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Time:
In total we estimate this exercise will take 30 minutes.
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.
About
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.
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Time:
In total we estimate this exercise will take 60 minutes.
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.
About
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 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 25 participants.
Useful For:
Staff at all levels.
You'll Need:
• The film: ‘Why Do I Always Get Them?’. (If you don’t have a Trainers’ Library membership that includes the option to stream this film you can purchase a DVD from Trainers' Library.)
• Plenty of AIDing Feedback Cards and Blu Tack.
Notes:
The video used in this exercise can also be used for customer services training using our module Why Do I Always Get Them?.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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Time:
In total we estimate this exercise will take 45 minutes.
Aims:
• To demonstrate the importance of asking a mix of open and closed questions to gain a clear and accurate understanding of a situation.
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 between 8 and 24 participants.
Useful For:
Staff at all levels.
You'll Need:
• Teams will need to use a phone to communicate with you during this exercise.
• Break out space for each team to prepare their questions without being overheard.
• 4 plain envelopes to place the team briefs into.
• A copy of the Trainer Record Sheet for you.
Notes:
This can be a very useful exercise for sales people, or anyone who needs to select and ask great questions in order to effectively gather information.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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I included 'An Alien Challenge' in a Customer Service workshop that was aimed at a broad range of people, all of whom have customer contact. The group included senior and middle managers, customer service team members and some relatively new joiners; so my challenge was to hit the right level, without being either patronising or aiming too high and losing engagement. I am delighted at how well the exercise was received. It is a bit daft, but the message is clear and delegates enjoy it.
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Paula Cook
rated this item with 5 stars.
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I've used this activity twice as it's been a hit. Highly recommend this.
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Piyanut Sangpattarachai
rated this item with 5 stars.
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Time:
In total we estimate this exercise will take 50 minutes.
Aims:
• To identify what gets in the way of internal customer service.
• To consider ways to reduce or eliminate the barriers to internal customer care.
About
Time:
The exercise in this module will take about 30 minutes to complete. In total, allowing for discussion, we recommend allowing 55 minutes to complete this module.
Aims:
• To identify what gets in the way of internal customer service.
• To consider ways to reduce or eliminate the barriers to internal customer care.
Group Size:
This module is suitable for use with groups of up to 25 participants.
Useful For:
Staff at all levels.
You'll Need:
• Post its, pens and flip chart paper.
• The Activity Link and your PIN.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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Time:
In total we estimate this exercise will take 40 minutes.
Aims:
• To highlight similarities and things that unite a group of people.
About
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.
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I used this at the end of a session I ran on self-awareness (using the DiSC behavioural profiling tool) I used it slightly differently to how it is intended. We had spoken a lot about different working styles and behaviours, so I used this to look at similiarities the team members had that they weren't aware of.
It was a great success and generated a lot of laughs. A good way to raise energy levels at the end of session. I didn't have space to mark out boxes but just got everyone to start at the back of the room and move to the front when they are agreed with a statement and then move back again. It was a group of 12 people of various levels in the organisation.
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Debbie Yarwood
rated this item with 5 stars.
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Time:
In total we estimate this exercise will take 75 minutes.
Aims:
• To identify approaches and ideas that could be used in a Customer Relationship Management (CRM) strategy.
• To develop a strategy based on the information provided about Dune Races.
• To share ideas and thoughts about what makes an effective CRM strategy.
About
Time:
The exercises in this module will take about 45 minutes to complete. In total, allowing for discussion, we recommend allowing 75 minutes to complete this module.
Aims:
• To identify approaches and ideas that could be used in a Customer Relationship Management (CRM) strategy.
• To develop a strategy based on the information provided about Dune Races.
• To share ideas and thoughts about what makes an effective CRM strategy.
Group Size:
This module is suitable for use with groups of up to 25 participants.
Useful For:
Staff at all levels.
You'll Need:
• A small prize for the winning team would be a nice touch.
Notes:
This is the fourth in a series of four modules that look at Customer Relationship Management (CRM) as a topic in its own right.
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Time:
In total we estimate this exercise will take 75 minutes.
Aims:
• To illustrate the importance of customer service.
• To demonstrate how little changes can have a big impact to customers’ perception of the service they receive.
