Prior to the session, duplicate the worksheet pages and cut each in half to produce two separate worksheets. Prepare enough copies of each worksheet to provide one for each member of a subgroup, while giving a different worksheet version to each subgroup.

At the session, explain that analogical thinking helps generate ideas by focusing on similarities between a topic and something completely different. Participants will use this creative approach to look at customer service in a fresh, new way.

Form subgroups of five to eight persons each.

Distribute one copy of a worksheet and a pencil to each participant, assigning different analogies to each subgroup.

Explain that each person is to complete the worksheet by listing three ways in which customer service can be related to the item listed. Individuals will have 5 minutes to complete the assignment.

Allow approximately 5 minutes for completion of the task, giving a 1-minute warning before time expires.

Explain that members of each subgroup will have approximately 15 minutes to discuss their individual responses. They are to compare answers and look at examples of why these responses were provided. As a final step, each subgroup is to identify the best five responses to report to the larger group.

Allow approximately 15 minutes for discussion, giving a 2-minute warning before time expires.

Ask each subgroup in turn to report the top five responses selected. After all subgroups have reported, ask for some examples of responses that were not selected for the final list for each analogy.

Facilitate a discussion with the whole group by asking the following questions: