February 2007
Beginner
400 pages
4h 25m
English
book
101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques
by Glen Arm Lorraine L. Ukens Team-ing with Success Maryland
Content preview from 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques
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Chapter 18. From Me to You: Focus on Others
Goal
To focus on others during the communication process. Participants will try to use the word “you” more than the word “I” while speaking for specified periods of time.
Time Required
Approximately 15 to 20 minutes
Group Size
Subgroups of three persons each
Materials
One sheet of blank paper and a pencil for each participant
Stopwatch or clock with a second hand
Process
Begin the activity by saying that it is often difficult for us to move away from our self-interest when we interact or communicate with others. Explain that the participants will have an opportunity to practice focusing on others in a more conscious way.
Form subgroups of three persons each. Ask members of each group to count off as 1, 2, or 3.
Distribute one sheet of blank paper and a pencil to each participant. Ask the participants to make two columns on the paper and mark one column I and the other one You.
Explain that person 3 will be speaking to person 2 for 30 seconds about anything he or she would like to discuss. (Some suggested topics might be best vacation spots, favorite music, pets, hobbies, and so forth.) The object is to try to use the word “you” as much as possible and avoid using the word “I.” Person 1 will keep count of the number of times each word is used and record ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.