Customer Service Training IcebreakerAnother customer service training icebreaker just for you. One reason to use an icebreaker is to get people to feel good about themselves, and their role. This positive state of mind, helps overcome some of the objections you may face in your training sessions before you encounter them. Use ice-breakers to get people to open up, as a low risk way of getting people to get used to talking to the group. The best thing At the beginning of a training session , when you are asking people to introduce themselves to each other, ask them to include “The best thing” This helps create a positive state of mind, as it is making your participants focus on good things about their role or their life. So ask them to include • The best thing about my job • The best thing about my company • The best thing about working with customers • The best thing that’s happened to me in the last week ( you set the time-frame) You may be concerned that some people may not have anything positive to say. Here are some tips to help you • Model how you want them to talk about “the best thing” – You are showing them how it’s is done
• If you have any idea who might be the negative people make sure they speak later. In group situations there is quite a bit of pressure on us to conform to what goes before us, so this will reduce negativity • Welcome it! As a trainer one of the benefits of the introductions is that you are starting to build relationships with your participants. If someone is negative, and you understand that from the beginning you can work with that. Don’t let it disrupt the group, but do acknowledge how they are feeling. For more information go to
dealing with resistance
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