Glasstap uses cookies on this website. View cookie policy .

Negotiation Course Modules


Negotiation requires good communication skills which are essential in identifying the needs and feelings of others in order to achieve a mutually acceptable resolution and participants will discover that as well as assertiveness they will need empathy and a willingness to compromise to ensure a win-win outcome.

Click on the stars in the table below to see our customer reviews.Click on the stars in the table below to see our customer reviews.

Document TitleDuration
(mins)
   
Body Language and Mirroring
30
show/hide reviews
Body Language and Mirroring

Time:
This exercise will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 30 minutes to complete this module.

Aims:
• To show participants how we tend to mirror the body language of others when rapport is established.
• To discuss what happens to body language when rapport is absent.

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

Useful For:
Staff at all levels. It can be used with people who don't know one another at all, or who have met/worked together previously.

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

Login or Register to Download.
Dealing with Aggressive Behaviour
50
show/hide reviews
Dealing with Aggressive Behaviour

Time:
The exercise in this module can be complete within 25 minutes. In total, allowing for discussion, we recommend allowing 50 minutes to complete the module.

Aims:
• To help participants develop guidelines for dealing assertively with aggressive behaviour.
• To encourage participants to develop and demonstrate one appropriate and one inappropriate response to aggressive behaviour.

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:
We recommend using this module only when participants are able to recognise the difference between aggressive, submissive and assertive behaviour. (See the module, “What is Assertiveness?”). This module has two alternative handouts – one with work based scenarios to discuss, and one with non-work based scenarios.

Login or Register to Download.
Different Perspectives
45
show/hide reviews
Different Perspectives

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

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

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

Useful For:
Staff at all levels.

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

Notes:
This is intended as a thought provoking discussion based module that looks at the assumptions we make and how our individual perspective of the world can impact upon negotiations. You will need to handle this session with care and sensitivity acknowledging the different viewpoints that arise.

Login or Register to Download.
Difficult People - And How to Deal with Them
60
show/hide reviews
Difficult People - And How to Deal with Them

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 increase awareness of their emotional reaction to other people’s behaviour and how to deal with people they find ‘difficult’.

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

Useful For:
Staff at all levels.

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

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

Login or Register to Download.
Discussion - Barriers to Communication
75
show/hide reviews
Discussion - Barriers to Communication

Time:
This exercise will take about 50 minutes to complete. In total, allowing for discussion, we recommend allowing 75 minutes to complete this module.

Aims:
• To enable participants to test their communication skills.
• To test participants' abilities to get their point across effectively whilst building an understanding of others' feelings.

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

Useful For:
Staff at all levels. It can be used with people who don't know one another at all, or who have met/worked together previously.

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

Login or Register to Download.
Emotional Intelligence Part 1 - Self Awareness
60
show/hide reviews
Emotional Intelligence Part 1 - Self Awareness

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

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

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

Useful For:
Staff at all levels.

You'll Need:
Nothing other than a flipchart, pens and the handouts provided.

Notes:
It is important to have an understanding of emotional intelligence and the effects of discussing it with a group of participants. You will find Mike Bagshaw’s Article in Trainers’ Library useful for this.

Login or Register to Download.
Emotional Intelligence Part 2 - Awareness of Others and Empathy
100
show/hide reviews
Emotional Intelligence Part 2 - Awareness of Others and Empathy

Time:
The exercises in this module can be completed in about 50 minutes. In total, allowing for discussion, we recommend allowing about 100 minutes for this module.

Aims:
• To develop an understanding of the importance of awareness of others, the second strand of emotional intelligence.
• To allow participants to practice empathy as a skill.

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

Useful For:
Staff at all levels.

You'll Need:
Nothing other than a flipchart, pens and the handouts provided.

Notes:
It is important to have an understanding of emotional intelligence and the effects of discussing it with a group of participants. You will find Mike Bagshaw’s Article in Trainers’ Library useful for this.

Login or Register to Download.
Fight, Flight or Friendship? - Approaches to Managing Conflict
135
show/hide reviews
Fight, Flight or Friendship? - Approaches to Managing Conflict

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 ten or fewer.

Useful For:
Staff who need to manage conflict and interpersonal relationships.

You'll Need:
Break-out rooms if possible.