• To illustrate the importance of people to customer service.
• To identify improvements that can be made to customer service within the participants’ teams/organisation.
About
Time:
The exercises in this module will take about 50 minutes to complete. In total, allowing for discussion, we recommend allowing 75 minutes to complete this module.
Aims:
• To illustrate the importance of customer service.
• To demonstrate how little changes can have a big impact to customers’ perception of the service they receive.
• To illustrate the importance of people to customer service.
• To identify improvements that can be made to customer service within the participants’ teams/organisation.
Group Size:
This module is suitable for use with groups of up to 15 participants.
Useful For:
Staff at all levels.
You'll Need:
• The Activity Links and your PIN.
• A mobile device for each team (laptop/tablet/mobile phone) that can receive emails and play sound.
• Breakout space for each team to listen to the story in the Activity Link without being overheard.
Notes:
Most of us have stopped in hotels. This simple, yet powerful, exercise uses those experiences to demonstrate how little things count when delivering excellent customer service.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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A brilliant exercise used as part of a one day workshop in Delivering Excellent Service. It really opens the eyes to the participants how different attitudes come across and how it makes people feel.
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Lottie Skuthe-Cook
rated this item with 5 stars.
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I used this module just this weekend, with a little twist, I gave two separate
groups of participants a script each, taken from the two scenarios a week ahead of time and asked them to act out the scenes. It was very effective as it brought out "how bad service looks" and led to very good discussions on the cost and benefits of going the extra mile.
PS: the entire room also enjoyed the mini skits and some of the "actors" even brought along props.
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Nadia Mardenborough
rated this item with 5 stars.
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An excellent exercise used in 'Professional receptionist 'training. Much discussion generated by the two different / parallel scenarios and delegates agreed that this was an effective way of demonstrating that customer care can cost nothing other than a positive attitude!
Robert Corteen
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Robert Corteen
rated this item with 5 stars.
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This case study worked very well during a 2 hour session on exceptional customer care for 6 administrators whose jobs had changed to include telephone based customer service. I was skeptical about not telling them there were 2 versions of the case study at first, but this worked really well and they had lively debate about the differences once they realised. They agreed there was little difference in cost or effort but huge benefits in repeat business with the excellent customer service version. They then engaged in useful action planning to improve service from their own company (a beauty products retailer).
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Melody McMillan
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Diamond or Glass is a fantastic customer service exercise and works well for us. Also The Hungry Chick Inn has been very successful. They are both practical and travel well i.e., from the UK to Australia! Our people in the building industry can relate to both scenarios.
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Previous Member
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Time:
In total we estimate this exercise will take 45 minutes.
Aims:
• To show participants a five-step model that will help them establish the need for a difficult conversation and plan for a successful outcome.
About
Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 45 minutes for this module.
Aims:
• To show participants a five-step model that will help them establish the need for a difficult conversation and plan for a successful outcome.
Group Size:
This module can be used with groups of up to 25 participants.
Useful For:
Anyone.
You'll Need:
• Nothing other than the materials provided.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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Time:
In total we estimate this exercise will take 50 minutes.
Aims:
• To consider where people have a true sense of belonging and what that feels like.
• To explore the positive benefits of ‘belonging’.
• To explore how to create a sense of belonging at work.
About
Time:
The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 50 minutes for this module.
Aims:
• To consider where people have a true sense of belonging and what that feels like.
• To explore the positive benefits of ‘belonging’.
• To explore how to create a sense of belonging at work.
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:
A discussion that encourages people to explore how it feels to belong.
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Time:
In total we estimate this exercise will take 45 minutes.
Aims:
• To explore equality and equity mean to participants and whether there is a difference.
• To explore what equality and equity mean to others.
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 explore equality and equity mean to participants and whether there is a difference.
• To explore what equality and equity mean to others.
Group Size:
This module can be used with groups of up to 25 participants.
Useful For:
Staff at all levels.
You'll Need:
• Smartphones, tablets, or laptop computers for participants to use to choose images.
Notes:
This activity was developed by Dr. Gary R. Smith, Trainer, Express Employment Professionals, Inc.— for Express offices in Knoxville, Alcoa, Morristown, Cleveland, Crossville, LaFollette, Rogersville, Sweetwater, Maryville, Roane County, Clinton, Dayton, Sparta, and Sevierville, Tennessee, USA.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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Time:
In total we estimate this exercise will take 135 minutes.
