Learners reflect on their own attitudes toward change and list them in the order they might experience them. In a separate exercise, they prioritize the actions a group might take when faced with change in the workplace.
Learners follow the FMEA process to predict potential failures and to prevent them. This activity uses the example of getting to work to help participants comprehend the concepts and to apply them to their own work processes.
Learners listen to effective techniques to successfully interact with customers via the telephone. They also submit their own suggested replies to customers in various scenarios. Topics include general telephone etiquette, dealing with angry callers, working with confused or unsure customers, and managing voicemail. A quiz completes this customer service activity.
Learners examine the main characteristics of the four financial statements required in accounting: the income statement, the owner's equity statement, the balance sheet, and the statement of cash flow.