New Training Resources

Using the Attwoods' Supermarket Case Study
There are many ways in which you could use this case study and many topics for which it could provide a useful springboard for learning. We suggest some of them here. This is not a prescriptive list but obvious areas would be:
• Change.
• Disaster Recovery.
• Customer Relationship Management.

Notes:
This case study looks at a small supermarket chain going faced with a potential public relations crisis during a time of major change, including the flooding of the new Data Centre.

Activity Example:
This could be completed by small teams, pairs or individuals. It could also form the basis of a written assignment or simply as a tool to spark a whole group discussion.
• Write a press statement for the CEO.
• Consider possible solutions.
• Present your ideas.

Other Areas for Learning:
You could also use the case study to allow participants to practice many techniques or to learn about specific theories and approaches. For example:
• SWOT analysis.
• Change Management.
• Disaster Recovery.
• Risk.

About this Article:
In this article, Rod shares some of the experience he gained from launching and building a successful training business and provides some top tips to those seeking to become self-employed training consultants for the first time.

Opening Words:
One of the paradoxes of recession is that, just when it’s hardest to run a successful business, more people become self-employed for the first time. Between August and October 2011, 166,000 more people became self-employed, raising the total to 4.1 million – the highest number since records began. And it’s a trend that’s likely to have continued in 2012.

It’s easy to see why more people become self-employed during recessions. Recessions motivate people to go it alone because there’s often a ‘perfect’ combination of push (loss of job security or forced changes like redundancy) and pull (the attraction of doing something you’ve always wanted to, but were a little bit scared to).

So, with many trainers taking the plunge into self-employment for the first time, I thought I’d share some of my thoughts on how to become a business savvy trainer in a crowded market:

Useful Reading For:
Anyone who has recently become a self-employed training or learning and development consultant or is thinking about going down this route.

Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 30-45 minutes for this module.

Aims:
• To introduce the concept of personal resilience as the process of bouncing back from adversity.
• To define resilience and explore some of the key elements, which can affect resilience and the ability to bounce back.

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

Useful For:
Staff and managers at all levels.

You'll Need:
Enough bouncy rubber balls to give one to each participant. Ideally, its best to let participants take these away with them as a reminder of what they have learnt. They are excellent for illustrating the point that when we bounce back, we can bounce back even better (brighter, stronger, cleverer).

A range of bright and colourful bouncy balls can be purchased from Trainers' Market.

Notes:
This exercise can be used with large groups, provided that you have plenty of space. Participants need to have enough space to spread out and to bounce rubber balls on the ground and to bounce them to and from a partner. It is important that they can do this without being fearful of breaking windows, ornaments etc., if a ball goes awry. An outside space may be ideal if available and weather permits.

Article Overview:
In this article, Simon North and Penny Gundry take a look at resilience to define what it is and identify how we can increase our resilience to enable us to learn, adapt and to move forwards given any situation.

Opening Words:
We should ask two questions about resilience. Firstly, what is it? In most dictionaries, it is defined as the power to revert to original form after compressions. Secondly, is there really something to consider in this resilience issue? In the context of careers, there most certainly is.

In the UK, a PWC report for 2011 estimated that absenteeism cost to the economy was £32 billion. A similar cost was A$30Bn in Australia. Figures for the costs of absenteeism, insurance, costs of cover and lost productivity are huge in the US. In terms of days absent in the past three years, the figure in the UK is 6.5 days per employee a year and in Canada was 7.7 days.

Useful Reading For:
Everyone.

Time:
The exercise in this module can be completed in about 20 minutes. In total, allowing for discussion, we recommend allowing about 35 minutes for this module.

Aims:
• To recognise the impact of imposed change on people. It also acts an energiser between other change sessions.

Group Size:
This module can be used with large groups of more than 25 participants.

Useful For:
Staff at all levels.

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

Notes:
You may want to read the article ‘When Change Really Hurts’ by Sheila Williams, which is available in Trainers’ Library. This provides background information about the change curve, which you may want to reference in your discussion.

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

Aims:
• To raise energy levels within the group.
• To emphasise some key content.
• To check participants' understanding of the content.

Group Size:
This module can be used with very large groups of more than 25 participants.

