Archive May 25, 2023

Beneficial and Fun Call Center Agent Training

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call center agents

Call center agent training can bring up visions of boring videos and power points. But as your company’s representatives, your agents need to be engaging and thoughtful in their daily duties. Using the basics of improv can create an environment of inclusion, collaboration and responsibility. Yes, improv training can be highly beneficial for call center employees.

Benefits of improv for call center agent training

  1. Active Listening: Improv emphasizes active listening, a crucial skill for call center employees. Improv exercises train individuals to be fully present, listen attentively, and respond effectively. By honing their active listening skills through improv, call center employees can better understand customer needs, concerns, and questions, leading to more effective and satisfying interactions.
  2. Building Rapport: Improv encourages building rapport and establishing connections with others. In a call center setting, developing a rapport with customers is vital for effective communication and customer satisfaction. Improv helps employees practice building rapport through improvisational exercises that focus on empathy, understanding, and connecting with others. This can result in more positive interactions and enhanced customer relationships.
  3. Thinking on Their Feet: Call center employees often encounter unexpected situations and challenging customer inquiries. Improv training enhances their ability to think on their feet, adapt quickly, and respond appropriately in real-time. Improv exercises provide practice in handling unexpected scenarios, helping call center employees feel more confident and composed during high-pressure situations.
  4. Effective Communication: Improv training places a strong emphasis on clear and concise communication. Call center employees can benefit from improv exercises that focus on expressing ideas, thoughts, and information in a manner that is easy for customers to understand. By developing their communication skills through improv, employees can provide accurate and concise information, reducing customer frustration and enhancing overall communication effectiveness.
  5. Dealing with Difficult Customers: Call center employees often encounter challenging or irate customers. Improv training equips them with techniques to handle difficult situations with grace and professionalism. Through improv exercises, employees learn strategies such as active listening, empathy, and finding common ground, which can be invaluable in defusing tense customer interactions and maintaining positive customer relationships.
  6. Confidence and Empowerment: Improv training helps build confidence and self-assurance. By participating in improv activities, call center employees develop a sense of empowerment, enabling them to handle a variety of customer interactions with greater confidence. This increased confidence can positively impact their performance, job satisfaction, and overall well-being.
  7. Team Collaboration: Improv promotes teamwork and collaboration, which is crucial in a call center environment. Improv exercises encourage employees to support and build upon each other’s ideas, fostering a collaborative and cohesive team dynamic. This collaborative mindset enhances teamwork, communication, and problem-solving skills among call center employees, resulting in improved customer service and employee satisfaction.

In conclusion

By incorporating improv training into call center employee development programs, organizations can enhance their customer service quality, boost employee morale, and improve overall call center performance. Improv’s emphasis on communication, adaptability, and building rapport can lead to more positive and satisfying customer experiences. Afterwards, your team will be happier and more effective communicators, reducing turnover and excelling in your field.

Our team can craft a custom made workshop plan to answer your specific concerns within your call center agent training intentions in mind. So contact us today to get started.

3 Improv Activities for Design Thinking

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Utilizing improv theater practices can encourage and improve design thinking starting with user empathy through creating product prototypes. Not only can it improve design thinking, but the techniques can be easily learned. Therefore, let’s explore 3 improv activities for design thinking below.

Powerful Benefits that Improv Brings to the Design Thinking Process

Improvisors are characterised by quick-wittedness, listening even in high pressure situations and building on the ideas of their team. All of these attibutes are great additions for design thinkers. With an improv workshop, design thinkers can begin to:

  • Empathize more clearly with the design target
  • Increase teamwork and co-work between the participants
  • Improve moods, energy and listening skills
  • Encourage team think by removing pressure and silos

But how?! Great question.

So the good news is that to use improv activities for design thinking is a short presentation away. Most design thinkers can benefit and take away these skills from a workshop. To get started, here are 3 improv activities to use:

Improv Activities for design thinking

Never Miss a Beat

It’s amazing where our minds will wander off too. This activity is great for helping us stay present. It’s called “Zip Zap Zop”. Standing in a circle one person claps and then points at someone else in the circle saying “Zip”. That person then claps and points at someone else and says Zap, third person clap and point, “Zop”, and you bounce that around the circle. Zip, zap, zop, zip, zap, zop, etc. Then try to use your own words, use names, the important thing is you move fast!

