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

Chapter 4. It’s a Jungle out There: Stereotyping

Goal

To explore how stereotypes can affect personal interactions. Participants will identify positive and negative traits for various jungle animals.

Time Required

Approximately 45 minutes

Group Size

Five subgroups of three to five persons each

Materials

• Pictures or figures of each of the following animals: giraffe, zebra, lion, elephant, gorilla

• Five newsprint sheets and a felt-tipped marker for the facilitator

• Masking tape for posting newsprint sheets

• One copy of the It’s a Jungle out There Worksheet and a pencil for each person

Process

1. Prior to the session, obtain the animal pictures or figures and place one each at five different tables or stations. Prepare one newsprint sheet with the name of each animal, and post.

2. As participants arrive, randomly assign each to one of the designated tables or stations.

3. Distribute a worksheet and a pencil to each person. Explain that each subgroup is to prepare a list of the traits, both positive and negative, that describe each of the five animals.

4. Allow approximately 15 minutes for group work, giving a 5-minute warning before time expires.

5. For each animal in turn, use a round-robin format to have the groups provide their lists of traits and record the words and phrases on the appropriate newsprint sheet.

6. Facilitate ...