Week 22 | Nov 9-13, 2020
Theme: Real or Imaginary — Skill Building: Presenting Information
Self-Advocacy, Rights & Responsibilities
Theme Activity (5-10 min)
Facts and Falsehoods
- Celebrities are real people but what we know about them isn’t necessarily true
- Celebrity magazines and newspapers don’t always tell the truth BECAUSE...they make money for advertising so if people read the magazine, they make money, even if the things they write aren't facts
- Social media isn’t always true either BECAUSE... people online make money from advertising too so they don’t care if what they post is true either
Being “skeptical” (not believing things without evidence) is smart when it comes to celebrity gossip or things you see online.
Show and Share
Your favorite celebrity or famous person alive today.
<Body Break>
Here are 2 videos about how social media doesn't really show real life. Choose one and talk about it.
- People aren't always showing their REAL life
- People are missing the GOOD in real life by trying to get likes.
- Have you ever counted "likes" on your posts?
- Do you feel better if you get MORE likes, or worse if you get fewer?
- Is this important? Why or why not?
Good newspapers and magazines have fact checkers, publish less often and do more direct interviews with people.
Skill Builder 01
Review the customer problem story
Discuss how to deal with disappointment as a customer
When it’s the product
When it’s the service
PRESENTERS: Ask participants if Frida and George reacted fairly to the waiter. What could they have done instead?
Skill Builder 02
Complete the *conversation for assertive customer self-advocacy
Practice the exchange/dialogs together
Being polite even when you are unhappy about something
1. If you are unhappy with a product is it always the employees fault?
Low or no expressive language – showing displeasure – everyone can practice this
Here is an article on reading others' emotions.
Practice facial expressions to show emotions for:
- Surprise
- Fear
- Disgust
- Contempt
- Anger
- Sadness
- Happiness
Persistence and patience in advocacy
Asking for the next person in command
"Can I speak to a manager?"
Asking for the next person in command can be a good way to find a solution to a problem when you are a customer.
Should you always ask for a manager right away?
What are some scenarios where a manager can be requested?
Getting help to write a letter
Customer feedback doesn't always have to be negative.
How do you show gratitude when you get great customer service?
Here are 10 examples of amazing service!
PRESENTERS: Go over the "Customer Self-Advocacy " script with participants. Fill in the blanks with words from the word bank. Follow up, by taking turns being the Manager and Customer
Review/Planning
