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How Improv Can Take Customer Service to the Next Level ROI: Richard Oberbruner Improv Second City Trained Improviser Job / Career / Life Coach Library.

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Presentation on theme: "How Improv Can Take Customer Service to the Next Level ROI: Richard Oberbruner Improv Second City Trained Improviser Job / Career / Life Coach Library."— Presentation transcript:

1 How Improv Can Take Customer Service to the Next Level ROI: Richard Oberbruner Improv Second City Trained Improviser Job / Career / Life Coach Library Patron

2 Other Library Improv Workshops PLA Philadelphia, 2012 Carmel Clay Library, suburban Indianapolis Metropolitan Library System, Oklahoma City Suburban Chicago: Highland Park, Orland Park, Hinsdale, Waukegan, Niles, Palatine BIO B.A. English Lit, U of Wisconsin Second City Training Center, Chicago

3 LIBRARY CUSTOMER SERVICE As our profession contemplates the future of libraries, a recurring theme surfaces: that the public trust and faith in the institution is not so much about information retrieval or document management as it is about the intangibles— the place the relationships the environment for learning It is top-notch customer service that will sustain and grow libraries.

4 Finding a Fresh Perspective

5 The 5 Elements of Improv Trust Communication Acceptance Building Spontaneity Each game we play has elements of each.

6 Objective #1 Recognize & utilize the elements of improv to enhance daily interactions

7 Objective #2 Make the shift from “Right or Wrong Thinking” to seeing your options as “Better Choices & Best Choices”

8 Objective #3 Move toward a “Yes, and” attitude, Allow for free flow of communication

9 Objective #4 Explore resolution of everyday customer service scenarios

10 Objective #5 Discover the value of laughter when facing uncertainty

11 Zip Zap Zup Zip Zap Zup Zip Zap Zup Zip Zap Zup Regular Emotions Silent Eyes Sending and receiving emotions: Gestures 55% Tone38% Words 7%

12 Word Association Activity Key Improv Element: Communication Facilitator prompts individual or group to say first word that pops into their head(s) based on the word facilitator spontaneously says. Build a Sentence / Build a Mission Statement Key Improv Element:Building

13 Dr. Know-It-All Key Improv Elements: Communication & Building Four people stand side-by-side and answer a question or explain a process one word at a time building a complete thought. The last person adds punctuation.

14 Say What You Mean, Mean What You Say

15 One Word Sentences Key Improv Element: Communication Participants build dialogue by exchanging only one chosen word at a time

16 Success Magazine May 2012 “An Office Where Funny Business Is Encouraged” Why workplace teams that share laughs do better and more profitable work. ~ Stephanie Dolgoff ~

17 Office Hugh More Bonds the staff Levels the hierarchy Breaks tension in a stressful, deadline-driven environment

18 “Yes, and…” Thinking Brings positive energy to the workplace. Affirms and expands possibilities. Endorses acceptance of what has been said. Moves conversation forward constructively. Helps create partnerships within the workplace and within the community.

19 Yes, and… vs. No, but… Thinking Key Improv Element: Acceptance Yes, And - Two character scene where each completely agree or positively reinforce what the other is saying. No, But - Two character scene where each completely disagree or negatively reinforce what the other is saying.

20 Applying “ Yes, and …” Thinking Training a new employee Resolving complaintsCoaching for improved performance Working with a community partner Introducing a service Solving a problem ? Brainstorming ideas

21 Conducted Emotion Key Improv Element: Building Four demonstrative participants stand side-by- side, each given a specific emotion with which to express themselves verbally about a given topic when pointed-to by the facilitator.

22 Library Statue Key Improv Element: Building / Spontaneity Three participants connect physically and hold their positions for audience to interpret the meaning behind their poses.

23 Entrances & Exits Key Improv Element: Spontaneity Two character scene where conflict develops: one character leaves and another enters to interact with the remaining character. That character leaves when conflict develops only to be replaced by yet another character, etc.

24 True in Improv, True in the Workplace: “I made the best choice I could, next time I’ll make a better choice”

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