If you want a classic game to break the ice of newly gathered call center agents, you can play Two Truths and a Lie.
You don’t need print outs or any materials to prepare. The only thing a call center trainer needs to have is a white board marker so he can take note of some observations on the board as the game progresses.
House Rules:
Before playing the game, have everyone commit to be respectful and constructive in giving feedback to the presented statements. Aside from that, make sure that every presented statement will be within moral and legal bounds.
How to play Two Truths and a Lie
Have everyone settled in the training room. You can lead the trainees to arrange the chairs to form a circle or settle for the usual seating arrangement.
Then ask each trainee to prepare three statements in any order and ask them to take turns in presenting the statements to the class.
After presenting the three statements, anyone from the class will have to guess which of these statements are ‘true’ and which of these is the ‘lie’.
The trainee will then confirm and briefly explain why these are his truth and lie statements.
Then have everyone do the same until everyone had the chance to present their statements.
For Call Center Product Training
Follow the same instructions above, but this time, have them present statements related to their product training. This will serve as a review ‘game’ to refresh their understanding of the learned concepts in the Product Specific Training.
How to Process the Game / Activity
Ask the participants how they feel while presenting the statements and their reason for feeling that way. The call center trainer can then use Socratic questions to make the trainees realize how this activity can impact their communication skills as they work as call center agents.
Have you played this game before? What can you say about this game?
Image Credit: Google Images
