Attitude and Mindset Course Modules

Time:
The exercise in this module will take about 20 minutes to complete. In total, allowing for discussion, we recommend allowing 60 minutes to complete 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 is suitable for use with groups of up to 25 participants.

Useful For:
Staff at all levels.

You'll Need:
• Cardboard boxes, coloured card, marker pens. See notes.

Notes:
You will need to provide teams with materials with which to create a model of their ideal office for this exercise. The materials you provide each team should include, but need not be limited to:
• A cardboard box for each team (an old crisp box or similar is ideal).
• Coloured marker pens.
• Coloured paper or card.
• Scissors.
• Glue.
• Sticky tape.

In addition to these basic requirements, consider adding any other materials that might help the teams build imaginative models - for example: Modelling clay, string, tissue paper etc.

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

Time:
The exercise in this module will take about 25 minutes to complete (but can be shortened if necessary). In total, allowing for discussion, we recommend allowing 50 minutes to complete this module.

Aims:
• To encourage participants to think about how and what they communicate to customers, using a slightly unusual perspective.
• To encourage participants to think about the language they use when communicating with customers.
• To show that all communication tells the customer something about the organisation, and that sometimes that’s not the intended message.
• To demonstrate how brand is affected by every piece of communication leaving the organisation.

Group Size:
This module is suitable for use with groups of almost any size (working in small teams of ideally fewer than 6 people).

Useful For:
Staff at all levels.

You'll Need:
• A set of ‘Sign of the Times’ cards with enough for at least two cards for each team. (If you’re working with a very large group you may need more than one set.)You might like to add your own signs to the exercise, perhaps including some from the organisation itself.
• Plenty of sheets of flipchart paper.
• Coloured marker pens.
• Blu-tak.

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

Please Note:
The Sign of the Times Cards are a particularly large file (10mb) and may take a few minutes to download.

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

Time:
The exercise in this module can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 30 minutes for this module.

Aims:
• This exercise is designed for the start of a team session that reviews the previous year; in particular what went well, what people struggled with and what they learnt from it.

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

Useful For:
Staff at all levels.

You'll Need:
• A balloon for each participant. (It’s preferable to have lots of different colours.)
• A whistle or claxon to tell everyone to stop.
• You will need a nice (indoor) space for participants to throw their balloons in the air and keep all the balloons airborne.

Notes:
You will need to plan a little in advance for this activity and be prepared to send out reminder emails to ensure the pre-exercise task is completed.

Larger groups will necessitate a longer running time for the exercise.

Time:
The exercises in this module will take about 30 minutes to complete. In total, allowing for discussion, we recommend allowing 50 minutes to complete this module.

Aims:
• To think about what needs to happen to ensure we don't regret the things we didn't do.
• To consider the feelings of success, and their impact upon motivation.
• To look at the importance of creating objectives that are SMART.
• To consider the importance of taking control, and what prevents us doing that.
• To provide an opportunity for participants to think about their own short, medium and long-term goals.

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

Useful For:
Staff at all levels.

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

Notes:
You might want to follow this module with the module entitled Five Balls – Goal Setting and Motivation, which illustrates the value of breaking long-term goals down into short-term achievable chunks.

We also recommend you refer to the module Breaking Goals Down, which contains further ideas for building on this module.

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 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, and to create a working atmosphere in which people feel accepted and recognised.

Group Size:
This module is suitable for use with groups of up to about 20 participants.

Useful For:
Staff at all levels. It can be particularly useful in management training and team building.

You'll Need:
• Post-it notes and flipchart paper.

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

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

Time:
The exercise in this module can be completed within 25 minutes. In total, allowing for discussion, we recommend allowing 40 minutes to complete the 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 is suitable for use with groups of up to 25 participants.

Useful For:
Staff at all levels, but especially supervisors and managers.

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

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

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 any size.

Useful For:
Staff up to managerial level.

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.

Time:
The exercise in this module can be completed in about 60 minutes. In total, allowing for discussion, we recommend allowing about 75 minutes for this module.

