Chapter 62. A CAP-ital Idea: Creative Action Planning
Leader
It is important to encourage service representatives to approach problem solving from different perspectives. A team problem-solving session that encourages members to generate a variety of solutions can spark creative responses. A creative problem-solving approach helps individuals acquire a broad, encompassing outlook that will aid them in meeting the needs of both internal and external clients.
Action
Solicit new and different ideas from the customer service team by implementing a Creative Action Planning (CAP) session. This brief meeting (approximately 15 minutes) should have a single agenda item, which is to quickly generate ideas around an immediate business issue.
Select and confirm a single issue.
Give each person a pad of large self-stick notes and have him or her spend 5 minutes generating ideas independently (one idea per sheet).
Ask each team member to present his or her ideas by putting the notes on the wall (or flip chart).
With the group as a whole, prioritize or integrate these ideas, creating Plan A, Plan B, and Plan C.
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