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The intervention focused on the non-verbal behaviours as measured in the Customer Service Index and the unit standards of a financial institution (7179). Almost 900 participants (mostly frontline staff) attended the 20 workshops. The four-hour workshops consisted of large and small group activities. The focus of the learning was on the following non-verbal behaviours:
- Friendly
- Warmth
- Respect
- Courteous
- Approachable
- Attentive
- Willing to help
- Professional
- Effective
- Efficient
- Capable
- Confident
The abovementioned behaviours were extracted from the following Unit Standards:
- Professional Image and personal appearance
- Body Language
- Tone of voice
- The use of plain language
- Speaking in a positive manner
- Sense of urgency behaviour
- Acting with energy and enthusiasm
- Respectful, helpful and friendly behaviour
- Confident and confidential behaviour
- Personal manner and creating rapport
Assessors attended an additional workshop whereby they were equipped to assess the abovementioned behaviours in the workplace. One hundred assessors were trained in groups of 10. The assessors received an assessment tool and opportunities to practice during the workshop.
Participants feedback
A reaction evaluation questionnaire was provided to the participants at the end of the workshop to complete. The following dimensions were measured:
To what extent did the theatre workshop assist you in improving the visibility of your non-verbal behaviour such as friendliness, warmth, willing to help and courteousness - 99,5% perceived it as positive
To what extent did the theatre workshop assist you in improving the visibility of your non-verbal behaviour such as confidence, efficiency, effectiveness, professionalism and capability - 98,7% perceived it as positive
To what extent do you view the theatre workshop as an effective and entertaining method of learning - 98,3% perceived it as positive
To what extent did the theatre workshop help you to be more aware of yourself and your behaviour when dealing with the customers - 98,9% perceived it as positive
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