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10 Top Customer Service Games

Games are memorable, competitive, action packed and fun and these10 games not only deliver these feelings but will also provide key messages and learning about providing consistently great service for all customers.

The 10 complete games in 10 Top Customer Service Games are ready to go – all the materials are included for up to 12 players for each game – game cards, dice, wheel spinner, counters, players’ and facilitator’s instructions. There are timings and applications grids, and suggestions for using the games from ‘mini’ sessions to a 2-day course.

 Key learning points

• Interact with both internal and external customers using any medium they choose to use; Face to face; Telephone; Letter; E-mail
• Clarify the skills involved in delivering customer service
• Understand the benefits of giving great customer service
• Remove internal barriers to the service your organisation provides
• Become acutely aware of all the signals given off by customers
• Adopt appropriate behaviour dependent upon the mood of your individual customers
• Build questioning skills to discover the customer’s needs and desires
• Use positive, compelling and powerful words to win yourself a hearing
• Order your conversation to guide your customers to a positive conclusion
• Use storytelling to paint exciting and vivid pictures.

10 top teambuilding games

Working within and across teams is critical to the success of many businesses, especially with cross-functional and cross-hierarchical teams being created for specific projects. To make sure your people can hit the ground running just get them using these games. Their communication skills and understanding of each other’s personalities and strengths will enable them to work more effectively and productively.
The ten complete games in 10 Top Teambuilding Games are ready to go – all the materials are included – battleships, pegs, wooden blocks, maps, game boards, dice, counters, cards, pencils, along with players’ and facilitator’s instructions. These games can be used in practically any teambuilding course you run, from communication to creativity, from decision making to planning and much more!

Make sure that your teams are 110% effective with 10 Top Teambuilding Games.

101 Great Training Games

101 Great Training Games provides not just activities that your people will really enjoy, their learning will be real, solid and long-lasting.

The manual comes with a handy Theme finder– so whenever you are looking for an activity on change, listening skills, communication skills, time management, team building or any one of the 33 categories that you can use the games for, just turn to the Theme finder and pick the game that is right for you. There is also a Timings grid, so you can check that the game will fit your schedule.

This is just a selection of the types of games included:.

• Icebreakers and Energisers
• Teambuilding
• Diversity
• Change
• Communication Skills

101 Ways to Manage Workplace Stress

Packed with practical tools and ideas for identifying the causes of stress and developing strategies for reducing it, this versatile pack offers instant and long-term help to trainers, team leaders and individuals alike.

• Tools for recognising stress in yourself and others
• Skills and strategies to help individuals manage stress at work
• How to reduce pressure and enhance performance
• The commercial case for addressing stress managment.

Each tool comes complete with background information, an explanation of its purpose and details of when and how to use it.  The background information can be used either for personal support, copied as a handout, or used as course material. Each tool can be used on its own, combined with others from the toolkit, or used with other resources you may have.

20 Training Workshops for Customer Care Vol 2

Activities and exercises to cover the basics of customer service skills.

20 Training Workshops for Developing Leadership

Workshops designed to improve leadership skills.

22 Training Events for Developing Team Leaders

Activities for developing the skill base of team leaders.

25 Team Management Training Sessions

Activities on each stage of team development including team leadership.

27 Ways to Integrate Training & Development

Activities to match training with organisational needs.

30 Activities for Internal Customer Care

Flexible activities to enhance internal customer care programmes.

30 Training Sessions for Effective Meetings

Training sessions designed to make meetings more effective.

30 Training Sessions for Effective Presentations

How to prepare and deliver powerful presentations.

32 Activities on Coaching and Mentoring

A guide to coaching and mentoring that includes a range of learning activities.

34 Activities for Recruitment and Selection

Activities designed to give a better understand of the recruitment and selection process.

35 Activities for Achieving Managerial Effectiveness

Activities designed to improve management skills.

35 Checklists for Human Resource Management

Checklists covering a range of Human Resource Management issues.

40 Activities for Improving Customer Service

Activities to improve customer service skills.

40 Activities for Training in Self-Empowerment

Activities for self-empowerment including assertiveness and conflict resolution.

40 Activities for Training with NLP

Activities for understanding and incorporating Neuro-Linguistic Programming (NLP) in Training.

45 Activities for Developing a Learning Organisation

Various activities to help managers learn and improve.

50 Activities for Appraisal Training

Activities for understanding the whole appraisal process.

50 Activities for Developing Management Skills

There are 9 volumes packed with activities for developing management skills - each at £102.50.

Each volume contains a range of activities for developing and improving performance across the whole range of management skills.  Choose the manual that contains the activities that most closely match your specific requirements.

Contact CHaRM to learn more about the content of each manual or to arrange a preview.

50 Activities for Developing Training Skills

Training skills for managers, team leaders and supervisors.

50 Activities for Self-Directed Teams

Self-directed team activities including mutual goals and leadership.

50 Activities for Team Building

Based on 11 building blocks of effective teamwork.

50 Activities on Creativity and Problem Solving

Activities for practical problem solving and creative thinking.

50 Problem Solving Activities

Creative Problem Solving Activities for Trainers.

50 Training Activities for Admin, Secretarial and Support Staff

All round activities and exercises to develop administrative, secretarial and support staff skills.

51 Tools for Transforming your Training

Accelerated Learning Methods for use in training sessions.

58.5 Ways to Improvise in Training

Paul Jackson's improvisation games and activities for trainers.

Accelerated Trainer (The)

Accelerated learning techniques for use throughout the entire training process.

ACT Fair! Effective Discipline

Use this DVD-based training programme to equip your managers with the skills and knowledge they need to carry out effective disciplinary interviews. The ACT FAIR approach to dealing with discipline illustrated in the drama video shows managers how to conduct informal disciplinary interviews that have a specific and measurable outcome. It shows managers why they should ‘ACT’and how they should ‘ACT’. It also shows that ‘doing nothing’ is not an option.

The ACT FAIR mnemonic provides you and your managers with a seven-step process for conducting informal disciplinary interviews with all types of employee. It’s simple, easy to remember and allows the procedure to progress naturally through distinct phases.

Action Learning at Work

Alan Mumford's action learning approach to management development.

Action Learning in Practice (3rd edition)

Theory, practice and implementation of action learning.

Activate!

Activate! is a collection of 15 card games that can be used in over 60 different ways to organise, energise and create learning opportunities. Simple and versatile, they can be used in a huge range of training sessions, by trainers, facilitators, managers and team leaders.

Activate! addresses 10 practical aspects of the training process and provides activities and approaches for 38 different training topics. It enables trainers, managers, team leaders and supervisors to

• organise: sort or sequence participants, assess needs, summarise a session …
• energise: lighten the mood, encourage interaction, change the dynamics …
• activate: open a discussion, illustrate a point, explore a concept, provide an experience …

Each card game in Activate! comes in its own case, and all 15 are packed into a handy carry case – you can slip one or more into a pocket or briefcase. This simple, yet powerful, concept will mean that you are never at a loss for an activity – keep them at your side at all times!

