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 91. Seeing STARS: Group Interdependence
Goal
To explore the concept of “co-opetition” (a blend of cooperation and competition) through group interdependence. Participants will unscramble words by finding common missing letter sets.
Time Required
Approximately 40 to 50 minutes
Group Size
Ten to thirty individuals
Materials
One Seeing STARS Card for each participant
One Seeing STARS Card Sets Answer Sheet for each subgroup
One sheet of paper and a pencil for each participant
Small box or large envelope as receptacle for cards
Timer or stopwatch
Flip chart and felt-tipped marker for recording
Prize for the winning group
Process
Prior to the session, prepare the five card sets by duplicating each sheet onto card stock and cutting each sheet into individual cards. (Alternatively, print the letters and identification symbol for each card onto a 3″ × 5″ index card.) Allow a card for each participant with at least one card from each of the five different symbol sets, and place these into a small box or large envelope, mixing them thoroughly. Position a flip chart and felt-tipped marker in a centrally located area of the room.
At the session, explain that the participants will be practicing their problem-solving abilities, first as individuals and then as groups. Do not reveal the name of the activity ...
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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.