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Here’s a list of everything we’ve added to Trainers’ Library® recently. We’re constantly at work developing and testing new innovative training materials and activities for the library. If you've a particular topic you'd like more materials on, or have an idea for a new exercise, let us know by clicking here.


 

Calamitous Conference Call - Successful Online Meetings (R)

Aims:
• To explore the kind of behaviours that are needed to be an effective contributor to online meetings or conference calls.

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

Time:
The exercise in this module can be completed in about 22 minutes. In total, allowing for discussion, we recommend allowing about 40 minutes for this module.

Aims:
• To explore the kind of behaviours that are needed to be an effective contributor to online meetings or conference calls.

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).

Downloads


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

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Drawing Upon Questions - Getting a Clear Picture (R)

Aims:
• To demonstrate the importance of asking the right questions when trying to understand another’s perspective.

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

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

Aims:
• To demonstrate the importance of asking the right questions when trying to understand another’s perspective.

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 ensure participants have access to drawing equipment.

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

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

Downloads
Available to Basic
Trainer Notes
PowerPoint


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Trainer Notes (Word)

Counts as 1 download.

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A Different View - Who Has the Right Perspective? (R)

Aims:
• To demonstrate that our perspective on a situation might be very different to someone else’s and that this does not necessarily mean one party is ‘right’ and one is ‘wrong’.

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

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

Aims:
• To demonstrate that our perspective on a situation might be very different to someone else’s and that this does not necessarily mean one party is ‘right’ and one is ‘wrong’.

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 pre-prepare a poll/quiz based on the Trainer’s Handout.
• The Activity Links provided and your unique PIN (found 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 (required).
• Breakout Rooms (required).

Downloads

+ more for Full
Trainer Handout (Word)

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Trainer Notes (Word)

Counts as 1 download.

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A Different View - Who Has the Right Perspective?

Aims:
• To demonstrate that our perspective on a situation might be very different to someone else’s and that this does not necessarily mean one party is ‘right’ and one is ‘wrong’.

Time:
In total we estimate this exercise will take 15 minutes.
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 demonstrate that our perspective on a situation might be very different to someone else’s and that this does not necessarily mean one party is ‘right’ and one is ‘wrong’.

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

Useful For:
Anyone.

You'll Need:
• Copies of the house pictures provided.

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

Downloads
Available to Basic
Trainer Notes
Handout


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Trainer Notes (Word)

Counts as 1 download.

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Label

Calamitous Conference Call - Successful Online Meetings

Aims:
• To explore the kind of behaviours that are needed to be an effective contributor to online meetings or conference calls.

Time:
In total we estimate this exercise will take 30 minutes.
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 explore the kind of behaviours that are needed to be an effective contributor to online meetings or conference calls.

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

Useful For:
Anyone.

You'll Need:
• Flipchart, pens and sticky notes for all participants.

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

Downloads


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

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Drawing Upon Questions - Getting a Clear Picture

Aims:
• To demonstrate the importance of asking the right questions when trying to understand another’s perspective.

Time:
In total we estimate this exercise will take 25 minutes.
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 demonstrate the importance of asking the right questions when trying to understand another’s perspective.

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

Useful For:
Anyone.

You'll Need:
• Drawing equipment for your participants.

Downloads
Available to Basic
Trainer Notes
Handout


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Trainer Notes (Word)

Counts as 1 download.

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What is Bullying and Harassment?

Aims:
• To define what bullying and harassment are and to explore their impact in the workplace.

Time:
In total we estimate this exercise will take 15 minutes.
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 define what bullying and harassment are and to explore their impact in the workplace.

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

Useful For:
Anyone.

You'll Need:
• To prepare flipcharts containing ACAS’ definitions of bullying and of harassment if you don’t wish to use the PowerPoint slides provided.

Downloads


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Trainer Notes (Word)

Counts as 1 download.

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Carrie’s Conundrum - Are Difficult Conversations Necessary? (R)

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

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

Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 25 minutes for this module.

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

Useful For:
Anyone.

