Acts of Recognition |
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I used this activity with a group of duty managers where we needed them to recognise and reward more behaviour. This activity really helped get the point across of how easy it is to give recognition we then incorporated our own internal recognition schemes to make them aware of what is available.
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Jennifer
rated this item with 5 stars.
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I used this material as part of a management course about building an effective team. I used this alongside the module Building Rapport with Subordinates. This was very useful for managers to self-reflect on how they provide recognition to team members, and gave them food-for-thought about whether they 'neglect' staff members. I found it helped managers to consider the impact recognition has on team morale.
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Roxanne
rated this item with 4 stars.
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Found this exercise worked best with groups of people who were already quite well versed with giving and receiving feedback (most usually fairly experienced managers). It might also work if you’d already covered the basics of why, when, how in a previous session. It also brought out in some groups dissatisfaction. For those working in environments where they didn’t feel they were getting any recognition – the first exercise proved difficult and they then wanted to have a ‘rant’. OK if you’re prepared to deal with this – and it certainly highlighted individual differences in the ‘need’ for recognition/strokes. That lead to an interesting discussion about TA hungers and strokes. I think next time I use this, I will combine with some TA theory.
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Nicky
rated this item with 3 stars.
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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.
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AIDing Feedback (Why Do I Always Get Them?) |
60
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A review has not been posted for this item. If you are a member of Glasstap you can submit one using the contact us screen. |
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AIDing Feedback (Why Do I Always Get Them?) |
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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An Introduction to Coaching |
60
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This is a great introduction to coaching which I used for a group of 6 managers from different parts of the business recently. It opened their eyes to the differences between coaching and mentoring in particular. Whilst practicing during the two days we spent together, the GROW model helped the managers to get in to the right flow. Thanks team - yet another great tool!
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Lottie
rated this item with 5 stars.
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This module was a great introduction to coaching and the group of managers whom I was working with found it extremely valuable. The exercises challenged them all however they found them useful and interesting and extremely valuable to be able to practice new techniques in a controlled and safe environment. The GROW model is simple and effective and the managers all felt this is a model they could take back to the office and use effectively with their team members; after a little practice! Thank you Glasstap.
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Jayne
rated this item with 5 stars.
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An Introduction to Coaching |
Time: This exercise will take about 30 minutes to complete. In total, allowing for discussion, we recommend allowing 60 minutes to complete this module.
Aims: • To enable participants to be able to define coaching and its purpose. • To explain the key differences between coaching and mentoring. • To enable participants to describe a basic coaching model. • To identify the core skills required by effective coaches.
Group Size: This module is suitable for use with groups of up to 24 participants.
Useful For: Staff at all levels.
You'll Need: • Plenty of space for participants to work in pairs for this module.
Notes: 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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Difficult Conversations - And How to Plan for Them |
45
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A review has not been posted for this item. If you are a member of Glasstap you can submit one using the contact us screen. |
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Difficult Conversations - And How to Plan for Them |
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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Facing up to Challenges - Assertiveness Role-Play |
90
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I’ve used this activity at the end of training, to practice what has been learned. If I’m stuck for time, I give each delegate a different scenario (depending on group size of course). It helps delegates to see that they CAN be assertive and that it just takes practice and effort, thinking about what they are going to say and how they will approach a situation.
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Roxanne
rated this item with 5 stars.
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Facing up to Challenges - Assertiveness Role-Play |
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.
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Filing Frenzy! |
90
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I just ran this exercise for a group of our Indian colleagues out in Amedabad - and they loved it. It was easy to run, fun to do and really stimulated some juicy conversations about team working, accuracy and proactivity in addition to the intended learning outcomes. They enjoyed it so much they wanted me to run it a second time to another team who hadnt been intended to come to the training. I think it's fair to say it proved a popular exercise!! I didn't need to adapt the exercise in anyway. Just print, cut and go! Definitely 5 stars and will definitely be using it again in the future.
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Becky
rated this item with 5 stars.
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I use Filing Frenzy again and again. Lots of different applications of this game, team building, coaching skills, setting objectives. It really is an excellent activity.
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Clare
rated this item with 5 stars.
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Excellent Team Building Activity. Fun and many learnings
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Anthony
rated this item with 5 stars.
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I used this for an admin team away day. We only had a small group (4) and there was a real mix in terms of experience and ability. Some of the group struggled with it but they got there in the end. I would use it again but probably with a bigger group.
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Mike
rated this item with 3 stars.
