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Know the Work
In-person and virtual facilitator kit: guides, slides, workbook and handouts, all editable. Instant download after purchase.
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Each purchase is licensed to one organization for use in one LMS, with unlimited learners. By buying, you agree to the License Agreement and Terms of Use.
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About this kit
A complete two-hour team session where people from different roles learn each other's work, follow one real piece of work across the team and agree small fixes for the handoffs where it slows down.
Who it is for
Small-business owners whose staff work hard but keep tripping over each other at handoffs: orders, bookings, jobs and returns.
Managers and supervisors who lead several roles, such as front desk and practitioners, kitchen and front of house, or estimators and crews.
HR, L&D and operations professionals who want a team-building session built around real work rather than games.
Facilitators and trainers who need a ready-to-run cross-role session they can deliver this month, in person or online.
The problem it solves
In most workplaces, people know their own job well and other people's jobs only from the outside. When work moves between roles, the gaps turn into delays, rework and frustration, and problems get explained as people ("they never tell us anything") instead of as work. This kit gives a team five plain steps (map your own work, explain it to another role, trace a handoff, name the friction, agree the fixes) and a structured session to use them. People leave understanding the work on either side of their own, and with a short fix list where every fix has a responsible person, a first step, a date and a check.
What is inside
The five steps: Map your own work, Explain it to another role, Trace a handoff, Name the friction, Agree the fixes.
In-person kit
Facilitator guide, 48 pages (Word): how to use the kit, session overview and agenda, a plain-language primer on why roles lose sight of each other, two ways to run the session (with your own team or a mixed group), the five steps in depth with examples for five kinds of workplace, the five kinds of friction, answers to common questions, a preparation checklist, nine timed segments with SAY / DO / ASK / WAIT cues, the Scenario A script, answer keys, the practice workplace packs at a glance, tricky moments, a 30-day follow-up plan and ways to adapt the session.
Slide deck, 26 slides (PowerPoint), with speaker notes that repeat the guide's cues and timing.
Virtual kit
Virtual facilitator guide, 35 pages (Word), with a producer cue sheet, polls, chat prompts, a shared-document setup and the text of every practice workplace pack.
Producer run sheet, 4 pages (Word).
Virtual slide deck, 26 slides (PowerPoint), with PRODUCER actions in the notes.
Workbook and handouts
Participant workbook, 16 pages (Word and PDF), including a team fix list, personal commitments, questions to ask your manager and a 30-day log.
One-page job aid: the five steps (1 page).
Handout 1: Role map, with a filled-in example (2 pages).
Handout 2: Explain it and explain it back, with listener questions and notes (2 pages).
Handout 3: Handoff tracer, with a filled-in example (2 pages).
Handout 4: Name the friction, with the five kinds of friction and rewrite practice (2 pages).
Handout 5: Fix plan, with the fix test and two filled-in examples (3 pages).
Handout 6: Six practice workplace packs (restaurant with catering, physiotherapy clinic, wholesale warehouse, landscaping company, bookshop with online orders, accounting office) for mixed groups (3 pages).
Answer key for the facilitator (3 pages).
How to use it
Read the facilitator guide and complete the workbook yourself for your own role (about three hours).
Decide whether to trace your team's own work or use the practice workplace packs, and choose two or three recent pieces of work to trace.
Run the two-hour session in person or online. Every step tells you what to do, what to say, what to ask and when to wait.
Share the fix list within two days and use the 30-day follow-up plan so the fixes happen.
No training experience is needed. If you can run a team meeting, you can run this session.
Formats and file types
Word (.docx): facilitator guides, producer run sheet, participant workbook. Fully editable.
PowerPoint (.pptx): in-person and virtual decks with speaker notes. Fully editable.
PDF: participant workbook, job aid, handouts and answer key, ready to print.
Fonts: Fraunces and Nunito Sans (free from Google Fonts).
Licensed for internal use by the purchasing organization.
Frequently asked questions
Do I need to be a trained facilitator?
No. The guide gives you timed steps with suggested words, questions and what to listen for. A manager or business owner can run it, and the guide explains how to run it well when you are also one of the roles.
What if our people come from different workplaces, or some roles cannot attend?
The kit includes six practice workplace packs. Participants map their own role and explain it to another role, then trace and fix a practice workplace, and finish by naming one handoff in their own workplace where the same fix would help.
Will this turn into a complaint session?
It is designed not to. Five ground rules keep the discussion on how the work moves, every activity asks for facts rather than blame, and concerns about one person are directed to a manager in private.
One price, yours to keep. Licensed for use within your organization.