of it is required.

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 (Required).

Time:
The exercise in this workshop can be completed in about 55 minutes. In total, allowing for discussion, we recommend allowing about 120 minutes for this workshop.

Aims:
• To review the learning from the previous three Hotel Doldrums modules.
• To identify how to apply the learning to the workplace.
• To create an action plan for implementing the learning.

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 including individuals, groups and teams that need to use strategic planning and analysis skills in the workplace.

You'll Need:
• The Jamboard used by participants to record key learning points.

Notes:
This is designed to be run as a half day workshop. It is the final one of a series of four and is not designed to be used in isolation of the others. It provides participants with a structured way to review the learning from the previous modules and think about how and when they will apply this learning in their workplace.

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 (Required).

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.

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 introduce ‘Idea Box’ as an idea generation technique.
• To provide participants with an opportunity to practise using the technique.

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:
• The PowerPoint slide, open and ready to share with participants.

Notes:
There are several modules that introduce different idea generation techniques. As well as this one, have a look at Forced Connections, Reframe and Reversal.

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 (Required).

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

Aims:
• To examine the steps towards successful implementation of change.

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 module is about the implementation of seemingly minor changes - a new process or procedure, a solution to a problem, etc. It provides an overview of what needs to be considered before implementing any minor change.

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.