Notes:
It is recommended that you keep the participant group size to ten 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'.

Login or Register to Download.
How Assertive Are You?
30
show/hide reviews
How Assertive Are You?

Time:
The exercise in this module can be complete within 10 minutes. In total, allowing for discussion, we recommend allowing 30 minutes to complete the module.

Aims:
• To help participants understand their current use of assertive behaviour and identify areas for improvement.

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

Useful For:
Staff up to supervisor level.

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

Notes:
This module includes a simple quiz to help participants identify the behaviours they currently feel comfortable with.

Login or Register to Download.
Idols - Examining Values and Beliefs
30
show/hide reviews
Idols - Examining Values and Beliefs

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

Aims:
• To encourage participants to share information about themselves.
• To explore values and beliefs.
• To build rapport among participants.
• Explore stereotypes.
• Identify the behaviours of those people we consider ‘best in class.’

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 icebreaker can provide a particularly effective introduction to training related to creativity skills, diversity, or any topic where it is useful to examine values and beliefs.

The adapted version provides a useful means of examining the behaviours of those we hold up as role models, for example when looking at topics like leadership, creativity, performance management , negotiation etc.

Participants can be pre-briefed to come to the training event with an idol in mind. This gives participants time to really think about their choices.

In addition, if you ask them to email you with their choices before the event, it is possible to produce some visual aids to support the session. For example, in one course covering creativity skills, the Glasstap trainer produced posters representing each idol, with a picture of the individual in question, and something about them/their work.

Login or Register to Download.
Influence 1 - The Games People Play
70
show/hide reviews
Influence 1 - The Games People Play

Time:
The exercise in this module can be completed in about 40 minutes. In total, allowing for discussion, we recommend allowing about 70 minutes for this module.

Aims:
• To enable participants to consider the value and difficulty caused by organisational politics and political games.
• To create an understanding that managers cannot avoid politics and so need to know the games in which they may – deliberately or inadvertently – be playing.

Group Size:
This module is suitable for use with groups of up to about 20 participants. It tends not to work well with very small groups.

Useful For:
All managers, but particularly those who are new to management and may not understand the political nature of organisations, including their own.

You'll Need:
Post-it notes, marker pens, a flipchart and copies of the handout provided.

Notes:
This is the first in a series of three modules examining influence, power and politics. It can be used on its own as a short session or with the other two to form a complete half day programme.

Politics is often seen as a ‘dirty word’ by many people, or as one in which they have no interest. The purpose of this module is for the participants to recognise that divorcing themselves from politics is a decision that could affect them adversely – and is, in itself, a political act. To influence the direction an organisation is taking means people taking part in politics.

Login or Register to Download.
Influence 2 - Sources of Power
50
show/hide reviews
Influence 2 - Sources of Power

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 enable participants to understand what power is and where it comes from.

Group Size:
This module is suitable for use with groups of up to about 20 participants. It tends not to work well with very small groups.

Useful For:
All managers, but particularly those who are new to management and may not understand that power comes from many different sources, not just authority.

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

Notes:
This is part two of three modules looking at influence, politics and power. It can be run on its own or combined with the other two modules to make a complete half day programme.

Login or Register to Download.
Influence 3 - Profile of Power
50
show/hide reviews
Influence 3 - Profile of Power

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

Aims:
• To allow participants the opportunity to identify their own sources of power, to know which they need to develop and to have an action plan for doing this.

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

Useful For:
All managers but especially those who are new to the management role and may feel that they have little power of their own to allow them to accomplish results.

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

Notes:
This module is the third in a series looking at influence, power and politics. Whilst this module can be run on its on, it will have more effect if used as a follow on to the work done in Influence 2 - Sources of Power.

Login or Register to Download.
Introduction to Transactional Analysis
65
show/hide reviews
Introduction to Transactional Analysis

Time:
The exercises in this module will take about 45 minutes to complete. In total, allowing for discussion, we recommend allowing 65 minutes to complete this module.

Aims:
• To provide participants with a way of understanding behaviour and improving communication.
• To provide a very basic introduction to transactional analysis.

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

Useful For:
Staff up to junior managers.

