The restaurant staff could have used a round of tennis ball transfer. Then they could see and experience the impact of lack of coordination and collaboration.
You’re probably thinking – what is he talking about? Tennis ball transfer is one of my new and old favorite team building game to use with clients. Each participant holds the end of string attached to a smallish steel ring on which a tennis ball sits. Business types at the end of the rope, now that is a cliché. The task: the group of said business people must take said tennis ball off one stanchion and leverage it down to balance it on another stanchion. Lack of collaboration and coordination results in the tennis ball crashing to the floor instead of being lifted. In this tennis ball game the facilitator, aka I the bald one, takes on the role of the customer. At the end of the game the group rates themselves as delivering poor, ok and extraordinary customer service. Then the customer, me, gives the group feedback. Most of the time the group rates themselves much higher than what I rate them. The rating gap illustrates how the group is disconnected from the truth.
So why do I, the balding bloodsucking coach, make my clients, business people, engage in this activity? Practice! We all can see the wisdom in the epithet of “practice makes perfect.” Even, Malcom Gladwell makes the case for practice in his book The Tipping Point. So are these business people practicing? Do they actually gain customers and increase revenue by playing this game? No. However, like running through tires on a football field, hitting padded stanchions and doing high knee drills this activity replicates a scenario in the game of business. More specifically, Tennis Ball Transfer teaches collaboration. In this game everyone needs to pull at the same time; a lesson that business people could use help in.
I recently worked with a business to improve the relationship and performance between the purchasing, receiving, production and accounting departments. There were myriad of issues confronting the groups. One of them was that parts would get delivered without a packing slip or purchase order. When that happened the receiving department would quarantine the part (put in a particular part of the floor). The theory was that once in quarantine it was not to be touched; however, in reality members of the production department would just go and take the parts because they were needed to complete the project. Oh and did I mention they would not tell anybody? Their action created havoc with the inventory control department and also with the purchasing department being able to track the order. I was brought in to meet with key members from each of the departments. During our meeting I had them play Tennis Ball Transfer. We used the game as a basis for discussion about the impact of different departments on each other and to create methods for improving coordination and support between departments. In this game when there was a disconnect we would dialogue about it, discuss the issues and most importantly learned from.
The most important feature of these stoopid games is that with a good facilitator they can be used as a practice field from which business people can practice get better and improve. All the while games create is a safe environment with no real customer in sight. God knows that business could use more practice sessions like this. Just ask any hapless customer.
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