Useful For:
Staff at all levels.

You'll Need:
You'll need to have created your own list of key words/concepts linked to the training. We suggest about 30 words and phrases to ensure the game lasts.

You may wish to add some authenticity by writing the words out onto small pieces of paper/card in advance and putting them into a hat, bag or bowl and drawing them out.

You may also want some small prizes for the winners.

Notes:
This is an energetic and fun way to review what has already been covered in the training and is ideal for use after lunch.

Time:
The exercise in this module can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 35 minutes for this module.

Aims:
• To encourage participants to think about how their thinking can affect their behaviours and ultimately contribute to whether they have a good day or not.

Group Size:
This module can be used with groups of almost any size. However, in larger groups, participants should share their results with just their nearerst neighbours.

Useful For:
Staff at all levels.

You'll Need:
Small plain postcards for each participant and coloured pencils or pens.

Notes:
This is a great icebreaker to use in any training that focuses on the need for a positive attitude.

Time:
The exercises in this course agenda can be completed within 4 hours 20 minutes. In total, allowing for discussion, we recommend allowing 7 hours to deliver (excluding breaks).

Aims:
• To introduce managers to the subject of employee engagement.
• To help managers begin to understand why employee engagement is central to being a successful manager.
• To encourage managers to identify what makes employees feel engaged.
• To help participants understand the sorts of things great managers do to drive employee engagement and its impact on customer service.
• To help participants understand what feeling engaged in their job feels like and the impact it can have on the quality of their work.

Outcomes:
By the end of the course, participants will be able to:
• Explain the difference between satisfied, motivated and engaged employees.
• Explain why engagement matters.
• Establish whether an employee’s sense of pride is coming from their job, the organisation or a combination of both.
• Increase engagement by strengthening their team members’ pride in both the organisation and their jobs.
• Identify what will engage their employees.
• Describe the behaviours that drive employee engagement.
• Describe what creates employee engagement.
• Describe what engagement feels like.
• Explain the role of the manager in employee engagement.

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

Useful For:
Managers.

You'll Need:
• Prepared flipcharts with some simple cartoon faces on them. (A simple oval with two ‘ears’ will do!)
• A bridge constructor kit for each team and a separate area for each team to work in.

Bridge Constructor Kits can be purchased from Trainers' Market.

Notes:
This is the outline for a suggested course created using a range of modules from Trainers’ Library. It shows how modules can be combined to create an effective training intervention.

The agenda provides an overview of the training event with each of the icebreakers, course modules etc. taken from Trainers’ Library highlighted in blue. You will need the trainer’s notes, handouts and any other supporting materials for all of the Trainers’ Library material included in the course outline.

Please take time to read through the detail of the Trainers’ Library briefs for each of the modules we’ve suggested including in this programme.

We’ve also included additional notes in the agenda to help you deliver a well constructed and coherent learning intervention.

This course outline has been designed for use with managers and is intended to help participants develop an understanding of employee engagement and provide some practical ideas for achieving it.

It is just one of many possible course outlines on the topic of employee engagement. You should consider the learning needs of your participants and the organisation’s needs and adapt this course as necessary to meet these, using alternative modules from Trainers’ Library or your own resources.

Please note that all timings in the following agenda are approximate. You may need to allow more time on certain aspects of the course and less on others, depending on the needs of your participants.

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

Aims:
• To introduce managers to the subject of employee engagement.
• To help managers begin to understand why employee engagement is central to being a successful manager.

Group Size:
This module can be used with groups of between 3 and 20 participants. Ideally, you'll have at least 6 participants though so that you can create 3 teams of 2 or more.

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

You'll Need:
• Prepared flipcharts with simple 'cartoon' faces drawn on them - one face for each participant.
• Post-it notes.

Notes:
This exercise is designed for the start of an Employee Engagement workshop.

Before the participants arrive – create a flip chart or charts with colourful cartoon faces on. Please have enough faces so that there is one for each participant. Have these on display at the start of the exercise.

There are two parts to this exercise. It is essential that both are completed to ensure that learning is maximised.

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

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

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

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

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

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

Time:
The exercise in this module can be completed in about 70 minutes. In total, allowing for discussion, we recommend allowing about 110 minutes for this module.