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

Notes:
This module is intended to provide a very simple introduction to transactional analysis, a theory developed by Eric Berne in the 1950s. If you are not familiar with transactional analysis you will need to read through all the notes carefully plus the additional material in the handout. Go through the exercises on your own first so that you can see the rationale. If you have time, try to observe the different types "in play" in your own interactions with people.

Login or Register to Download.
Island of Opportunity - A Test of Negotiation Skills
75
show/hide reviews
Island of Opportunity - A Test of Negotiation Skills

Time:
This game can be played in about 70 minutes. In total, allowing for discussion and evaluation, we recommend allowing 90 minutes.

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

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

Group Size:
This game involves participants working individually (or in pairs) representing one of 3 or, ideally 4 tribes. So each game requires a minimum of 3 participants and a maximum of 8. You can have several games running concurrently alongside each other.

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

You'll Need:
• An island map for each group of 3 or 4 tribes and ideally they should be A3 or larger and laminated.
• A different brief for each tribe.
• Chinagraph pencils (or similar) and wipes are recommended if your maps are laminated.

Notes:
It’s best to run this exercise module without too much explanation.

This exercise has many different potential solutions – the learning comes from the experience of trying to find one that all parties can agree to.

Login or Register to Download.
Jess Blonde - Tough Negotiations for Senior Managers
120
show/hide reviews
Jess Blonde - Tough Negotiations for Senior Managers

Time:
This game can be played in about 90 minutes. In total, allowing for discussion and evaluation, we recommend allowing 120 minutes.

Aims:
• To help participants develop their negotiation skills and in particular their ability to establish their needs and wants, and those of the other party, prior to commencing negotiating.

Skills and Behaviours Tested:
Communication skills, leadership, negotiation, teamwork and collaboration, and problem solving.

Group Size:
This exercise involves participants working in four teams. You’ll need a minimum of 2 participants in each team and a maximum of 6.

Useful For:
Managers, and particularly those at a more senior level.

You'll Need:
• Access to the Internet, to use our online scoring tool, necessary to assess teams’ performances and a printer to provide participants a copy of the results. (Only you will need this, not your participants.)
• Plenty of space. Ideally each of your four teams will have a separate breakout room to work in.
• A calculator for each team.
• Highlighters, pens and pencils for each team.
• A small prize for the winning team.
• A bell (optional) - available to buy from Trainers' Market.

Notes:
The exercise can also be used at the end of a training event focused on negotiation, allowing participants to apply new knowledge and skills.

Login or Register to Download.
Jobs! - An Exercise in Negotiation
60
show/hide reviews
Jobs! - An Exercise in Negotiation

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

Aims:
• To consider the importance of understanding needs and feelings of others in negotiation.
• To provide an opportunity for participants to practise overcoming differences.

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 simple exercise demonstrates the need to understand other's perspectives and to work together to find mutually acceptable solutions to shared problems.

Login or Register to Download.
Leap of Faith - Beliefs and Behaviours
90
show/hide reviews
Leap of Faith - Beliefs and Behaviours

Time:
The exercises in this module will take about 75 minutes to complete. In total, allowing for discussion, we recommend allowing 90 minutes to complete this module.

Aims:
• To explore the way underlying beliefs can drive behaviour.
• To help participants to identify beliefs that they share even where the observable behaviours seem unusual.

Group Size:
This module is suitable for use with groups of up to 15 participants. The exercises work best with groups of eight to fifteen. It can be used with smaller groups, but participants may be more reflective as they will have to explore their own beliefs and assumptions more.

Useful For:
Teams, work groups and/or their leaders who wish to explore cultural differences between nationalities, age groups, or departments and organisations.

You'll Need:
In addition to the Belief Cards and Team Brief, provided, you’ll need:
• A pre-prepared sheet of flipchart paper with a rough diagram of an iceberg.
• Sheets of coloured sticky dots for all participants.
• A small pile of Post-it® notes for each participant.
• Five blank flipchart sheets, which should be fixed to the walls at various points around the room.

Notes:
This module can be used as an introduction to diversity training as well as a team-building exercise. The activities explore different behaviours and beliefs without judgement so is ideal for organisations with cross-functional teams or cross-cultural business units.

Login or Register to Download.
Making and Refusing Requests
30
show/hide reviews
Making and Refusing Requests

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

Aims:
• To draw up some guidelines for making and refusing requests.
• To describe and practise a number of assertiveness techniques.
• To test participants' understanding of assertive behaviour.

