Card Games for Developing Service

Citation

(2001), "Card Games for Developing Service", Industrial and Commercial Training, Vol. 33 No. 4. https://doi.org/10.1108/ict.2001.03733dab.006

Card Games for Developing Service

Card Games for Developing ServiceKeywords: Service quality, Games, Training techniques

Card Games for Developing Service by Gayle Stuebe and Susan El-Shamy, published by Gower, is a learning resource consisting of 40 games and activities for developing service effectiveness, designed around two decks of cards. The 52 Service Interaction Cards present behavioural characteristics for effective front-line customer or client service. The 52 Service Environment Cards present behaviours that support and encourage a service-focused culture.

Card Games for Developing Service has been developed for people working in a variety of service environments – public or private, sales or administration.

Each card has an eye-catching headline, an illustration, a short paragraph describing a particular behaviour, and a question or two for the user to answer about their own service behaviours or those of the team. The cards require the players to use their senses of touch, sight and sound.

Both decks of cards contain four sections. Each of the sections includes a mix of "Do" cards – behaviours to practise and develop, and "Don't" cards – behaviours to be aware of and to avoid.

The 40 games in the collection include discussion games, card sorting and assessment games, acting and artistic games, as well as games that focus on how to apply the behaviours directly at work. There are also four board games that make use of the double-sided A2 games boards, printed on untearable paper.

Each game includes a learning objective, explanatory summary, approximate running time, directions for play, variations and debriefing questions. All of the games make use of the "Developing Service" cards and facilitators have the option of using one or both decks, for most games.

For further details, contact Gower Publishing Limited, Gower House, Croft Road, Aldershot, Hampshire GU11 3HR. Tel: +44 (0)1252 331551; Fax: +44 (0)1252 344405; E-mail: info@gowerpub.com Web site: www.gowerpub.com