Advanced Presentation Techniques

Advanced Presentation Techniques, gives you 20 tried and tested activities for developing the skills of experienced presenters beyond the basics.  Fine-tune the skills of presenters so that they are able to make effective and powerful presentations of all kinds, whenever the need arises.  Advanced Presentation Techniques has activities that enable your people to assess how good they are currently, and what needs to be worked on, voice projection, handling awkward moments, understanding the audience, especially cultural diversity, adding value through visual aids – and much more!

Advanced Project Management (4th edition)

Project Management - definition and appraisal, procurement and the supply chain.

Age: Realising the benefits of an age diverse workforce

When people at work are under-valued, marginalised or bullied simply becausethey are seen as too old or too young, everyone suffers. Once your employeesand managers begin to understand the value of age diversity at work however, they will look beyond narrow-minded assumptions and misconceptions.  Result; the organisation reaps the business rewards of a richer, more creative and responsive workforce.  70% of employers are actively recruiting people between 55 and the pension age.  An age-balanced workforce will give your organisation a combination of freshthinking, new ideas, stability and experience. Our e-learning package and DVD have been formulated in conjunction with the Employers Forum on Age.  Your managers and staff will learn to:

• appreciate what people of different ages can offer
• create an environment that respects and values people of all ages
• recognise what constitutes ageist harassment
• comply with the Employment Equality (Age) Regulations.

The price shown is for the VHS/DVD.  A DVD/CDROM combination is available at £1495 plus VAT.  E:learning options are available from as little as £1.50 per course per person.  Please contact us for details.

As Old As You Feel

This light hearted 10 minute animation DVD looks at age discrimination in the workplace and how managers can help get it right.

Subject Areas include age awareness, diversity and equal opportunities and management skills - interviewing and performance review.

The key learning points are:

• how age discrimination affects people of all ages
• the Employment Equality (Age) Regulations
• the benefits of a positive approach
• the implications for the manager's job.

User feedback - "all rounder, informative and funny information given in an easy to understand format and context.  Highly recommended."

Assert Yourself

In a typical working day a person is likely to have hundreds of interactions with other people. To ensure that each of these exchanges are positive and productive, everyone needs the confidence and skills to communicate clearly and effectively. Assert Yourself is an engaging, interactive learning experience that helps people develop the skills needed to have a positive influence on their colleagues and customers.

When people find themselves in 'awkward' or pressurised situations, it is natural to react aggressively or to back down and say nothing. Either way, this is likely to result in a bad outcome. Assert Yourself teaches people how to express themselves in a direct and coherent manner that is also respectful of others.

Key learning outcomes

• Greater assertiveness
• Increased self-esteem
• Better teamwork
• Reduced conflict
• Productive communication and relationships
• Greater respect for others
• Enhanced ability to give and receive feedback.

The price shown is for the CDROM. Assert Yourself is also available as an e:learning product.

Assert Yourself!

How to communicate better by being assertive - not aggressive or submissive.

Assertive Skills Pack

Making sure your behaviour and communication is assertive is invaluable in the workplace. But there is a fine line between non-assertive behaviour, assertive behaviour and aggression.

Learning how to understand the impact of your behaviours on others and yourself will make it far easier for you to do your job, to get others to perform for you and to enhance your relationships both within and outside the organisation.

Use The Assertiveness Skills Packto demonstrate the benefits of assertive communications in a wide range of workplace situations. It will help your people to recognise and respond appropriately to the three broad styles of behaviour within assertiveness: non-assertive, aggressive and assertive. Not only will this increase their self-awareness of their own behaviours, but it will also give them the skills to deal confidently and professionally with colleagues and customers.

Assertiveness Skills Indicator

Assess your assertiveness skills - learn from 360 degree feedback.

Assessing and Developing Performance

This film describes the best ways to measure, assess and develop the performance of employees at all levels.

Key learning points include: a way of looking at performance which focuses on skills, tasks and outputs; identifying and involving key people in assessing performance; helping high performers do even better; new strategies for rewarding employees and using mentors.

A Takeaway Training Series product.

Audits for Organisational Effectiveness

Eight audits for the non-financial areas of organisational performance.

Best Practice Creativity

Strategic - Creativity as part of management culture with practical suggestions.

Body Language Skills at Work

Use body language to create communications that work.  The training is in two parts: Part 1 covers your own body language and Part 2 covers how to read and react to the body language of those around you.

The video/DVD uses realistic drama scenes, where we follow two main characters: Michael, the Managing Director of a furniture manufacturing company, and Carole, a training manager for an NHS Trust.

Key Learning Points:

• Cluster signals
• Denial signals
• Congruence
• Masking
• Mirroring
• Matching Pacing and leading.

Brainsmart Leader

A must for leaders to boost innovation and stimulate creative thinking.

Bullying in the Workplace

An organisational toolkit to deal with bullying behaviour.

Business Applications of NLP

30 activities for training in the business applications of Neuro Linguistic Programming.

Business Approach to Training

Bridge the gap between training practice and business realities.

C.R.M Pocketbook

A pocketful of tips for those involved in setting corporate strategy and acquiring, developing, valuing and managing customers more effectively.

Career Planning

In today's changing organizations, being able to plan your own career is increasingly difficult.  Learn practical steps for planning and implementing your own career strategies.

A Takeaway Training Series Product.

Career Transition Pocketbook

Tips, tools and techniques to manage changes to your career path.

Challengers Pocketbook

A pocketful of tips on how to handle 'difficult' participants at meetings and training seminars. 

Challenging Absenteeism

Most managers feel powerless when it comes to dealing with absenteeism. This video is designed to help managers gain confidence in dealing with absence. It consists of SEVEN different kinds of absence problem:

1. The doctor's certificate
2. The menstrual cycle
3. It is none of your business
4. It is your fault I'm stressed
5. It is stress! (the external cause)
6. Take it as holiday
7. The union rep.

Challenging Absenteeism has been designed to help managers gain confidence in dealing with absenteeism, especially where the employee is not very communicative or the manager feels the situation is particularly sensitive or difficult.

Challenging Behaviour: Dealing with Bullying and Harassment in the workplace

Does your organisation encourage a zero tolerance approach to bullying and harassment?  Or could prejudice and misunderstanding be resulting in harmful behaviours which people are too scared to report?  This powerful learning resource will help you avoid the psychological damage such behaviours cause to individuals, the harmful impact on morale and performance, and the legal costs of Employment Tribunals. 1 in 4 people say they have been bullied at work in the last 5 years. 

Developed with the leading subject matter experts, the Andrea Adams Trust and Simmons and Simmons, our training solutions explain the how and why of unacceptable behaviour and give people the tools to challenge and eliminate it.  Armed with expert guidance and best practice examples, everyone will be able to act appropriately to ensure yours is a courteous and supportive workplace.