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I used this on a small team away day (4 people) as part of a team build. I was worried that the learning points would not come out due to the small numbers and unsure as to how many cards to use for each pair (I found the instructions on the number of cards to use a little confusing). I ended up using 4 sets of card per pair which seemed the right amount. We did the first 3 tasks/rounds with feedback between each one on how they approached the task and it really worked well to highlight planning, team working, quality checking, attention to detail and working together in general. We did the rounds one after the other which was quite a lot and more than enough to highlight key points. They enjoyed it but had had enough after 3 rounds as it can be quite intense! I will definitely use this again - I can see it being really useful for bigger teams to explore ways of working together. Recommended, despite the time it took to make laminated cards!
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Rebecca
rated this item with 4 stars.
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I used the Filing Frenzy on a Change Management course for first line managers. It was a brilliant icebreaker as it got the participants involved from the start whilst also illustrating the key messages about change and how we react to it. It was amazing to see how something simple can still have an impact on people when you change the instructions slightly. For some people the change was minimal and they changed their approach but for some (particular those who had won the previous rounds and had got their process down to a fine heart) felt quite disappointed by the change.
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Clare
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Time: This game can be played in about 30 minutes. In total, allowing for discussion and evaluation, we recommend allowing 90 minutes.
Aims: • To test participants’ attention to detail, individually, or collectively. • To test participants’ levels of accuracy under pressure. • To show how tasks can be broken down into achievable goals, and how teams can use short term goals to improve performance. • To test participants’ abilities to work together effectively. • To examine the impact of change on comfort zones and confidence.
Skills and Behaviours Tested: Accuracy and attention to detail, teamwork, goal setting, managing change and leadership.
Group Size: There is no minimum number of participants – this exercise can even be used to test individual skills.
Useful For: Staff at all levels.
You'll Need: • One set of Filing Frenzy and instruction cards for each individual or team (see notes). • A stopwatch or watch. • A whistle or bell (optional).
Notes: This exercise is normally run as a series of short 10-minute activities (with discussion at various points). These activities can be run back to back, but are perhaps more effective when used as an intermittent energiser during a training day/course and used to illustrate or highlight learning points covered in detail elsewhere in the training programme. You will need one set of Filing Frenzy cards for each individual or team. (We recommend a set of 180 cards for each individual or team, i.e., 10 copies of the ‘Filing Frenzy Cards’ document if running the exercises on the following pages.) However, for a simple ‘accuracy test’ you could use fewer cards. For example: • Individuals – 36 cards (2 copies of the ‘Filing Frenzy Cards’ document). • Teams of 2-3 – 90 cards (5 copies of the ‘Filing Frenzy Cards’ document). • Teams of 4-6 – 126 cards (7 copies of the ‘Filing Frenzy Cards’ document).
Note of Caution: 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.
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Giving Feedback - Notes for Trainers' Library Video |
80
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A review has not been posted for this item. If you are a member of Glasstap you can submit one using the contact us screen. |
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Giving Feedback - Notes for Trainers' Library Video |
Time: The exercise in this module can be completed in about 60 minutes (including the time required to view the training video). In total, allowing for discussion, we recommend allowing about 80 minutes for this module.
Aims: • To enable participants to notice examples of unhelpful feedback, both positive and negative in the film clips. • To encourage participants to adopt helpful feedback in their own dealings with staff.
Group Size: This module is suitable for use with groups of up to about 20 participants, split into smaller teams, as long as suitable projection facilities are available to give everyone a clear view of the training video.
Useful For: Managers at all levels, supervisors and team leaders.
You'll Need: • A computer and a means of connecting to a screen.
Notes: We recommend showing each clip of film in turn and drawing out the learning points. There is a further activity to relate the learning to participants’ own work situations. Please note that these are the trainer notes that accompany the Trainers' Library video 'Giving Feedback', exclusively available to customers with an Essential, Pro or Enterprise membership.
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How Long? - The Importance of Confidence |
30
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A review has not been posted for this item. If you are a member of Glasstap you can submit one using the contact us screen. |
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How Long? - The Importance of Confidence |
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.
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Introduction to Giving Feedback |
60
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Loved the true and false bit at the beginning with statements about feedback. Really got the managers thinking to begin with. Then going in to specific language used to give feedback was really useful and gave managers specific tips to take away and practice in their work. The practice element was really useful especially for inexpereinced team leaders. Would definitely use this again!
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Anjana
rated this item with 5 stars.