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

Useful For:
Staff up to supervisor level.

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

Notes:
Hold back the third page of the handout (suggested answers) until the teams have completed the exercise.

Login or Register to Download.
Managing Emotions
75
show/hide reviews
Managing Emotions

Time:
The exercise in this module can be completed in about 45 minutes. In total, allowing for discussion, we recommend allowing about 75 minutes for this module.

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

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

Useful For:
Staff at all levels.

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

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

Login or Register to Download.
Negotiation Based On Position
60
show/hide reviews
Negotiation Based On Position

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 examine the practices currently adopted by participants when placed in a negotiation situation.
• To identify some of the common misconceptions regarding 'successful negotiations'.
• To identify the characteristics of position based negotiation.
• To identify common forms of psychological warfare.

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

Useful For:
Team leaders and above.

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

Notes:
This is a useful introduction to any training where you are looking to develop relationship based negotiation skills. It illustrates the limitations of the typical traditional approach to negotiation.

Login or Register to Download.
Negotiation Skills - Observer Feedback Sheet
0
show/hide reviews
Negotiation Skills - Observer Feedback Sheet

This isn't a training module as such but an additional resource that can be used to support practical simulation exercises where the trainer or other participants fulfil the role of observer.

The Observer's Feedback Sheet contains a list of positive indicators in the left hand column and some less positive indicators in the central column. Observers simply tick the boxes for the behaviours they observe and jot down examples, making effective feedback easy and powerful.

Login or Register to Download.
Overcoming Objections - An Exercise for Sales People
75
show/hide reviews
Overcoming Objections - An Exercise for Sales People

Time:
The exercise in this module can be completed in either 55 or 75 minutes. In total, allowing for discussion, we recommend allowing 75 or 120 minutes for this module.

Aims:
• To identify common objections that participants face when trying to sell a product or service.
• To identify ways of challenging objections in a constructive way using open questions and persuasive statements.

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

Useful For:
All sales staff.

You'll Need:
Nothing extra but access to a photocopier will be useful as you might wish to photocopy the best examples from the participants for distribution.

Notes:
This module consists of a practical exercise that builds on participants' real experiences. It is ideally suited to teams that naturally work together selling the same product or service, but can also be used with groups from different organisations. The module will help participants develop strategies for handling objections like, "We've decided it's too expensive for us", or "It's not for now but we might consider it in the future."

The module consists of two exercises. The second exercise is optional and may not be appropriate if time is short or if the same learning points will be covered elsewhere in your training.

Login or Register to Download.
Pings and Dongs! - The Use of Body Language in Communication
30
show/hide reviews
Pings and Dongs! - The Use of Body Language in Communication

Time:
The exercise in this module will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 30 minutes to complete this module.

Aims:
• To demonstrate the importance of body language in communication.
• To identify the positive and negative signals we give off in conversation.

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

Useful For:
Staff at all levels.

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

Notes:
This module has been written from a UK perspective. Body language can be interpreted very differently in different regions of the world.

Login or Register to Download.
Questions to Probe, Explore and Challenge
45
show/hide reviews
Questions to Probe, Explore and Challenge

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

Aims:
• To demonstrate the importance of open questions when exploring problems.
• To encourage participants to identify effective open questions for challenging blocks and assumptions.

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

Useful For:
Supervisors and above.

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

Notes:
Participants will need to be aware of question types and be able to recognise the difference between open, closed, leading and hypothetical questions. A module that explains different types of questions, 'Types of Question', can be found in Trainers' Library, under Course Modules/Communication Skills.

Login or Register to Download.
SMART Objectives
90
show/hide reviews
SMART Objectives

Time:
The exercises in this module will take about 50 minutes to complete. In total, allowing for discussion, we recommend allowing 90 minutes to complete this module.

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

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

Useful For:
Supervisors and above.

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

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

Login or Register to Download.
Something in Common
30
show/hide reviews
Something in Common

Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 30 minutes for this module.

Aims:
• To encourage participants to find things they have in common.
• To consider the impact on relationships of finding common ground.

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

Useful For:
Staff at all levels.

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

Notes:
This exercise can be used as an icebreaker, and can provide a particularly powerful introduction to sales or negotiation skills courses.

