Transcript Isn`t It All Just Improv, Anyway?

How Improv Can Take
Customer Service to the Next Level
ROI: Richard Oberbruner Improv
Second City Trained Improviser
Job / Career / Life Coach
Library Patron
Other Library Improv Workshops
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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
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.
http://www.webjunction.org/explore-topics/customer-services.html
Finding a Fresh Perspective
http://www.flickr.com/photos/seeminglee/4556156477/
The 5 Elements of Improv
• Trust
• Communication
• Acceptance
• Building
• Spontaneity
Each game we play has elements of each.
Objective #1
Recognize & utilize
the elements of improv
to enhance daily interactions
Objective #2
Make the shift from
“Right or Wrong Thinking”
to seeing your options as
“Better Choices & Best Choices”
Objective #3
Move toward a
“Yes, and” attitude,
Allow for free flow
of communication
Objective #4
Explore resolution of everyday
customer service scenarios
Objective #5
Discover the value of laughter
when facing uncertainty
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Regular
Emotions
Silent
Eyes
Sending and receiving
emotions:
Gestures 55%
Tone
38%
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
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.
Say What You Mean, Mean What You Say
One Word Sentences
• Key Improv Element: Communication
• Participants build dialogue by exchanging
only one chosen word at a time
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 ~
Office Hugh More
• Bonds the staff
• Levels the hierarchy
• Breaks tension in a stressful,
deadline-driven environment
“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.
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.
Solving a problem
Working with a community partner
Training a new employee
Brainstorming ideas
Applying “Yes, and…” Thinking
Coaching for improved performance
Resolving complaints
Introducing a service
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Conducted Emotion
• Key Improv Element: Building
• Four demonstrative participants stand side-byside, each given a specific emotion with which
to express themselves verbally about a given
topic when pointed-to by the facilitator.
Library Statue
• Key Improv Element: Building / Spontaneity
• Three participants connect physically and hold
their positions for audience to interpret the
meaning behind their poses.
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.
True in Improv, True in the Workplace:
“I made the best choice I could,
next time I’ll make a better choice”
http://www.flickr.com/photos/prettyfnmess/2725674288/
http://www.flickr.com/photos/modgirl/4795225576/
http://www.slideshare.net/JohnnySchaefer/generations-workplacecharacteristicspdf