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 57. Nominally Speaking: Nominal Group Technique
Goal
To increase creativity and participation in problem-solving sessions using the Nominal Group Technique. Participants will contribute perceptions, expertise, and experience to define critical issues for a stated problem.
Time Required
Approximately 1 to 1½ hours
Group Size
Five to twelve participants
Materials
One Nominally Speaking Worksheet and a pencil for each participant
Twenty index cards for each participant
A flip chart and felt-tipped marker for recording
Process
Introduce the session by explaining that participants will be using one form of the Nominal Group Technique to focus on defining a problem by evaluating possible solutions.
Distribute the worksheet to each participant. Review the problem statement listed on the sheet (or provide another one for the participants).
Allow approximately 10 minutes for completion of the form and then stop work.
Allow participants to take turns presenting ideas; record these on a flip chart. There should be no discussion or comments made regarding the ideas at this time. Allow participants to contribute any new ideas that may have been inspired by previously stated ones.
Number each item and have participants clarify any questions that others have about any of their ideas. Do not condense or categorize ...
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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.