Aims:
• To enable participants to identify different approaches that can be used to manage conflict.
• To explain the advantages and disadvantages of five key approaches used in managing conflict.
• To identify when it is appropriate to use the various approaches.
About
Time:
The exercises in this module will take about 90 minutes to complete. In total, allowing for discussion, we recommend allowing 135 minutes to complete this module.
Aims:
• To enable participants to identify different approaches that can be used to manage conflict.
• To explain the advantages and disadvantages of five key approaches used in managing conflict.
• To identify when it is appropriate to use the various approaches.
Group Size:
This module is suitable for use with groups of up to 15 participants. The exercises work best with groups of 10 or fewer.
Useful For:
Staff who need to manage conflict and interpersonal relationships.
You'll Need:
• Break-out rooms.
Notes:
It is recommended that you keep the participant group size to 10 or fewer for this module. This module can be used as a stand-alone module or as a follow on to The Anatomy of Conflict. The module is comprised of two exercises. Depending on your needs these can be run as two separate 'mini-modules'.
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I used this module along side the anatomy of conflict. The training went really well with positive feedback from the delegates. They all really got into the sketches and enjoyed being able to share ideas on how to deal with conflict within their own teams/department. I would recommend this module to anyone running a workshop on dealing with conflict.
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Shirley Palmer
rated this item with 5 stars.
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Most recent group I worked this exercise with, didn’t like the TK term ‘avoider’ they felt it had very negative connotations and I’ve found that you have to be REALLY careful to ensure that groups don’t ‘stigmatise’ or maintain that one style is better or worse than the others. I was lucky that one organisation I worked with funded their staff to complete the online TK assessment before the course. Then I could group the learners by their most common reaction and get them to look at the pros and cons with people who shared their view. This worked much better than when I’ve asked everyone to review every style. Have to say I haven’t tried the 'sketches' as the group got so 'into' discussing the pros and cons and wanting to explore their own experiences we ran out of time. I like this module and have found it helpful!
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Nicky McCrudden
rated this item with 5 stars.
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Time:
In total we estimate this exercise will take 90 minutes.
Aims:
• To explore the differences between a team and work group.
• To help participants identify when a team or group is required.
About
Time:
The exercise in this module can be complete within 20 minutes. In total, allowing for discussion, we recommend allowing 90 minutes to complete the module.
Aims:
• To explore the differences between a team and work group.
• To help participants identify when a team or group is required.
Group Size:
This module is suitable for use with most workshop/courses but is not recommended for use where the group has more than 25 participants (e.g., conferences).
Useful For:
Teams, work groups and/or their leaders who wish to explore the current organisation and management of the group.
You'll Need:
Nothing other than the materials provided.
Notes:
This module can be usefully followed by the following modules:
• Creating a Shared Vision.
• Achieving a Shared Vision. It can also be a useful inclusion in any training intervention around remote teams.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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Time:
In total we estimate this exercise will take 40 minutes.
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.
About
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.
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I used this activity to start to bring together key learnings, it was a follow on from Transactional Analysis, it was a really nice link in terms of the 'How i interact' to the 'Impact I have' with our behaviors being the focus. It linked well as the course was for a Sales audience who rely on relationships but often forgot internal relationships as they are client facing. The positioning at the start set this up nicely and I labored a little more on the fact it doesn't need to be a broken relationships, all relationships can be improved which set a different tone for some, a really nice view which went down well. Some great conversations came from it which we explored in the debrief.
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Kirsty Marshall
rated this item with 5 stars.
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Great example of how changing your own behaviour can impact the behaviours of others. Very impactful exercise.
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Michelle Maidens
rated this item with 5 stars.
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Time:
In total we estimate this exercise will take 45 minutes.
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.