Encourage the wild ideas

To do this we need to start saying yes to the ideas that are presented to us and supporting them. We do this with an activity called “I’m going on a picnic”. To do this activity everyone stands in a circle. The first person in the circle turns to the person on their left and says ” I’m going on a picnic and I’m bringing a soda. The next person then turns to the person to their left and says “Yes, and I am bringing ice for the soda”, that third person then turns to the person to their left and says “yes, and I’m bringing a cooler to hold all the ice”, and this repeats until everyone has had a turn.

Empathize With Your Design Target

How do we practice empathy? To see life from someone else’s point of view a good start would be to take on that persons physicality. Humans are great at mimicry. To begin, start by observing someone as they are. You want someone who is unaware they are being observed. Someone outside the window waiting for the bus for example or someone in a video. Take on that persons body posture, sit how they sit, stand as they stand, walk as they walk, then ask yourself, how do I feel? What kind of person do I feel like right now? Let your new body inform your mind. Body first, then mind.

Contact us

Since these exercises help work those muscles and they’re a lot of fun to do, bring it to your team now. Contact us today to learn more about how you can use improv activities for design thinking.

7 Benefits of Improv Training in a Business Setting

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In today’s fast-paced business world, companies are increasingly turning to unconventional methods to enhance communication, collaboration, and creativity among their employees. One such method gaining popularity is improv training. Because it’s derived from improvisational theater, improv training offers a range of benefits that can transform the dynamics within a business setting. Let’s dive into the seven key advantages of incorporating improv training in a business setting.

7 reasons to bring improv training to a business setting

  1. Enhances Communication Skills

    Firstly, improv training fosters effective communication by emphasizing active listening, clear expression, and the ability to think on one’s feet. By engaging in improv exercises and games, employees develop the confidence to express their ideas, listen attentively to their colleagues, and effectively convey their messages. This leads to more productive and efficient communication in the workplace.
  2. Boosts Collaboration and Teamwork

    Secondly, improvisation is all about collaboration. Improv training encourages participants to work together, build upon each other’s ideas, and create something greater as a team. Through exercises like “Yes, and…” – where participants accept and build on each other’s contributions – employees learn to value and leverage the strengths of their colleagues, resulting in stronger teamwork and synergy.
  3. Sparks Creativity and Innovation

    As a result of improv training, individuals and teams unlock their creative potential. By removing the fear of failure and encouraging a “think outside the box” mindset, improv stimulates innovative thinking. It helps employees develop the ability to generate new ideas, adapt quickly to change, and find creative solutions to challenges, ultimately fostering a culture of innovation within the organization.
  4. Develops Adaptability and Resilience

    Improv training cultivates adaptability by training participants to navigate unexpected situations and respond positively to change. Through improvisation, individuals learn to think quickly, embrace ambiguity, and adjust their plans accordingly. This enhances their resilience and equips them with the ability to tackle unforeseen challenges with confidence and composure.
  5. Enhances Emotional Intelligence

    Improv training provides a safe space for participants to explore and express emotions. Through various exercises, employees develop their emotional intelligence, gaining a deeper understanding of themselves and their colleagues. Because of the heightened emotional intelligence, team members experience improved empathy, better conflict resolution, and stronger relationships among team members.
  6. Improves Presentation and Public Speaking Skills

    Basically, effective communication in front of an audience is a crucial skill in business settings. Improv training helps individuals overcome stage fright, build confidence, and develop improvisational techniques that are transferable to presentations and public speaking engagements. By learning to think on their feet and adapt to audience reactions, employees become more engaging and persuasive communicators.
  7. Cultivates a Positive and Supportive Work Culture

    Lastly, the essence of improv lies in creating a supportive and non-judgmental environment. By incorporating improv training, organizations can foster a culture that encourages risk-taking, open-mindedness, and learning from mistakes. This creates a positive and inclusive work environment where employees feel safe to express themselves, collaborate, and contribute their best.

In Conclusion

So, from enhancing communication and collaboration to stimulating creativity and adaptability, improv training offers a plethora of benefits for businesses. By investing in this unique approach, organizations can empower their employees to unleash their potential, foster innovation, and create a thriving work culture. So, why not embrace the power of improv and watch your business flourish?

Our professionals are happy to assist your team in their journey. If you’re ready to get started, then contact us today to get started.

Unlocking the Secrets of Public Speaking

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public speaking

Public speaking can be a daunting task for many, but with the right approach, anyone can become a great public speaker. By applying the Pareto Principle, we can identify the key areas that yield the most significant results unlocking the secrets of public speaking. In this blog post, we’ll explore the essential elements you need to know to excel in public speaking.

