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.



 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


  • CSE-ESS The Power Of Behaviour Infographic
  • Customer Service Essentials Summary Infographic

The Power of Behaviour