You'll Need:
• The Activity Link provided and your unique Pin, which you’ll find in ‘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 (not required).
• Breakout Rooms (required).

Downloads
Available to Basic
Trainer Notes
Activity Link Brief


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Trainer Notes (Word)

Counts as 1 download.

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Carrie’s Conundrum - Are Difficult Conversations Necessary?

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

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

Downloads
Available to Basic
Trainer Notes
Handout
Handout (Word)


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Trainer Notes (Word)

Counts as 1 download.

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Influencing Your Stakeholders (R)

Aims:
• Identify key stakeholders when delivering a workplace project.
• Ensure that key stakeholders have a positive influence on the outcome of a project.

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

Time:
The exercise in this module can be completed in about 55 minutes. In total, allowing for discussion, we recommend allowing about 75 minutes for this module.

Aims:
• Identify key stakeholders when delivering a workplace project.
• Ensure that key stakeholders have a positive influence on the outcome of a project.

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 to deliver workplace projects.

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

Notes:
This exercise involves creating an Action Plan for influencing stakeholders on a real project. We recommend that you encourage your participants to identify the project they will use before they come to the training session.

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

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

Label

Influencing Your Stakeholders

Aims:
• Identify key stakeholders when delivering a workplace project.
• Ensure that key stakeholders have a positive influence on the outcome of a project.

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

Time:
The exercise in this module can be completed in about 55 minutes. In total, allowing for discussion, we recommend allowing about 75 minutes for this module.

Aims:
• Identify key stakeholders when delivering a workplace project.
• Ensure that key stakeholders have a positive influence on the outcome of a project.

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

Useful For:
Staff at all levels working to deliver workplace projects.

You'll Need:
• Flipchart paper, pens and post it notes.

Notes:
This exercise involves creating an Action Plan for influencing stakeholders on a real project. We recommend that you encourage your participants to identify the project they will use before they come to the training session.

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

Label

The Charity Challenge - How Attitude Impacts Success

Aims:
• To explore what it feels like when a colleague adopts a pessimistic attitude.
• To understand how pessimism can impact the likelihood of success.

Time:
In total we estimate this exercise will take 15 minutes.
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 what it feels like when a colleague adopts a pessimistic attitude.
• To understand how pessimism can impact the likelihood of success.

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

Useful For:
Teams.

You'll Need:
• Flipchart paper and a pen.

Notes:
This icebreaker is really only suitable for use when running in-house training with an established team. To make it more credible, we suggest running this activity immediately after a break (and make sure you’re absent from the learners for part of that break). It works best when it is followed up with Describing Your Glass - Optimism vs Pessimism, as that module focuses on the positive steps that can be taken to develop optimism as a skill.

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

Downloads
Available to Basic
Trainer Notes


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

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Describing Your Glass - Optimism vs Pessimism

Aims:
• To explore the difference between optimistic and pessimistic behaviour.
• To understand the kind of actions to take in order to be more optimistic.

Time:
In total we estimate this exercise will take 30 minutes.
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 difference between optimistic and pessimistic behaviour.
• To understand the kind of actions to take in order to be more optimistic.

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

Useful For:
Staff at all levels.

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

Notes:
This activity can be run on its own or as a follow on to The Charity Challenge.

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

Downloads


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

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Label

The Charity Challenge - How Attitude Impacts Success (R)

Aims:
• To explore what it feels like when a colleague adopts a pessimistic attitude.
• To understand how pessimism can impact the likelihood of success.

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

Time:
The exercise in this module can be completed in about 5 minutes. In total, allowing for discussion, we recommend allowing about 15 minutes for this module.

Aims:
• To explore what it feels like when a colleague adopts a pessimistic attitude.
• To understand how pessimism can impact the likelihood of 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:
Teams.

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

Notes:
This icebreaker is really only suitable for use when running in-house training with an established team. To make it more credible, we suggest running this activity immediately after a break (and make sure you’re absent from the learners for part of that break). It works best when it is followed up with Describing Your Glass - Optimism vs Pessimism, as that module focuses on the positive steps that can be taken to develop optimism as a skill.

