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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.


 

First Impressions - What Lies Below the Surface?

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.

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

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 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 almost any size.

Useful For:
Staff at all levels.

You'll Need:
For each Team 1:
• A selection of photographs of random people from those provided. (You’ll need about six different people.)
• A money box or envelope for each of the six photographs.
• Several pairs of scissors. (Ideally, one for each member of team 1.)
For each Team 2:
• A copy of the same six photographs provided to Team 1.
• A syndicate room, or other space to work in away from Team 1.

Notes:
This module requires careful and sensitive facilitation. Make sure you avoid photographs that could be construed to represent specific individuals in the group. For example, if you have a group of predominantly young people, with one more elderly man, avoid using the photograph of the older man.

Downloads


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An Alien Challenge - Getting the Questions Right (R)

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

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

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

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

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

Useful For:
Staff at all levels.

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

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

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

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

Downloads


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Trainer Notes (Word)

Counts as 1 download.

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Building an Understanding of Delegation

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.

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

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

Aims:
• To help participants 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).

Downloads


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Trainer Notes (Word)

Counts as 1 download.

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Police Chase (R)

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

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

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

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

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

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

Useful For:
Staff at all levels.

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

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

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

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

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

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

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Delegation - Sink or Swim (R)

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.

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

Time:
The exercise in this module can be completed in about 40 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.

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

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

Useful For:
Team leaders and managers.

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

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

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

Downloads

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PowerPoint (with Images)

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Trainer Notes (Word)

Counts as 1 download.

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Communicating Without Body Language (R)

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.

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

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

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

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

Useful For:
Staff at all levels.

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

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

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

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

Downloads


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Trainer Notes (Word)

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Sweet Talking - Sales and Influence (R)

Aims:
• To help participants understand the importance of understanding what’s important to their customers when trying to influence them or sell to them.

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

Time:
The exercise in this module can be completed in about 8 minutes. In total, allowing for discussion, we recommend allowing about 15 minutes for this module.

Aims:
• To help participants understand the importance of understanding what’s important to their customers when trying to influence them or sell to them.

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:
• A bag or box of chocolates (or sweets), or some other prize, which you’ll need to send the winner. (Alternatively, you can use the PowerPoint ‘virtual’ prize.)
• A timer or stopwatch.

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)

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Leaping to Assumptions - The Ladder of Inference (R)

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

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

Time:
The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 70 minutes for this module.

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

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

Useful For:
Everyone who interacts with others at work.

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

Notes:
This exercise can be useful in any communication skills course or workshop, though it is particularly relevant in training that explores difficult conversations, decision making and negotiations. This module works well when immediately preceded by Assumptions - The Witches of Glum (from the Icebreakers section in Trainers’ Library) as it also challenges our tendency to assume things.

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

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

Label

Emotional Intelligence - Self-Awareness (R)

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

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

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).

Downloads

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PowerPoint (with Images)

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Trainer Notes (Word)

Counts as 1 download.

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Emotional Intelligence - Awareness of Others and Empathy (R)

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.

Time:
In total we estimate this exercise will take 100 minutes.
About

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).

Downloads

+ more for Full
PowerPoint (with Images)

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Trainer Notes (Word)

Counts as 1 download.

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Telephone Sales - Don’t Be Annoying!

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

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

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

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

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

Useful For:
Telesales and sales staff.

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

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

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

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

Downloads
Available to Basic
Trainer Notes
Handout
Handout (Word)


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Gossip! - An Exercise in Communication (R)

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.

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

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

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

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

Useful For:
Staff at all levels.

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

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

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

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

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

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

Downloads


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Trainer Notes (Word)

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Onwards and Upwards - Moving Forward with Resilience

Aims:
• To consider the journey that participants have been on and where they are now.
• To consider where they would like to be.
• To identify the changes participants can make to help them reach that destination resiliently.

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

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 consider the journey that participants have been on and where they are now.
• To consider where they would like to be.
• To identify the changes participants can make to help them reach that destination resiliently.

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

Useful For:
This module is ideally suited for use in an established team that have been through a transformational change. It is not recommended for use with individuals who have or are going through a personally traumatic experience, where profession counselling, or other external support is likely to be appropriate. Always consider where in the change curve people are and whether they are emotionally ready to reflect on the experience they have been through before using this module. If they are still in the Shock or Anger phases of emotional response, this module is unlikely to be useful. (For more information on this, please refer to Sarah’s Change.)

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

Notes:
This is an ideal follow on to Keys to Resilience. It was developed in response to the pandemic of 2020 but may be useful in a range of situations where teams are experiencing, or have experienced, transformational change. It challenges the perception of wanting to get back to how things were before and encourages participants to reflect on the whole journey, what they’ve learnt and what they want to take with them on the next leg.

