‘Why Do I Always Get Them?’ (Customer Service) (R) |
75
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I have used this training module a few times and I think the video really gets people interested and thinking. The video has a great storyline and the questions to use after watching the video create a great discussion. It was fascinating to watch participant recall where they had seen behaviour like this in the film.
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Nicola
rated this item with 5 stars.
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‘Why Do I Always Get Them?’ (Customer Service) (R) |
Time: The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 75 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 12 participants. It’s not suitable for 1-1 training.
Useful For: Anyone in a customer facing role.
You'll Need: • A Trainers’ Library membership that includes the option to stream this video or you can purchase a DVD from Trainers' Library.
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. The second exercise can be run as a post-training activity to be completed individually, if you need to reduce the time required for this module. If your level of membership doesn’t include the option to stream this video, you can purchase a digital copy.
Remote/Virtual Delivery: Remote Delivery requires a system that as an absolute minimum provides the following functionality: • Face-to-face discussion. • Share screen. • Chat. • Share files. In addition, we strongly recommend using a system that provides for: • Breakout Rooms (required).
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Acts of Recognition (R) |
50
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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 30 minutes. In total, allowing for discussion, we recommend allowing about 50 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. • To create a working atmosphere in which people feel accepted and recognised.
Group Size: This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.
Useful For: Staff at all levels. It can be particularly useful in management training and team building.
You'll Need: • Nothing other than the materials provided.
Notes: This module can be used alongside Land of the Nutritos in a diversity programme and as part of a session on giving feedback or team working.
Remote/Virtual Delivery: Remote Delivery requires a system that as an absolute minimum provides the following functionality: • Face-to-face discussion. • Share screen. • Chat. • Share files. In addition, we strongly recommend using a system that provides for: • Polls/Quizzes (not required). • Breakout Rooms (required).
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AIDing Feedback (Why Do I Always Get Them?) (R) |
70
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This module was such fun! I ran it for a sales and marketing team remotely over zoom and it ran really well. The film prompted some really passionate discussions and they loved the AID model for it's simplicity and the way that it helps them to plan their feedback so that's it very objective. The materials were so easy to use and the team came away with some great actions and commitments to use the AID model to give feedback in the future.
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Elaine
rated this item with 5 stars.
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AIDing Feedback (Why Do I Always Get Them?) (R) |
Time: The exercise in this module can be completed in about 35 minutes. In total, allowing for discussion, we recommend allowing about 70 minutes for this module.
Aims: • To define what effective feedback is. • To introduce participants to the AID model for giving feedback. • To give participants an opportunity to practise giving feedback using the AID model.
Group Size: This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.
Useful For: Staff at all levels.
You'll Need: • The film: ‘Why Do I Always Get Them?’. (If you don’t have a Trainers’ Library membership that includes the option to stream this film, members can purchase a DVD of the film from Trainers' Library.)
Remote/Virtual Delivery: Remote Delivery requires a system that as an absolute minimum provides the following functionality: • Face-to-face discussion. • Share screen. • Chat. • Share files. In addition, we strongly recommend using a system that provides for: • Breakout Rooms (required).
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An Introduction to Coaching (R) |
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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An Introduction to Coaching (R) |
Time: The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.
Aims: • To 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 can be used with individuals as well as groups of up to 12 participants.
Useful For: Staff at all levels.
You'll Need: • Nothing other than the materials provided.
Remote/Virtual Delivery: Remote Delivery requires a system that as an absolute minimum provides the following functionality: • Face-to-face discussion. • Share screen. • Chat. • Share files. In addition, we strongly recommend using a system that provides for: • Breakout Rooms if you have more than 4 participants.
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Difficult Conversations - And How to Plan for Them (R) |
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 (R) |
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 12 participants. It’s not suitable for 1-1 training.
Useful For: Anyone.
You'll Need: • Nothing other than the materials provided.
Remote/Virtual Delivery: Remote Delivery requires a system that as an absolute minimum provides the following functionality: • Face-to-face discussion. • Share screen. • Chat. • Share files. In addition, we strongly recommend using a system that provides for: • Polls/Quizzes (not required). • Breakout Rooms (required).
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Difficult Conversations 1 - Why They Need Thinking About (R) |
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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Difficult Conversations 1 - Why They Need Thinking About (R) |
Time: The exercise in this module can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.
Aims: • To identify the types of conversations that people find difficult. • To explore the potential consequences of avoiding difficult conversations, managing them badly and of managing them effectively. • To understand the importance of thinking about the purpose of a difficult conversation and preparing for it before it happens.
Group Size: This module can be used with groups of up to 12 participants. It’s not suitable for 1-1 training.
Useful For: Staff at all levels, but particularly managers.
You'll Need: • Nothing other than the materials provided.
