Famous Cards for Everyone

LEARNING ACTIVITY (allow about 20 minutes)

Purpose:
To help the participants focus on their vision, their mission, and their key measures. It's also an opportunity to practice drawing.

Materials:
At least one sample baseball card for everyone in the group (you could use cards from another sport but I'm partial to baseball cards).

Blank index cards for each person as well. More than one is recommended in case they need to do-over an early attempt.

Process:

Review the sample baseball card. Identify what makes it so useful. What does it report? Note the picture - what does it say about the person on the card?
Write your vision and/or mission at the top of the back of your card. Do your best to keep it to ten words or less. If you don't currently have a mission, now's the time to write one!
Think about what is important about what you do for a living and how those things are measured. Identify 3 to 5 key measures that you are held accountable for.
Write a place on the back of the card to record your key measures for several periods of time. For baseball cards it's seasons (years) and that may be true for you as well. Or, it could be months or fiscal periods. You decide.
If you know you know your key measures results, record those on your card. If you don't know them, how could you find them out? Do that.
The fun part! Draw your picture on the front of the card. You might want to practice on scrap paper first. Do your best to express something about WHO you are, professionally, in your picture. It could be a serious drawing, a characature, or even a very elementary stick figure. Do your very best.

As always, be creative!

Debrief:

What did you learn?

What does your picture say about you?

What do your key measures say about you?

Could you have picked different key measures?

If your key measures were completely up to you, would they be the same as they are now?

-- doug smith

doug smith training: developing creativity

You are welcome to use this learning activity in any context that you like. When you do, please cite it as:

Famous Cards for Everyone, Learning Activity by Doug Smith of Doug Smith Training.
(c) 2015 douglas brent smith

Comments

The Goal Sequence

Every goal leads to another goal. If you've achieved your goal, the next goal gives you increased opportunity to grow. If you've missed your goal, the next goal gives you a chance to learn and correct. Nobody achieves all of their goals but every goal gives you something. Get that goal done and see what great goal comes next. -- doug smith

Seriously

If you take your goals seriously they will take you where you need to go. -- doug smith

A Winning Game

It would be nice to win the game. But, do you ever feel like you're in a game that keeps shifting the rules and making it easy to make progress but impossible to win? You've probably noticed lots of game elements creeping into service. Points, incentives, expiring coupons followed by new expiring coupons, leader-boards...on an on a relentless attack on service comes from playing a game designed -- you guessed it -- to maximize profit. If the customer is happy, fine, but the point is to make money. Not to put too fine a point on it but that's a lousy point. What if there could be something better? What if customer service excellence became playing a game where the customer always wins and that makes you happy? You don't have to. "give away the store" to achieve a winning game for all of the players. Just stop stacking the rules against customers and watch how much more they will want to do business with you. -- doug smith

Early Is Great

When is the best time to achieve a goal? Achieving a goal on time, on the deadline, is great. What's even better? Achieving a goal early. It's the surest way to achieve it at all. Early is great, so you're never late. -- doug smith

The Games We Play

Last week I had some fun, with two different classes, in an activity to re-invent games with no losers. The only other condition was that each game also had to be fun. As it turns out, competition is not necessary in order to have fun. The creativity won the day as games developed without any losers. Imagine that. Playing a game without disappointment. Playing a game of cooperation, of collaboration, of mutually beneficial outcomes. It's possible. It's fun. And, there are no side-effects. The games we play form us in ways we may not expect. If we can invent more games, more situations, more relationships where everybody wins imagine what a world that would be. -- doug smith

Better Representation

The best customer service comes from products and services that work flawlessly and do not require heroics from the customer OR the service rep. -- doug smith

Competition?

I often ask my classes "What's the difference between conflict and problem solving?". The leading answer is "competition." Conflict is a problem with opposing solutions. Two opposing goals. Competition. That can still be resolved, but it may need to be managed. Recognizing what you've got is a good start. -- Doug Smith

Go Get It

It might seem that all you need to achieve that goal is a little help. A bit of a boost. Someone to provide feedback and encouragement. You're right. If all you need is a little help to achieve your goal, then definitely go get that help. The person who could help you really does want to help you. -- doug smith

Enthusiastic Support

You can achieve many great goals on your own. Getting help from others will increase your successes. Why would anyone help you? Maybe if they owe you a favor, but much more likely it's when your goal ignites something in them. Lights up their enthusiasm. Makes them more motivated. A poorly written goals is easily ignored. A great goal, one that is clear, gains interest and support. Write a great goal and see what it attracts. Great goals gather enthusiastic support. -- doug smith

Win Some More

Everybody likes to win. Can we win when it's not even a competition? Sure we can. When we can will without requiring that someone else lose, the win is magnified. Celebrated. Treasured. Try saying the words "you win" and see how it changes the outcome so that you win, too. It's not surrender -- it's collaboration. -- doug smith

doug smith training

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