Aims:
• To explore some of the challenges participants will face as a manager and how to approach them with the right balance of ethics and pragmatism.

Group Size:
This module can be used with groups of between 4 to 18 participants.

Useful For:
Learners who are brand new managers (or very soon will be), particularly if they have been promoted from within the team.

You'll Need:
• Playing pieces, one per team.
• Small prize for the winning team.
• 60 second timer or stopwatch.
• Facilitator Traffic Lights.
• At a Crossroads Conundrum Cards.
• At a Crossroads Diversion Cards (3 per team).
• At a Crossroads Game Board.
• At a Crossroads Suggested Answers (for the facilitator).

Notes:
This exercise is suitable for use with groups of up to 18 participants. It is run as a competitive game, which is a race to the finish and played in teams of two or three players. We do not recommend having teams with more than three participants.

All the scenarios contained in the cards are based on actual experiences faced by managers in their first year of managing a team. It is a particularly useful exercise for people who have been promoted from within the team to become the manager and who are struggling to adapt to their new role with people who were once their peers.

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

Time:
The exercise in this module can be completed in about 60 minutes. In total, allowing for discussion, we recommend allowing about 75 minutes for this module.

Aims:
• To explore some of the challenges participants will face whilst managing the performance of individuals in their team.

Group Size:
This module can be used with groups of between 4 to 18 participants.

Useful For:
Anyone who is responsible for the performance of others, or who soon will be.

You'll Need:
• Playing pieces, one per team.
• Small prize for the winning team.
• 60 second timer or stopwatch.
• Facilitator Traffic Lights.
• Conundrum Cards.
• Diversion Cards (3 per team).
• Game Board.
• Suggested Answers (for the facilitator).

Notes:
This exercise is suitable for use with groups of up to 18 participants. It’s run as a competitive game and is a race to the finish. Played in teams of 2-3 players - we do not recommend having teams with more than 3 participants.

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

Time:
The exercises in this module will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 40 minutes to complete 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 is suitable for use with groups of up to 25 participants.

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

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 similarities and things that unite a group of people.

Group Size:
This module can be used with large groups. Ideally, you'll have enough participants to create at least 3 groups of 6 or more.

Useful For:
Staff at all levels. This activity is designed for very large groups and is particularly well suited to conferences that bring people from different parts of the business together.

You'll Need:
• Nothing other than plenty of space. Ideally, you’ll have enough space to mark out boxes for each group of people to stand in (you’ll need plenty of string to prepare these beforehand) as well as a clear space at the front of the room where participants can congregate.

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 any size.

Useful For:
Staff and managers at all levels.

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.

Time:
The exercise in this module will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 40 minutes to complete 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 is suitable for use with groups of up to 25 participants.

Useful For:
Staff at supervisory level.

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.

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 raise participants’ awareness of how their perceptions of situations influence their emotions and behaviour.
• To describe the types of unhelpful thinking we can identify in our perceptions.
• To provide an opportunity to identify how to change unhelpful thinking in a situation of the participant’s choosing.

Group Size:
This module is suitable for use with groups of up to about 20 participants.

Useful For:
Staff at all levels.

You'll Need:
• Flipchart and at least 4 post-it notes per participant.

Notes:
The modules Managing Emotions and Difficult People – And How to Deal with Them are complementary to this module and can be combined with it to make a longer session. This module can be used as part of a course on managing or preventing stress. It can also be useful in courses on communication or negotiation, or presentation skills, where participants’ emotions and perceptions may influence their performance.

Time:
The exercise in this module will take about 40 minutes to complete. In total, allowing for discussion, we recommend allowing 75 minutes to complete 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 is suitable for use with groups of any size.

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.

The questionnaire is not scientific, and the results will only reflect participants’ current perceptions of the organisation they work in, which might be very different to those of other people.

The questionnaire can be sent to participants for completion prior to the training or completed during the training itself. If you decide to give the questionnaire to participants during the training, it is probably best to do this early on, as an introductory session.

