Representing the senior management team of a travel company with holidaymakers currently in Borneo, teams are faced with a series of problems from Dirk Hansen, courier on the trip. To deal with the problems and keep customer morale high the teams may need to spend money from the profits. Failure to do so may result in customer morale plummeting. But keeping them satisfied can eat into the overall profit. What a dilemma! Team consensus is not always easy to achieve – especially when poor decisions come back to haunt the group!
Now Fully Flexible: Classroom or Online Team-Based Delivery
Delivery Modes Included
Classroom Mode
- Printed resources (if selected)
- Teams submit decisions via Trainer computer (one shared pc)
- Optional printed results
Online Team Mode
- One device per team
- Teams input decisions directly (Trainer PC + one PC per team)
- Results displayed instantly on screen
- Shows the value of individual contributions in the decision-making process
- Highlights the importance of carefully evaluating all options
- Allows individuals to express their views and then reach consensus
- Identifies the dilemma of giving maximum customer satisfaction and making a profit
- Pinpoints individual beliefs and values
Ideally suited to:
Looking at objective decision making, especially where you have to strike a balance between opposing objectives. Also useful as a generic exercise in customer service.
- Introduce the activity using the PowerPoint slides.
- Divide the group into teams and issue Briefing Materials (or set up program if using the online team-based delivery).
- Allow teams five minutes to study the Team Briefs, then issue the first problem. Teams enter their decision either using their unique access code pin number (if using one computer) or with the online version, teams enter their decisions into their own device.
- The program issues the consequences of the decision and the next problem.
- At the end, lead a Debrief.
Full guidance supplied in the Trainer’s Notes.
Hard Copy + Digital Copy + Online
- ☑️ Hard copy pack supplied
- ☑️ PDFs & PowerPoint supplied
- ☑️ Programs supplied for face-to-face and online team-based sessions (internet access required)
Digital Copy + Online
- ☑️ Digital files only (self-print if desired)
- ☑️ PDFs & PowerPoint supplied
- ☑️ Programs supplied for face-to-face and online team-based sessions (internet access required)
Contents
- Trainer’s Notes
- Computer Program (internet access required)
- Trainer's PowerPoint
- Team Brief
- All Situations
- Decision Form
- Team Review Questionnaire
- Decisions Loop Handout
Facilitation Options
Face-to-face: Hard copy packs are supplied (if selected) and/or digital files via Northgate Trainerhub. Each team inputs decisions via the Trainer’s computer (printer optional).
Online team-based: Teams use one device per team to view their brief and input decisions digitally; results are displayed on-screen. Trainer monitors teams' progress from their own computer.
This Northgate Training activity comes with a five-year licence for repeat use with up to 24 participants at a time, for use by Trainers based at one licence-holding site.
All Trainers physically based at the same office location can access the Northgate resources during the five-year term, including the digital resources supplied on the Trainerhub via your own site-specific Trainer Dashboard. If you have Trainers based at other locations, and/or remote workers, who would like to access and use the Northgate resources, we can advise further depending on your requirements.
For further information on our licence terms please view the Northgate Licence Agreement.
To use with more than 24 or for multiple site licences please contact us for a quote.
