We help your people get on better with your customers

By first helping your ensemble (team) get on better with each other. This then decreases your customer acquisition costs. Reboot your teams and think differently through rebootr's Applied Improvisation.
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Jan ’22: Impact of Omicron on customer-facing staff

Due to the current voluntary lockdown and staff shortages, customers rely more on the phone to deal with service providers. And customers are increasingly anxious, intolerant or frustrated. This stresses staff more, impacting their performance.

So some fun, useful and effective calming circuit breakers takes a load off your staff and nurtures them, so they can 🄰 sustainably manage change, stress and anxiety. 🄱 This helps decrease overall stress within their ensemble (team) and increase cohesion. 🄲 This helps them better handle customers with empathy and quickly respond to anything unexpected, 🄳 so they can maintain and increase their levels of productivity. And increasing the chances of keeping your current staff.

‘GETTING ON BETTER WITH EACH OTHER’ IN ACTION

through the listening exercise/game ‘0 to 10’.

in 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.

LISTENING

They are more focused on where others are at, and less on themselves (that is, they become more present).

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AWARENESS

Then they become more aware of how they influence the conversation, and also pick up on the other person’s cues more.

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CONNECTING

In other words, they speak everyone else’s language more.

TRUSTING

And they are more likely to develop greater trust between each other.

“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.

THERE ARE ONGOING COSTS TO BUSINESSES WHOSE STAFF AREN’T LISTENING TO THEIR CUSTOMERS THE BEST

Kickstart session with Peter May and members of the CBD Sydney Chamber of Commerce Credit: Michael Thompson Photography (thanks Michael!)

Average listening by customer service staff signals that your business sees relationships more as a transaction. Who does this? Those where management does the barest of recognition and listening to staff themselves.

Like the adage: ‘people leave people, not jobs‘, as a result, they’d would incur higher than average staff turnover, which add extra recruitment costs.

And in an employment environment of labour shortages with the add on decreased ability to replace staff easily, your front line staff are more important in 2022 than previous years.

So, how to fix this? Improve internal listening and understanding in all directions.

The health of your organisation is essential for keeping good customers coming back.

See your teams working more cohesively and productively in 2022 with rebootr improv.

“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

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

Just wanted to say a big THANK YOU for organising this morning’s session.

I was never reluctant, but I did have a small thought [that] an hour and a half being quite a long time and so many things on the to-do-list… BUT I enjoyed it immensely, the time flew by, and it was super-worthwhile as both a team-building exercise and an individual brain-rejuvenator.

Team Member, Australian Institute of Botanical Sciences, Royal Botanic Gardens and Domain Trust

Eric ran a four-week Improv@Work program with the sales team to facilitate communication and team building, as we worked from home due to COVID.

The course was extremely fun. It helped us to think more positively about how we communicate with each other and with our clients.

It also helped to strengthen and renew our bonds, as we remembered why we all love each other’s company.

I would recommend Rebootr for any business looking to strengthen team bonds, and facilitate better communication between staff and clients.

Thanks Eric!

Laura Athena Walker, Account Executive, EzyCollect

I attended Eric’s workshop, and was impressed with how connecting and fun it was, how it was a very different way of exploring teamwork, team dynamics, communication and collaboration, and how it produced much laughter in the process.

I saw an enhanced opportunity for teams to work together even online, having light-hearted fun while supporting their mental health and connection.

So I sought his guidance to running some short improv activities at the start of a workshop that focused on group healing and resolution through lightheartedness and fun, after years of conflict and challenge. He guided me through two improv activities.

They worked amazingly. The group relaxed more than they had in a long time.

They laughed and reflected on their group dynamics, and obtained key insights into how they interact together.

It set the foundation for more honest sharing and conversation.  …

I would definitely recommend Eric for coaching and guidance, and for teams and groups looking for fun, connection, greater well-being and an opportunity to learn about their own dynamics.

I would also recommend improv to enhance collaboration and for general team-building. And also if you are a facilitator who would like to include some different and fun improv activities as a small component of your workshops.

Tulsi van der Graaff, Partner, Brave People Soutions

WHAT IMPROVISATION IS, AND HOW IT’S ESSENTIAL FOR BUSINESS

“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

“I talk about improv as being yoga for your social skills or being loud noisy group mindfulness.”

Kurt Nelson, Ph.D. and Tim Houlihan

Second City Works

Rebootr utilises Applied Improvisation (different to comedy improv), which is used as professional skill development in movement training, psychotherapy, the military, and the workplace.

AI is a safe non-judgemental and non-consequential environment where anxiety and fear decrease, and non-threatening P2P connections and experiences of how to be with others increase. It is sometimes called ‘the Flow’ or ‘the Zone’. And the process of this relationship-building is near 100% experiential. This all makes AI easier to absorb and put to work straight-away. Because your people remember how they felt and what worked for them.

AI helps you:

  • understand where your people are at (or why they act a specific way)
  • creatively imagine how well your teams could be working or performing at
  • find exercises/games for clarity and more positive group mindset.
  • notice people’s changes.

Then use these same games to improve relationships with customers, suppliers or management, and create an unconditional positive regard throughout your organisation.

After the program, tailor and adjust more long-term behaviours so they impact customer relationships better with the most appropriate metrics.

HOW IMPROV IS USED IN BUSINESS

Three ways customer service can use improv, and one general overview in most areas of business.

ENSEMBLE COLLABORATION, SUPPORT AND RISK TAKING

❝Embrace the ensemble: there’s an important axiom in Improvisation, ‘Always take care of your partner’. … Take responsible risk: most decisions have to be made with imperfect information anyway. Use your ensemble to help you solve vexing problems and support you when things go wrong.❞

DEALING WITH AND MANAGING CHANGE

❝Orlikowski says, “Organisations that stay flexible take advantage of new opportunities, explore new ways of working, and resolve unanticipated consequences.”❞

HOW TO LEAD WITH SERVICE IMPROV

❝”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 USED WITHIN FORTUNE 500 COMPANIES

❝We give them tools to create a ‘Yes and’ culture. ‘Yes and’ is a principle of improv that emphasizes building upon what someone has just said instead of ignoring them and going in your own direction.❞

LET’S DO THIS TOGETHER: What our role is

  1. We listen to what you need to overcome and the changes needed for your teams.
  2. We collaborate on a custom program to get you there.
  3. We measure the initial results (e.g. ensemble “yes, and”-ing each other more) and longer ensemble results (e.g. NPS rating, # return customers).
  4. We see how you can lock in the changes.

KICKSTART SESSION

Just get people back to having fun together. ▶︎

STANDARD PROGRAM

Aim for the goals of the ensemble, hit the obstacles, and help your teams connect better with customers. ▶︎

INDIVIDUALISED SESSIONS

Sharpen those people skills to keep problems away, and hit specific issues holding your ensemble back. ▶︎

 

Want a quicker and easier way to get your people getting on better with each other?

Download an ‘Improv@Work’ asset to start implementing a collaboration game into play for your ensemble right away.

And your ensemble can become more creative, and ultimately, more productive.

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