Leadership artifact customer service, values, & working styles
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This document outlines activities for a workshop on customer service values and working styles. The first activity has participants write down their most important material items, people, memories, and goals. They then eliminate these values one by one to discover their top three core values. The second activity involves sorting letters to determine their primary working style - relationship-oriented, structured-oriented, cognitive-oriented, or impulse-oriented. Participants then discuss how their values and styles affect their work and how to use this self-awareness to improve team effectiveness.
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Leadership artifact customer service, values, & working styles
- 1. CUSTOMER SERVICE, VALUES, & WORKING STYLES The domino effect of a happy, no ‘I-d’ team. Presented by: Nicole Cartier
- 2. A SHORT CLIP . . .
- 4. ACTIVITY ONE • Ground Rules: • Personal activity—nothing leaves this room • Silent activity • Consider reflecting personally and professionally as we move through this activity . . . Any others? • Step 1: Organize/ sort your squares into rows by color.
- 5. ACTIVITY ONE (CONT.) • Blue • Think about four material items you value the most. Write down one response per square. • Pink • Write down the four people who are most important to you. • They can be family members, friends, mentors, professors, etc., • Only one person per square (i.e. you cannot put “friends” or “family” on one square because this includes more than one person—please be specific).
- 6. ACTIVITY ONE (CONT.) • Green • Think about four memories that you always want to have and write them down. • Whether they are good, bad, or tough memories you have learned from, do your best to define them. • What about them led you to becoming the person you are today? • Orange • Think about four goals that you find important to set for your future and write them down.
- 7. ACTIVITY ONE (CONT.) • Purple • Write down four places that are important to you; these can include anything from hometowns to residence halls—as long as they are physical places. Now . . . Look over these values for the next few minutes. Think about why they are important to you and the sentiments, memories, or whatever it may be that comes with them.
- 8. ACTIVITY ONE (CONT.) • Take away six values. When you take them away, they are no longer a part of your life (i.e. you never met that person or went to that place; you never had possession of that item; you are not working towards that goal). • Take away five more. Same context applies. • Take away four more. Same context applies. • Take away two more. Same context applies. You should be left with your top three values in life: the values that influence who you are on a daily basis.
- 9. DEBRIEF (CHALLENGE BY CHOICE) • What values are you left with, and why are they important to you? • What values did you find the easiest to eliminate and why? • What did you learn from this activity? Did you discover anything new about yourself? • Do you think these same values will be as important to you in 5, 10, 20 years? • Did you find this activity easy? What about it was challenging? Let’s transition to the next activity . . . • How do you feel your values affect the work that you do?
- 10. ACTIVITY TWO
- 11. ACTIVITY TWO (CONT.) Please total your score for each color based on the numbers you wrote for each letter. For example, if, for the first box, box A, it was number 3 in the row, that 3 counts towards your orange score. *Hint: The total of your four scores should equal 50.
- 12. ACTIVITY TWO (CONT.) • Blue • Relationship-Oriented • Gold • Structured-Oriented • Green • Cognitive-Oriented • Orange • Impulse-Oriented
- 13. DEBRIEF (CHALLENGE BY CHOICE) • How do you feel about your results? Do you agree with them; do you think they’re accurate? • What do you find challenging about working with people with other primary colors? • What does your primary color add to a team? Specifically, what qualities do you feel you contribute to this team? • What do you think are some of the challenges about your primary color? • After looking at some of the characteristics and styles of your primary color(s), what are some of your needs? • With a better understanding of one another and your personal styles, how do you think you can utilize this information to continue to work or improve on working together effectively?
Notes de l'éditeur
- After video debrief . . . Ask: What was going on here? Why did the employees seem so cheerful? What seemed to work in this team dynamic?
- What is The FISH! Philosophy? The FISH! Philosophy includes four simple, interconnected practices: Be There: When people need you, they need all of you. Setting aside distractions and judgments to be fully present is a sign of respect. It improves communication and strengthens relationships. Play: You can be serious about your work without taking yourself so seriously. Play is a mindset more than a specific activity. It allows you to throw yourself with enthusiasm and creativity into whatever you are doing, in a way that is natural, not forced. "Playing” with ideas helps you find solutions to everyday challenges. Make Their Day: Simple gestures of thoughtfulness, thanks and recognition make people feel appreciated and valued. When you make someone else feel good, you feel good too. Choose Your Attitude: To actually choose how you respond to life, not just react, you must be intentional. When you get up, decide who you want to "be" today. Moment-to-moment awareness is key. Ask yourself throughout the day, "What is my attitude right now? Is it helping the people who depend on me? Is it helping me to be most effective?" Through The FISH! Philosophy, we build stronger relationships with the team members we work with, the customers we serve, the students we teach and the people we love. Info. retrieved from: http://www.charthouse.com/content.aspx?nodeid=22610
- To do ahead of time: cut blue, pink, purple, green, and orange construction paper into 3x3 squares (will need enough for each participant to have four of each color)
- Once they have taken the last two away—can no longer be silent.
- Need: Print directions and sheets for participants. Have participants fill out the scoring chart, THEN explain the purpose of the activity.
- After folks have totaled their scores for each color, hand out additional sheets, which contain styles and characteristics of each color. Remind participants that this is a spectrum, and it is likely that we each possess some qualities of each; our dominant color(s), however, are what we possess and demonstrate the most, especially when working in teams.