STEP 3
Plan your interaction
How do you want to achieve your objective?
Years ago, my team thought up a daring concept to improve the motivation and attitude of the staff at a large department store. The company had already tried several different ways to improve the customer friendliness of its people, but nothing seemed to work. The management now looked to us to provide effective training that would turn this unsatisfactory situation around.
What we came up with was something completely out of the box. It was not really a training, more a kind of ‘big-brother’ experience in a double-decker bus, in which the staff were central. We wouldn’t ...
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