IMPROV: TRAINING
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tomers will help to build relationships and improve the bottom line. l Being a Good Partner: To be successful in today’ s business, it’ s essential to become“ partners” with clients by adding value to their experiences. Being able to“ think outside of the box” to uncover client needs will help grow a business. There are many improv exercises that focus on re-training the brain to explore and heighten ideas. Improv also stresses the importance of treating others like“ rock stars” through exercises that focus on treating others like they are amazing and, in turn, we will look amazing for doing so. It’ s about engagement and engaging clients to come back.
Doing It There are a variety of tools and learning resources available to learn how to apply effective and engaging improv to training programs. The best resources are local improv classes and workshops led by improv practitioners. Classes will get you in the mindset for this style of training.
Bringing in an improv training company to facilitate staff training is also a great way to get everyone involved instead of a manager having to lead it— this allows management to“ roll up their sleeves” and participate with the team.
While the exercises can be read about or watched on
YouTube videos, the best way to learn is to“ Do it,” a common phrase in improv. We often say,“ Don’ t talk about building a boat. Build the boat. Show us.”
Benchmarking Training Success The best way to measure improv training is by monitoring sales and comment cards after continuous training. One session will not increase sales overnight. Whether it’ s yoga, massage or customer service, practicing techniques over time will increase competency and productivity. The same thing is true for improv.
Investing in training for your spa staff that improves listening, emoting, relating, supporting and thinking will lead to repeat customers who will spend more, recommend and endorse your spa. Additionally, employee turnover will remain low and effectiveness will remain high. After all, who wouldn’ t want to work in a place or spa where learning and laughter are encouraged? n
GINA TRIMARCO CLIGROW is president of Carolina Improv Company( CIC) which provides entertainment and improv-based training in the areas of customer service, team-building and sales and leadership. Originally from Chicago and currently living in Myrtle Beach, South Carolina, Cligrow has 20 years of experience in the entertainment, hospitality and tourism industries as a trainer, general manager, marketing director and television producer. In addition to Carolina Improv Company, she owns and operates a cabaret-style improv comedy club( Uptown Theater) in Myrtle Beach.
Improvisation Exercise
First Word / Last Word
Participants work in pairs to have grammatically incorrect conversations for the purpose of learning how to actively listen to every word they say to each other. If one person says“ I like ice cream,” his / her exercise partner has to start the next line of dialogue with the word“ cream” and might say,“ Cream in my coffee tastes good” and so on.
As a team, you have to focus on listening to each and every word to accomplish the exercise. The true learning occurs during the post discussion(“ debrief”) of the exercise, led by a trained facilitator, to help the participants understand what they learned from the exercise.
Just the simple question of“ How did that feel?” by the facilitator opens all kinds of feelings and emotions, such as“ I had to be in the moment” or“ I couldn’ t think ahead about what I wanted to say. As soon as I had a new idea, my partner changed it with his own.” Do this exercise and active listening will increase immensely.
44 PULSE n November 2012