Your managers and staff will learn to:

• understand their legal and moral responsibilities
• recognise bullying and how to put a stop to it
• see the damage caused by harassment.

The price shown is for VHS/DVD.  A DVD/CDROM combination is available at £1495 plus VAT.  E.learning versions are also available from as little as £1.50 per course per person.  Contact us for details.

Coach the Coach

The demands placed on all coaches, whether professional, full-time coaches, or those who are using coaching as a key tool in their management and leadership style, has never been higher. Coach the Coach provides you with all the practical support you need to develop new skills, ideas and practices – and keep pace with other top level coaching professionals.  Use Coach the Coach to:

• Sharpen and innovate your coaching expertise by accessing absolutely up-to-the-minute developments in coaching
• Tap into a rich resource of professional, expert support to develop your professional coaching skills
• Deepen your knowledge of what works in coaching – and what doesn’t
• Fine-tune your communication skills and ensure your coaching delivers better learning.

This is a uniquely flexible and totally user-friendly coaching resource. Each module hones in on a particular topic, with all the vital information and key skills you need broken down into bite-sized chunks. It has never been easier to learn – wherever you are. Quite simply Coach the Coach is designed to allow you to continue your professional development whenever, and however, you want.

Coach the Coach will enable you to:

• Keep up to date with current developments in coaching
• Develop professional coaching skills honed from the experts
• Communicate more effectively
• Facilitate better learning
• Deepen your understanding of what works in coaching.

Coaching

Everyone wants to do it, yet few people are certain about just what 'coaching' actually means. This film will give clear answers and help you assess when and how to use coaching to improve performance, confidence and motivation.

A Takeaway Training Series Product.

Coaching and Mentoring

An interactive guide to coaching and mentoring.

Coaching on the Job

As jobs change to meet new market requirements, people need to learn new skills. Having expertise doesn't necessarily mean knowing how to pass that expertise onto someone else. This 16 minute DVD teaches a five step method for coaching on the job that dramatically increases the success of any coaching session. The five steps illustrated in the DVD are: determine the need, explain, demonstrate, practice, feedback.

Coaching Pocketbook

Tips and techniques on how to coach others to achieve outstanding performance.

Coaching Skills

Train your managers to use skilful coaching in day-to-day work situations to develop people to their maximum potential.

Now you can provide the support your managers need to perform their role as coaches enthusiastically and effectively. This video is set in an organisation where managers are learning how to develop their people through coaching.We see how they get on and what they learn from their attempts. The video’s positive message helps your managers to understand the responsibility they have for identifying new learning experiences for their people. It shows them the mutual benefits to be gained from creating a positive, hands-on learning environment. Using the innovative material in the trainer’s guide and second ‘trigger’ tape, you can then facilitate practice and feedback sessions.

Communicator's Pocketbook

Tips and techniques to make you more aware of your communication style and how to improve it.

Compendium of Questionnaires and Inventories

The 99 instruments in this two volume collection deal with understanding, attitudes and behaviour across a wide range of skills and functions, from counselling to customer care, from leadership to recruitment. There are checklists, profiles, questionnaires and self-assessments, some for individuals, some for groups, all indexed by topic for ease of reference.

The material can be used to raise self-awareness and/or stimulate reflection and discussion, either on a stand-alone basis or as part of a training event or programme. In many cases the author has provided additional help in the form of guidance on key learning points, making the material especially valuable to trainers. Also, some of the instruments incorporate action plans to encourage the application of what has been learned.

All in all, the Compendium represents a rich resource for trainers, team leaders and consultants.

Contents
Volume 1 Contents: Matrix Index; Action planning; Assertiveness; Change management - individuals; Change management - organizations; Coaching skills; Communication style; Conflict management; Counselling style; Creativity; Customer focus - individuals; Customer focus - organizations; Customer satisfaction; Delegation; Employee attitudes; Empowerment; Evaluation of training; Facilitation; Feedback skills; Influencing skills; Interview skills; Learning organization; Learning style; Listening skills; Management competencies; Management style; Meeting skills; Mentoring; Motivation; Negotiation skills; Organizational culture; Performance appraisal skills; Performance appraisal style; Presentation style; Project management; Questioning; Recruitment and selection; Report writing; Selling skills; Setting objectives; Stress management; Team behaviour; Team effectiveness; Team review; Team roles; Team self-appraisal; Telephone skills; Time management; Trainer feedback; Written communication.

Volume 2 Contents: Matrix index; Assertiveness; Body language; Career management - Career assessment; Career management - Work preferences; Career management - Work values; Change management; Coaching skills; Coaching style; Communication skills; Consultancy skills; Continuous improvement; Customer service; Delegation; Difficult situations; Diversity; E-business; Emotional intelligence; Innovation; Internal customer service; Inter-team working; Knowledge management; Leadership behaviours; Leadership style; Left and Right brain thinking; Management skills; Motivation; NLP – sensory specific preferences; Organizational culture audit; Organizational culture checklist; Organizational culture diagnosis; Organizational skills; Partnering; Performance management; Personal development plan; Personal impact and influencing skills; Problem solving and decision making; Project management; Recognition and reward; Self-esteem; Stress management; Team development; Team leadership; Team process; Time management; Training needs analysis; Transactional analysis; Transferable skills; Vision; Values; Work-life balance.

Each volume can be purchased separately at £130.00 each.

Complete Feedback Skills Training Book

A guide to understanding and practising feedback skills.

Conflict within Teams

Just calling a group of people a team is not enough. They need critical team skills including how to identify and resolve conflict between team members. Learn how to deal with personality clashes and even how to mediate if the conflict is between two other people.

A Takeaway Training Series Product.

Controlling Meetings

Ever thought how much time and energy is wasted because meetings do not efficiently achieve their goals? At last, a no-nonsense approach to managing meetings which looks at how to control the agenda, time, participation, difficult people, decision making, and also how to push for specific outcomes.

A Takeaway Training Series Product.

Coping with Change

What are the common psychological reactions to change and how can we deal with them? This film will really help people affected by change to move beyond feeling angry, upset or fearful. Some of the latest research into the characteristics of people who successfully cope with change points the way.

A Takeaway Training Series Product.

Counselling Poor Performers

How do you deal with an employee who is just not performing up to the standard required? How do you tell them and get an improvement while maintaining or even improving your working relationship? Sounds impossible? This film describes a 6 step approach that has been successfully used by thousands of team leaders and managers.

A Takeaway Training Series Product.

Credit Management Handbook

This fifth edition book is a comprehensive guide to every aspect of managing credit.

Cross Cultural Communication

How to develop best practice in a multicultural workforce.

Cross Cultural Communication

This training manual is designed specifically for all professionals who work with people from different cultures, both in their home culture and abroad. It provides more than 100 hours of practical interactive training, plus expert guidance on constructing intercultural training programmes and all the necessary material, including handouts and briefing sheets for workshop participants. Its exercises and discussion papers cover all the key issues, from nonverbal behaviour to overcoming prejudice.

