move the room with energizers
Tools to inject energy into the process, get people moving, and have fun.
Client-centricity” (or “client-focus”) is an approach to business based on putting the client/customer at the center of an organization's philosophy, strategy, and operations. This exercise promotes collaborative exploration and reflection around an organization’s approach to its clients. Participants discuss and share positive experiences they have had as clients, and use this to define their approach to “client-centricity” as a group. They discuss different groups of clients based on needs, and explore how successfully the organization has met those needs in the past. The exercise ends with a prioritization of areas for improvement.
Start the session by explaining its purpose: “to explore and reflect on client-centricity in our organization, and become more client-centric.”
Introduce this basic definition of client-centricity as a broad frame for the workshop. Explain that client-centricity can have many definitions and this is only one broad formulation: “Client-centricity” (or ‘client-focus’) is an approach to business based on putting the client/customer at the center of an organization's philosophy, strategy, and operations.”
Check-in by asking participants to say what they would like to contribute and get out of the workshop.
This session can also be used for working with different stakeholders: e.g., Partner-centricity, Staff-centricity, Customer-centricity.
In order to support participants to think empathically, ask them to recall an excellent experience they had as a client. Why was it so good? What were the factors that led to their satisfaction? Stand around a whiteboard/flipchart in a horseshoe. Ask each of the participants to briefly explain their experience while you write down key factors/words/principles that emerge. This should take about 15 minutes.
While still standing around the whiteboard/flipchart, give the participants the challenge of “defining client-centricity” for their organisation, in one sentence.
Put them in groups of 3-4. Give them 10 minutes. Ask each group to write their definition in clear letters on one A4 piece of paper.
When time is up, bring the groups back and ask them to put their definitions up on the wall. Briefly read out each definition. Invite the group to identify common words and phrases and highlight them as they are pointed out. Explain that these statements represent a shared working definition for this group (even if there are some differences between them.)
Now that they have defined their approach, ask the participants to think about who their clients are. Ask them to take post-it notes and a pen, sit as individuals, and think about the reasons why clients buy their products and services, using the formulation: “Help me…” For example:
When the time is up or everyone has finished, ask them to stick their phrases to the flipchart/ whiteboard/wall, one person at a time. They should group similar reasons together as they are putting them up. You may also need some extra time for grouping once they are all up. In total, this should take about 10 minutes.
Split the group into teams of 3-4. Each team should take one of the post-it groupings. These groupings represent specific types of clients. On a whiteboard/flipchart/projector put up the following categories of client-centric behavior (see reference below):
Teams discuss their client in terms of these categories. When have we succeeded in doing this? When have we failed? Ask them to write down each of the examples on a flipchart or large post-its.
Give them 30-40 minutes to do this, but be prepared to adjust according to the group’s needs.
Give the teams 5 minutes to prepare a short presentation of their key learnings to the wider group. After the presentations the group as a whole should discuss the key areas for improvement that have emerged from the session. Either you or the group should write up and prioritize these areas.
IDOARRT is a simple tool to support you to lead an effective meeting or group process by setting out clear purpose, structure and goals at the very beginning. It aims to enable all participants to understand every aspect of the meeting or process, which creates the security of a common ground to start from. The acronym stands for Intention, Desired Outcome, Agenda, Rules, Roles and Responsibilities and Time.
A short activity to run early in a program, focused on sharing fears, anxieties and uncertainties related to the program theme. The purpose is to create openness within a group. The stinky fish is a metaphor for "that thing that you carry around but don’t like to talk about; but the longer you hide it, the stinkier it gets." By putting stinky fish (fears and anxieties) on the table, participants begin to relate to each other, become more comfortable sharing, and identify a clear area for development and learning.
A team-building activity in which a group is challenged to physically support one another in an endeavor to move from one end of a space to another. It requires working together creatively and strategically in order to solve a practical, physical problem. It tends to emphasize group communication, cooperation, leadership and membership, patience and problem-solving.
When remote work plans are put in place they tend to focus primarily on the technical side of supporting individuals. However, we believe an equally important part of working remotely is redesigning all those in-person interactions for a greater digital experience. Based on our capability of designing many remote experiences and training over 10,000 remote leaders, we have selected some of our top tips and tools, for successful online collaboration and facilitation. We have created the Remote Toolbox: Solo + Team Online Collaboration and we will continue to add tools to this toolbox so please come back and visit regularly.
The purpose of this simple exercise is to demonstrate three key principles useful for creativity and idea generation: quantity is a condition for quality; building on the ideas of others; the ideas we come up with are usually all the same. The format is simple, with small groups standing and drawing apples. At the end of the exercise the whole group reflects and draws out learnings and reflections.
This workshop aims to help participants define, decide and achieve their goals. By supporting participants to envision where they want to be in a number of years on a holistic level, and defining the steps that will take them there, participants get a clearer picture of the action they need to take.