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

Time:
The exercise in this module will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 30 minutes to complete this module.

Aims:
• To define success.

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

Useful For:
Staff at all levels.

You'll Need:
• Flipchart paper and lots of coloured pens.

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

Time:
The exercises in this module will take about 20 minutes to complete. In total, allowing for discussion, we recommend allowing 45 minutes to complete this module.

Aims:
• To demonstrate the fact that people have different 'maps' of the world.
• To show how information can be misinterpreted.
• To demonstrate the impact of misinterpretation on rapport and the ability to negotiate.

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

Useful For:
Staff at all levels.

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

Notes:
This is intended as a thought provoking discussion based module that looks at the assumptions we make and how our individual perspective of the world can impact upon negotiations.

You will need to handle this session with care and sensitivity acknowledging the different viewpoints that arise.

Time:
The exercises 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 raise awareness of self-awareness, the first strand of emotional intelligence.

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

Useful For:
Staff at all levels.

You'll Need:
• A flipchart, pens and the handouts provided.

Notes:
This module forms part one of a two-part introduction to emotional intelligence. (Part 2 can also be used alone to explore awareness of others and empathy as a skill.)

This module (Part 1) looks at intra-personal intelligence - self-awareness - and the ability to notice and regulate or manage our own emotional state or mood.

Part 2 examines interpersonal intelligence – being able to distinguish other people’s emotions, moods and temperaments.

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

Time:
The exercises 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 is suitable for use with groups of up to about 25 participants.

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.

Part 1 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:
There is a Remote Delivery version of this module available in Trainers’ Library.

Time:
The exercise in this module can be completed in about 70 minutes. In total, allowing for discussion, we recommend allowing about 105 minutes for this module.

Aims:
• To encourage managers to identify the factors that will make their teams feel that they value the organisation they work for and are valued in return.

Group Size:
This module can be used with groups of between 3 and 20 participants.

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

You'll Need:
No additional materials are required but the final part of the exercise requires space for participants to move around the room.

Notes:
The exercises allow space for participants to reflect on the engagement of a team of up to 15 employees. If their team is bigger than this, encourage them to think about their best and worst performing team members.

Whilst this module can be run as a stand-alone exercise, it is most powerful when used with the other exercises in the Employee Engagement series. This complete course can be run in one day or in 4 bite-sized sessions.

Time:
The exercise in this module can be completed in about 50 minutes. In total, allowing for discussion, we recommend allowing about 80 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 between 3 and 20 participants.

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

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.

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 help participants understand what it feels like to be engaged in their job and the difference it makes to how they feel and the quality of their work.

Group Size:
This module can be used with groups of between 3 and 16 participants.

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

You'll Need:
• A Bridge Constructor Kit for each team.
• A separate area for each team to work in, where they will be out of sight of the other team(s).

Notes:
It is advisable to start this exercise without too much introduction – just hand out the briefings and let them get on with it.

Whilst this works very well as a stand-alone exercise, we thoroughly recommend using it in conjunction with Employee Engagement 1, Employee Engagement 2 and Employee Engagement 3. .

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

Time:
This exercise will take about 70 minutes to complete. In total, allowing for discussion, we recommend allowing 90 minutes to complete this module.

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

Group Size:
This module is suitable for use 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 is designed to be used as a conclusion to training around assertive behaviour. It provides participants with an opportunity to practise responding assertively to a range of situations - whether it's with managing upwards, dealing with peers and colleagues or in personal situations.

This exercise is easily adapted and can be used in a variety of ways depending on your participants and the time available. For example, you can run it:

• As a small group discussion.
• As a role-play exercise with 2 participants role-playing and an observer giving feedback.
• By asking each participant to work on one scenario and then role-play it with the trainer with feedback from the rest of the group.

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

Time:
The exercise in this module will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 40 minutes to complete this module.

Aims:
• To provide an opportunity for participants to consider how they perceive themselves and how others perceive them.

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

Useful For:
Staff at all levels.

You'll Need:
• One set of Feelings Cards per participant (provided).

