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What's the right setting for delivering Experiential Learning content?
In the blog I wrote last month I tried to address some of the assumptions about experiential learning that seem to be getting in the way of people including elements of this approach in their programming. It seems that the most pervasive of these assumptions is about the physical spaces that are needed to deliver effective experiential content. To ...
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Are your assumptions about Experiential Learning getting in the way of a breakthrough in performance?
My friend and colleague Graham Cook is heading to Florida later this month where he'll be delivering a session at Training Magazine's 'Training 2024' conference and exhibition. His session is titled 'How to Design Behavioral Change Using Experiential Learning Activities'. I'm not going to be alongside him for this conference but that doesn't mean I...
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Continuous Professional Development for Focused Experiential Learning
Most good trainers and facilitators I meet tend to have a strongly developed intuition about the needs of others. It doesn't take long for them to get to understand what will help a student to learn, and how learning material needs to be presented to make it easier for that learning to take place. As these trainers and facilitators become more ...
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What's The Best Seasonal Gift You Could Give?
It’s a question I often read around this time of year, and it inevitably provokes responses from extremes of opinion. There are those who go full-on consumerist and suggest expensive cars, jewellery, homes etc, ideas that are balanced by those who reject these ideas and suggest good health, happiness, close family etc.
So, as I&rsquo...
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How do facilitators work with groups who have had an 'easy win'?
There were some interesting responses to last month’s blog which considered how to handle a session where your group are unsuccessful at completing the experiential task you have set them. For some people this was accepted as very sound advice, and it seems to have taken away some of the ‘fear of failure’ that was out there. ...
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Images of Customer Experience (online version)
Learning Focus
- Change Management
- Customer/Supplier Relations
- Diversity/Cultural Awareness
- Feedback
- Improving Performance
- Working with Conflict
Group Size
2 - 50
2 - 50
Duration
20-40 Minutes
£59.00
Images of Customer Experience (online version) is a fully digital version of our popular physical Images of Customer Experience card deck activity, delivered via the Experiential Learning Tools Platform platform. This digital version also contains the same 16 carefully designed and selected images that have been drawn in an attractive and accessible cartoon style.
The Images of Customer Experience (online version) activity comprises focused visual metaphor images used within customer experience training. It's designed to provoke discussion and encourage learners to consider the emotions and responses related to good and poor customer experiences and customer service skills.
The metaphorical images require some interpretation by learners to encourage them to explore different perceptions, relating it to their own experience and learning from others in the group.
Use this Images of Customer Experience (online version) tool to generate discussion around existing customer service processes and to generate new ideas or solutions to problems, engaging everyone in identifying and understanding a wide variety of positive and negative customer emotions.
Each easily accessible cartoon image was created to represent a feeling or an emotional response and they have been titled with a word that represents that emotion, examples are:
- Disappointment
- Ignorance
- Inclusion
- Delight
The images will work with groups of between 2 to 50 people, either as an introductory activity to sensitise delegates to a range of customer service issues, or for a more focused development of customer service processes, or issues within teams and organisations.
If virtual teams are to succeed there is an increased need to develop a sense of relatedness or connectedness, as well as ensuring each person contributes.
Downloads
- Introduction to customer experience and customer service
- Understanding customer perceptions
- Experience of customer relationships
- Enhancing the customer experience
- Improving customer service skills
This customer experience and customer service training activity contains three copies of 16 carefully designed and selected images that have been drawn in an attractive cartoon style. They are designed to raise interest in, and discussion around, the feelings that we experience as customers when we receive service that is ’noticeable’, whether because it is particularly good or bad customer service. The images are deliberately designed so that participants have to think about them and what meaning might be associated with them - they are open to interpretation.
Each image was created to represent a feeling or an emotional response and so they have been titled with a word that represents that emotion, examples are:
- Cheated
- Conformity
- Cooperation
- Delight
- Disappointment
- Empathy
- Inclusion
- Ignorance (or Inadequacy)
- Interest
- Let Down
- Listening (and Questioning)
- Manipulation
- Passed Around
- Stereotyping
- Trust
- Understanding
Click here for advice in choosing between RSVP Design's other image-based card decks
Activity Contents:
Access via the custom-developed automated online experiential learning platform at https://experientiallearningtools.com/login
One annual product licence with online facilitator guidance, including:
- information and video instruction on setting up the activity and inviting delegates
- information and video instruction on operating the activity and facilitating learning for the group
- suggestions for reviewing the learning
Online access to the (optional) three-part activity which allows between 2 and 50 x participants in a single session to work with the images as follows:
- Part 1:
View all 16 x images, selecting one or more in response to a question posed by the facilitator - Part 2:
- View in turn, the images selected by any or all participants and for them to decribe the reasons behind their selection
- Part 3:
- View the most popular image selections from the group
Automated distribution of images, sent via email to participants. Backup individual links can be copied and shared via messaging or private email distribution.
Unlimited use of the activity within the 12 month licence term from the date of purchase, and use of all materials included for up to one simultaneous learner group of up to 50 x participants.
The ability to add a second Manager (or Trainer) to set-up, edit or run sessions with their own unique sign-on.
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