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

Chapter 87. Mind the Details: Individual vs. Team Performance

Goal

To examine how teamwork influences performance. Participants will answer questions relating to visual aspects of common items, first as individuals and then as a team.

Time Required

Approximately 30 to 40 minutes

Group Size

Subgroups of five or six persons each

Materials

• One copy of the Mind the Details Worksheet and a pencil for each participant

• Clock or timer

Process

1. Form subgroups of five or six persons each.

2. Distribute one copy of the worksheet and a pencil to each participant.

3. Tell the participants that each person will have 5 minutes to answer the ten questions alone. Answers are to be recorded in the Individual Response column.

4. Signal for the participants to begin, time for 5 minutes, and then stop the activity.

5. Explain that members of each group now will have 15 minutes to decide on a group answer for each question. These answers will be recorded in the Group Response column.

6. Signal for the groups to begin discussion and time for 5 minutes, giving a 1-minute warning before time expires. Stop the activity.

7. Direct the participants to check the responses recorded in each column against the answers you will be presenting. They are to place an X in front of each wrong response.

8. Reveal the following answers to the questions: (1) Benjamin ...