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Used this exercise with a group of managers, who were quiet senior but not accustomed to managing others. They found the initial true or false quiz a little too ‘obvious’ (although that might be because of the seniority of the group). However, the section on developing good practice guidelines worked well – especially as it was an in-house course. It certainly revealed a lot about the culture of feedback in the organisation. (So in that respect could be useful as an assessment tool when working with organisations over a time period).
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Nicky
rated this item with 3 stars.
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We frequently use the material provided about 'Feedback' asking our group members to complete the true false quiz sheet. This provides a good starting point for discussions about 'what feedback is'. We find the four areas to consider when giving feedback helpful for our learners as it gives them a framework to work within.
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Jean
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Introduction to Giving Feedback |
Time: The exercises 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 build an understanding of the characteristics and differences between constructive feedback, praise and criticism. • To explain the importance of constructive feedback. • To build awareness of "good practice" guidelines for providing constructive feedback. Group Size: This module is suitable for use with groups of up to 15 participants. Useful For: Supervisors and first time managers. You'll Need: Nothing other than the materials provided.
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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Managers Self Assessment - A 360° Feedback Tool |
30
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This exercise is a really good way of getting managers to rate their skill sets honestly and access how successful they have been in different areas. Then to share the information with their manager and from that create an action plan for future development. They all were pleasantly surprised by the scores that came back from their teams when they sent them out.
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Shirley
rated this item with 5 stars.
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Managers Self Assessment - A 360° Feedback Tool |
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 give participants an opportunity to reflect on their current skill levels as a manager and use the information to create a plan of action.
Group Size: This module can be used with groups of any size.
Useful For: Participants with managerial responsibility (or those who will have imminently).
You'll Need: Nothing other than the materials provided.
Notes: This exercise can work as a stand-alone exercise but is best used as a precursor or a final exercise in a longer programme for new managers.
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Mentoring 2 - The Mentor-Protégé Relationship |
120
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Mentoring 2 - The Mentor-Protégé Relationship |
Time: The exercise in this module can be completed in about 75 minutes. In total, allowing for discussion, we recommend allowing about 120 minutes for this module.
Aims: • To enable participants to define the 3 stages of the mentor-protégé relationship. • To enable mentors and protégés to have clarity about their roles and responsibilities. • To provide guidelines and templates for managing the relationship.
Group Size: This module is suitable for use with groups of up to about 25 participants.
Useful For: Both mentors and protégés at any 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.
Endorsed by The National Association of School-Based Teacher Trainers, NASBTT.
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Mentoring 3 - Skills |
90
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A review has not been posted for this item. If you are a member of Glasstap you can submit one using the contact us screen. |
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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 recognise the key skills required of a mentor. • To assess current skill levels. • To identify key strengths and areas for development. • To provide a structure for mentoring meetings.
Group Size: This module is suitable for use with groups of up to about 25 participants.
Useful For: Staff at all levels who want to become a mentor.
You'll Need: Nothing other than the materials provided.
Notes: Some of the skills discussed may need further and more specific development e.g. feedback and coaching. Trainers’ Library has a range of materials to support this development.
Remote/Virtual Delivery: There is a Remote Delivery version of this module available in Trainers’ Library.
Endorsed by The National Association of School-Based Teacher Trainers, NASBTT.
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Recruitment - Interview Practice |
180
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A review has not been posted for this item. If you are a member of Glasstap you can submit one using the contact us screen. |
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Recruitment - Interview Practice |
Time: The exercise in this module can be completed in about 130 minutes. In total, allowing for discussion, we recommend allowing about 180 minutes for this module.
Aims: • To enable participants to understand what is needed to run an effective recruitment interview and to practise doing so.
Group Size: This module can be used with groups of between 4 and 12 participants. Ideally, you should have at least 6 participants.
Useful For: Anyone who is involved in interviewing candidates for posts in their organisation.
You'll Need: • Post-it notes. • The job description, person specification and the candidate applications for the role you’d like to interview for. • One room containing a table and chairs for each group taking part in the practice interviews. • A waiting room for your candidates. (One of these rooms needs to be large enough for the whole group to come together for the initial briefing and final discussion/review.)
Notes: Recruitment is the start of effective performance management and one of any organisation’s most important activities. This module will ensure that all those involved are able to carry out the interview process effectively. It is simple to run but does need careful planning to ensure it works. The time spent doing this is amply rewarded by the fact that, once done, you can use the module again and again, without the need for much planning. Although not totally necessary, we think it would be helpful to run this session as part of a whole course looking at recruitment. There is a complete course agenda in Trainers’ Library that shows how you could do this.