The manual is divided into three parts:

• Part I provides background information for the trainer and guidance on designing successful training programmes.
• Part II forms the main body of the manual and comprises the workshops themselves. The chapters in this section are arranged both thematically and in order of complexity, starting with the most straightforward topics and working through to the most complex ones.
• Part III outlines different methods of evaluating the training.

Cross Cultural Communication Trainers Manual

The global market means that many organizations now have offices, affiliates, suppliers, call centres, clients and customers in a wide range of countries and cultures. Employees at a variety of levels are expected to have as good skills in cross-cultural working as in any other key competency.

The Cross-Cultural Communication Trainer's Manual provides a complete toolkit for the trainer/facilitator needing to design and deliver cross- or inter-cultural training, for both mono- and multicultural audiences.

Volume One: Designing Cross-Cultural Training
The first volume in this two-volume set opens with an outline of useful information on cross-cultural training content, design and delivery. This is followed by a series of readings that flesh out many of the concepts important for trainers and learners alike and provide important facts, theory and practical background on an area in question. They can be used as a basis for facilitator presentations or given to learners as reading exercises. The manual concludes with (1) a series of action planning activities to help consolidate what learners have experienced and (2) evaluation forms for assessing and evaluating the effectiveness of any cross-cultural training events.

The Appendix offers outline designs for seven half-day, one-day and two-day workshops using activities from Volume Two: Activities for Cross-Cultural Training along with a detailed bibliography.

Volume Two: Activities for Cross-Cultural Training
With 80 activities (covering skills such as understanding culture and differences, stereotypes, cultural self-awareness, cultural influences, barriers to communication) this varied and imaginative collection is a must-have resource for anyone involved in cross- or inter-cultural training.

Buy both volumes for £300.00 or volume one for £150.00 and volume two for £250.00.

Cross-Cultural Business Pocketbook

Tips and tools for anyone working or doing business abroad.

Crreating a Stress Free Office

A workbook approach to help recognise and reduce workplace stress.

Customer Care Telephone Skills Double Pack

Customer Care on the Telephone:  An accessible and highly practical film that offers general training, tips and guidelines for handling customers on the telephone. Two dramatized case studies are used to show the effects of good and bad telephone technique. Everyone in your organization will empathize with the scenarios. They’ll learn the basic techniques for handling calls properly and also develop a customer service mindset whenever they answer the phone.

Learning points - How to:
• answer telephone calls effectively
• transfer or hold calls
• request and record information
• take care of the customer throughout the call
• take responsibility for customer problems
• handle and resolve complaints.

Handling Customer Complaints on the Telephone: This film offers powerful techniques for use by staff when things go wrong. Two dramatized case studies provide a vivid reminder of what it is like to be on the wrong end of a poorly-handled complaint and illustrate how to win over even the most infuriated customer.

Learning points include:
• active listening
• empathy with the customer
• getting the facts
• confirming the facts
• explaining what’s going on
• giving alternative solutions
• agreeing a plan of action
• ensuring action is implemented
• following up.

Duration:
Customer Care on the Telephone 20 minutes; Handling Customer Complaints on the Telephone 23 minutes

Customer Service Games for Trainers

Customer service skills - games and activities for practising good customer service.

Customer Service Pocketbook

Tools for improving customer service for everyone in your organisation.

Customer Service Triggers

Designed to stimulate discussion on customer service.

Dealing with Difficult and Aggressive Behaviour

Give people the skills they need to handle anything their job throws at them – confidently, professionally and calmly. When you’re asking people to deal face to face with the public, there can be risks to them and to your organisation.

The 19 practical training activities in this resource are designed to help protect your people from aggressive or unwelcome behaviour in their working environment. Each activity is targeted on getting the best possible outcomes from even the worst case scenarios. All the activities focus on developing individual and organisational effectiveness in dealing with difficult and aggressive behaviour – whatever the source.

Dealing with Difficult People

How do you handle someone who interrupts you all the time? Or is angry and abusive? Or a supervisor who gives no support? Or the quiet sulking type? Discover psychologically sound ways to deal with these and other types of difficult behaviour in the workplace.

A Takeaway Training Series Product.

Designing and Delivering a Training Session

This programme is designed for managers and supervisors who have to deliver short technical or informational training sessions to their team. Discover how to use adult learning principles to design a session which is effective and enjoyable.

A Takeaway Training Series Product.

Designing Training Programmes

10 steps to designing and developing training programmes.

Developing a Training Plan

Whether you run a small company, or a team in a large organisation, this programme will show you where to start in developing a training plan. Learn how to analyse training needs, plan appropriate training sessions and evaluate outcomes.

A Takeaway Training Series Product.

Developing Agile Organisations

Theory and interventions to help develop agile organisations.

Developing Managerial Competence

Understanding modern management practice.

Developing People Pocketbook

Ideas, tips and techniques to help managers identify staff development needs and bring about successful learning.

Developing Your Peoople

Easy to use activities to improve management skills.

Development Games Manual (The)

Card games and activities to help improve communication skills.

Disability Confident: Working with disabled customers and colleagues

Do your staff unwittingly drive away disabled customers? Do your managers assume job candidates with disabilities cannot do a job well?  If you haven't put disability training in place you could be breaking the law and losing competitive edge. Our range of Disability Confident learning materials, formulated in conjunction with the Employers’ Forum on Disability, will give your managers and staff the knowledge and skills they need to harness the talents of disabled colleagues and the spending power of disabled customers.

Move beyond disability awareness and become more confident.  Disability is not just about wheelchairs and ramps, neither is it about putting up with second best. This powerful resource dispels the myths and details the practical steps you and your people need to take in order to give excellent service to disabled customers and avoid costly and damaging discrimination against colleagues who are disabled.

Your managers and staff will learn to:

• recognise the strengths and abilities of disabled colleagues
• work and communicate with disabled people
• make legally required reasonable adjustments for staff and customers
• behave appropriately to avoid unlawful bullying or harassment.

The price shown is for the VHS/DVD.  A DVD/CDROM combination is available at £1495 plus VAT.  E-learning formats are also available from as little as £1.50 per course per person.  Contact us for details.

Discipline and Grievance: 30 Case Studies & Activities

Tackle difficult situations before they escalate!  Managers and team leaders are responsible for the performance and behaviour of themselves and their teams. Sometimes this can be less than ideal – it could be due to other work factors, it could be due to lack of skills or knowledge, it could be due to factors outside work.

Whatever the reason, if the person responsible does not act immediately and appropriately the situation will deteriorate. This can lead to loss of productivity and morale throughout the whole team involved, as well as causing all the additional work, worry and hassle of formal procedures, and potentially, employment tribunals.