Aims:
• To encourage participants to explore the role of the manager in the success of their team.

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

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

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

Notes:
This module is built around two specific exercises. Although these can be run separately, we recommend running the module in its entirety in order to get the full benefit of the learning available.

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

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

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

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

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

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

Time:
The exercise in this module can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 35 minutes for this module.

Aims:
• To enable participants to introduce themselves to each other.
• To help participants recognise their own emotions.

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

Useful For:
Staff at all levels. However, for some senior audiences you may choose not to use the paper plates but just ask participants to describe how they are feeling.

You'll Need:
• One plain paper plate and lollipop stick per participant. (Try to avoid laminated plates, as these can be difficult to draw on.)
• Sticky tape and a selection of marker pens.

Notes:
The facilitator needs to have a good understanding of Emotional Intelligence. The Trainers’ Library article by Mike Bagshaw is a good starting point. This activity also complements the module ‘Managing Emotions’ in Trainers’ Library, which could be used later in the session.

Time:
The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 35 minutes for this module.

Aims:
• To help participants get to know each other.
• To encourage participants to think about their personal ‘brand’.
• To encourage participants to think about how images can communicate more than words and can make communication more powerful.

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

Useful For:
Anyone, but particularly perhaps those involved in marketing and/or presentations.

You'll Need:
2 name tags or name cards for each participant. (Or one sheet of A4 paper for each participant.)

Notes:
If using this icebreaker in very large groups ask participants to work in small teams and introduce themselves to those team members rather than the whole group.

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

Aims:
• To raise energy levels within the group.
• To provide the group with an opportunity for physical activity.
• To wake up the brain in preparation for the next session.

Group Size:
This module can be used with very large groups of more than 25 participants.

Useful For:
Staff at all levels. Care should be taken when choosing the activity to ensure that all participants are physically able to participate.

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

Notes:
A useful energiser for after lunch and particularly useful in training around creativity.

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

Aims:
• To enable participants to introduce themselves to each other.
• To offer a chance for personal reflection.
• To clarify learning objectives.

Group Size:
This module can be used with groups of between 3 and 15 participants.

Useful For:
Staff at all levels.

You'll Need:
Some coloured felt tip pens or pencils.

Notes:
This is a useful icebreaker to use to introduce training around topics like leadership, where participants’ experiences and expectations are key.

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 enable participants to introduce each other by sharing their personal motto.

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

Useful For:
Staff at all levels.

You'll Need:
Participant name cards (large enough for their name and motto).

Notes:
You should ensure you have your own example available to share with the participants.

Time:
The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 35 minutes for this module.

Aims:
• To act as an icebreaker.
• To enable participants to introduce themselves to the group.
• To find out how each participant perceives resilience and what they hope to get from the training.
• To introduce some key information about resilience.
• To get people thinking about what resilience means and where it comes from.

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

Useful For:
Staff and managers at all levels.

You'll Need:
A set of posters, with quotations about resilience, each printed on a separate sheet of A4 paper.

Notes:
This activity requires a little preparation in that you’ll need to stick the quotation posters up around the walls of the training room. Make sure they are suitably spread out so that participants have to move around the room to read them all.

The time required for this exercise will vary depending on group size - allow each person about 2-3 minutes to explain his or her choice.

This exercise can be adapted for large groups by splitting the group into teams and asking each participant to explain their choice to the rest of their team.

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

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

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

Useful For:
Staff at all levels.

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

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

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

Aims:
• To help participants get to know each other.
• To encourage participants share something with the group to help build rapport.
• To encourage participants to think about how they feel about the event they’re attending.

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

Useful For:
Staff at all levels.

You'll Need:
• A balloon for each participant (and some spares). (If using this exercise in small groups, the balloons should all be the same colour.)
• A small square of paper for each participant.
• You might wish to provide a pin for each participant, although a pen or pencil will probably work just as well.

Notes:
This icebreaker is particularly well suited for use in groups that do not previously know each other and where there might be some initial apprehension. It’s a great way to lighten the mood and get people talking and networking. We think it’d be a great way to launch a conference.

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.

Library+ Customers:
A DVD version of the film will be available to purchase from Trainers' Market soon, complete with trainer's notes.