Chapter 17. Blueprints for Success: Verbal Instructions

Goal

Goal

To practice giving and receiving verbal instructions. Participants will follow a series of verbal instructions to assemble a construction from toy pieces.

Time Required

Approximately 30 to 45 minutes

Group Size

Five to fifteen participants

Materials

Materials
  • One plastic bag and closure for each participant

  • Twenty to thirty Lego® pieces (of varied shapes, colors, and sizes) for each participant (Note: All sets must be identical.)

  • One assembled construction

  • Medium-size box

Process

  1. Prior to the session, prepare an identical construction set for each participant by inserting twenty to thirty Lego pieces into a plastic bag and then closing it. Next, assemble a unit using all the pieces from one of the construction sets. Place the construction inside the box so that the open section of the box is oriented to the side, making the construction visible from that end.

  2. At the session, ask for a volunteer to provide verbal instructions for the rest of the participants to follow. Taking the person aside, present the box with the construction inside and direct the volunteer to keep the assembly hidden from the rest of the group while instructions are being given.

  3. Distribute one construction set to each remaining participant.

  4. Explain that the volunteer will be giving an oral description of the pieces and steps to follow in assembling a construction that is identical to the one in the box. Do not make reference to the participants’ ability to ask questions, but if questions are asked, they are allowed.

  5. Direct the volunteer to begin.

  6. After the construction has been fully described by the volunteer and reproduced by the participants, stop the activity and have the volunteer reveal the construction from inside the box. Ask the participants to compare their individual constructions against the model.

  7. Facilitate a large group discussion by asking the following questions:

    How did you feel while the instructions were being given? Why do you think these reactions occurred?

    How closely did the individual constructions fit the model? What factors contributed to this?

    What could have been described better?

    If people asked questions, in what way did the questions help clarify information? If no one asked questions, why did you choose to refrain from doing so?

    How does this activity relate to giving and receiving information during the customer service experience?

    What actions can we take to improve our ability to give instructions? To receive instructions?

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