Time required:30 minutes.
What it does:
Highlights the role of body language in communication and identifies strategies for communicating more effectively over the phone.
 This activity is suitable for remote delivery. You will need:
Blindfolds for every participant, and a flipchart.
In a nutshell:
Participants have a discussion whilst blindfolded to identify the difficulties that a lack of body language creates when not communicating face-to-face.
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Time required:30 minutes.
What it does:
Demonstrates how easy it is for communication to break down and for misunderstandings to occur.
You will need:
Space for your team to wait outside the room until they are called in one at time. You'll also need a picture (two are provided in the handout in the resources tab), a flipchart and a stopwatch or phone with a timer.
In a nutshell:
Can your team successfully pass the right message on?
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Time required:20 minutes.
What it does:
Demonstrates how easy it is for misunderstandings to occur even when we think we are being very clear in what we are saying.
This activity is suitable for remote delivery. You will need:
Plenty of post-it notes for your team members. You'll also need 10 sheets of flipchart paper, numbered between 1-10, with each sheet's number written in the top left corner.
In a nutshell:
How often do your team members hear the same word and understand something differently?
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Time required:25 minutes.
What it does:
Considers a real life scenario whereby other customers witness how a store handles a customer complaint. What went well, what didn’t and how did it impact on other customers?
This activity is suitable for remote delivery.
You will need:
Each of your team members will need a copy of the brief to review.
In a nutshell:
What does the customer think when watching a complaint being handled in front of them?
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Time required:30 minutes.
What it does:
Tests the listening and recall skills of your staff, enabling them to explore barriers to listening effectively. It will also enable you all to create a list of Listening Tips for your staff.
This activity is suitable for remote delivery. You will need:
A ball or other soft object for team members to catch, plus enough space for your team to stand in a circle. A flipchart to document the key learning points.
In a nutshell:
Team members build a story that tests their listening skills.
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Time required:30 minutes.
What it does:
Demonstrates how easy it is to make assumptions and how often this impacts on our perception of reality.
This activity is suitable for remote delivery. You will need:
Nothing other than the materials provided.
In a nutshell:
Participants identify the dangers of making assumptions.
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