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 34. Color Quest: Limited Resources
Goal
To identify how limited resources affect performance, goal setting, strategic planning, and negotiations. Participants will select a candy color and collect the most pieces possible.
Time Required
Approximately 30 to 45 minutes
Group Size
Six to eight subgroups with no more than six persons each
Materials
One fun-size packet of M&M’s® candies for each participant
A flip chart and felt-tipped markers for recording
Prizes for the winning group (optional)
Process
Form six to eight subgroups with no more than six persons each. Distribute one packet of M&M’s to each participant.
Explain that each subgroup must collect one color of candy, obtaining as many pieces as possible. The group with the largest number of the same color will be declared the winner. Signal for the task to begin.
Depending on the total number of subgroups and the amount of interaction taking place, allow sufficient time (approximately 10 minutes) for participants to mingle and trade, then signal for the activity to stop.
Ask each subgroup to count the total number of candies in the color selected. On the flip chart, record the candy color and the total number of pieces collected for each subgroup. Announce the winning group and give out prizes if you choose to do so.
Facilitate a large ...
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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.