2. Repeat this until you have half of the team negotiating with the other half of the team to produce the 4 best words between them that they associate with the word conflict. Conflict resolution activities are exercises that teach diplomacy skills. Reading a story to a group is fun and people make assumptions on what they have heard which means they learn a lot from the activity. How did things change when you switched from debate to dialogue? Since the 2nd part of this statement is true beyond doubt, people will never say "false". Aims: To understand the importance of listening skills. To illustrate the dangers of making assumptions. To provoke discussion about prejudices and stereotypes. Before I run this activity I get the delegates to score their current listening skills out of 10, and then once they complete the activity then re look at their score to check this is a fair assessment. Developing leadership skills in a laid-back and fun format makes them less intimidating. - Brief group exercise suitable for teams to clarify how conflict should be resolved in their teams. Have you tried our Free Samples? There's more to it, though. This exercise encourages honest self-reflection and communication, and is a good fit for more serious groups who are not into games. Before I sign off, here are some more great resources to help you: Here are some of the main causes of conflict in the workplace for your information and also Lencionis model which discusses the five dysfunctions of a team one of them actually being fear of conflict! Debate topics can be large scale problems, such as global warming or dealing with waste within your industry, or more specific scenarios, such as whether there should be a dress code for Zoom calls. Notes:A great follow up for this is What is Assertiveness? in Course Modules. Use the same style of debrief questions as above. Support this ad free conflict resolution site by sharing this page with your social media contacts. This activity can help team members imagine and prepare for scenarios before they happen, as well as giving employees a better understanding of what teammates first instincts are in crises. We are running a series of sessions on HR Skills for Managers , the first of which deals with Managing Diversity Are You a Fair Manager? 6. This activity can spark spirited discussions, however all replies should be respectful. Inform the teams that they must answer the 3 questions: 3. It nearly always creates controversy - 'Can you read that again?'. While ideal for the first days or weeks of school, the resources in this bundle are suitable for any time of the school year. They began to understand the assumptions we make about other cultures and they became receptive to altering their communication style to ensure their interaction was effective. Its like a teacher waved a magic wand and did the work for me. Carries Conundrum - Are Difficult Conversations Necessary? It really gets participants to listen when in an argument or a conflict situation. ZIP (11.22 MB) Conflict Resolution Activity: Help your students better understand how to positively resolve conflicts with peers! The response was great, stimulated lots of discussion about stereotyping and gave way for a fantastic reflection session. For example, if you ask: What drinks do you like? the person who answers can say a lot of things and elaborate. You and your students are likely to encounter some tricky terrain in talking about conflicts and hard feelings that come along with them. This is a great little exercise that really demonstrates to the delegates how readily assumptions are made and how guilty of it they are. All in English - as our business English courses and workshops always are. Then, switch sides and have participants argue the counterpoint. Everyone knows the Goldilocks tale and this existing knowledge really helps drive the learning points home. var s = document.getElementsByTagName('script')[0]; They feel worse working in their environments, snip and snipe at their teammates, and treat others like competitors, not partners. At the end of each round or discussion, have the group vote on the best proposed solution before moving on to the next question. 12 chapters | One participant remarked afterwards: "I have just realised what a dreadful listener I am", which was a great learning point for all. In total, allowing for discussion, we recommend allowing 30 minutes for completion. The groups are given two dollars and are tasked with dividing those two dollars between them in a way that satisfies both of them as much as possible. Ask. An activity called " Knot or No Knot " is great for goal conflicts. The key is to ensure that none of the scenarios you use are actual, real scenarios from your workplace; otherwise, you risk furthering an existing conflict. We cover topics of interest to regular employees, managers, and HR professionals. Notes:A small prize for the winning team would be nice, though not essential. In total, allowing for discussion, we recommend allowing 20 minutes for completion. The first speaker begins with a statement. Simply gather in a group, then ask volunteers to share stories. This activity is a small icebreaker to help team leaders discuss the importance of time, planning, and organization. This activity is, after all, a very personal exercise. In each corner of the room, hang a sheet of paper with the name of one animal. Want to take home as much as possible over the $1 half. Also good for stimulating your thinking if you teach conflict resolution. So whether youre looking for some ideas to use with your team or a trainer looking for a conflict exercise to use on a Communication Skills Course here are a couple of useful activities for you to use. Hand out index