It can also be used as an introduction to equal opportunities and diversity programmes, where it can be used to highlight a potential barrier to equal opportunities.

It can even be used to highlight one barrier to creativity and innovation within organisations.

This is a great exercise for building rapport between participants and is particularly useful with a group that do not know each other very well.

Login or Register to Download.
Summary and Clarification
20
show/hide reviews
Summary and Clarification

Time:
This exercise will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 20 minutes to complete this module.

Aims:
• To demonstrate the importance of summary and clarification in effective communication.

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

Useful For:
Staff up to Team Leaders/Supervisor level.

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

Notes:
Summary and clarification are important in all forms of communication and this module is relevant to courses covering topics as diverse as interviewing (particularly behaviour based selection interviewing), counselling skills, negotiation skills, performance management, customer service etc. This exercise can be used as a short and snappy icebreaker to communication skills training.

Login or Register to Download.
The 30-second Sales Pitch
45
show/hide reviews
The 30-second Sales Pitch

Time:
The exercise in this module can be completed within 30 minutes. In total, allowing for discussion, we recommend allowing about 45 minutes for this module.

Aims:
• To give participants an opportunity to develop an effective 30-second sales pitch.
• To test the pitch for effectiveness.

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

Useful For:
Staff at all levels.

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

Notes:
This exercise can be used in sales training, or any training where you want to develop participants’ influencing skills.

For example, you might want to end a creative problem solving course by asking participants to develop a 30-second sales pitch for their favourite idea.

Login or Register to Download.
The Anatomy of Conflict
60
show/hide reviews
The Anatomy of Conflict

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

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

Group Size:
This module is suitable for use with groups of up to 12 participants. It is recommended that you keep the participant group size to twelve or fewer for this module.

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

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

Login or Register to Download.
Town Centre Street Names - Negotiation Skills
70
show/hide reviews
Town Centre Street Names - Negotiation Skills

Time:
The exercises in this module will take about 40 minutes to complete. In total, allowing for discussion, we recommend allowing 70 minutes to complete this module.

Aims:
• To provide an opportunity to practice negotiation.
• To illustrate the importance of listening skills.
• To consider the importance of effective questions in order to build an understanding of the other party's perspective.
• To consider the dangers and advantages of pre-meeting meetings.

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

Useful For:
Staff at all levels.

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

Notes:
This is a practical negotiation exercise, which will require participants to share information, thoughts and feelings effectively and seek consensus.

Login or Register to Download.
Understanding Credibility
40
show/hide reviews
Understanding Credibility

Time:
The exercises 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 consider the importance of credibility when seeking to influence others.
• To understand the link between perceived expertise, relationships and credibility.
• To provide an opportunity for participants to consider how much credibility they have with those they are seeking to influence.

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.

Login or Register to Download.
Who Is Presenting? - An Introduction to Assertiveness / Transactional Analysis
30
show/hide reviews
Who Is Presenting? - An Introduction to Assertiveness / Transactional Analysis

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 provide an early opportunity for participants to test their assertive skills.
• To enable participants to identify whether they have a tendency to adopt aggressive or submissive behaviour.
• To provide an opportunity for participants to observe Transactional Analysis behaviours in practice.

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

Useful For:
Staff at all levels.

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

Notes:
This exercise gives participants an opportunity to consider their own behaviours. It can give facilitator's a useful insight into behaviour, although the briefs do encourage particular types of behaviour.

This icebreaker provides a powerful introduction to Transactional Analysis.

Login or Register to Download.
Why Do I Always Get Them - Notes Supporting the Glasstap Film
60
show/hide reviews
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 90 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 projection facilities are available to give everyone a clear view of the training video.

Useful For:
Anyone in a customer facing role.

You'll Need:
Facilities to play the film. (If streaming from Trainers' Images, you'll need broadband internet connection wherever the video is being shown.)

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.

Silver Customers: The DVD version of the film, complete with trainer's notes, is available to buy from Trainers' Market.

Login or Register to Download.


Trainers' Library Trainers' Images Trainers' Talk Trainers' Blogs Trainers' Events Find A Trainer Trainers' Market Free Stuff







Copyright Glasstap® Limited (1999 - 2014)