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Seb Anthony

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Exercises Required

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I really need some interactive exercises for dealing with aggressice customers and coaches giving feedback.
Gwen Turpin

6 Responses

  1. Exercises for dealing with aggression gression
    Without knowing the context of your need I can only offer general advice.

    However both the dealing with aggession and giving coaches feedback seem well suited to structured role play.

    With the aggression issue it would be useful to do some background research with the learners to get real life incidents of how situations got out of hand. Then write the role play around that reality. The role plays themselves couild be enacted either in a small group of three with each person taking turns as aggressor,receiver,observer. in this manner each person will experience each position and be able to offer different perspectives. Alternatively you could employ a ‘forum theatre’ approach in which the situation is set up before the rest of the learners and they are allowed to stop it at any point and re-direct the action. This does require high levels of role play skill and is best left to professional actors if your budget allows.One thing that would be very useful to direct in to the situation is an awareness of language and individual need. This can be used to defuse potentially difficult situations before they get out of hand.

    There are lots of other ways of approaching these issues but as I said without the precise context it is difficult to offer direct guidance.

    I trust this has been of use.

    If you want to chat about this further you can email.
    [email protected]

  2. Forum Theatre
    I think Kevin’s suggestion of forum theatre is a good one… mainly as that is one of the techniques I use regularly.

    it is interactive, experiential and low on ‘performance threat’. It is also very flexible. I have used it in a wide variety of situations and formats.

    I’d be happy to give more detail should you need it.

    Regards,

    Nigel

  3. Aggresive Customer Exercises
    You could ask the delegates to bring along a situation where they have had to deal with an aggressive customer.

    We have used this format successfully with actors playing the part of the customer. The delegates give them a brief outline of the situation and the actor will role-play with them.

  4. Exercise
    Hello Gwen, I am replying here as I seem unable to locate your email address. You asked for mine so that you could send me an exercise in the context of change. I really appreciate your help. My email is [email protected].
    Many thanks, Brenda

  5. Giving feedback using role-play
    I have devised a role-play activity which demonstrates four ways of giving feedback. The participants then discuss how each method is likely to impact on the recipient’s self-esteem, motivation, and morale. They are also asked to reflect on which method predominates in their place of work. It may not be specific to coaching but could be modified. If it sounds useful email me and I will send it to you.

    [email protected]

  6. Dealing with aggressive customers
    Gwen
    I did some work for an auto retailer last year in which we designed 3 basic role plays, highlighting some of the most popular sources of aggression in their part of the industry. I am happy to e-mail you (or anyone else) copies to tweek – [email protected].

    You may also want to have a look at http://www.abctrainingsolutions.biz – free resources entititled ‘Skill Practice: Sensitive Issues’. These are a series of short situations, role played between 2 delegates, that highlights how to give feedback sensitively. I have used it in the past as an ice breaker for appraisal skills training.
    Hope that helps. Happy days!
    Bryan Edwards

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