About
Time:
The exercise in this module will take about 30 minutes to complete. In total, allowing for discussion, we recommend allowing 45 minutes to complete 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:
The optimum number of participants for this exercise is 8, however it can be used with fewer. If you have more than 15 in your group, split them into teams. Useful For:
Staff at all levels. You'll Need:
Nothing, other than the materials provided. Notes:
This communication exercise is based on a logic puzzle. You will need a minimum of 8 participants, which is the optimum number for the exercise. However, we have included additional Gossip Cards that enable the exercise to be used in groups of up to 15. (If you have more than 15 in your group, split the group into teams of 8 or more and get each team to complete the exercise separately.) Please note that where there are more than 8 participants in a team some of the ‘gossip’ will be duplicated.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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I love this exercise! I have used it on several occasions and there always seems to be some new learning that can be drawn out. I use it mainly for problem-solving facilitation as a wrap-up exercise. I have used it face to face and remotely, using a Jamboard so the delegates can collaborate virtually. For the remote version I have created a number of cards to match the number of delegates, making sure I include all the facts. The tricky thing is you don't always know exactly how many delegates you'll get on the day! In the face to face version I just hand out more cards per person.
It's great for illustrating listening, team work, understanding a task, data visualisation - the list goes on!
I would highly recommend this exercise.
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Lisa Lester
rated this item with 5 stars.
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I've used Gossip on numerous occasion when I want teams to understand how important it is to ensure every piece of information is used to get the right result. It also helps individuals to understand how different people take in information in different ways, for example some people only come to life in this exercise when they are allowed to see the information written down in a visual format. Great exercise, easy to use but it's vital that the debrief is carried out effectively.
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Richard Linder
rated this item with 5 stars.
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This is an excellent exercise and probably my favourite of all the Trainers Library ones. I have used it for a number of years as the opening exercise on various management programmes where the focus of the day has been effective communication. It is fascinating observing the group as they try to decipher the task. I have yet to have a group that have not enjoyed the exercise. It can seem a bit awkward for the first 5 minutes with some groups but persevere as they always start to open up. I recommend you make plenty of notes of the behaviours you observe throughout. The debrief at the end is as much fun as the exercise itself. There are so many important points you can cover off at the end. It is really thought provoking and with a well facilitated discussion at the end you can create a real buzz in the training room. I have groups that were talking about this exercise months after they did it. It really hits the mark. I would highly recommend this
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Mike Taylor
rated this item with 5 stars.
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This is a brilliant exercise. I used it when we brought together 2 teams from different locations for training. It really got them working together and highlighted the benefits of working together for the good of the organisation rather than in isolation. It also demonstrated transferrable skills. I'll be using this again and again.
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Previous Member
rated this item with 5 stars.
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I've used Gossip! on several occasions now and it always delivers the learning experience I'm aiming for. Delegates move from perplexed to organised to motivated as they explore how to complete the exercise and demonstrate the range of behaviours needed for a really good debrief around team communications skills. I also like the flexibility it offers to add more than the standard 8 participants so, if I get a no-show or have higher delegate numbers, it doesn't matter.
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Jo Wilding
rated this item with 5 stars.
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What a fantastically versatile exercise Gossip is. I have used this on numerous occasions and it never fails to deliver! Whether you want to use it for team or communication skills it works brilliantly. Thanks for another superb exercise. Andy, Motiv8 Development Ltd
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Andy Pickin
rated this item with 5 stars.
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I used the activity Gossip as part of a communications course. I had a group of eight so it worked out just right. I did have to give them a couple of hints to get them on the right path to start with but they succeeded in coming up with right solution. This is a great activity to put across the importance of good communication especially questioning and listening skills and not making assumptions. I will be using this activity again.
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Previous Member
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I have recently used the above exercise on two different communication skills programmes. The first programme had 12 delegates so I had 4 observers which worked really well as they got an opportunity to practise feedback skills which we had covered in the previous session. The remaining eight delegates were each given the pre prepared laminated cards and given the basis instructions. It was interesting to see that once they had read the cards they then asked me what they were supposed to do now! Calmly I repeated the basic instructions! After a couple of minutes they all started to discuss what was on their cards and established the tasks they were required to complete. There were many issues with how they went about the task, and it was clear that although we had discussed, practised and agreed many aspects of effective communication, including things like questioning, listening and preparation, this all went out of the window in this exercise! The best things about this exercise are the many learning points and varied situations where this can be used. The delegates all found it interesting either as a participant or as an observer. This is definitely one that will be in my tool bag for many different situations!
