SeSSIon 18 | communIcAtIon, drAW mY PIcture Learning Objective: Find more ways to make a guest feel welcome
Explain: By listening, summarizing and probing, you will identify your guest’s precise need!
Say: We are now going to do an exercise that tests our listening, probing and summarizing skills, but also shows us the dangers of jumping to conclusions. Jumping to conclusions is dangerous because we are making assumptions - the killer in communication.
Set uP 10 min Indoor Team
Divide the group into pairs. Give each pair 2 pieces of A4 paper. Make sure that the partners cannot see each other’s paper.
mAterIAlS A4 PAPER
Explain: You will now tear your A4 sheet in half to create 2 A5 pieces. You are not allowed to see your partner’s face or their drawing. One partner will be the ‘artist’; the other will be the ‘counterfeiter’. The artist should draw a picture and tell the counterfeiter exactly what he/she has just drawn so that they can draw it too. Say: You are not allowed to share the drawing with one another. Please keep the drawing confidential, and no peeking! And also no asking questions! Transformer note: You will now remove the drawings from the pairs. Explain: We will now do this activity again. This time the counterfeiter is allowed to ask questions, probe and summarize after the artist explains what he/she just drew. Continue to hide the drawings and do not share them visually yet. Hand the pictures back to the groups, making sure not to reveal the pictures yet. Explain: Now that you have concluded this exercise, I’d like to ask you to sit facing each other. Please do not talk. I am asking for 100% silence in the room. Do not discuss anything with your partner yet.
Crayons or pencils
SeSSIon BrIeFInG Say: When we ask our guests a wide range of open questions, we will get a lot of answers. When our guests tell us something, we need to listen! We have already practiced asking the right questions. This session is about ‘listening, summarizing and probing’ and the importance of not jumping to conclusions.
Ask: What is the benefit of listening? Possible answer: The guest feels taken seriously and welcome.
Ask: What is the danger of jumping to conclusions? Possible answer: The danger of jumping to conclusions is that you don’t really know what the guest needs/wants. You are assuming. You need to continue asking probing questions to get to the bottom of what the guest wants. Ask: What is the benefit of summarizing? Possible answer: You can check with the guest if you understood him/ her correctly and you give the guest the feeling that you have listened. Ask: What is the benefit of probing? Possible answer: Probing helps you to find out precisely what the guest wants.
Say: You may now share your first drawing – the one you could not ask questions about - with your partner, side by side.
64
MODULE 2 I AM GENUINE
PS-Accor-Sofitel-TM-V6.indd 64
01-05-16 23:30
Made with FlippingBook flipbook maker