W
hen you hear the word “improvisation” or “improv,” what comes to
mind? Many think of comedy, like
Whose Line Is It Anyway? or Saturday Night Live,
which would be correct. However, comedy is only
one by-product of improv. The art and/or science of
improv can be applied to so much more, especially in
staff training. The reality is that we improvise every
day of our lives—some more than others.
Webster.com defines “improvise” as: “to compose,
recite, play, or sing extemporaneously; to make,
invent, or arrange offhand; to make or fabricate out
of what is conveniently on hand.” From the Latin
word of improvisus, it literally means “unforeseen.”
Isn’t it fair to say that we all encounter the “unforeseen” on a regular basis in our daily jobs and lives?
How we deal (or improvise) with the unforeseen is
the true test for how successful and effective we will
be with our internal and external customers.
Improv Training Not a Joke in Business
Using improv techniques and exercises in staff training continues to grow as a popular option in soft skills training in
today’s economic climate. This type of soft skills training “retrains” the brain to actively listen, be open to ideas, respond
quickly in the moment, collaborate, effectively use emotions,
be more engaging, be flexible to change and be more hyperaware of what’s going on around us. All of these skills
contribute to increasing productivity and revenue while building authentic relationships with everyone we work with.
Improv humanizes us by reminding us of our core values
and beliefs that we sometimes forget about because we put
walls up. People want to connect with each other, especially
in the spa industry. Customers want to buy from people they
like. While many brick-and-mortar retailers lose business to
online purchasing options, a spa client clearly cannot experience a virtual facial or massage…yet. Thus, interpersonal
communication skills and the ability to connect are instrumental to an excellent spa experience, and an excellent spa
experience leads to positive word-of-mouth marketing.
The Roots
In the comedy world, improvisers are trained with skills to
spontaneously create a script based on audience suggestions.
They rely on fellow improvisers to collaborate ideas, while
making each other look good, for the purpose of pleasing the
audience with the bonus of relishing in their abilities to
deliver a memorable experience. And while all of us are born
November 2012
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PULSE 41