See your staff get on better with their clients, buyers and guestsSee a decrease in the level of conflict they have, and a reduction in your customer acquisition costs. Reboot your teams and think differently through rebootr's unique Improv@Work™ BOOK YOUR TASTER SESSION
The team started to communicate in trust each other and be more open with each other. And that was a springboard for a new game plan, which we’re now rolling out in 2022. – Paul Brasch, GM
WHAT IMPROV@WORK™ WORKS ON, WHERE OTHERS OVERLOOK
The experiential nature of improvisation elevates your existing work culture using exercises that are charged by active listening. With that, you get a stronger and more solid team culture. You can then extend this space to customers, clients, guests, suppliers etc.
“[Improvisation] is the ability to create and implement a new or an unplanned solution in the face of an unexpected problem or change.”
MIT Sloan Management Review
“Improv [is like] being yoga for your social skills, or loud noisy group mindfulness.”
Kurt Nelson, Ph.D. and Tim Houlihan, Second City Works
However, we find that existing ‘good’ team culture and communication may not be that done and dusted. Some common examples are colleagues:
◇ waiting for the other person to stop speaking so they can interject their opinions instead.
◇ using ‘but’ as a way to not accept other ideas (and therefore the organisation missing out on existing potential).
◇ keeping their judgements at the forefront while conversing.
◇ not respecting other people’s boundaries.
These and more are often just accepted as the way things are done. So in the end, culture doesn’t reach its full potential.
It doesn’t have to be like this.
Improv gives people the tools to sort out these baselines in a psychologically-safe and fun way (fun being the key to success).
Through improv, your teams have the tools to listen more to where others are at, are more in ‘the flow’ with others, and build on their relationships long-term.
HOW IMPROVISATION ACTS QUICKLY ON CULTURE DURING A SESSION
The learnings and realisations from improv come within the exercises/ games, as everyone starts out as just them with no prior issues or baggage.
Everyone gets time to say what they experienced, and figure out what worked for them. We help people link these to their work situations, overcome any issues or make a good situation even better.
Now everyone has a bevvy of tools to now use instantly. Now they may go straight to a meeting and find people listen and are open to ideas previously squashed. Maybe the IT team is less antagonistic with the marketing team (and vice versa) and a new collab start.
‘GETTING ON BETTER WITH EACH OTHER’ IN ACTION
through the listening exercise/game ‘0 to 10’.
Within just 4-8 minutes of improv, they go from starting to listen to trusting each other more.
This is what we are looking for: changes in behaviour and/or thinking we can build on.
HERE’S HOW IT HAPPENED
⓵ They are more focused on where others are at, and less on themselves (they become more present).
⓶ Then they become more aware of how they influence the conversation, and also pick up on the other person’s cues more.
⓷ In other words, they speak everyone else’s language more.
⓸ And they are more likely to develop greater trust between each other.
EXAMPLES ON HOW IMPROV@WORK™ IS APPLIED
Step 1: Take care of yourself first. Break down internal team barriers and issues, and/or let new onboarded team members feel more incorporated into the team’s culture.
New team members sometimes don’t blend with existing teams, and this can lead to higher turnover.
SOLUTION – apply improv tools to:
- work on listening, accepting and building on others ideas, and
- “make others look good”.
People take each other into account more, laugh together more, help and collaborate more, and enjoy each others company. A team that feels more inclusive and less internal problem making stays together.
Step 2: positively effect what happens on the other side of the table, desk, phone or counter with any type of customer, through a strong and unified team culture.
It’s hard to keep up exceptional customer service in the face of unexpected or negative customer interactions.
Internal team improv exercises provide the solid base so when presented with the unexpected, there is more chance of taking the initiative and solving the problem in real time.
Build a empathetic and internally good working culture to be in ‘the flow’ with customers, and come to a resolution that makes both you and them “look good”. Expect overall performance to increase, and fewer people to leave.
And they’re fun to do, and keep doing. That’s the key for their impact.
“The power with what you’re doing is you’re addressing things that no one’s solved.” – conversation with a sales manager of a Sydney cloud IT security firm.
THE IMPACT OF IMPROV@WORK™ ON HOW PEOPLE WORK
The Improv@Work session was great fun! Even though we have a cohesive team, it helped us bond further.
I can see great benefit in it being a catalyst for smoother, easier communication, as well as a support mechanism to enhance positive communication and culture.
Omar Afiouni, Chief Strategy Officer, MAP Institute
“So you let go of knowing you don’t need to know things, you’ll work it out, and … letting everybody do it in a team, because everyone has something to contribute. You’re able to listen to everyone’s creativeness, because you let go of the fear. And you [can] identify anyone in the team who has that fear, and [this game] brings out their child in them. That then enables them to also create what they really would like. So thank you.” – Buyers Agent, Sydney CBD
HOW IMPROVISATION IS USED IN BUSINESS
How using service improv helps you lead better
❝”I need you to go past your lines and come from who you are, not what you recall.” Excellent customer service comes from going beyond the basics to “come from who you are.” Elsa knew how to do her job “by the book,” so she could do it “by the customer.”❞ ►
IMPROV@WORK™ PACKAGES AND PROGRAMS
HOW WE DO EACH PACKAGE AND PROGRAM IN 4 STEPS
- We listen to what issues your team needs to overcome, and the changes needed.
- We collaborate on a custom program to get you there.
- We measure the initial results (e.g. “yes, and”-ing each other more) and longer results (e.g. NPS rating, # return customers).
- We work out together how you can lock in the changes to get greater ROI.