During introductions, in addition to the normal reporting of name, department, years of service, etc., she asks each participant to share with the class a brief description of the incident they wrote about on the questionnaire. At the end of the four-hour session, she has participants take out the questionnaires again, while she distributes another form (Figure 2). This form asks what skills discussed during the session the service provider in their examples did right or wrong. After allowing time for participants to complete the forms, she leads a discussion on their findings.
Figure 2: Customer Relations
Referring back to the situation you wrote about in the beginning of this session, think about the key points we discussed and answer these questions: • What key points did the person you were dealing with use properly? • What key point or points did the person you were dealing with not use and should have?
101 More Games for Trainers
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