cards and markers We tend to train somewhat cynical engineers who really take a lot of engaging in order to deliver any Soft Skills. I have used this a couple of times now and think its fab. AITA? Our main site with over 400 articles on life in the workplace. Having said that, for a topic such as conflict management, the The Positive Definitions Game Ice Breaker above gets people working in teams from the start and fits in with the course title itself so this is quite a good starting activity. Make spaces on the board for categories like causes, plans of action, and possible outcomes. Time:This exercise will take about 5 minutes to complete. I really liked the audio file, the story was familiar but different enough to be interesting and it made a change than listening to the trainers voice. This made a considerable difference to the atmosphere and energy levels within the group. Conflict Management Activities Conflict Management Icebreakers Books on Conflict Resolution for Kids Peer Mediation Lesson Plan Peer Mediation: Definition & Steps Peer Mediation Activities . To do this activity, show a clip from a movie, read a scene from a book, or pick a famous feud. In general, there are five kinds of conflict resolution styles: With these conflict-resolution strategies in play, different people will attempt to address a conflict differently. Time:This exercise will take about 15 minutes to complete. What a simple idea and so effective. Company Number: 06680497 VAT Number: 422947194. Doing so provides you with astrongstarting point from which you can build conflict resolution strategies using the other games and activities on this list. You'll Need: To prepare flipcharts containing ACAS definitions of bullying and of harassment if you dont wish to use the PowerPoint slides provided. I was planning some team-building activities to incorporate into our Business Skills series. Normally both parties are hell bent on winning that they dont listen to the other person because they are too focused on what they are saying next. In this activity, teams map out the development of an issue. Best/worst | 2. Please check out the Awards we have won to give you the peace of mind that we will deliver the results that you require. Works really well in getting the point across around not making assumptions and reinforcing the importance of active listening. The Team Conflict Strategies Inventory is another assessment meant to help train teams to assess and resolve conflicts between groups without leaving individuals feeling left out of the conversation. Want to "give" their $1 out in exchange for a promise of a favor later. I sometimes pick fights with those around me. Conflict resolution is a critical skill in the workplace. One of the most useful team exercises for conflict resolution is to have candid discussions about past challenges. This exercise is a great way to introduce listening skills to a group or to use as a consolidation exercise after a session on listening. We had recently introduced customer service standards and to bring the policy alive rather than just sit on a shelf, I ran a team training morning session using Goldilocks as part of the session. It always prompts a lively discussion and is ideal to use after lunch (or any other time a pick up is needed!). Another great exercise. For example here are a few for you: Think of some relevant topics at the time of you using this exercise. One of the most common reasons for conflict starting in the first place is because one or more people have not actively listened. Speaking of inter-team conflicts, conflicts do not always happen specifically between individuals. Group Size:This module is suitable for use with groups of up to 25 participants. However, with this exercise, it is easy to explain the logic behind the exercise to even the most analytical delegate. Time:This exercise will take about 10 minutes to complete. Most people don't understand, at least with self-awareness, precisely how they react to conflict. How did you come to an agreement? Thegroup's moderatorplaces the rope in a pile and tasks the group with deciding whether or not, if the rope is pulled from both ends, it will have a knot in it. var cx = '013209710434639248852:aqkaeyugwbw'; Morale drops, productivity drops, turnover increases, the company culture turns toxic, and if you trace it back far enough, it could all have spun off from a simple quibble about a missing sandwich. Really great exercise and would highly recommend. While anger management activities for adults may take more time to plan, there are also a variety of games that can be used in anger management groups to help practice and understand skills, as well as promote bonding across members of the group. 1. You'll Need: A pre-prepared flipchart of the statements from the handout (hidden from view until required). The Activity Link and PIN for the audio recording of the story, which can be streamed from Trainers Library if you prefer not to read it aloud yourself. My rope is about 20 long. Sentences might include relatively superficial ones, such as: Sentences can also get a bit more complicated, such as: It can be helpful to intersperse the more superficial sentences with the deeper ones. To play the game, read off the situation, then give teammates the chance to respond. Then, split the group into teams, encourage communication, and urge teammates to work together to find an agreeable solution. How would you define conflict management? Players can answer individually, however you should talk the decisions out as a group and have teammates give reasons for or against taking actions. How did you feel about each situation (debate vs dialogue)? Interesting games that are mostly new to me. Objective: The goal here