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Aim
If you feel your team’s image doesn't reinforce the message your customers expect, or if you've identified customer care issues in the team, this exercise is for you.
Your team will brainstorm its current strengths and weaknesses in relation to team image - and explore what they can do to improve it. Allow around 35 minutes to complete.
Learning Objectives
Team members will be able to…
- understand how team image can affect performance, especially in customer service
- analyze the image that the team projects
- identify ways of improving the team’s image
Preparation
You'll need two flipcharts, or two flipchart sheets stuck on the wall, one titled ‘Our team image: what are we doing well?’ and the other ‘Our team image: what could we improve?’
Place pads of large Post-it notes and pens around the room.
Suggested Resources
- pads of large Post-it notes
- felt-tipped pens
- prepared flipcharts (see above)
- task sheets (attached)
What to Do (15 Minutes)
- Introduce the aim and learning objectives of the exercise.
- Divide the team into subgroups of three or four and hand out the task sheet (attached).
- Ask them to review the image they feel their team currently projects - and write each aspect they think of (positive or negative) on a separate Post-it note.
- Encourage a free flow of ideas – they can use as many Post-its as they want.
- Ask the team to stick their Post-it notes onto the appropriate flipchart. Cluster any similar ideas together.
Review Activity (10 Minutes)
Bring the team back together and use the flipcharts to prompt a review of the kind of image the team currently projects - both positive and negative aspects. Does the reveiw reveal any priority areas? Reflect on what the team does well, and what could be improved upon.
Apply Learning (10 Minutes)
Talk about what can be done to improve the team’s image. Have a brief brainstorm to identify initial ideas for improving team image.
Aim to finish with a list of agreed actions and priorities.
Finally, ask individuals to list three things they could do personally to improve the team's first impression and welcome their customers receive. Encourage everyone to take ownership of improving their team image.
Team Image Review: Task Sheet
Projecting a positive image of your team is important not only for creating good impressions with external customers, but also with other departments in your organization. This exercise prompts reflection on the image your team currently projects and any improvements you could make.
Task
- Visualize your department. Consider the physical environment (layout, décor, cleanliness) and the welcome that your customers/visitors receive (reception and meeting facilities, written communication).
- Think about the positive aspects, or what your team does well, as well as the negative aspects, or what your team could improve on, with regard to the image you project. Write down these thoughts, each on separate Post-it notes. You can use as many Post-it notes as you like.
- After you have finished, stick your Post-it notes onto the appropriate flipchart.