Overcome Fear and Build Confidence

To begin your journey as a powerful public speaker, conquering fear and building confidence is paramount. Recognize and confront your fears, and gradually expose yourself to speaking situations. Techniques like deep breathing, visualization, and positive self-talk can help manage anxiety. Start with small speaking engagements or practice in front of supportive audiences to boost your confidence gradually. Remember, confidence is contagious, and it paves the way for engaging and impactful presentations.

Structuring Your Speech

The structure of your speech forms its backbone. Mastering this aspect allows you to present your ideas effectively. Learn the art of crafting a concise and engaging introduction, a well-structured body, and a memorable conclusion. Study various speech frameworks, such as problem-solution or storytelling formats, and understand when to employ them. Practice organizing your thoughts logically to keep your audience captivated throughout your speech.

Developing Engaging Content

Great public speakers understand their audience’s needs and cater to them. Identify your target audience and tailor your content accordingly. Focus on creating attention-grabbing openings and powerful closing statements. Utilize storytelling techniques, anecdotes, statistics, or visual aids to make your content relatable and memorable. The ability to connect with your audience on an emotional level through engaging content will leave a lasting impact.

Mastering Delivery Skills

Delivery skills play a vital role in captivating your audience. Pay attention to your body language, maintaining good posture, using purposeful gestures, and establishing eye contact. Work on your vocal variety, employing changes in tone, pace, and volume to keep your audience engaged. Effective use of pauses, emphasis, and rhetorical devices can elevate your message. Mastering these delivery skills enhances your presence and influence as a public speaker.

Handling Q&A and Improvisation

Public speaking often involves interacting with the audience. To excel in this aspect, develop techniques to handle questions with finesse. Practice active listening, paraphrasing, and providing concise answers. Enhance your ability to think on your feet through impromptu speaking exercises and mock Q&A sessions. Adapt your message based on audience reactions and feedback, showing your flexibility and ability to connect with your listeners.

Learn the Secrets of Public Speaking

Becoming a remarkable public speaker requires a focused approach. By harnessing the power of the Pareto Principle, you can concentrate your efforts on the vital aspects that yield the greatest results. Overcome your fears, structure your speech effectively, develop engaging content, master delivery skills, and handle audience interaction with finesse. Embrace this journey, and watch your public speaking prowess soar to new heights.

Get public speaking coaching one on one or for your team. Contact us to find out how our facilitators can help.

Improv Teambuilding: Why It’s the Best Investment for Your Company’s Growth

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As a corporate leader, you understand the importance of building a strong and cohesive team. A team that works well together not only increases productivity but also boosts morale, engagement, and retention rates. That’s why you invest in teambuilding activities that help foster a collaborative and inclusive workplace culture. However, have you considered improv teambuilding as the best investment for your company’s growth?

Improv teambuilding is a powerful tool that helps employees develop essential skills such as communication, adaptability, creativity, and problem-solving. Improv is not just about being funny; it’s about learning to think on your feet and work together as a team to create something out of nothing. By participating in improv exercises and games, employees can develop the following skills:

Takeaways from Improv Teambuilding

Communication: Improv requires active listening and effective communication. Team members must pay close attention to each other’s cues and respond appropriately to create a cohesive scene.

Adaptability: Improv is all about being flexible and adapting to unexpected situations. In a business setting, this translates to being able to pivot quickly when faced with unexpected challenges or changes.

Creativity: Improv encourages creativity and thinking outside the box. By learning to think creatively, employees can generate innovative ideas and solutions.

Problem-Solving: Improv requires team members to work together to solve problems in real-time. This skill is invaluable in a business setting where quick thinking and problem-solving can mean the difference between success and failure.

In addition to developing essential skills, improv teambuilding also provides numerous benefits to your company.

Takeaway skills from Improv Teambuilding Events

Increased Collaboration: Improv requires team members to work together and support each other. By participating in improv exercises, employees can develop a strong sense of teamwork and collaboration.

Improved Morale: Improv is a fun and engaging activity that can boost morale and improve employee engagement. Happy employees are more productive and more likely to stay with your company long-term.

Enhanced Creativity: Improv encourages creativity and can help employees think outside the box. This can lead to new ideas and innovations that can benefit your company.

Better Communication: Improv requires active listening and effective communication. By participating in improv exercises, employees can develop better communication skills, which can lead to clearer and more effective communication in the workplace.

Investing in improv teambuilding is one of the best decisions you can make for your company’s growth. Not only does it provide essential skills development, but it also provides numerous benefits to your company, including increased collaboration, improved morale, enhanced creativity, and better communication. So why not give your team the gift of improv teambuilding today and watch your company soar to new heights?

Get Started

Bring in an improv teambuilding for your team today. Contact us to discuss your needs and how we can help.