Notes:
Use this in any training session where you want participants to reflect on how they see themselves and how they think they are seen by others.

You will need to use strong facilitation skills to debrief this exercise.

Time:
This exercise will take about 45 minutes to complete. In total, allowing for discussion, we recommend allowing 60 minutes to complete 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 is suitable for use with groups of up to 15 participants.

Useful For:
Supervisors and team leaders.

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

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 elderly man, avoid using the photograph of the older man. And carefully observe conversations, particularly within the sub-teams of Team 1 to ensure that in the unlikely event that language is used that is inappropriate and not conducive to learning, or which expresses views that are unacceptable or distressing to others, you’re in a position to curtail it.

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

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 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 groups of up to 25 participants.

Useful For:
Everyone who interacts with others at work.

You'll Need:
• 2 different colour pens for each participant (to complete the handout).

Notes:
A great exercise to demonstrate our role in conflict with others. It’s designed to help anyone reflect on how to improve their workplace relationships, not just those who are in conflict. It is also a useful addition to Emotional Intelligence training.

We do recommend that you practice reading Flenda’s Tale aloud a couple of times before using this exercise.

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

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

Aims:
• To encourage participants to consider their attitude.
• To encourage discussion around 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 is suitable for use with groups of up to 25 participants.

Useful For:
Staff at all levels.

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

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

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 demonstrate a link between self-belief and results.
• To encourage participants to consider the impact positivity has on their own performance and the performance of others.

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

Useful For:
Staff at all levels.

You'll Need:
• A syndicate room, or separate area in which Team 1 can work.
• A pack of 54 ‘Filing Frenzy’ cards for each team.
• A stopwatch/timer.
• You might like to use a bell or whistle to announce the start/end of the exercise.

Notes:
This exercise may not be suitable for participants who are colour blind or visually impaired. However, in most cases anyone who falls into this category can still be involved. Ask them to observe/listen to the teams during the exercise, identifying effective and less effective behaviours in order to provide constructive feedback afterwards.

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 encourage participants to think about the type of job they should apply for and the skills and personal qualities they can bring to it.

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

Useful For:
Staff at all levels especially those returning to work after a career break or job seekers. This module may also be used as a framework for 1:1 coaching sessions.

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

Notes:
This is the first module in the series Job Application. It can be used as a short, stand-alone session or as the first in a series of short workshops taking participants through the whole job application process – from selecting the most appropriate jobs to preparing for interview.

Time:
The exercise in this module can be completed in about 50 minutes. In total, allowing for discussion, we recommend allowing about 75 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 25 participants.

Useful For:
Staff and managers at all levels.

You'll Need:
• Coloured post-it notes.
• A set of six cut-keys and labels (from the template provided) for each team.
• String and blu-tack.
• Enough clear wall space for each team within the group to be able to put up, and move around, lots of post-it notes.

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

Time:
The exercise in this module can be completed in about 40 minutes. In total, allowing for discussion, we recommend allowing at least 50 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 is suitable for use with groups of up to about 15 participants with enough to encourage discussion.

Useful For:
Staff at all levels.

You'll Need:
• To practise reading the scenario through several times to familiarise yourself before the session. (If your level of membership allows, there is an audio recording of the scenario in Trainers’ Library that you can use if you prefer not to read it aloud yourself.)

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

It is important to use this activity within a diversity course in which 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.

The module consists of four activities:

Part 1:
1) Reading/Playing the scenario.
2) Discussion of the experience of imagining yourself into the scenario.
3) Input on where the attitudes and feelings may come from and the unhelpful behaviours that may follow.

Part 2:
4) Discussion in groups of what the two sets of people in the scenario could do to encourage acceptance and integration.

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

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 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 15 participants. This exercise works best when the teams have 3-4 participants in each, but you don’t want to have more than 5 teams in total, or the exercise will become too unwieldy.

Useful For:
Everyone who interacts with others at work.

You'll Need:
• An internet connection, the Activity Links and your PIN if you’d like to use the videos.