Discipline and Grievance: 30 case studies and activities covers the full range of issues relating to discipline and grievance, from informal and formal interviews and warnings to record keeping and appeals. It is a practical resource for all trainers and managers to use to develop  those who deal with discipline and grievance at work.

• Case studies provide realistic situations that people can relate to
• Deal with sensitive, persistent and difficult situations
• Give people the skills and confidence to tackle these issues
• Learn the stages and procedures of discipline and grievance
• Understand the actions and responsibilities of individuals and the organisation

Discipline and Grievance: 30 case studies and activities provides effective learning through a wide variety of activities, including quizzes, games, checklists and role-plays.

Discipline Pocketbook

Tips, tools and techniques to help you handle discipline and grievance issues with confidence and keep staff motivated.

Don't Ask Me I Only Work Here!

Developing the skills needed to establish and maintain information flow in an organization between different levels of management is what this exercise is all about.

'Don't Ask Me, I Only Work Here!' has been designed to aid learning in the key management areas of planning, organizing, leading and communicating.

Assuming roles as top management, middle management and the workforce, the participants run the exercise themselves. There are also messengers and observers. 'Real-life' barriers to communication are simulated by insisting that all communications between the three levels of employees are written; no face-to-face contact is allowed.

The task they have to perform is the production of a simple ornament but there is a creative-thinking problem which needs to be resolved before production can proceed.

The inclusion of observers ensures that in the debriefing, people must face up to their behaviour as witnessed by impartial parties as well as by members of the role play, whose views will be coloured by their own experiences in the exercise.

Training Uses
Leadership, motivation, organisational communication, planning and controlling

Timing
3 hours upwards

Numbers
6-16 people

Dynamic Induction

Games, activities and ideas to revitalise your employee induction process.

E.asywriter: Using Email Effectively

Do your emails really deliver?  Ever sent an email and wish you hadn't?

When Mel's poor use of email gets her into trouble, the email controllers step in to sort her out .....

Key learning points:

• write emails with impact
• manage your inbox
• observe security and legal practices
• save time reduce stress.

Extra CDROMs are available.

Empowering People

Empowerment can take many different forms. It can be done via training and development to broaden a person's range of skills. It may involve giving people more authority and responsibility in their jobs. And it certainly implies genuinely involving people in making decisions about how things are done.

This 14 minute DVD introduces the concept of empowerment and outlines the four steps to successful empowerment: empower yourself, demonstrate empowerment, give management guarantees, take risks. The programme uses four dramatised illustrations to demonstrate the ideas in action.

Empowering the Self-Directed Team

A practical guide to empwered team working.

Empowerment Double Pack

Managing Empowerment: Over-management prevents people from making an effective contribution to the organization that they work for. This film demonstrates how, once you remove the barriers to empowerment, encourage people to relish extra responsibility and persuade managers to stick to doing their own jobs, you’ll notice a real difference in the way people work, their motivation and productivity.

Learning points:
• the benefits of empowerment
• the manager’s role in the empowered organization
• the employee’s role
• creating a climate for empowerment
• managing people for empowerment.

The Empowered Manager: AT & T store manager, Nicky Gloviak learns from her area manager that changes are coming to her organization. Faced with new responsibilities for stock control, hiring and ensuring profitability, along with the threat of closure, Nicky is angry and scared. She feels she's being set up to fail. Her first tentative steps to involve her own team in the new way of working just seem to confirm her fears.  Then, with the advice and support of Cory Brewer, the new zone manager, Nicky and her team start taking small steps towards empowerment.

The Empowered Manager is a powerful programme that will help managers, and their staff, recognize and leave behind their fears about the process of empowerment, in favour of a new approach to work involving personal dependency and responsibility.

Duration:
Managing Empowerment 25 minutes; The Empowered Manager 30 minutes

Essential Presentation Skills

A practical guide to every aspect of presentations.

Evaluating Training

Activities for measuring the results and impact of training.

Excellent Trainer (The): Putting NLP to Work

How Neuro Linguistic Programming techniques can be directly applied to training.

Exercises for Developing First-Line Managers

Designed for use in developing first line leaders and management skills.

Exercises for Management Training

Practical activities for developing management skills, including delegation and interviewing skills.

Facilitating

How to manage change, and how to ensure continuous improvement: these are perhaps the two most important challenges confronting businesses today. And increasingly facilitating is being seen as the best way to deal with both.

Facilitators - and managers operating in a facilitative style - work on helping individuals, groups and organizations to enhance their performance. This book shows how that can be done. The first part deals with the nature of facilitation and why those involved need to understand the basis of human behaviour. The second covers the management of change at different levels. The third provides practical guidelines on the relevant skills. The fourth looks at the kinds of situation where facilitators can be effective and includes case studies from a wide variety of settings. The final part deals with facilitative styles of management.

For any manager or trainer determined to release the unfulfilled potential of their organization and the people in it, this book is the ideal starting point.

Facilitation of Groups (The)

This book reveals the secrets of the art of facilitation and shows how to use it to initiate group empowerment.

Developing facilitation skills means first fully understanding the facilitator role: that of a guide helping a group or individual towards a conclusion, without steering the decision. To become an effective group facilitator you need to understand the principles of self-facilitation and the facilitation of individuals, as well as that of a group.

The authors, all experienced facilitators, begin by fully explaining the skills required and the benefits to be derived. The Toolkit which follows includes practical activities, designs and processes, and includes a model facilitation training programme.

This combination of personal experience and practical advice will have wide appeal for facilitators, trainers and group members.

Facilitation Skills

Facilitation skills involve helping a group or team learn something, to solve a problem, make a decision or just communicate better. More and more people need these important skills - this film is the perfect introduction.

A Takeaway Training Series Product.

Family Life

A simulation that explores project management and team working.

Feedback Games Manual (The - Boxed Set)

Peter Gerrickens’ Feedback Game, launched in March 1999 by Gower, has sold over 10000 copies in the original Dutch language edition. Four years after publishing The Feedback Game, such was its growth in popularity (it is now used by an estimated 50% of trainers and 75% of higher education establishments in the Netherlands), the author developed The Feedback Games Manual.

The Manual is, in part, a collection of 20 ways of playing the original game, many of them developed with the help of the thousands of trainers and educators who were using the game.

It is also a manual that uses a variety of techniques (and supplementary exercises) such as Johari Window, Neuro-Linguistic Programming and Transactional Analysis. These techniques are used to explore the author’s ideas on feedback and help both to develop people’s conscious and latent strengths, and to transform those areas that they may have identified as their weaknesses.

The 20 games in this collection are designed to be used in a wide variety of situations including training courses on team development and interpersonal skills; team meetings; appraisals; coaching and counselling sessions. Many of them include variations to expand even further the applications for this extraordinarily simple and successful game.

The manual can be purchased separately for £110.00 and the boxed game can be purchased separately for £47.50.

Flexible Workplace Pocketbook

Tips, tools and techniques on how to choose, implement, support and evaluate flexible work practices.