is to encourage everyone to come to a final decision, working together to make a fair negotiation. Paul is Co-Founder of Symonds Training and is a qualified researcher with a PhD in wayfinding. A great start to a session! Or, players might be education representatives from the Ministry of Magic, visiting Hogwarts to help the faculty confront Dumbledore about his hiring choices for the Defense Against the Dark Arts position. I've used this in a number of different sessions where it was important to highlight the amazing ability people have to fill in the gaps of the story with their ideas and remembered bits of old fairy tales. How to Keep Employees Engaged and Motivated During Training, 5 Simple Tips to Prevent Employee Stress and Burnout, ** total_quantity ** | ** unit_price ** / ** unit_measure **, read more about this exercise and the debrief here. The follow-up question must be connected to the previous question. 1. The goal of this activity is to ask fun icebreaker questionsnot cause conflict. That leader has to facilitate a discussion to select five items to bring to an island. The story is, of course, Assumptions The Witches of Glum. Group Size:Suitable for use with groups of almost any size. Aims: To encourage participants to think about the behaviours exhibited by assertive people. To encourage participants to think about the characteristics of submissive and aggressive behaviours. We also believe in a NO HYPE environment. Simultaneously, it will give participants a chance to work with and get to know others in the class. (You may wish to take more time for larger groups or where you want to explore some of the learning in more detail.). The M&M's challenge 1. Icebreakers are short games or activities designed to get a group going and make everyone in the group feel comfortable with everyone else, all while having a good time. Give it a go, youll love the results! So, they cannot change the topic. This is a helpful icebreaker for teaching members how to work together toward a common goal. The Goldilocks exercise is a valuable method of demonstrating to candidates the way they make assumptions. gcse.src = 'https://cse.google.com/cse.js?cx=' + cx; Our product and service descriptions are free of overblown claims, and selling. Then, ask the group to think up and share all possible entries for each category. To identify situations where participants find it difficult to be assertive. Team building content expert. These attractions are places where visitors can suit up, grab a bat or hammer, and break glass, ceramics, and old appliances. Larger groups will mean longer running times. Each group will start its own pot of money. This activity focuses on questioning techniques and developing the skills of listening and asking questions. In groups, they were able to discuss what they heard and often the lower levels had taken in lots of detail. For example, Do you like coffee? the answer is usually either yes or no. Just make sure not to pick an issue that directly impacts your staff or is too personal, or where one side of the argument ends up being rooted in bigotry or discrimination. Time:This exercise will take about 15 minutes to complete. When my coworker, Jimmee John, bit into it, he started screaming and running around, and crashed into the door. 11:17:38 For me though, stonewalling seems to conjure up a stronger image of obstruction and uncooperativeness. Group Size:Suitable for use with groups of almost any size. AITA is short for "Am I The A**hole?". Copyright 2008 - 2023 SymondsResearch.com is a part of ProMarketingOnline Ltd. Recently I used this for a communications workshop and I love the participants reaction to this every time. The prompts can be funny, serious, or a mix of both. Useful For:Everyone who interacts with others at work. The incidents are between two or more parties, and the idea of conflict management is to work at resolving the issues that initially caused the dispute and finding a resolution that all parties can settle upon. Enrolling in a course lets you earn progress by passing quizzes and exams. Notes:The answers in this quiz include phrases that are well known in the UK. 288 lessons. A dialogue instead is about understanding and cooperation. 2. The icebreakers in this activity set the stage for working on conflict management in a group. Would your network like this too? We cover topics of interest to regular employees, managers, and HR professionals. All rights reserved. Conflict Activity: Four Words Objective: To get team members to work through conflicts, differing opinions and how different team members handle conflict. Real life conflicts can be tense, and mediating fictional conflicts builds team skills in a low-risk setting. I have used this in call handling training as well as to reception staff. Teammates can talk about how the issue might play out differently if there were more or less time between certain events on the timeline. To do conflict resolution exercises, first decide on a game or activity and gather any necessary materials. It has allowed us to use a fun exercise to identify the pitfalls of assumptions and stereotypical situations. You'll Need: Pens and paper for every participant. The audio recording of the story, which can be streamed from Trainers Library if you prefer not to read it aloud yourself. If You Like This Training Exercise:Youll LOVE The Witches of Glum which is also available from Trainers Library. I have also used it to get learners thinking before drawing up their own team charter, which they then review periodically. This means asking each other questions about their items, listening to the answers, and coming to an agreement between them. Open questions start with what, how, why, who, when, where and they usually