Newsletter

Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume II, Issue 7

Date: August 1, 2001 - Creativity

As you probably know by now, I like acronyms and especially the one I recently came across.

The following technique gives you a way to control inappropriate, negative input and enhance creativity. When you are in a brainstorming session, be sure to have a 'FISH' with you (not a live one---a rubber, plastic, stuffed, or at the very least, a laminated picture will do).

Place the 'FISH' on the table at the beginning of the meeting. Set the scene by inviting everyone to be positive with their input, remarks, comments, feedback, or suggestions. Make sure the ground rules are clear to each person.

The purpose is to have a discussion/conversation in a positive way to consider as many possibilities as possible, allowing everyone in the room to be heard and accepted.

However, when (notice I didn't say if) someone has a negative remark, such as 'it's not in the budget,' or 'we've tried that and it doesn't work,' or even simply a 'yes, but fill in the blank', write the negatives on the flip chart as a reminder to everyone NOT to use them. Why? Because negative remarks are insidious and stop the free flow of ideas.

This person gets the 'FISH' passed or tossed to him/her. They now have the responsibility of passing or tossing it to the next negative responder--even if it's the boss--who forgot the ground rules! And here's what the 'FISH' represents:

F atally
I nappropriate
S limy
H its

This is very effective when you have participants from all levels of your center in a meeting. It ensures everyone's ideas are voiced and encourages participation!

QUOTE OF THE MONTH: Kind words can be short and easy to speak, but their echoes are truly endless. Mother Teresa

2001 Human Technologies Global, Inc. www.human-technologies.com

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