Activities Ideas & Concepts

1. Problem solving strategies - the learner (or learners) are given a problem and will choose a solution. If you decide to go with the first few days of the course students working individually, learning a few basics, answering questions and such, getting feedback, then, the participants should be formed into groups to solve problems and work through scenarios the second week.
2. Scenario based training, situations, role-playing - (Sample activity for Week 2)
   a. Short video clips of two individuals, one is a customer service representative with the company, the other is a customer or individual in the company. Show different video clips of two people communicating, one with a supplier, one with an outside contractor, one with another employee, and videos with other types of customers as called for. Even communications in group settings can be covered. The first clips should show the learner the right way to communicate. Then show examples of the wrong way to do things, using different incorrect procedures. (first tell the learner that these are incorrect). You can include scenarios of typical, unusual, and difficult communication encounters.
   b. Content can then be taught, how best to communicate with customers and anyone else the company wants to train on, perhaps adding communication with others in the company, peers, subordinates, and supervisors. This content would incorporate Bill Amos' already formulated training.
   
3. Guest Interviews
4. Brainstorming
5. Peer Teaching
6. Complete a Case Study
7. Create a Case Study
8. Practice with Discussion
9. Brief Readings
10. Role Playing
11. Simulation Exercises
12. Trigger Audio or Video
13. Critical Incidents
14. Debate
15. Quality Circles
16. Snowball Group
17. Basic Knowledge and Skills Game for course introduction (Sample activity for Week 1)
    
18. News Release Activity (Sample activity for Week 3)

Other Items

1. Include practical exercises in this training to test the response of the learner to different situations.
2. Ensure you assess the learning, the product, and the facilitation.
3. Generate feedback to and from the learner.
4. Perhaps get ideas from customers and other contacts.