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

Time:
The exercise in this module can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 40 minutes for this module.

Aims:
• To explore the challenge when solving a problem where a number of people are involved, particularly when those people may have other obligations that mean they can’t give your problem their complete attention.

Group Size:
This module can be used with groups of almost any size. Where you have more than 12 participants, you should consider splitting your group and running two versions of the exercise separately in tandem.

Useful For:
Staff at all levels.

You'll Need:
• A stopwatch.

Notes:
This exercise requires a minimum of 6 participants. Where you have more than 12 participants, you should consider splitting your group and running two versions of the exercise separately in tandem.

It is important that all of the cards are distributed and that every participant has a card but some participants can receive more cards than others – in fact it’s better if they do.

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 encourage participants to try creating innovative solutions from seemingly wacky ideas.
• To illustrate how the craziest ideas can contain the germ of brilliance.

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

Useful For:
Staff at all levels.

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

Notes:
During this exercise participants will be solving a problem. We have provided some suggested topics but, where appropriate, we recommend using a real issue that your participants need to address.

For example, this exercise was used with a government’s Transport Department. The participants (from junior to senior members of staff) used this technique to identify how to tackle the congested roads in their biggest city.

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

Time:
The exercise in this module can be completed in about 40 minutes. In total, allowing for discussion, we recommend allowing about 50 minutes for this module.

Aims:
• To encourage new managers to think about which of their team members they are most worried about managing and begin to identify actions they can take to manage them effectively.

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

Useful For:
Brand new managers (or those who soon will be), and particularly those that have been promoted from within the team.

You'll Need:
• Post-it notes, glue, sellotape and Blu Tack.
• Playdough or other modelling clay.
• Large flat (plain) wooden lolly sticks.
• Colourful pipe cleaners.
• Art equipment.

Notes:
This is an introductory module or icebreaker for new managers. It is designed to build awareness of participants’ fears and concerns, gather initial ideas and explore the personal learning each participant needs to get from the training that follows.

If using this module with larger groups, more time will be needed for debriefing the exercise; alternatively, you can ask them to work in pairs during the exercise.

Time:
The exercise in this module can be completed in about 60 minutes. In total, allowing for discussion, we recommend allowing about 75 minutes for this module.

Aims:
• To identify the management of emotions as a skill of emotional intelligence.
• To increase participants awareness of how emotions affect behaviour.
• To enable participants to describe strategies for taking control of emotion in themselves and others.

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

Useful For:
Staff at all levels.

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

Notes:
The modules Difficult People and Changing Perceptions and Emotions are complementary to this module and can be combined with it to make a longer session.

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 reflect on what mental ill health looks like.
• To highlight why stereotypes might not help us identify people with a mental illness.
• To explore what someone suffering with mental ill health might experience.
• To discuss why people might hide depression, or any other mental illness.

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

Useful For:
Staff at all levels. However, please ensure participants are aware of the topic to be discussed and are happy to participate.

You'll Need:
• Two flipcharts and a range of flipchart pens and other design materials. (You could, for example, give participants access to old magazines etc. from which they can cut images for inclusion in their posters.)

Notes:
You will need to ensure this session takes place in a space participants consider safe. We recommend ensuring participants have access to our list of helpful resources (or an equivalent for your region if you are located outside the UK.)

Before running this module, facilitators should have an understanding of mental health and have completed training around this topic.

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

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

Aims:
• To help participants understand what it feels like to be in a minority.
• To raise awareness of how being in a minority, or majority can affect behaviours.
• To introduce and briefly explain the attitude cycle.

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

Useful For:
Staff at all levels.

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

Notes:
Almost everyone has experienced the feeling of being in a minority or of not quite fitting in at some point in their lives. This module encourages participants to explore those experiences and consider the implications for minority groups.

Time:
The exercise in this module can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 45 minutes for this module.

Aims:
• To show participants how we all interpret information differently.

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

Useful For:
Staff at all levels.

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

Notes:
This is a fun way to explore how we all see things differently. We recommend a minimum of 5 participants for this activity to work well.

