March 2005
Intermediate to advanced
163 pages
1h 51m
English
Content preview from 25 Reproducible Activities for Customer Service Excellence
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25
4
Say It Again
PURPOSE
To demonstrate that how something is said has a dramatic effect on what meaning
people perceive the message to be.
DESCRIPTION
A question is to be repeated by participants a number of different ways, each time
giving it a different meaning.
TIME
15 minutes
RESOURCES
Handout 4.1
PRESENTATION
1. Introduce the activity as a communications exercise that demonstrates that how we
say things is usually even more important than what we say to customer.
2. Ask participants to take turns asking the question, “Can I help you?” Each time,
the participants should give this question a different meaning, as described in ...
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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.