Customer Service Week Activities
Activity: | Two-Way Communication Challenge
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Materials: | Drawing Guides
Pads
Pens
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Notes: | This simple exercise illustrates the importance of two-way communication in a very visual and often humorous way.
The challenge consists of a two-part activity. In the first part only one-way communication is used. And the results are often disastrous. In the second part, two-way communication is used and the results are much better.
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Directions: | Divide your group into teams of two. Have each team arrange their chairs so that they are back to back.
Give one person on each team the Drawing Guide and the other a pad and pen.
One-way communication. Ask the team members with the Drawing Guides to direct their partners in drawing an exact duplicate of the shape on the Drawing Guide. But remember, this is one-way communication so no questions can be asked.
When the teams are finished, ask the participants to compare their drawings with the shape on the Drawing Guide. A lot of laughter generally accompanies this step.
Two-way communication. Next, explain that you will try again with a new shape and this time, teammates may speak freely to share information. Questions and clarifications are allowed.
When the teams are finished, ask the participants to compare their drawings once again. Teammates will be delighted to see how much better they did.
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Discussion: | Take a few moments to discuss the importance of two-way communication in this exercise and ask participants for examples of how these principles apply to their daily interactions with customers. For example:
- How does this activity relate to our daily work with customers?
- How can we use two-way communication to improve customer service?
Click here to print the Drawing Guides.
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