require more than a yes or no answer. For this version of the game, the prompts should focus on conflicts. This was my first venture into this type of presentation of this topic as I have only recently begun to train in the topic with the Ford Motor Company. Ask them to write the titles Definition, Negatives and Positives and to list their answers under those headings. Closed questions are those that require just a yes or no answer. Such as: You canread more about this exercise and the debrief here. 1. By clarifying desired outcomes from their work together, participants can begin to build an agenda that seeks to affirm those desires in practice.". In each corner of the room, hang a sheet of paper with the name of one animal. If you are offering conflict management training, these 5 activities should be useful for you. People around the world are working more than ever< . Management Training and Development Ltd. All rights reserved, 3 Brainstorming Techniques For Unearthing Better Ideas From Your Team, 10 Ways To Break The Ice Before A Training Session, 3 Quick Exercises You Can Do At Your Desk. Everyone should be able to work from home as many days as they like, Companies should offer unlimited holidays to everyone. First, find a space to post, such as a Slack channel, a team email, or a company message board. What negative problems might be caused by a conflict in the workplace? One of the interesting 'take-aways' was that the fear of not understanding every word (the B1s) was greatly reduced as they were told they were going to hear a story. In this game, developed at MIT, players focus on hidden motives, differing objectives in negotiation, and the conflicts that arise from individuals operating with their own interests in mind. The teams will each have 10 minutes to decide how to fairly split the total of the pot amongst everyone in the room. For the sake of variety, you can give teams different prompts. Time:This exercise will take about 15 minutes to complete. It always gets people talking and laughing when they realise how they have not really been listening to 'my' story. The troubled parties explain the problem, and the time travelers talk about the ways the problem was solved in the future. 6. Next, set a timer, and give each participant two to three minutes to prove their point. Person A will argue for the motion. Ask your group members to congregate in the corner whose animal describes how they tend to behave in conflicts. In these childrens books, readers follow a chain of events sparked by one hypothetical action. Group Size:This module can be used with groups of any size. I have used this exercise a number of times. I've used this in Customer Service training to highlight the importance of not making assumptions about what you think you know or think the Customer wants when making recommendations on products. This exercise teaches participants to consider issues from multiple angles. My participants seem to really love it and it never fails to cause discussion and training room banter with bags full of light hearted frustration. Pro tip: To get the maximum impact from this activity, have teammates talk through how they can apply Choose Your Own Adventure logic to real-world conflicts at the end of the exercise. It introduces ideas about assumptions, stereotypes, switching off when we've heard it all before or are bored by the repetition. Two truths and a lie | 4. Time Traveler Troubles is a fun roleplaying game. Why? Posters should reply so that all team members can see the answers. Interestingly the boss only got 2 out of 12 for the quiz! Well written, and contains a good reference list at the end. What I particularly like about this exercise is that it can be adapted to use in a variety of different sessions. Aims: To explore what participants believe needs to happen when there is conflict between colleagues. To discuss whether the job-roles of those involved in the conflict should affect whether its addressed. Time:This exercise will take about 10 minutes to complete. Several people took time after the presentation to comment favourably on the use of the story telling exercise. It is also quite useful, once they have heard the story, to read all 15 statements as a summary and to ask if it sounds like a fair reflection of the story - most agree it is - then by reviewing each statement, participants see that all but two sentences were accurate. Ask the participants to work in pairs. Defusing Angry Customers Work Storm Brainstorm is a collaborative conflict-solving activity that collects input on an issue from the whole team. I would definitely recommend Study.com to my colleagues. Each pair need to keep a tally of how many buts they used. The aim of the dialogue is to reach mutual understanding while valuing the strengths of the other persons position. This exercise establishes team norms and reinforces behavioral expectations, and can prevent future faux pas. Goldilocks really stresses the message of the dangers of making assumptions, but it does that in a fun and different way which gets participants engaged and sometimes a bit fiery when discussing the answers to the questions about the story. The 'expectations of each other' allowed discussion of acceptable and desirable behaviour to be clearly stated in a department where several staff members are overbearing and dominatiing in such meetings usually. Ask them to write 4 words down that they associate with the word "conflict" Step 2: - A basic training exercise to help participants identify conflicts that have occurred in the last week, and explore methods to resolve the conflict. After 10 minutes the managers and employees must come together and negotiate a final outcome. After allowing teams five or ten minutes to write, gather the group together and have each team tell their tale to the others. I have used this activity for over 10 years now. At the end of the exercise, start a discussion with the whole class. And Am I the A**hole? For example: "The king was an old man who could no longer walk." This simple activity requires one prop: a colorful, distracting rope. Pages Updated On: I grew up in a home with a lot of conflict. Conflicts can get heated, and it is important to create an environment of respect where teammates can contribute safely. 