Remote/Virtual Delivery: Remote Delivery requires a system that as an absolute minimum provides the following functionality: • Face-to-face discussion. • Share screen. • Chat. • Share files. In addition, we strongly recommend using a system that provides for: • Breakout Rooms (required).
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Difficult Conversations 2 - Planning and Preparation (R) |
45
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Participants found this exercise helpful to plan for a variety of conversations including managing upwards. This exercise added value to the course I ran for new managers.
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Deborah
rated this item with 5 stars.
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Difficult Conversations 2 - Planning and Preparation (R) |
Time: The exercise in this module can be completed in about 20 minutes. In total, allowing for discussion, we recommend allowing about 45 minutes for this module.
Aims: • To help participants prepare for conversations they find difficult and approach them in a way that is more likely to achieve a positive outcome.
Group Size: This module can be used with groups of up to 12 participants. It’s also suitable for 1-1 training.
Useful For: Staff at all levels but particular managers.
You'll Need: • To remind participants to bring the questions they produced in Difficult Conversations 1 – Why They Need Thinking About, if you used this session, or send them Handout 1 in advance of the training session if you haven’t.
Notes: The exercise in this session involves splitting the group into small teams. However, if you have 5 or fewer participants, you can keep them together in one team, in which case a breakout room is not essential. This module can also be used as the basis for a 1:1 coaching exercise/discussion.
Remote/Virtual Delivery: Remote Delivery requires a system that as an absolute minimum provides the following functionality: • Face-to-face discussion. • Share screen. • Chat. • Share files. In addition, we strongly recommend using a system that provides for: • Breakout Rooms (required - see Notes).
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Difficult Conversations 3 - Using Constructive Language (R) |
60
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A very straightforward exercise to run virtually generating valuable learning. Promotes useful discussion and raises self-awareness
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Deborah
rated this item with 5 stars.
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Difficult Conversations 3 - Using Constructive Language (R) |
Time: The exercise in this module can be completed in about 35 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.
Aims: • To help participants conduct difficult conversations using language that is more likely to achieve a positive outcome for all.
Group Size: This module can be used with groups of up to 12 participants. It’s also suitable for 1-1 training.
Useful For: Staff at all levels and managers in particular.
You'll Need: • Nothing other than the materials provided, though participants should be encouraged to bring the handouts from the earlier sessions on this topic if you’ve run them.
Notes: This module is a natural follow on to Difficult Conversations 1 – Why They Need Thinking About and Difficult Conversations 2 – Planning and Preparation. This module can be used as the basis for a 1:1 coaching exercise/discussion.
Remote/Virtual Delivery: Remote Delivery requires a system that as an absolute minimum provides the following functionality: • Face-to-face discussion. • Share screen. • Chat. • Share files. In addition, we strongly recommend using a system that provides for: • Breakout Rooms (required).
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Difficult Conversations 4 - Practical Application (R) |
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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Difficult Conversations 4 - Practical Application (R) |
Time: The exercise in this module can be completed in about 40 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.
Aims: • To give participants the opportunity to practise planning and preparing for a difficult conversation.
Group Size: This module can be used with groups of up to 12 participants. It’s also suitable for 1-1 training.
Useful For: Staff at all levels and managers in particular.
You'll Need: • Nothing other than the materials provided, though participants should be encouraged to bring the handouts and work from earlier sessions.
Notes: This module is a follow up to Difficult Conversations 1-3, and a natural conclusion to those. It reviews the previous work, introduces a structure for difficult conversations and provides a practical opportunity to plan for a real situation. The activity can be run as a remote training session, with participants working in pairs. However, if you prefer, you could brief participants by email and run this as a post training activity to be completed back in the workplace. If used in this way, we suggest you review each participant’s work in a follow up 1:1 coaching session.
Remote/Virtual Delivery: Remote Delivery requires a system that as an absolute minimum provides the following functionality: • Face-to-face discussion. • Share screen. • Chat. • Share files. In addition, we strongly recommend using a system that provides for: • Breakout Rooms (required).
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Introduction to Giving Feedback (R) |
60
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I used this activity as part of a wider embedding a feedback culture programme and also as part of the introduction to feedback. I used it with everybody from the CEO and Directors to team members and it created a good deal of fun and discussion. I got them to draw their company logo adapting it a little bit, as the creative task and provided the 4 feedback scenarios. It was a fun and energising activity that really got to the point about constructive feedback.
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Angie
rated this item with 5 stars.
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Introduction to Giving Feedback (R) |
Time: The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.
Aims: • To 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 can be used with individuals as well as groups of up to 12 participants.
Useful For: Supervisors and first-time managers.
You'll Need: • Nothing other than the materials provided.
Notes: If you have fewer than 5 participants, you do not need to use breakout rooms.
Remote/Virtual Delivery: Remote Delivery requires a system that as an absolute minimum provides the following functionality: • Face-to-face discussion. • Share screen. • Chat. • Share files. In addition, we strongly recommend using a system that provides for: • Breakout Rooms.