Games for Legendary Away Days

A range of 33 games including teambuilding, problem solving and change management.

Gender Matters: Creating an inclusive workplace for both women and men

Gender equality law has been in place for 30 years.  Girls have overtaken boys in the classroom and one in four women is set to be a major breadwinner by 2030. But the boardroom and many occupations are still male dominated, while women earn on average less than men. In other situations men are out-numbered and disadvantaged.  This imbalance will only be redressed when we have made everyone aware of the benefits of a truly gender-equal workforce.  Provide opportunities for all team members to fulfil their potential.  Skill Boosters, together with gender and equality experts Melanie Allison and ACAS, can provide the training to help your organisation benefit from the contribution of everyemployee. Once people’s eyes are opened to the equally valuable qualities men and women bring to the workplace, discrimination and harassment to both can be challenged.

Your managers and staff will learn to:

• understand their legal and professional obligations
• embrace gender balance at work
• develop new insights and work successfully as part of a diverse team.

The price shown is for the VHS/DVD.  A DVD/CDROM combination is available at £1495 plus VAT.  E-learning formats are also available from as little as £1.50 per course per person.  Contact us for details.

Giving Feedback

This film gives a four part model for giving both formal and informal feedback.  For use with managers and team leaders at all levels, trainers,coaches and mentors and team members, the key learning points are:

• setting and sharing an agreed agenda
• exploring and establishing facts
• making and testing hypotheses
• considering options and agreeing next steps.

This product is also available to hire.

Giving Personal Feedback

How do you tell someone they are disrupting the team; that the way in which they handle customers is careless? Discover how to give personal feedback so that it gets the results you want.

A Takeaway Training Series Product.

Going for a Job Interview

Feeling nervous about going for a job interview? Not sure how to make a strong impression? Want to know how to answer questions so that you stand out from the crowd? These questions and more are covered in this programme.

A Takeaway Training Series Product.

Gone Today, Here Tomorrow

This programme brings the problem of casual absenteeism out into the open. Simply addressing the issues can make a big difference and this film provides your managers and team leaders with the techniques for tackling casual absenteeism with sensitivity but resolve.

The film illustrates two dramatized examples of casual absenteeism - on the manufacturing shopfloor and in a department store - showing the effect they have on other staff and on productivity. It also explains how to recognise and record the problem, as well as handle absentees.

Learning points:
• recognise and measure casual absenteeism
• identify the causes of absenteeism
• deal with employees who are frequently absent
• set up procedures for handling casual absenteeism
• recognise when specialist help is needed.

Great Negotiators

How the most successful business negotiators think and behave.

Handling Complaints

One of the greatest challenges facing service staff is handling difficult, often angry, complaining customers. This film gives a proven formula to diffuse anger, resolve problems and turn the situation around. Practical examples covered include external and internal service relationships.

A Takeaway Training Series Product.

Handling Complaints Pocketbook

Tips, tools and techniques to develop a complaints strategy and turn complainers into loyal customers.

Health and Safety Double Pack

No Going Back: Management and staff at Brookdale Electronics are working flat out to fulfill a large order for a new Japanese client. Everyone’s under pressure; corners are cut and established safety procedures ignored. The result: a serious accident that leaves a young office worker crippled for life.

The Factory Inspector’s investigation reveals that no one person was entirely responsible. The errors were cumulative and collective. Everyone, including the victim herself, played their part in the tragedy. And everyone could have prevented the accident.

Learning points:
• the legal, moral and personal responsibility for accidents that resides with staff members, managers and directors
• accidents can happen - even in the most safety conscious company
• what happens when safety procedures are ignored
• legislation alone won’t prevent bad habits - a safety-first attitude is needed.

Safety and the Supervisor: A memorable and shocking depiction of the consequences of failing to put health and safety first on the factory floor. This classic film demonstrates the legal and moral responsibilities of all supervisors and managers.

Duration:
No Going Back 25 minutes; Safety and the Supervisor 20 minutes

I.T. Trainer's Pocketbook

A pocketful of tips, tools and techniques that will encourage more creative, learner-centred training in information technology.

Icebreakers 1

Popular icebreakers for enhancement of training sessions.

Icebreakers 2: Beginnings and Endings

Icebreakers for beginnings and endings to enhance training sessions.

Icebreakers 3

Aid for trainers of 125 icebreakers, links and energisers.

Icebreakers Pocketbook

A pocketful of icebreakers and scene setters to add impact and interest to your training workshops.

Implementing Change

Activities for change management courses.

Insights

Insights are a unique type of training resource. Each 'incident' presents, in dramatized form, an episode that reflects an issue or problem of importance to managers. The material can be used in many different training contexts to stimulate analysis, discussion and recommendations for action.

There are photocopiable task sheets for participants, while support material for the trainer includes a statement of learning objectives, supplementary questions and details of relevant books, videos and other training resources.

The present volume contains thirty-one incidents, covering the key skills of management and set against a wide variety of organizational backgrounds. They are indexed by skills area.

It's About Time

Is it time your working day became more effective? Are you putting in long hours but still not getting through your 'to do' list?

It's About Time can help. It provides you with the tools and knowledge to ensure all your efforts are turned into results. Investing a few hours in completing this engaging and informative multi-media resource, will be time well spent for anyone facing conflicting demands on their schedule.

Produced in association with GB Management Consultants, It's About Time gets right to the nub of the main problem areas to: overcome common time wasters; use your time with others well; manage interruptions effectively; use email and other technologies efficiently; and prioritise and plan for success.

Key learning outcomes

• Banish distractions
• Understand your time pressures
• Achieve a work/life balance
• Overcome time wasters
• Distinguish between urgent and important
• Plan and prioritise effectively
• Concentrate on high value tasks
• Focus on outcome not effort.

The price shown is for the CDROM.  It's About Time is also available as an e:learning product.

It's Personal

This motivational video is suitable for anyone who has direct contact with customers.  Rick Stein and his team demonstrate the skills and attitudes that underpin their reputation for great customer service.  The video also looks at the key issues for team leaders and gives advice on 'difficult' customers.

This product is also available to hire.

Large Group Facilitator's Manual

Most organizations are adept at using small groups – witness the widespread use of teams. Yet, how do you work with 20 to 500 people at a time? How would you involve all stakeholders in a critical issue or the organization's future? How can you generate contributions, consensus and commitment from the bottom up?

People want to contribute but often are frustrated through a lack of opportunity or means. Large Group Processes allow people to participate over things that matter to them. Participation leads to commitment and commitment to ownership. Working with large groups is relatively new, but these processes are proving very effective with positive outcomes.

The Large Group Facilitator's Manual offers you a blueprint for planning, preparing, running and reporting successful large group events. The authors walk you through six different processes from concept to step-by-step facilitation with sample invitations, checklists and even scripts. It is the first facilitator's guide to cover so many processes with such detailed instructions.