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Carolyn Pickin
rated this item with 5 stars.
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I facilitate multi-disciplinary teams of healthcare professionals working in cancer care. Benefits of this sort of working are that each discipline contributes to decisions about treatment options for patients. Not all teams either listen or value other members' opinions. Tried out Gossip with a large team of 16 split into 2 groups. Worked fabulously well and showed them how problems cannot be addressed properly unless everyone in the team has a voice and that they record things logically and systematically. Thank you.
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Previous Member
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Time:
In total we estimate this exercise will take 50 minutes.
Aims:
• To explore the difference between Assertive Behaviour and more Passive or Aggressive approaches.
• To understand how to deal assertively with internal customers and colleagues.
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 explore the difference between Assertive Behaviour and more Passive or Aggressive approaches.
• To understand how to deal assertively with internal customers and colleagues.
Group Size:
This module can be used with groups of up to 25 participants.
Useful For:
Anyone.
You'll Need:
• Nothing other than the materials provided.
Notes:
Before running this activity, review the scenarios in Handout 2 and decide what you think is the appropriate action for your participants to take. There are two versions of this module – this one for internal customers and another where the examples are focused on external customers.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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Time:
In total we estimate this exercise will take 50 minutes.
Aims:
• To identify improvements that can be made.
• To identify things that need to be taken into consideration when planning continuous improvement activities.
• To plan one improvement that can be implemented in the workplace.
About
Time:
The exercises in this module will take about 35 minutes to complete. In total, allowing for discussion, we recommend allowing 50 minutes to complete this module.
Aims:
• To identify improvements that can be made.
• To identify things that need to be taken into consideration when planning continuous improvement activities.
• To plan one improvement that can be implemented in the workplace.
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.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library called Planning an Improvement.
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Time:
In total we estimate this exercise will take 60 minutes.
Aims:
• To encourage discussion about customer service.
• To identify common pitfalls to avoid in relation to customer service.
• To highlight and share best practices for satisfying and delighting customers.
About
Time:
This game can be played in about 30 minutes. In total, allowing for discussion and evaluation, we recommend allowing 60 minutes.
Aims:
• To encourage discussion about customer service.
• To identify common pitfalls to avoid in relation to customer service.
• To highlight and share best practices for satisfying and delighting customers.
Skills and Behaviours Tested:
Customer care, communication skills, teamwork and collaboration, creative thinking and problem solving.
Group Size:
In this exercise participants can play individually, although we recommend they play in pairs/small teams.
Useful For:
Staff at all levels especially those in a customer facing role.
You'll Need:
• A counter for every team.
• Dice.
• A 'Pitfalls and Trampolines' game board and a set of Pitfall cards and Trampoline cards for each game in play.
Notes:
Pitfalls and Trampolines is a fun board game. It can be used at any point within a training event, but is perhaps most useful as a tool for reviewing key learning points and for sharing knowledge and ideas. Some of the cards may not be applicable to your participants so, before starting the exercise, review all of the Pitfalls and Trampolines cards and remove any that aren’t relevant.
Endorsed by The National Association of School-Based Teacher Trainers, NASBTT.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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I played this game for the first time yesterday at the end of a customer services skills course and it went really well. I was surprised how competitive they all got - insisting on playing right through to final place when I would happily have let them end when we had a winner. It was a really good way to re-cap what we had done. The game is also favourably mentioned in the majority of the feedback forms as a highlight which is
great.
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Harriet Ray
rated this item with 5 stars.
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I’d recently just finished a 10 module project on Customer Service with a regular client, and was looking for something, fun exciting, and motivational to use as a review of the customer service work we had done. A quick search of Glasstap and I found the Pitfalls and Trampolines exercise!
Woohoo! – What a find. Easy to follow instructions, great game flow, fantastic concept and easy to use cards and pertinent real life scenarios made this activity a hit with the team and was an excellent way to review and apply the learned content!
Thanks team – looking forward to the next gem!
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Previous Member
rated this item with 5 stars.
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I’ve used the Pitfalls & Trampolines (Customer Service) in some recent customer service training I’ve ran with Estate Agency and Reception Staff.