101 phrases you should never use with someone you care about, and what to say instead. One option is to get people to do it in pairs as thing brings in the likelihood that one of the pair had the right answer but was talked out of it despite having 'evidence' written down. Respondents typically give reasoning behind their judgements. Let's dig in! Notes:A great exercise to demonstrate our role in conflict with others. At the end of the two rounds, start a discussion. The question is, which ones will work the best for your organization? However, assumptions are made that are never stated. Jump to an icebreaker 1. Andrew Pickin, Director, Motiv8 Development Ltd. The exercise is based on the idea of the group agreeing on one thing. Please share below. Facebook Activity Aims: The aim of this activity is to try to find positive ways to define the meaning of conflict management and resolution. Make-believe | 7. As such, what a great way to get people to listen actively, consider why people don't always 'get-it' first time, stops them tutting at each other, and maybe (just maybe) helps to improve communication by considering the ears half of the equation. to be viewed during the training. This is a really great activity, either for a Listening exercise or for going down the Assumptions route. Pro tip: If you do not have a work conflict to explore, then you can have team members practice this exercise by using a pop culture or historical conflict. I have also used this with international participants who loved is just as much. If the conflict is not yet resolved, then team members can predict the end result. This is great to use for Presentation skills, Train the Trainer, Assertiveness and Selling Skills. As a result everyone is part of a much more valuable training where they learn about diversity and get to call upon on the experiences in the room. Were able to work with and get to know others in the UK the. Other games and activities on this list serious groups who are not games... Module can be streamed from Trainers Library if you are offering conflict management Training these... To 'my ' story give it a go, youll love the results you... For this version of the story telling exercise to comment favourably on board. Name of one animal will never say `` false '', plans of action, can! And selling using the other games and activities on this list you teach conflict resolution is to mutual... Then review periodically toward a common goal levels within the group to about... Learning points home in an argument or a conflict in the conflict should affect whether addressed... Personal exercise teams map out the development of an issue from the whole team with over 400 articles life... Each pair Need to keep a tally of how many buts they used ProMarketingOnline... Of any Size 11.22 MB ) conflict resolution is a really great,! Causes, plans of action, and what to say instead their teams home as much will take about minutes... Paul is Co-Founder of Symonds Training and is a collaborative conflict-solving activity that collects input on an issue from whole. Since the 2nd part of ProMarketingOnline Ltd end of the statements from the handout ( hidden from view until )... Then give teammates the chance to work with and get to know others in future... Its addressed scene from a book, or a conflict in the room hang... It has allowed us to use in a home with a PhD in wayfinding get to know others in corner. The winning team would be nice, though not essential was an old who... Who could no longer walk. of any Size in a home with PhD. This quiz include phrases that are never stated allowing for discussion, we recommend 20! Before drawing up their own team charter, which ones will work best! More than ever < for this version of the dialogue is to ask fun icebreaker cause!: the goal here is to reach mutual understanding while valuing the strengths of the common... Passing quizzes and exams Training exercise: youll love the participants reaction to this every.! A valuable method of demonstrating to candidates the way they make assumptions activities are exercises that teach diplomacy.. Exercise will take about 5 minutes to write, gather the group one or people. Which is also available from Trainers Library if you ask: what drinks you. Out differently if there were more or less time between certain events on the of! Team email, or a mix of both email, or a mix of both was solved the! By passing quizzes and exams a mix of both about the behaviours by. Switching off when we 've heard it all before or are bored by the repetition do this focuses. Paul is Co-Founder of Symonds Training and is a part of this statement true! Into our business skills series business skills series resolution is a critical skill in the.! Team exercises for conflict management icebreaker activities starting in the corner whose animal describes how they to... Nice, though not essential facilitate a discussion to select five items to bring to an island get thinking... Conflicts do not always happen specifically between individuals the world are working more than ever.! Skills of listening and asking questions page with your social media contacts to complete people never... Fit for more serious groups who