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

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 encourage participants to identify an appropriate management style based on the individual they are dealing with, the role they are doing and what the team needs them to do.

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

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

You'll Need:
• Post it notes and Blu-Tack.
• Lengths of string about 1 metre/3 feet long. (You’ll need two lengths for each team of 3 or 4 participants.)
• Plenty of space.

Notes:
This exercise can work as a stand-alone training exercise for new managers. It is designed to look at the role of the manager and explore suitable approaches for managing individual team members.

You will need to clear a large space (on the floor or on tables) for the main part of the exercise.

Time:
The exercises in this module will take about 100 minutes to complete. In total, allowing for discussion, we recommend allowing 180 minutes to complete this module.

Aims:
• To define aims, goals and objectives.
• To identify the purpose of goal setting.
• To introduce a six-step model for goal setting.
• To enable participants to practise goal setting.
• To identify and discuss some tools and techniques that support setting and achieving goals.

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

Useful For:
Staff at all levels.

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

Notes:
Although the whole module may take 3 or more hours to run, this is comprised of several smaller sessions that can, if necessary and appropriate, be separated. This module is appropriate for anyone who needs to set and achieve goals in the workplace, their career or their personal life.

You may find it helpful to work through the definitions set out in the first session and apply them to a goal of your own, so that you have a personal example to share with participants if they are a little reluctant to discuss their own goals.

Session four is a long session (2 hours) that takes participants through the goal setting process and allows time for them to define and describe in detail their goal(s). It is split into several sub-sections (linked to the stages of goal setting) for ease of use. The timing of a break is suggested but it may be taken at any time during this session, as convenient for the group.

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 help participants consider the extent to which they engage in change.
• To help those involved in change consider how they could make the change journey easier for themselves, and others.
• To help those involved in a change plan.

Group Size:
This module can be used with groups of up to 16 participants.

Useful For:
Anyone involved in change, either as a leader, or a follower.

You'll Need:
• A toy steering wheel for the ‘driver’ would be a fun prop, but is not essential.
• A clipboard (or A4 piece of thick card) for each participant would be useful.
• Flipchart paper and pens.

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

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 consider the role goals can play in helping a positive mental attitude and resilience.
• To consider why goals can help or hinder our resilience and how to ensure our goals help us move forward positively.

Group Size:
This module 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 encourages participants to reflect on a personal goal. It’s important therefore that their right to privacy is respected and that participants are invited rather than asked to share their thoughts, insights and ideas.

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

Time:
The exercise in this module can be completed in about 20-30 minutes. In total, allowing for discussion, we recommend allowing about 40-50 minutes for this module.

Aims:
• To help participants understand what listeners actually pay attention to when someone is speaking.
• To provide participants with a self-generated list of the essences of powerful communication.

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

Useful For:
Staff at all levels.

You'll Need:
• A flipchart and a stopwatch for each trainer.

Notes:
This exercise can be useful in any course on communication skills or presentation skills. It works best at the start of a course as the flipchart that the participants generate can be referred to throughout the rest of the course and added to as other essences of powerful communication appear.

If you have 9-15 participants the exercise works best if you split the group into 2 teams.

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

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 consider issues around communicating your project plan effectively and to create a communication plan.

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

Useful For:
Anyone who needs to set up and/or commission and/or manage projects.

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

Notes:
This is the third module in the Project Planning series. The first two modules must be run before this one.

If you are running this on a different date from the first two modules it would be sensible to remind participants to bring their completed project plan, risk analysis and contingency planning documents to this session.

As with the previous sessions, you will probably need several copies of the handout per participant so make sure you have enough printed.

Time:
The exercise in this module can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 45minutes for this module.

Aims:
• To enable participants to recognise personal triggers that affect their emotional state.

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

Useful For:
Staff at all levels.

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

Notes:
This activity acts as a good precursor to the Trainers’ Library module ‘Managing Emotions’. It is also useful if you have completed the module ‘Emotional Intelligence Part 1 – Self Awareness’.