I didn’t use the board as I felt with 12 delegates it might not be practical. In pairs, delegates went through the cards discussing how they would deal with the pitfalls or discussing tips for ‘trampolines’. Some cards prompted lively group discussions, whilst others prompted some role play from some of the more enthusiastic participants!
A really great activity that I will definitely use again and again in various ways depending on their level and group size. Once again, five stars Glasstap!
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Previous Member
rated this item with 5 stars.
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Loved it. Used it most recently with a group of leisure staff all at different levels in the organisation and everyone competed well. The concept of the exercise is easy for them to grasp as it’s so familiar to them, and the challenges are really good. On one occasion, I started the game early on, then later in the course asked the groups to write some of their own challenges (relevant to their own scenarios) then switched these for the ones provided to conclude the game. Fun and appropriate for all levels of experience in customer service.
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Nicky McCrudden
rated this item with 4 stars.
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I have recently completed my first training session on The Customer Experience and used the module Pitfalls & Trampolines. This was excellent, it involved all the delegates who thoroughly enjoyed this fun exercise and many commented on the fact that they were learning whilst having fun.
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Karen Malbon
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We use this as part of our induction. Firstly to identify transferable skills of new recruits and secondly to lay the foundations of the Customer Services skills we expect. We don’t always use the board. Often we will ask the questions and award points. Having put the group into pairs the ones who gather the most points are the winners and we award small prizes/privileges etc. Works very well to set expectations.
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Previous Member
rated this item with 2 stars.
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Time:
In total we estimate this exercise will take 70 minutes.
Aims:
• To consider issues around communicating your project plan effectively and to create a communication plan.
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 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.
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Time:
In total we estimate this exercise will take 50 minutes.
Aims:
• To explore the background issues that affect remote teams.
• To help participants recognise the challenge of working collaboratively when geographically separated.
• To show the importance of establishing clear guidelines at the start of any project to ensure success.
About
Time:
The exercises in this module take about 30 minutes to complete. In total, allowing for discussion, we recommend allowing 50 minutes to complete this module. Aims:
• To explore the background issues that affect remote teams.
• To help participants recognise the challenge of working collaboratively when geographically separated.
• To show the importance of establishing clear guidelines at the start of any project to ensure success. Group Size:
This module is suitable for use with groups of up to 25 participants. We do not recommend it for very large groups. Useful For:
Those responsible for managing Remote Teams and those who currently work in Remote Teams. It is also particularly well suited to those that are about to start working remotely. You'll Need:
• At least one set of the Rules for Remote Teams cards (larger groups will need multiple sets of these cards). You might like to laminate these so that they can be used again. Notes:
This module is an excellent follow on to Working in Remote Teams.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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Time:
In total we estimate this exercise will take 40 minutes.
Aims:
• To identify the benefits and dangers of internal customer care programmes.
• To reach agreement on how to define internal customer care as a desirable goal.
About
Time:
The exercise in this module will take about 20 minutes to complete. In total, allowing for discussion, we recommend allowing 40 minutes to complete this module.
Aims:
• To identify the benefits and dangers of internal customer care programmes.
• To reach agreement on how to define internal customer care as a desirable goal.
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.
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Time:
In total we estimate this exercise will take 25 minutes.
Aims:
• To demonstrate the emotions we can experience when going through the process of change and allow participants to explore those feelings in a safe environment.
About
Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 25 minutes for this module.
Aims:
• To demonstrate the emotions we can experience when going through the process of change and allow participants to explore those feelings in a safe environment.
Group Size:
This module can be used with groups of almost any size.
Useful For:
Staff at all levels.
You'll Need:
• A short sleeved t-shirt to use in the demonstration.
• A t-shirt for each of your participants. (We suggest asking them to each bring a t-shirt of their own.)
• Flipchart paper and pens.
Notes:
You will need to spend time practising the t-shirt folding yourself prior to running this exercise so that you can demonstrate the technique quickly and effectively. It should only take 15-20 minutes practice. This website is great to help you to learn the technique: www.wikihow.com/Fold-a-T-Shirt-in-Two-Seconds.
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Time:
In total we estimate this exercise will take 75 minutes.
Aims:
• To explore the concept of an internal service chain.
• To give participants the opportunity to map an internal service chain and identify critical internal relationships.
