LEARNING OBJECTIVES 
At the end of the session delegates should be more aware of the effects of their own behaviour and be able to adapt it appropriately for a variety of professional situations. Each delegate may be given a Personal Action Plan to record any learnings and personal development commitments that they make as a result of this training.
 
This guide is designed for a manager or a facilitator to deliver a short workshop featuring videos from the Video Arts Customer Service Essentials Series.
Each video comes with a series of activities around the following structure:
LOOK - watch the video and reflect on the content and message.
THINK - activities and questions linking the video to their own experience and workplace. REMEMBER - a summary of the key learning points. Each section relating to the video will last around 15 minutes.
PRACTISE - At the end of the series of videos there is a 30 minute practical training exercise which will bring the learnings together. Delegates should be encouraged to record any personal development actions on their Personal Action Plan sheet.
 
FEATURED VIDEOS 
 Behaviour breeds behaviour (I think I’m getting dizzy) 
 Choosing your behaviour (I should put you in the crime section!) 
 Behaviour can help or hinder (Ooh that stings!)
 
 
 Trainer Tools
Personal Action Plan
The Power of Behaviour Workshop Guide
 Documents
CSE-ESS The Power Of Behaviour Infographic
Customer Service Essentials Summary Infographic