101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Chapter 2. Conjecture Lecture: First Impressions

Goal

To examine first impressions and their effect on how people relate to one another. Participants will make assumptions about personal characteristics of other group members based on brief job-related introductions.

Time Required

Approximately 30 to 45 minutes

Group Size

Subgroups of three or four persons each

Note

This activity is intended for participants who have no prior knowledge of one another.

Materials

• One copy of the Conjecture Lecture Worksheet and a pencil for each participant

• Clock, timer, or stopwatch

Process

1. Form subgroups of three or four persons each. Direct the members of each group to count off to determine the order of participation in the activity.

2. Explain that each person will be introducing himself or herself to other members of the group by giving a 1-minute speech focusing on job skills as well as current and former positions. The beginning and ending times for each presentation will be announced.

3. Tell member 1 in each subgroup to begin and then call time after 1 minute. Repeat the process until all members of the groups have participated.

4. Explain that service providers often have only a few minutes of interaction with their customers, but in that short time, impressions can be formed on both sides. The participants now will ...