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

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

Downloads
Available to Basic
Trainer Notes


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.
Label

Describing Your Glass - Optimism vs Pessimism (R)

Aims:
• To explore the difference between optimistic and pessimistic behaviour.
• To understand the kind of actions to take in order to be more optimistic.

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

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

Aims:
• To explore the difference between optimistic and pessimistic behaviour.
• To understand the kind of actions to take in order to be more optimistic.

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 can be run on its own or as a follow on to The Charity Challenge.

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

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

Downloads


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.
Label

Problem Solving Quadrants - Getting Your Priorities Right (R)

Aims:
• To help participants understand the importance of prioritising the problems they face.
• To allow participants to plan their next steps in addressing problems based on both their ability AND desire to solve them.

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

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 help participants understand the importance of prioritising the problems they face.
• To allow participants to plan their next steps in addressing problems based on both their ability AND desire to solve them.

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 prepare a JamBoard before the session (see trainer notes).

Notes:
It may help to facilitate the initial discussion if you have a workplace problem of your own to share.

Whilst designed as a group training session, this technique also works well for 1:1 coaching.

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).

Downloads


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

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Problem Solving Quadrants - Getting Your Priorities Right

Aims:
• To help participants understand the importance of prioritising the problems they face.
• To allow participants to plan their next steps in addressing problems based on both their ability AND desire to solve them.

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

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 help participants understand the importance of prioritising the problems they face.
• To allow participants to plan their next steps in addressing problems based on both their ability AND desire to solve them.

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

Useful For:
Staff at all levels.

You'll Need:
• The Problem Solving Quadrants grid pre-drawn on a flip chart.
• Pens and post it notes.

Notes:
It may help to facilitate the initial discussion if you have a workplace problem of your own to share.

Whilst designed as a group training session, this technique also works well for 1:1 coaching.

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

Downloads


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

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Label

The Lunch Order - Summary and Clarification (R)

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

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

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

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

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:
• The Activity Links provided and your unique Pin, which you’ll find in ‘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 (not required).
• Breakout Rooms (required).

Downloads


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.
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The Lunch Order - Summary and Clarification

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

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

Downloads


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

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Helpful and Supportive Resources for Mental Health Concerns

Article Overview:
Barry Fitzpatrick's article provides a useful guide of available resources and organisations for personal use or to signpost someone in need of support.

About

Article Overview:
Barry Fitzpatrick's article provides a useful guide of available resources and organisations for personal use or to signpost someone in need of support.

Opening Words:
The information, resources and organisations presented in this document is intended to be a useful guide for information and reference purposes only.

The intended use of this document and its contents should be for personal use or to signpost someone in need of support.

Useful Reading For:
Everyone.

Downloads
Available to Basic
Article
Article (Handout Version)


Counts as 1 download.

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People in a Different Light

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.

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

Downloads
Available to Basic
Trainer Notes


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Trainer Notes (Word)

Counts as 1 download.

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People in a Different Light (R)

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.

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

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

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

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

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

Downloads
Available to Basic
Trainer Notes


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

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LACE - Handling Unhappy Customers

Aims:
• To introduce managers to the subject of employee engagement.
• To help managers begin to understand why employee engagement is central to being a successful manager.

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

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

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

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

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

You'll Need:
• Flipchart and pens.

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

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

Downloads
Available to Basic
Trainer Notes
PowerPoint


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Trainer Notes (Word)

Counts as 1 download.

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The Shoe Shop - A Customer Service Dilemma (R)

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.

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

Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 25 minutes for this module.

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

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

You'll Need:
• To prepare the poll in advance of the training session (optional).

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:
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).

Downloads
Available to Basic
Trainer Notes
Trainer Handout
Brief

+ more for Full
Trainer Handout (Word)

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Trainer Notes (Word)

Counts as 1 download.

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Label

LACE - Handling Unhappy Customers (R)

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

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

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

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

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

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

You'll Need:
• Prepared flipcharts with simple 'cartoon' faces drawn on them - one face for each participant.
• Post-it notes.

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

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).

Downloads


+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

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