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 give participants insight into the destructive nature of a blame culture.
• To demonstrate the importance of empathy in conflict resolution.
• To take participants on a journey from conflict to understanding and conflict resolution.

Group Size:
This module can be used with groups of up to 15 participants. Ideally, you'll have at least 6 participants though so that you can create 3 teams of 2 or more.

Useful For:
Anyone who needs to work with other teams and/or manages conflict or misunderstanding across teams.

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

Notes:
This exercise was generously donated to Trainers’ Library by Andrew Kitton of AKF Training and was developed following attendance on our Trainers’ Masterclass, ‘Using Metaphor to Ignite Learning’.

The activity in this exercise consists of three short team exercises that progress the teams from conflict to understanding and resolution.

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

Time:
The exercises in this module will take about 40 minutes to complete. In total, allowing for discussion, we recommend allowing 50-60 minutes to complete this module.

Aims:
• To welcome participants to the course.
• To introduce the facilitator and participants to each other.
• To discover the participants needs.
• To encourage interaction and discussion.
• To practise writing SMART objectives.

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

Useful For:
Supervisors and above.

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

Notes:
This module provides a long introduction to courses, but is particularly useful where the concept of SMART objectives is important to the training being delivered. It provides an ideal introduction to performance management training for example.

Time:
The exercises in this module will take about 40 minutes to complete. In total, allowing for discussion, we recommend allowing 60 minutes to complete this module.

Aims:
• To define conflict.
• To identify the main phases of conflict.
• To enable participants to describe the typical behaviours that are used when conflict is not constructively managed.

Group Size:
This module is suitable for use with groups of up to 12 participants.

Useful For:
Anyone who needs to manage conflict and interpersonal relationships.

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

Notes:
It is recommended that you keep the participant group size to twelve or fewer for this module.

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

Time:
This exercise will take about 60 minutes to complete. In total, allowing for discussion, we recommend allowing 90 minutes to complete this module.

Aims:
• To encourage participants to think about the extent to which staff feel engaged with the organisation they work for.
• To consider who staff feel is responsible for business performance.
• To think about how vision and values are used within the organisation.
• To demonstrate how values can be ingrained in the organisation.
• To consider the benefits of an organisation where staff feel engaged and responsible for the business outcomes.

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

Useful For:
Managers.

You'll Need:
For this exercise you will need a good quantity of greeting card making materials. For example: Glue, Double sided tape or pads, Scissors, Card of various colours and textures, ribbon of various colours and gold/silver markers.

You'll need enough materials for each team of 4-6 participants to make one 'template' card and one 'team' card of their own design.

Notes:
This exercise was first used at the 2008 Trainers' Library Conference and has been designed around the five 'passions' that underpin our business. It's an unusually personal module that we've used to share some of the key principles and approaches that we believe have been key to the success of Glasstap. It's been added to Trainers' Library in response to requests from participants who attended the conference.

You can use the five values we’ve suggested for the exercise to great effect, but the exercise can be easily adapted to your own organisation’s vision and values. However, we strongly recommend limiting the number of values used in this exercise to 6 or fewer. If your organisation doesn’t have a clear set of values or principles, you could use an exercise like ‘Feelings Cards’ to generate discussion around people’s values and to identify some possible organisational values for the future.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library called The E-Card Factory - Balancing Business with Values.

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

Aims:
• To describe the change curve.
• To consider strategies for working through the change curve journey.

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

Useful For:
All staff, including managers.

You'll Need:
• Article – ‘When Change Really Hurts’, available in the Articles section of Trainers’ Library.
• The Change Curve Cards (downloaded from Trainers’ Library).
• Post-it notes and pens.

Notes:
This can be a challenging session to run so it’s important that you feel confident in your knowledge and have lots of information to add if the group clams up. Apart from the article that you need for the session, you may also find it useful to read those by Damian Hughes and Martin Haworth, also available in the Articles section of Trainers’ Library.

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

Time:
The exercise in this module will take about 30 minutes to complete. In total, allowing for discussion, we recommend allowing 60 minutes to complete this module.

