Library of facilitation techniques

The Thiagi Group

Workshop Activities and Training Games from The Thiagi Group.
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Angry Customers

Training Customer Service Representatives (CSRs) to handle angry and abusive customers is a tough challenge. Effective communication with an angry customer requires a combination of knowledge, skills, and attitudes. As a part of our training session, we use this rapid roleplay activity.
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Better Connections

We build a stronger relationship with people when we see them as human beings with whom we share similarities in terms of family and life situations. It is very difficult to form strong relationships with people about whom we know very little. We feel more connected to “full” people. For example, take John, the accountant. If I think of John as an accountant, I might put him into a box of what I think I know about accountants. I might not feel connected to accountants and will treat him accordingly. But when I think of John as a keen mountain climber and outdoor adventurer with two children, one of whom is graduating from university next month, then John becomes human to me, and I can feel connected to him.
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Birds of a Feather

Participants naturally want to form groups with common characteristics. This exercise illustrates how diverse groups have access to more resources and provide a greater variety of solutions. Each person is given an index card with a letter on it, and then asked to form a group of five people. Participants assume that they should get into groups with others who have the same letter. However, when the facilitator asks them to form the longest word possible with the letter cards, they realize that it would have been more beneficial to have created a diverse group.
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Decisions, Decisions…

When it comes to decision-making, why are some of us more prone to take risks while others are risk-averse? One explanation might be the way the decision and options were presented. 

This exercise, based on Kahneman and Tversky's classic study, illustrates how the framing effect influences our judgement and our ability to make decisions. The participants are divided into two groups. Both groups are presented with the same problem and two alternative programs for solving them. The two programs both have the same consequences but are presented differently. The debriefing discussion examines how the framing of the program impacted the participant's decision.

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Clear Communication

In any content area, one difference between a beginner and an expert is the latter's ability to come up with different examples that belong to the same category. This activity strengthens your ability to come up with examples of communication concepts.

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Quick-Change Artists

In these days of constant change, adaptability and resilience are highly desirable personal qualities. This activity enables the participants to tap into their group wisdom and work on their ability to flourish under frequent changes. Participants work individually, with a partner, and in teams to prepare a list of do's and don't-s for increasing their ability to adapt to changes. Eventually, each participant selects a factor that he or she wants to apply immediately.
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Both Sides

Organizational life is full of paradoxes. It looks as if you always get contradictory advice. For example, one manager suggests that all your training should be on the Web. Another manager extols the virtues of classroom teaching. In a situation like this, it is useless to ask, “Which is better: online learning or instructor-led learning?” The answer is invariably, “It all depends.” In the complex real world, the effectiveness of any strategy depends on the context. For example, training effectiveness depends on the content, objectives, learners, technology, and facilitators. In order for you to come up with the best strategy, you must explore the advantages and disadvantages of conflicting guidelines.

That's what BOTH SIDES helps you to do.

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Thirty-five for Debriefing

You might be familiar with Thirty-Five as a structured-sharing activity. Thirty-Five can also be used as an effective debriefing game.

In this version, participants reflect on an earlier experience and identify important lessons they learned. They write one of these lessons as a brief item. The winner in this activity is not the best player, but the best lesson learned.

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Coat of Arms

Coat of Arms exercise provides a way for participants to introduce themselves and their colleagues, particularly for groups who think they already know each other very well. Almost invariably participants discover something about their colleagues of which they previously had no idea. Occasionally this revelation has an immediate and direct application to another participant's current project or challenge. Because this activity forces people to use drawings rather than words, it is particularly useful as a dual-purpose introductory exercise in training sessions that deal with such topics as innovation, creativity, and problem-solving.
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Double Talk

Participants at a training session are often preoccupied with other important things in their life. Here's a simple jolt to wake them up.

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E.T.

The ET acronym stands for “Effective Trainer”. We use this activity in our train-the-trainer sessions.

Participants work individually, with a partner, and in teams to prepare a list of suitable techniques for providing effective training. Eventually, each participant selects a technique that he or she wants to use immediately.

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