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Re-Scripting Feedback |
50
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Reviews |
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I have recently used this exercise as part of an in-house Mentoring Skills session for those staff who, in particular, mentor new employees. It is very straightforward to run and really challenges people on being specific about what someone has done (good or bad). I found I did need to emphasise the point about the participants putting their own context on the feedback statements – telling them to think about situations in their departments really helped. When reading out the suggested alternatives statements, I asked the participants to say it to me as if I was the person getting that feedback in real life. It’s more of a stretch for the members of the group in that way – and they have to work on their eye contact and sincerity too!
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Previous
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I use this exercise both in management development courses and as a part of personal effectiveness courses. I find it very helpful to give some forms of words that help them think about structuring better feedback as well as some less good, but more common (and less effective) examples of feedback that they can improve. Asking them to do that in groups enables them to feedback with more confidence and provides us with a variety of responses, I tend to give them the first couple to do one at time and feedback after each one in order that they hear a variety of responses that improve the quality of their later suggestions. I follow this up with asking them to script a piece of feedback they want to give to a member of their team, with an opportunity to try it out and ask for feedback.
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Helen
rated this item with 5 stars.
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Time: The exercise in this module can be completed within 30 minutes. In total, allowing for discussion, we recommend allowing about 50 minutes for this module.
Aims: • To encourage participants to consider the art of feedback and to ensure their feedback is appropriate and objective. • To enable participants to identify useful, helpful, constructive feedback. • To clarify what makes useful, constructive feedback. • To develop participants ability to give constructive feedback. • To consider how it feels to be on the receiving end of destructive or unhelpful feedback.
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: The suggested time for this module is based on the assumption that pre-work has covered the essential elements of positive feedback. The activity is designed to help participants improve their ability to offer feedback in a way that is constructive and helpful and leads to positive performance. It works particularly well following the Introduction to Feedback
module in Trainers’ Library.
Remote/Virtual Delivery: There is a Remote Delivery version of this module available in Trainers’ Library.
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Responding to Written Complaints |
60
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We used this material because we had inconsistancies in the quality of our complaint responses. Many of the younger members of staff (not wanting to be ageist but stating fact) had no idea how to set out a complaint response. They either ended up either giving chapter and verse to the customers or gave a very blunt response which often made the situation worse. This material was quick to deliver, hit the spot exactly and was very easy to understand. Months down the line many of the staff trained to use the A.N.S.W.E.R method still refer to it today and many of them use it as a template for writing any kind of response. It helps prevent future complaints by ensuring that all the essential elements of a good quality response letter are included in a logical order. Thanks for making my job much easier and for helping out so many of our new compliaint handlers. The responses are much better and the customers are much happier.
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Previous
rated this item with 5 stars.
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Responding to Written Complaints |
Time: The exercises 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 encourage participants to think about the importance of written complaints. • To provide a simple model for drafting an appropriate response to a complaint. • To provide an opportunity for participants to practise writing responses to customer complaints. Group Size: This module is suitable for use with groups of up to 25 participants. Useful For: Staff up to supervisor level. You'll Need: Nothing other than the materials provided. Notes: We have provided 4 fictional written complaints, which can be used if real examples can't be made available, (together with a suggested response for each) but the exercise will probably be of more benefit if participants can draft responses to complaints that are relevant to their team/department/organisation. We recommend therefore that for the practical element of this module, you gather some examples of written complaints received by your organisation (try to have a mix of letters, emails or social media postings). You should pre-prepare these by removing any information that identifies the customer and/or a particular member of staff. Before running this module, please familiarise yourself with the handout and make sure you understand the structure used. The suggested responses to our fictional written complaints will help in your preparation.
Remote/Virtual Delivery: There is a Remote Delivery version of this module available in Trainers’ Library.
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Structuring a Performance Review |
40
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A review has not been posted for this item. If you are a member of Glasstap you can submit one using the contact us screen. |
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Structuring a Performance Review |
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 encourage participants to think about how to structure a performance review. • To provide a suggested agenda for a performance review.
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: In this exercise, you can ask participants to produce an agenda for a real performance review that is up and coming. Alternatively, you can use the case studies provided, and ask them to consider an agenda for one of those, imagining as appropriate that they are half way through the year or at the year end. If you chose this option, it works as a great follow up to Preparing for a Performance Review.
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The Job Dilemma - Feelings of Engagement |
45
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A review has not been posted for this item. If you are a member of Glasstap you can submit one using the contact us screen. |
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The Job Dilemma - Feelings of Engagement |
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 what participants can do to improve their own levels of engagement.