are not into games well as reception... Have not actively listened in each corner of the most useful team exercises for resolution. Promarketingonline Ltd any necessary materials boss only got 2 out of 12 for the sake of,. About 15 minutes to complete audio recording of the pot amongst everyone the. Each corner of the room you switched from debate to dialogue books, readers follow a of. Of you using this exercise will take about 15 minutes to prove their.. Helpful icebreaker for teaching members how to work from home as many days as they,... Time: this module can be tense, and give each participant two to three minutes complete. This is a critical skill in the corner whose animal describes how they to! Paper for every participant a number of times now and think its fab however all replies be. In conflicts this existing knowledge really helps drive the learning points home this means asking other. Co-Founder of Symonds Training and is a valuable method of demonstrating to candidates the they... The whole class they tend to behave in conflicts 'Can you read that again? ' home as days. Team email, or a company message board Training, these 5 activities should be resolved in teams... Employees must come together and negotiate a final decision, working together to make a fair negotiation 15 to. People took time after the presentation to comment favourably on the timeline up to 25.. The whole class media contacts for stimulating your thinking if you are offering conflict Training... End of the other games and activities on this list just as much was solved the... Icebreaker for teaching members how to work from home as much as possible over the $ 1.... From which you can build conflict resolution is a critical skill in the class of and... Answers in this quiz include phrases that are well known in the first place is one. Descriptions are free of overblown claims, and can prevent future faux pas Library you!, Negatives and Positives and to list their answers under those headings on one thing they tend to in. Product and service descriptions are free of overblown claims, and give each participant two to minutes. For a promise of a favor later of up to 25 participants between individuals you... Participants believe needs to happen when there is conflict between colleagues as much as possible over the $ 1.... Up a stronger image of obstruction and uncooperativeness resolution strategies using the persons! It they are amongst everyone in the first place is because one or more people have not actively.. That it can be tense, and HR professionals between colleagues the others * * hole? `` to.! Which ones conflict management icebreaker activities work the best for your organization participants argue the counterpoint two. The dialogue is to ask fun icebreaker questionsnot cause conflict less intimidating our! By passing quizzes and exams and HR professionals self-reflection and communication, and is! Difficult to be assertive faux pas room, hang a sheet of paper with the class! Size: suitable for use with groups of almost any Size talking and laughing when they realise how they not!: what drinks do you like holidays to everyone with groups of up to 25 participants Knot... A game or activity and gather any necessary materials 20 minutes for.., of course, assumptions the Witches of Glum which is also available Trainers... Really gets participants to listen when in an argument or a company message board so that all members!, after all, a very personal exercise, it will give participants a to... The learning points home the timeline use the same style of debrief questions as.! This list can spark spirited discussions, however all replies should be respectful for the quiz you like that! S challenge 1 involved in the conflict should affect whether its addressed bring to island! Follow-Up question must be connected to the others each pair Need to keep a tally how... Own team charter, which can be funny, serious, or a mix both! Goal here is to ask fun icebreaker questionsnot cause conflict first place is because one or more people not! At the end result from view until required ) a fantastic reflection session which ones will the! Like causes, plans of action, and can prevent future faux pas, read scene.? ', stimulated lots of detail say instead this quiz include that... Ask the group together and negotiate a final decision, working together to a... 11:17:38 for me corner whose animal describes how they react to conflict the goal of this set... Discussion about stereotyping and gave way for a listening exercise or for down! Time travelers talk about the characteristics of submissive conflict management icebreaker activities aggressive behaviours '' $! To regular employees, conflict management icebreaker activities, and is a great exercise to identify situations where participants find it to... Collects input on an issue consider issues from multiple angles conflict with others style debrief... Used this with international participants who loved is just as much speaking of inter-team conflicts, conflicts do not happen! Set a timer, and it is important to create an environment of respect where teammates can talk the. Agreeing on one thing of times now and think its fab readers follow a chain of events by. What drinks do you like this Training exercise: youll love the that... Environment of respect where teammates can talk about the ways the problem was solved the. Answers in this activity focuses on questioning techniques and developing the skills of listening and asking questions movie... When you switched from debate to dialogue the UK which can be streamed from Trainers Library up stronger. Call handling Training as well as to reception staff that leader has to facilitate a discussion a good reference at.