Live and Learn

Effective learning has a big impact on individual and team performance.  Produced in partnership with learning champion Peter Honey, Live & Learn helps improve learning skills.

Key learning points

• analyse and improve the ways you learn
• transfer learning to other situations
• exploit learning opportunities
• differentiate between planned and intuitive learning.

Contents consist of a 12 minute video, an 85 page workbook (photocopyable) and a live and learn questionnaire.

Suitable for all team members, managers and trainers.

Managing - Only Just

Managing Performance Under Pressure.

Managers can find themselves squeezed between demands from ‘on high’ and resentments and lack of resources below. Managing – only just! focuses on key behaviours that help to manage effectively under pressure.  Be more aware of the emotional impact of your behaviour in stressful situations.

This realistic drama and self assessment questionnaire is suitable for both group and self study. 

This product is also available for hire.

Performance Appraisal - Getting it Right!

If there's one date in the workplace calendar that can prove unpopular with managers and staff alike - it's performance appraisal time!

Devised by Professor Clive Fletcher, 'Performance Appraisal - Getting it Right!' aims to change all that by providing both parties with a fresh insight on how to transform performance reviews into positive and productive experiences which boost performance and develop potential.

This video and elearning resource helps to ensure avoid bias in assessments by outlining how to be sensitive to employees' gender, cultural and personality differences. It also helps staff recognise performance appraisal as a continuous two-way process - not just an annual meeting.

Key learning outcomes

Appraiser unit:

• Drive Performance
• Motivate Staff
• Unlock people's potential
• Use constructive feedback.

Appraisee unit (available on the e-learning version):

• Become empowered
• Enhance performance
• Develop career success

The price shown is for the VHS/DVD.  CDROM and e-learning formats are available.  Contact us for details.

Persuasive Presentations

Many people feel nervous about making presentations. Others may be too over-confident - believing they are good presenters when, in reality, they may be dull and uninspiring.

Whatever your experience, Persuasive Presentations can help you present to people with confidence and clarity. It shows you the value of prioritisng and reinforcing your key points so as to engage your audience.

Key learning outcomes

• Recognise the value of preparation
• Know how much time to spend planning
• Giving an engaging performance
• Retain and regain attention
• Channel nervous energy
• Understand how to grab attention
• Using visual aids
• Handling question and answer sessions.

The price shown is for the CDROM. Persuasive Presentations is also available as an e:learning resource.

Race: Creating an inclusive workplace

Discrimination on racial grounds isn’t just wrong, it’s unlawful.  This comprehensive range of training resources provides expert guidance from diversity and inclusion consultants Cymbiosis to guide your managers and staff through improved understanding of racial issues to good practice.  Working with these resources will show them the positive impacts of a respectful, inclusive workplace and help them deal with challenging situations. 

The need to promote diversity and equality:  The UK workforce today is multi-ethnic and multicultural, but misunderstandings and prejudice still abound. From subtle racial discrimination to overt bullying, conflict happens every day. Only when training has brought these problematic racial issues out into the open in a fully supportive environment can organisations start to manage them.

Your managers and staff will learn:

• how racial issues impact at work
• to challenge unacceptable attitudes and behaviours
• to recruit and retain the best talent, regardless of race or culture
• how equal opportunities increase morale and performance.

Price quoted is for VHS/DVD.  A DVD/CDROM combination is available at £1495 plus VAT.  E.learning versions are also available from as little as £1.50 per course per person.  Contact us for details.

Recipe for Health and Safety

An engaging introduction for all staff to practical health and safety in the workplace.

Staff at the Seafood Restaurant and hotel demonstrate how health and safety affects everyone in an organisation – from chefs to waiters, from office staff to cleaners. Introduced by Rick Stein.

Key learning points:

• take responsibility
• be aware, assess risks
• communicate concerns
• look after yourself, your colleagues, your customers
• know the procedures.

Suitable for all staff, health and safety representatives and personnel and health and safety managers.

This product is also available to hire.

Recipe for Success: Managing & Motivating People

This introduction to management and motivation is an inspirational case study for new managers and a shot in the arm for those already doing it.

Managers with a technical or professional background can find themselves running a team with little formal training. It happened to TV chef and successful businessman Rick Stein. Rick shares with us what he’s learnt about managing people.

This stimulating case study is suitable for new managers and team leaders as well as being a good refresher for existing managers.

This product is also available to hire.

Religion and Belief: Respecting and accommodating faith and belief in the workplace

How essential are prayer breaks at work?  What do you do when an employee complains about remarks offensive to his faith?  Can someone refuse to work with a colleague because of religious convictions?  Skill Boosters’ harmonised training solutions, developed in partnership with FaithWise, offer your employees essential insights into other religions and beliefs and help them deal with worrying situations.

Enable people of different beliefs to work together in harmony:  The UK has a greater religious diversity than any other country in the EU, but far from being a problem this brings valuable richness and variety to our organisations. Help your people to understand this through training and you will learn to avoid unnecessary conflict and become an organisation where everyone feels valued and respected.

Your managers and staff will learn to:

• respect different religious beliefs in the workplace
• understand their obligations under equality regulations
• recognise unhelpful attitudes and assumptions
• challenge unlawful or damaging behaviours.

The price shown is for the VHS/DVD.  A DVD/CDROM combination is available at £1495 plus VAT.  E:learning options are also available from as little as £1.50 per course per person.  Please contact us for details.

Respect: Developing Leadership Skills

If there's one quality above all others successful organisations depend upon - it's effective leadership. Any team leader or manager needs to be a decision-maker, communicator, mentor, motivator and coach.

Respect! Developing Leadership Skills is produced in patrnership with BBC Worldwide Learning to equip new and established managers alike with the skills they need to lead and inspire their team.

This comprehensive resource features drama scenarios, tackling the major issues leaders often face and helping to develop key techniques and strategies to enhance their management skills.

Key learning outcomes

• Build successful teams
• Encourage improvement
• Develop employee potential
• Command respect.

The price shown is for the VHS/DVD.  CDROM and e:learning options are available.  Please contact us for details.

Respect: Relating to Your Customers

Your customers are your business. Without them, you wouldn't be here. Relating to your customers empowers your team with the knowledge and skills they need to deliver excellent customer service - both internally and externally.

Produced in partnership with BBC Worldwide Learning, Relating to your customers makes extensive use of engaging video drama scenarios to help staff of any level improve the quality of their customer communication - over the phone and face to face.

With this comprehensive resource your team can see the first-hand skills, techniques and attitudes that form the basis of delivering excellence in customer service.

Key learning outcomes

• Know what 'customer focus' really means
• Develop the right attitude
• Build customer rapport
• Improve communication skills
• Understand how to resolve problems
• Deliver excellent service

Respect: Valuing Diversity in Teams

This learning resource takes familiar aspects of effective teamwork - such as the stages of team development and personal learning styles - and brings them right up to date in the context of the diverse workforce.

