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

Chapter 17. Blueprints for Success: Verbal Instructions

Goal

To practice giving and receiving verbal instructions. Participants will follow a series of verbal instructions to assemble a construction from toy pieces.

Time Required

Approximately 30 to 45 minutes

Group Size

Five to fifteen participants

Materials

• One plastic bag and closure for each participant

• Twenty to thirty Lego® pieces (of varied shapes, colors, and sizes) for each participant (Note: All sets must be identical.)

• One assembled construction

• Medium-size box

Process

1. Prior to the session, prepare an identical construction set for each participant by inserting twenty to thirty Lego pieces into a plastic bag and then closing it. Next, assemble a unit using all the pieces from one of the construction sets. Place the construction inside the box so that the open section of the box is oriented to the side, making the construction visible from that end.

2. At the session, ask for a volunteer to provide verbal instructions for the rest of the participants to follow. Taking the person aside, present the box with the construction inside and direct the volunteer to keep the assembly hidden from the rest of the group while instructions are being given.

3. Distribute one construction set to each remaining participant.

4. Explain that the volunteer will be ...