Building Relationships to Build Better Interactions

1. Building Relationships to Build Better Interactions Lesson Storyboard

2. Slide #1 Group Formation Onscreen Content Gather all employees is teams of three. Try to mix up gender, race etc. This will help them deal with many different an sometime difficult scenarios, that they will face in life. Detailed Script This is the beginning of my training. You need to establish teams of 3 or more. This will help employees handle many more scenarios then in larger groups. Try to mix up gender, race etc. This will help them deal with many different possible scenarios and personalities. We want to make sure that they are trying their best and that they can put aside differences. Interactivity / Navigation Continue to the next slide

3. Slide #2 Group Discussion Onscreen Content Have each group talk amongst themselves and answer each others questions about themselves, so they learn more about each other. Of course questions need to be acceptable for the work environment Detailed Script Doing this is important because gathering these groups will help start to build relationships within each group. This is important because the primary goal of this training is to build these relationships so interactions have a positive outcome. This is here because to start out with the group interactions first helps set the foundation for other interactions, like with customers etc. Interactivity / Navigation Previous slide next slide

4. Slide #3 Individual Group Discussion Onscreen Content After all scenarios have been chosen have all the groups split off and start to brainstorm ideas. Ask the groups to place in the order they want to complete each scenario. Detailed Script This is very important because this starts having the groups divide up the scenarios and discuss the order they want to complete them. So this starts to build up relationships within each of these groups. Because building up stronger relationships helps create a better final product. Team work is key to success. Interactivity / Navigation Previous slide next slide

5. Slide #4 Scenario Role Play Onscreen Content http://www.youtube.com/watch?v=0mXKgTEKPgU Give the groups half hour or forty five minutes on their first scenario. This time frame helps move along the communication stage of each scenario within each group, (after all we don’t want to be here forever). Detailed Script Before they split up please click the link for them to watch the video. By having the groups discuss the first scenario it starts to divvy up the responsibilities of each member building on their overall group effort. This doesn’t put too much strain on each member but it also builds up communication and delegation. In order for them to succeed they need to work together. Interactivity / Navigation Previous slide next slide

6. Slide #5 Peer Review Onscreen Content After the individual group breakout sessions, have all groups come back and have the groups perform their scenarios. The other groups will be the judges. Have each of them take notes on observations and issues that they feel the group has encountered. Detailed Script Discuss with all the groups that they are going to be judging their fellow peers on each of their role plays. Make sure you make good observations and you are able to back it up. Now please have a group volunteer to go first. Let them know that they can take a reasonable amount of time to act out the scenarios. This is important because this helps build up esteem and their repertoire for interactions. Interactivity / Navigation Previous slide next slide

7. Slide #6 Group Observations Onscreen Content After all groups have performed their first scenario have all groups reconvene together and discuss their observations. Make sure they understand the importance of communication of the observations. By creating an open line of communication you are starting to build up yourself and your skills. http://www.youtube.com/watch?v=SEZ-lscJO1M Detailed Script When all groups have gone, gather them together and open up a discussion meeting. If they talk amongst themselves it creates the learner-driven environment we want. This is important for the first scenario because the groups can use the observations for their next scenarios. By having the trainees review each others scenarios, it builds up problem solving skills that can be used in real life. Problem solving is the biggest skill that is required in the workplace, and if they can perform it here during this role play, then you are taking a step into the right direction. Before they split up please click the link for them to watch the video Interactivity / Navigation Previous slide next slide

8. Slide #7 Customer Interaction Onscreen Content Now that the review process is done have the groups select their next scenario to perform. Detailed Script After the groups made their selection let them know that there will be a stipulation with the following scenarios. Tell them that they will be interacting with real customers that will know the scenario. If you mention that there are numbers on the back of the cards and let them know that the number corresponds with the customer they are going to be role-playing with. Interactivity / Navigation Previous slide next slide

9. Slide #8 Customer Interaction 101 Onscreen Content Before you send the groups out to discuss their last scenarios you must describe to then what is a good and a bad customer interaction. View the picture to the right. Detailed Script Explain to the groups about customer interactions. The good and the bad interactions need to be addressed. There is no set rule for an interaction they are strictly based on reactions of the customer, people skills and other means. People skills can’t really be taught the only thing you can do is let them know what is expected. People are different and therefore they tend to act differently and form their own opinions. But also remember personalities tend to clash so be sure to maintain a civilized tone. Once again have them split off and discuss the scenarios. Interactivity / Navigation Previous slide next slide

10. Slide #9 Customer Service Onscreen Content http://www.youtube.com/watch?v=MBj_mA0asik Have all the groups to return. Once the groups return have them watch the video to the right. After the groups return make sure they let you know what number scenario they are going to be performing. Have the corresponding customer join the group to see id the employees can interact with real customers. Detailed Script The customers will have a basic understanding of what is expected of them. The customers would have known which scenarios they are going to act out. This will help with seeing how plans can change. This is important because having employees being able to adjust together on the fly you build up these strong bonds and they can bounce alternatives off each other through body language etc. Interactivity / Navigation Previous slide next slide

11. Slide #10 Customer Scenarios Onscreen Content Now for the remaining scenarios have the groups act them out while always taking notes and making observations on their own. But now incorporate the customers that have participated. Customer feed back is a very good source of information. You get first impressions and also last impressions on how the employee were performing during each interaction. Having a positive interaction will build up loyalty of the customer and open up more communication, because communication is key. Detailed Script This is probably the most important part of the exercise. Having the customers form their own opinions, helps with seeing the big picture. By obtaining insight on the big picture, employees will gain real life knowledge and be able to use it throughout their lives. Interactions are important whether they are negative or positive. Interactivity / Navigation Previous slide next slide

12. Slide #11 Final Discussion Onscreen Content Finally after all scenarios have been performed, gather all the groups together again and invite the customers to be part of the discussion as well. Have all the groups discuss their observations first, then have the customers discuss their own observations. Getting the point of view from each party helps shed light on the overall problem you are encountering. Detailed Script This is the most important part of the learning process, feedback. Feedback is key to having much more success down the line but also you learn not only from your co workers but also the customers you will be facing in you life, whether it is face to face or online. All the skills gained from these scenarios you will be able to take with you more knowledge that you can pass on. By providing good customer interactions you can better influence those all around you. Lead by example. Use what you have learned here and continue to influence people.