Chapter 3. Information, Please: Observation and Information Gathering

Goal

Goal

To refine the skills of observation and information gathering. Participants will identify a preselected picture based on information provided by the facilitator.

Time Required

Approximately 30 minutes

Group Size

Five to fifteen participants

Materials

Materials
  • Ten to twelve large pictures of similar content mounted on card stock

  • Prize for winner (optional)

Process

  1. Prior to the session, select ten to twelve large pictures that are similar in content (for example, landscape, house, room interior, individual, group of people) but that have some evident differences, and mount them on card stock. Display these pictures around the room so that all participants can see them.

  2. Introduce the session by explaining that participants will be using information to determine which displayed picture is the one you selected to describe. Tell them that you will provide additional information only when someone requests “Information, please.” Any time a guess is made and the picture is incorrect, that person is eliminated. You may choose to provide a prize to the winner to increase the motivation for participants to make a guess.

  3. Mentally select one picture for which you will provide clues to the participants. Say, “I am thinking of a picture; which one is it?” As soon as someone requests, “Information, please,” you then narrow the pictures down by stating one characteristic that eliminates at least one of the other pictures. (For example, if eight of the pictures have fences in them, you could say “a fence is visible,” eliminating the other pictures.) Begin with broad information that eliminates only a few pictures so that participants continue to ask for more information as the game progresses.

  4. Continue until a participant correctly guesses the selected picture. Provide a prize to the winner, if this option was chosen.

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

    How well did you do in observing the subtle differences among the pictures?

    Why are observation skills an important part of the customer service experience?

    How did the information provided help you select a picture? How did it hinder the process?

    Why are we sometimes reluctant to request additional information?

    What are the implications of not having adequate information when making a decision?

    How can this affect the way in which we meet customer needs?

..................Content has been hidden....................

You can't read the all page of ebook, please click here login for view all page.
Reset
18.226.82.78