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Negotiation - Shared Challenge or Competition? (R) |
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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Negotiation - Shared Challenge or Competition? (R) |
Time: The exercise in this module can be completed in about 40 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.
Aims: • To identify the risks of negotiating from your own perspective without considering the other party’s. • To help managers begin to understand why employee engagement is central to being a successful manager. • To challenge common misconceptions about what makes a good salesperson or negotiator. • To identify the benefits of relationship-based negotiation. • To explore the behaviours needed to achieve win-win in negotiations.
Group Size: This module can be used with groups of up to 12 participants. It is not suitable for 1-1 training.
Useful For: Anyone who needs to negotiate or sell.
Notes: This is a useful introduction to any training where you want to develop your learners’ abilities to negotiate solutions using an approach based on shared challenge, rather than competition. It illustrates the limitations of position-based negotiation. It is possible to reduce the time needed for this module by 10 minutes by pre-briefing two participants.
Remote/Virtual Delivery: Remote Delivery requires a system that as an absolute minimum provides the following functionality: • Face-to-face discussion. • Share screen. • Chat. • Share files. In addition, we strongly recommend using a system that provides for: • Polls/Quizzes (optional). • Breakout Rooms (essential).
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Re-Scripting Feedback (R) |
50
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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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Re-Scripting Feedback (R) |
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 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 the 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 can be used with groups of up to 12 participants. It’s also suitable for 1-1 training.
Useful For: Staff at all levels.
You'll Need: • 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 Giving Feedback (R) module in Trainers’ Library (which covers the essential elements mentioned above). The activity in this module can be used as the basis of a 1:1 coaching discussion.
Remote/Virtual Delivery: Remote Delivery requires a system that as an absolute minimum provides the following functionality: • Face-to-face discussion. • Share screen. • Chat. • Share files. In addition, we strongly recommend using a system that provides for: • Polls/Quizzes (optional). • Breakout Rooms (required).
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Responding to Written Complaints (R) |
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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Responding to Written Complaints (R) |
Time: The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.
Aims: • To encourage participants to think about the importance of written complaints. • To provide a simple model for drafting an appropriate written response to a complaint. • To provide an opportunity for participants to practise writing responses to customer complaints.
Group Size: This module can be used with groups of up to 12 participants. It’s also suitable for 1-1 training.
Useful For: Staff at all levels and in particular, supervisors, team leaders or those responding to customer complaints.
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: Remote Delivery requires a system that as an absolute minimum provides the following functionality: • Face-to-face discussion. • Share screen. • Chat. • Share files. In addition, we strongly recommend using a system that provides for: • Polls/Quizzes. • Breakout Rooms.
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The Job Dilemma - Feelings of Engagement (R) |
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 (R) |
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 12 participants. It’s not suitable for 1-1 training.
Useful For: Staff at all levels.
You'll Need: • The Activity Link provided and your Activity Link PIN.
Remote/Virtual Delivery: Remote Delivery requires a system that as an absolute minimum provides the following functionality: • Face-to-face discussion. • Share screen. • Chat. • Share files. In addition, we strongly recommend using a system that provides for: • Polls/Quizzes (not required). • Breakout Rooms (required).
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The Mentoring Relationship - Development and Conclusion |
50
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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 Mentoring Relationship - Development and Conclusion |
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 consider the role the mentor in terms of evaluation, facilitation and motivation. • To provide a structure of mentoring meetings. • To consider when it’s the right time to end the mentor-protégé relationship. • To consider how to review the success of the mentor-protégé relationship when it ends.
Group Size: This module can be used with groups of up to 12 participants. It’s also suitable for 1-1 training.
Useful For: Both mentors and protégés at any level.
You'll Need: • Nothing other than the materials provided.
Notes: We recommend running The Mentoring Relationship – Foundations before this module.
Remote/Virtual Delivery: Remote Delivery requires a system that as an absolute minimum provides the following functionality: • Face-to-face discussion. • Share screen. • Chat. • Share files. In addition, we strongly recommend using a system that provides for: • Breakout Rooms (required).
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The Mentoring Relationship - Foundations |
85
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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 Mentoring Relationship - Foundations |
Time: The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 85 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 can be used with groups of up to 12 participants. It’s also suitable for 1-1 training.
Useful For: Both mentors and protégés at any level.
You'll Need: • Nothing other than the materials provided.
Notes: This module involves two parts. We recommend taking a break (minimum 15 minutes) between the two parts, and therefore allowing at least 100 minutes in total for this session.
Remote/Virtual Delivery: Remote Delivery requires a system that as an absolute minimum provides the following functionality: • Face-to-face discussion. • Share screen. • Chat. • Share files. In addition, we strongly recommend using a system that provides for: • Breakout Rooms (required).
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