About
Time:
The exercise in this module will take about 55 minutes to complete. In total, allowing for discussion, we recommend allowing 75 minutes to complete this module. Aims:
• To explore the concept of an internal service chain.
• To give participants the opportunity to map an internal service chain and identify critical internal relationships. 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.
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As this was a Team Dynamics event I then built on this with the Internal Service Chain as an example of firstly, how to make it work for their direct reports and then, how to extend it to their peers and colleagues as a useful building block. The key was the simplicity of the model. How to assess and understand what each person in the chain is responsible for, and then responsible to. Secondly, the impact of non-delivery by any one part on the wider team either side of them. I built this around feedback (here’s what has happened) and feedforward (here’s what I would like to see) to build and develop the relationships. I had previously used the ‘making a cup of tea’ to get them to appreciate how important it is to clearly define process but the GLASSTAP’s KITCHEN’s examples work equally well, just with more opportunities to work with and in a very different context (we are a call centre) but the principles and learning remain the same. This made it fun to participate in and it actually obliged them to think more closely around how they manage and influence those relationships either side of the chain to make it both efficient and effective an outcome.
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Previous Member
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Time:
In total we estimate this exercise will take 40 minutes.
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.
About
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.
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I used this exercise recently as part of an online recruitment workshop, to highlight how unconscious bias affects how we do things. The delegates were really shocked when I showed them the images, particularly all but one delegate had chosen the same one, despite it being a really multi-cultural group.
The discussion that followed was brilliant, really getting everyone to think about why they had made the assumptions they had, and it fed really well into talking about selection for interview from c.v.s.
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Louise Holloway
rated this item with 5 stars.
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Time:
In total we estimate this exercise will take 30 minutes.
Aims:
• To demonstrate the importance of teamwork.
• To show how, by working together, we have the potential to achieve more.
• To encourage participants to consider the dangers of an overly competitive workplace culture.
About
Time:
This game can be played in about 10 minutes. In total, allowing for discussion and evaluation, we recommend allowing 30 minutes.
Aims:
• To demonstrate the importance of teamwork.
• To show how, by working together, we have the potential to achieve more.
• To encourage participants to consider the dangers of an overly competitive workplace culture.
Skills and Behaviours Tested:
Teamwork, collaboration, leadership, avoiding assumptions and problem solving.
Group Size:
A minimum of 2 participants are required for this exercise.
Useful For:
Staff at all levels.
You'll Need:
• A ‘The Wheel’ game board for each team.
• One die and counter for every game board in play.
• Prizes. (For example, a pile of wrapped sweets, or mini chocolate bars.) If playing the alternative version of the game you’ll need up to a maximum of 8 counters for every game board in play.
Notes:
This module provides a superb introduction to any training around teamwork and co-operation/collaboration, and has been used successfully with participants at all levels within an organisation, from junior clerical staff to directors. It also provides an ideal introduction to training around the service chain, and internal customer care.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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This is one of my absolute favourite activities.
I recently used it with a new client where their leaders are working independently on their own business areas rather than coming together to drive the overall business forwards. Within a couple of minutes, it was amazing to see the penny drop with a few of them whilst others watched, confused... The debrief at the end was met with many "ahas" and a request to use the activity at their management conference with all their team leaders the following week. Such a simple, yet powerful activity to help leaders understand how much more they could achieve by coming together. It's now given us a language to support their ongoing cultural change journey.
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Caroline Sargent
rated this item with 5 stars.
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Thanks for your prompt response in dispatching the game pack. I used The Wheel for a training session with a focus on team collaboration. I grouped the participants into their departmental work groups and asked them to choose a colour to represent their department. I explained how they would move and how they could earn rewards. I used 10p pieces and told them each one represented £100 and the objective of the game was to raise as much money as possible. Dependant upon performance they would win a prize and as it was easter this was chocolate related (nothing like chocolate to motivate people it seems!!) Initially they all worked in silence and just focused on their own colour and were naturally competing with each other. After about 10 mins I asked them to stop and count up how much had been raised, followed by the question could they achieve more by working differently? A few people asked questions about if they could move each others counters and when they did this they raised more money in the same time. We linked this with the anagram TEAM together everyone achieves more. This experiential learning made a big impact on participants and in their feedback forms rated it as one of the most relevant and useful learning.