Aims:
• To show the importance of empathy when dealing with angry customers.
• To demonstrate that it is not just the solution, but the way the solution is delivered that affects the customer's view of the service they received.
• To provide participants with an opportunity to consider a real customer experience and to identify areas for improvement in the way it was handled.

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

Useful For:
Staff at all levels.

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

Notes:
Glasstap would like to thank Jo Downes for her help in writing this module.

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

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 help participants understand the ability for fear to debilitate.
• To explore what happens if we continue to avoid new situations that scare us.
• To explore the principle of Comfort Zone, Learning Zone and Panic Zone, and the function of each.

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

Useful For:
Staff at all levels.

You'll Need:
• To practise reading the story through several times to familiarise yourself before the session. (If your level of membership allows, there is an audio recording of the story in Trainers’ Library that you can use if you prefer not to read it aloud yourself.)

Notes:
This module looks at the impact of fear on our ability to achieve goals and fulfil our potential. It’s a useful addition to any training around personal development, adaptability and resilience. It also looks at the role of the Comfort Zone in learning and is therefore also important to trainers, or those taking on a people development role. In addition, it’s a useful module to include in any topic specific training, where fear of a new situation might hold learners back from achieving their full potential.

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

Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 40 minutes for this module.

Aims:
• To demonstrate how our own beliefs, values and past experiences affect how we perceive people and situations.
• To raise awareness of how often unconscious bias impacts upon our perceptions of others.
• To understand the impact of unconscious bias on our interactions with others and the decisions we take.

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

Useful For:
Staff at all levels.

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

Notes:
If using this exercise with very large groups, place participants into pairs.

Unconscious bias can apply to a range of topics and can be included in training on Recruitment, Equal Opportunities, Customer Service and Performance Management, etc.

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

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 increase participants awareness of the brain’s flexibility and potential for growth.
• To explore ways in which our Stretch Zone can be expanded, to strengthen our resilience.

Group Size:
This module 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 module can be used as an alternative to The Monster of Anesi, or in conjunction with it. Where the focus of that module is on learning, the focus here is on resilience, though many of the learning points are shared.

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

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 help participants understand what depression is.
• To highlight why stereotypes might not help us identify depression.
• To explore what someone suffering with depression might experience.
• To discuss why people might hide depression, or any other mental illness.

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

Useful For:
Staff at all levels. However, please ensure participants are aware of the topic to be discussed and are happy to participate.

You'll Need:
• Magazines and newspapers etc., sticky tape or glue, flipchart paper and pens.

Notes:
You will need to ensure this session takes place in a space participants consider safe. We recommend ensuring participants have access to our list of helpful resources (or an equivalent for your region if you are located outside the UK.)

Before running this module, facilitators should have an understanding of mental health and have completed training around this topic.

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

Time:
The exercise in this module can be completed in about 60 minutes (including the time required to view the training film). In total, allowing for discussion, we recommend allowing about 115 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 about 15 participants, as long as suitable facilities are available to give everyone a clear view of the training video.

Useful For:
Anyone in a customer facing role.

You'll Need:
• A computer with internet connection and a means of connecting to a screen.

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.

If your level of membership doesn’t include the option to stream this video, you can purchase a a DVD from Trainers' Library.

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

Time:
This exercise will take about 30 minutes to complete (longer for large groups). In total, allowing for discussion, we recommend allowing 40 minutes to complete this module.

Aims:
• To encourage participants to consider whether they naturally tend towards aggressive, submissive or assertive behaviour.
• To encourage participants to consider their reasons for choosing particular responses in common situations.
• To encourage participants to reflect on the reasons for others choosing aggressive, submissive or assertive behaviour.

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

Useful For:
Staff at all levels.

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

Notes:
Prior to running the exercise, print off one set of question cards for each team that you'll have, and enough answer cards to be able to give each participant one set of each: Yes, No, But, If, Unless, Because.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library - Yes But, No But! - Struggles with Assertiveness.