This is a long session, which can be split by a break where indicated.

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

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

Downloads

+ more for Full
PowerPoint (with Images)

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Trainer Notes (Word)

Counts as 1 download.

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Land of the Nutritos - Experiences of Minority Groups (R)

Aims:
• To help participants to consider how it feels to be different from the majority.
• To encourage understanding of the sources of prejudicial feelings and ways of behaving that can make others feel uncomfortable.

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

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

Aims:
• To help participants to consider how it feels to be different from the majority.
• To encourage understanding of the sources of prejudicial feelings and ways of behaving that can make others feel uncomfortable.

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 exercise uses an imaginative method for raising awareness of prejudice and really gets participants thinking.

It’s important to use this activity in a training environment where ground rules of showing respect for individual opinions and experiences have been established. The content is potentially sensitive, and it is important that the trainer monitors conversations during the group work to pick up on any intrusive questioning of minorities within the group, which could mirror the unhelpful behaviour described in the imaginary scenario.

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

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

Downloads

+ more for Full
PowerPoint (with Images)

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Trainer Notes (Word)

Counts as 1 download.

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Dealing with Aggressive Behaviour (R)

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.

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

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

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

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

Useful For:
Staff at all levels.

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

Notes:
We recommend using this module only when participants are able to recognise the difference between aggressive, submissive and assertive behaviour. (See the module, What is Assertiveness?.)

This module has two alternative handouts – one with work-based scenarios to discuss, and one with non-work-based scenarios.

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

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

Downloads


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Trainer Notes (Word)

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Remote Teams - Bridging the Gap Between Us (R)

Aims:
• To encourage participants to think about how they can develop and maintain a real sense of teamwork, even when people are physically distanced.

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

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

Aims:
• To encourage participants to think about how they can develop and maintain a real sense of teamwork, even when people are physically distanced.

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

Useful For:
Whilst this module is useful to anyone who works in a remote team, or will be in the future, it perhaps works best when run with a complete team of remote workers (including their manager), as they’ll be able to more easily develop and action the ideas generated.

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

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

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

Downloads


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Trainer Notes (Word)

Counts as 1 download.

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

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.

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

Time:
The exercise in this module can be completed in about 35 minutes. In total, allowing for discussion, we recommend allowing about 70 minutes for this module.

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

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

Useful For:
Staff at all levels.

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

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

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

Downloads


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Trainer Notes (Word)

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Building Rapport with Colleagues (R)

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

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

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

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

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

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

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

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

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

Downloads


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Trainer Notes (Word)

Counts as 1 download.

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Influence and Persuasion - Understanding and Using Benefits (R)

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

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

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

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

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

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

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

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

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

Downloads


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Trainer Notes (Word)

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Barriers to Communication (R)

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.

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

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

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

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

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

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

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

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

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The Leadership Identikit (R)

Aims:
• To explore the differences between leadership and management.
• To explore the relationship between leadership and management.

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

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 explore the differences between leadership and management.
• To explore the relationship between leadership and management.

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

Useful For:
Team leaders and managers, or those who soon will be.

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

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

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

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Trainer Notes (Word)

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A Sign of the Times (R)

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.

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

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

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

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

Useful For:
Staff at all levels.

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

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

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

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

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

Downloads


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Trainer Notes (Word)

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

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

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

Time:
This game can be played in about 60 minutes. In total, allowing for discussion and evaluation, we recommend allowing 90 minutes.

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

Skills and Behaviours Tested:
Negotiation skills, communication, leadership, teamwork and collaboration, and problem solving.

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

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

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

Notes:
It’s best to run this exercise module without too much explanation. This exercise has many different potential solutions – the learning comes from the experience of trying to find one that all parties can agree to.

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

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

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Home Working - The Business Case for Major Change

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

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

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

Aims:
• To 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).

Downloads

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Trainer Handout (Word)

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Keys to Resilience (R)

Aims:
• To identify where resilience comes from and what makes people resilient.
• To understand how and why different people have different levels of resilience.
• To introduce six keys to personal resilience.

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

Time:
The exercise in this module can be completed in about 40 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.

Aims:
• To identify where resilience comes from and what makes people resilient.
• To understand how and why different people have different levels of resilience.
• To introduce six keys to personal resilience.

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 provide participants with the blank PowerPoint slides for this activity, either in the session or by email beforehand.

Notes:
This module can be used as a stand-alone module but is also a great way to introduce various topics that you might want to go on to explore in greater detail. It helps participants understand the wide range of factors that can influence an individual’s levels of resilience.

If you are going to move on to look at the six keys to personal resilience in greater detail then you may wish to leave out the final exercise. In this case you should be able to complete the module in 60 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:
• Breakout Rooms (required).

Downloads

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PowerPoint (with Images)

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Trainer Notes (Word)

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