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 41. View from the Top: Personal Change Management
Goal
To explore how change influences personal actions. Participants will print the word “change” while focusing on the reflected view in a mirror.
Time Required
Approximately 15 minutes
Group Size
Any number of individuals
Materials
One pocket mirror, one index card, and a pencil for each participant
A newsprint sheet and felt-tipped marker for facilitator
Masking tape for posting newsprint sheet
Process
Prior to the session, use a felt-tipped marker to print the word “change” on the newsprint sheet and post the sheet prominently on a wall using masking tape.
Distribute one mirror, one index card, and a pencil to each participant.
Explain that each person is to first place the index card on a flat surface and then position the mirror so that the card is reflected in the mirror. Referring to the posted newsprint sheet, tell the participants that they are to print the word “change” in small letters while keeping their eyes on the mirror only.
Allow several minutes for completion of the task, observing the progress made by the participants, and then call time.
Facilitate a large group discussion by asking the following questions:
•
How did you feel while you were attempting to complete the task?
•
Did you rely on others to help guide you in the process? ...
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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.
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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.