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Previous Member
rated this item with 5 stars.
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This works very well to demonstrate that working together brings greater rewards. At some point during the game there is usually an 'aha' moment. As board games are not common here, it is tricky to give instructions in such a way that the participants understand the concept without telling them exactly how to play it. After every session, participants tell me they are going to play it at home with their families (very large) to instil the concept of family spirit!
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Rachel Clayton
rated this item with 5 stars.
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Time:
In total we estimate this exercise will take 30 minutes.
Aims:
• To reflect on the impact words and actions can have on others.
• To understand that the impact our words and actions have may be invisible to us.
About
Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 30 minutes for this module.
Aims:
• To reflect on the impact words and actions can have on others.
• To understand that the impact our words and actions have may be invisible to us.
Group Size:
This module can be used with groups of almost any size.
Useful For:
Staff at all levels.
You'll Need:
• A red sweet and a green sweet for each participant. (You can use other colours if you prefer as long as you use two colours and each participant has one of each.)
• A shallow basin with a little water covering the bottom.
Notes:
Be aware that some participants might not be able to eat sweets if, for example, they are diabetic.
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Time:
In total we estimate this exercise will take 50 minutes.
Aims:
• To discover how to apply SMART when agreeing objectives for team members.
About
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 discover how to apply SMART when agreeing objectives for team members.
Group Size:
This module can be used with groups of up to 25 participants.
Useful For:
Participants with managerial responsibility, or those who will have imminently.
You'll Need:
• You may wish to have some spare copies of the Action Plan sheets included in the handout, in case participants have lots of ideas they wish to document.
Notes:
This exercise follows on from Objectives – The SMART Way and is designed for managers who need to set objectives for team members. If you’re confident that participants already know SMART it can be run as a standalone exercise. However, we’d always recommend recapping on the five elements of SMART before beginning this module.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library called SMART Objectives - Practice.
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Time:
In total we estimate this exercise will take 130 minutes.
Aims:
• To help participants prepare for and conduct conversations they find difficult.
About
Time:
The exercises in this module can be completed in about 80 minutes. In total, allowing for discussion, we recommend allowing about 130 minutes for this module.
Aims:
• To help participants prepare for and conduct conversations they find difficult.
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 helps participants to understand what makes difficult conversations ‘difficult’ and encourages them to think about how they approach such conversations.
Remote/Virtual Delivery:
Due to the length of this module, we’ve broken it down into a series of activities for Remote Delivery – Difficult Conversations 1-4.
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This really is excellent and works really well. Paricipants particulary value the handout to use as a checklist.
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Clare Bell
rated this item with 5 stars.
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I used this at a recent workshop and the template was so useful. I gave this as the last exercise and it helped people pull together what they had learnt from other activities and then work together to reflect or plan a difficult conversation
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Nicola Richardson
rated this item with 5 stars.
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I really like this activity it provokes alot of thinking in terms of managing the conversation and the handouts are really thorough, detailed and well laid out. They are great for managers to refer to when planning to have difficult conversations. I have had some great sessions and can be used with very small groups as well as larger ones.
5 stars
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Anjana Rajani
rated this item with 5 stars.
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I recently used this module for a group of managers to get them to start thinking about how to prepare and conduct those difficult conversations. I felt that each section was well structured with good interactive exercises. It really got a some great discussions going across the group to the point that we refined the examples provided on the slides! I can heartily recommend this but would add in a caveat that the handouts need to be intorduced as guidleines and not as a 'to do' list!
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Carolyn Pickin
rated this item with 5 stars.
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Time:
In total we estimate this exercise will take 50 minutes.
Aims:
• To explore differences within a group of people.
• To encourage people to recognise and be comfortable with differences.
• To begin conversations about the support we can provide others and the support we might like to request from others.
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 explore differences within a group of people.
• To encourage people to recognise and be comfortable with differences.
• To begin conversations about the support we can provide others and the support we might like to request from others.
Group Size:
This module can be used with groups of up to 25 participants.
Useful For:
Staff at all levels.
You'll Need:
• To prepare the test flipchart (as shown on PowerPoint slide 2).
• To pre-prepare 6-8 flipcharts with one of the questions from the Trainers’ Handout.
• Plenty of sticky notes for participants.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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