Produced with BBC Worldwide Learning, this interactive resource highlights aspects that are often overlooked when considering diversity. As well as respecting others, whatever their ethnicity, religion, sex, sexual orientation, physical and mental abilities, it is equally important to afford the same respect to people's different personal styles, experiences, talents and skills.

Respect! Valuing Diversity in Teams helps learners to develop self-awareness and respect for others. Most importantly it enables them to develop strategies which harness diversity in order to create high performing teams.

Key learning outcomes

• Understanding what makes a team different from a group
• Individuals are able to identify their own 'personal' style
• Assess how different personal styles complement each other
• Increased tolerance and acceptance of difference
• Recognition of the strengths of teams comprising individuals with diverse skills, backgrounds, experiences and outlooks
• Accelerating the development of a high performing team

Sexual Orientation: Respecting lesbian, gay and bisexual people in the workplace

More than one in 20 people in the UK workforce are lesbian, gay or bisexual.  LGB people work in every occupation from apprentices to chief executives and are protected from discrimination and harassment by law.  So why do colleagues still make discriminatory decisions and bully those they regard as different?  Developed in partnership with Stonewall, Skill Boosters’ integrated sexual orientation learning solutions will help your organisation face up to the challenge of treating everyone – co-workers and customers – with respect and dignity.  More than one in twenty people are lesbian, gay or bisexual.  When lesbian, gay and bisexual staff and managers are valued for who they are and what they contribute, the organisation begins to realise the benefits of a truly equal and inclusive workplace.

Your managers and staff will learn to:

• understand their legal and moral responsibilities
• know why certain behaviours are inappropriate
• avoid discrimination, harassment and victimisation
• work together successfully as a diverse team.

The price shown is for the VHS/DVD.  A DVD/CDROM combination is available at £1495 plus VAT.  E:learning options are also available from as little as £1.50 per course per person.  Please contact us for details.

Stress Management at Work

Learning to manage stress has benefits for everyone - and that's where the activities in this pack come in. They enable participants to understand the true nature of stress and how to harness it for improved performance. This means that individuals will achieve a better quality of life, with organisations improving their productivity and profitability.

This activity pack:

• Makes it clear that stress is a response to pressure
• Demonstrates that reactions can be chosen and changed
• Shows you how to recognise stress in yourself and others
• Identifies strategies for managing stress
• Explores skills and techniques for managing stress.

TEAMTALK

TeamTalk is a powerful board game with versions for new and existing teams.  By using Team Talk your teams will learn to:

• Involve and support each other more
• Take on responsibility
• Make decisions together
• Develop team pride
• Embrace value and diversity
• Approach the future and change with optimism.

TeamTalk is flexible yet simple to use and can be played with teams of up to 10 people.  Effective, meaningful dialogue is the cornerstone of high-performing teams.  Give your team the opportunity to take a step back and review the way they work together and set them on the path for future development!

The Development Game

The Development Game is a card sort game, similar in style to the earlier (successful) Feedback Game. The 60 four-colour cards in the game cover a full range of people skills in the areas or communication, teambuilding, self-management, managing others, coaching, customer service, feedback, assertiveness, conflict, negotiation, time management, stress management, problem solving, decision-making, presentation, managing information, change management.

The three games included with the cards are basic cards sort to help individuals or teams to become self-aware, share perception on skills and understand the role of different skills at work.

The manual explores ways of playing and applying the Development Game and includes 30 original games that all use the 60 cards.

The kit is made up of one copy of The Development Games Manual and two copies of The Development Game.

The Manual can be purchased separately for £102.50 and the cards can be purchased separately for £47.50.

The Diversity Challenge: Maximising the potential of a diverse workforce

Today’s workforce is a mosaic of ethnic groups, religions, genders, physical abilities, sexual orientations, ages and lifestyles.  Respect for this diversity brings business benefits and personal advantages to every one of your employees, not just those perceived to be minority group members.  Produced in association with Pearn Kandola, our customised courses and interactive programmes will provide everyone in your organisation with the insight and understanding they need to work as part of a diverse team. 

Training that encourages creative thinking and helps businesses to progress: Implementing these expert learning resources will help managers and staff alike understand the importance of open-minded attitudes and respectful behaviours.  As opportunities throughout the organisation improve you will see a boost in morale and a rise in performance levels.

Your managers and staff will learn to:

• remove unhelpful ‘filters’ when recruiting, selecting and promoting
• accommodate each other’s needs
• value colleagues for their individual talents and experience
• recognise how a diverse workforce is attuned to customer needs.

Price shown is for VHS/DVD.  A DVD/CDROM combination is available at £1495 plus VAT.  E.learning versions are also available from as little as £1.50 per course per person.

The Goal

A performance management and business improvement novel.

The Write Way

Anyone who writes a document, from a short email to a comprehensive proposal, wants it to be taken seriously. Unfortunately many documents contain mistakes that distract the reader and project a poor impression of the writer and their organisation.

The Write Way uses interactive activities which show how to avoid making common errors. Users learn how to write all types of documents and correspondence in a way that is clear, concise, and conveys a professional image.

By combining structured learning with easy-reference checklists, The Write Way teaches users how to produce effective letters, emails, reports, proposals and minutes.

Key learning outcomes

• Avoid embarrassing mistakes
• Communicate clearly and concisely
• Create a logical structure
• Use a clear layout
• Adopt the correct style and tone
• Use correct grammar, spelling and punctuation
• Create a good impression.

The price shown is for the CDROM. This is also available as an e:learning resource.

Under Pressure: Successfully coping with stress

Stress is much more than just a problem for individual employees. It is one of the major causes of absence from work. Organisations are now legally obliged to take steps to protect the psychological and physical wellbeing of their staff.

Under Pressure empowers individuals to recognise and manage stress. Using video scenarios, animation and interactive quizzes, the resource provides a complete stress-busting kit which helps people deal effectively with the pressures of the modern workplace. The resource is devised and presented by Professor Cary Cooper CBD, one of the world's foremost experts on stress management.

Key learning outcomes:

• Reduce the risk of legal claims
• Improve performance and productivity
• Reduce staff turnover and absenteeism
• Increase morale
• Protect your most valuable asset - your people.

The price quoted is for VHS/DVD.  CDROM and e-learning formats are also available.  Contact us for details.

Your Next Step

An organisation's best asset is its people. The job market is very competitive and organisations are better placed to attract and keep quality staff by ensuring they offer a career development path. Your Next Step helps you to retain your best employees by equipping them for their next career move.

Produced in association with CEPEC Consulting Limited and sharing it's content with our 'Get That Job!' resource, Your Next Step empowers staff to take responsibility for their own advancement internally - using promotion and personal development.

Key learning outcomes

• Understand your options
• Conduct effective job searches
• Interview confidently
• Negotiate effectively.

The price shown is for the CDROM. This is also available as an e:learning product.