00:15 | eXercISe – tHe HumAn Knot
00:25 | reVerSe tHInKInG
Ask: Is that clear?
Say: You must now work together to untangle yourselves and create 1 circle once again (holding hands with your neighbors and don’t let go!). Go ahead! Transformer note: Once they have been untangled, and a circle has been formed once again, they have completed the exercise. Applaud! Now the exercise has been completed, ask: What did you think about the result of this exercise and what is the main lesson learned following this exercise? Conclude: Each link in the chain is of importance, therefore it can be said that you need everyone to reach your objective/goal. If you don’t communicate with each other, and don’t listen to each other, it will take significantly longer to complete the task than when you communicate. In this exercise, we reached out and connected with each other. Although this is a different kind of “connection” than what we want to do with our guests, it’s a good way to introduce one of the desired guest experiences. Say: Based on this exercise, what do you need to reach certain goals? • Teamwork • Drive • Connection • Respecting and listening to each other
Transformer note: You may use your brand and ser- vice experience guide for more details about reverse thinking. Say: It is safe to assume that it is not just the hotel properties and the beds that make a guest experi- ence. It is this assumption and thought that leads us to the model of Reverse Thinking. Our guests want an environment and experiences that are relevant, in tune and in style with the way we do things today, they want new experiences and memories.
Set up: You need a large open area where the group can freely move about. If needed to make this cultur- ally, separate the men and the women to form 2 groups. Explain the Introduction: A successful change can only happen with teamwork, we must work together, to realize this desired change. The following exercise will allow us to experience the importance of team- work in order to accomplish a unified goal. We must maintain our bond and explorer connection even if the task is challenging and difficult. Say: The exercise you will do today is about mak- ing contact with your colleagues and teamwork. You have to show that you work together well as a group. We will start off as a human knot, and the goal of this exercise is to end up in 1 big circle. In a minute, I will ask you to take each other’s hands, and not to let go throughout the exercise.
Ask: Who here can take a guess as to what Reverse Thinking is?
Say: In many companies, the product is central in everything they do, it drives the key decisions and drives the company forward overall.
Show: Reverse Thinking card and refer to the Service Culture & Experience Guide
Ask: Can you please form a circle?
Say: Reverse Thinking is a new way of looking at the way we interact with our guests. It means that we take the desired guest experience as the starting point for everything we do. Hence, we have devel- oped a more powerful retail store experience during which the guest feels even more welcome, appreci- ated, connected, and part of our tribe. Say: Let’s take a look at this and see how this works for another company, let’s take a mobile phone com- pany for an example.
Transformer note: If you have more than 12 people in the group, divide the group up so that you have 6-8 people per sub-group. Say: Now that you are in circle formation, could you please reach out and hold two hands of different people, not two hands of the same person. You must also not hold the hands of your neighbours directly to your left and right. Now that you have hold of the hands, you must not let go.
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KICK-OFF
PS-Accor-Sofitel-TM-V6.indd 20
01-05-16 23:29
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