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.
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Training Practice |
140
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A review has not been posted for this item. If you are a member of Glasstap you can submit one using the contact us screen. |
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Time: The exercise in this module can be completed in about 115 minutes. In total, allowing for discussion, we recommend allowing about 140 minutes for this module.
Aims: • To give participants an opportunity to practice training delivery; including debriefing exercises. • To explore the importance of using relevant icebreakers and energisers to change energy levels in the training room.
Group Size: This module can be used with groups of up to 20 participants, but a maximum of 10 participants is recommended.
Useful For: Participants in a Train the Trainer programme.
You'll Need: • 1 set of the Training Practice Cards. • 1 A4 envelope for each participant (with their name on it). • Enough Feedback Sheets for participants to give feedback to each of their fellow participants. • The equipment required for participants to run the individual icebreakers (see the trainer's notes).
Notes: Unlike most of our course modules, this one is designed to be run as several ‘mini sessions’ at different points in your training. The timings in our summary sheet are based on 10 participants, each delivering their session individually. To work out an accurate time for your group: • Allow 20 minutes to introduce the session and give participants time to prepare. • Allow 10 minutes for each participant’s practice session. • Allow 20 minutes at the end for discussion, review of feedback and action planning. It is preferable for your participants to deliver their sessions solo, but for larger groups, or if time is an issue, you can put them in pairs. This activity can be used in groups of up to 10 participants or 20 if you are allowing them to co-deliver (not recommended).
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We Need to Talk - Holding Difficult Conversations |
130
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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
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
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
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
rated this item with 5 stars.
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We Need to Talk - Holding Difficult Conversations |
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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Why Do I Always Get Them? - Notes Supporting the Glasstap Film |
115
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Reviews |
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At Seymour Hotels, we take pride in providing exceptional experiences and creating magical memories. I use this DVD during induction to illustrate examples of both good and bad service, encouraging all participants to engage and contribute to the discussion.
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Claire
rated this item with 5 stars.
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This DVD has proven to be popular with customer service teams in manufacturing and in engineering sectors. It is useful to see how universal our perception of poor customer service is, whether it is in a coffee shop or a clothes shop. The gentle humour of the film fits the topic and serves as a good icebreaker, especially to encourage less confident participants to contribute their opinions or horror stories on poor customer service and how this could be put right.
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Paula
rated this item with 5 stars.
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Why Do I Always Get Them? - Notes Supporting the Glasstap Film |
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.
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Why Feedback Matters |
20
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Reviews |
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I have used this exercise a few times in training sessions on coaching and running 1-1 reviews. The role play element is quite fun to do but as the notes say you do need to pick your "victims" with care. Having examples of "feedback" to discuss makes it much easier and involving individuals from the group allows you to focus on how they felt about the feedback. On the whole, a fun exercise to open a session about giving feedback.
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Lisa
rated this item with 5 stars.
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Time: The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 20 minutes for this module.
Aims: • To demonstrate the difference effective feedback can make to someone’s performance.
Group Size: This module can be used with groups of up to 25 participants. Ideally, you'll have at least 4 participants though, so that you can demonstrate the 4 types of feedback described.
Useful For: Anyone who needs to give or receive feedback.
You'll Need: • Nothing other than the materials provided.
Notes: This is a great way to demonstrate the difference it can make when feedback is given effectively. During the role-play element it is advisable to select with care the people who will be receiving the different types of feedback. It is also advisable to explain clearly at the start of the exercise that it will involve you role-playing different types of feedback.
Remote/Virtual Delivery: There is a Remote Delivery version of this module available in Trainers’ Library.
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Workplace Coaching 2 - The How |
60
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Reviews |
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I recently delivered a 2 day coaching in the workplace course and included all 6 steps of Workplace Coaching. A great build of what's really important.
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Lottie
rated this item with 5 stars.
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Workplace Coaching 2 - The How |
Time: This exercise will take about 25 minutes to complete. In total, allowing for discussion, we recommend allowing 60 minutes to complete this module.
Aims: • To identify the core skills required by effective coaches. • To enable participants to describe the GROW coaching model.
Group Size: This module is suitable for use with groups of up to 15 participants.
Useful For: Supervisors and managers
You'll Need: Nothing other than the materials provided.
Notes: This is one of a series of modules that provide an in-depth introduction to workplace coaching. We recommend using these modules together. Endorsed by The National Association of School-Based Teacher Trainers, NASBTT.
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