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

Chapter 20. Poker Face: Nonverbal Communication

Goal

To examine nonverbal communication in terms of feelings and reactions. Participants will play a game of poker while others observe the actions of the players.

Time Required

Approximately 45 minutes

Group Size

An even number of subgroups with three to five persons each

Materials

• One deck of playing cards and poker chips for one-half of the total number of subgroups

• One Poker Face Role Card for each member of the Player subgroups (approximately one-half of participants)

• One Poker Face Hand Rankings Sheet for each participant

• One sheet of blank paper and a pencil for each member of the Observer subgroups (approximately one-half of participants)

• One table for each Player subgroup

Process

1. Introduce the session by stating that poker is a game in which losing and winning can depend in large part on the ability of the player to “bluff” or to act out in a certain way. Participants will have the opportunity to examine the nonverbal communication cues that might occur in these situations.

2. Form an even number of subgroups with three to five persons each. Assign half of the subgroups to be Players and the other half to be Observers.

3. Situate each Player subgroup at a separate table with members of an Observer group surrounding each one.

4. Provide one deck of playing ...