Management Communication

GIVING INSTRUCTIONS TEARING PAPER EXERCISE

(ICE-BREAKER OR DEVELOPMENT ACTIVITY)
This exercise can be used in any workshop that focuses upon
Communication skills in particular where skills need to be developed
or refreshed to deliver instructions and/or guidance.
Examples: Management Training, Technical Helpline Training,
Customer & Sales Training, etc.
Request that the group participate in a short exercise lasting no more
than 5 minutes. Explain you have a simple task for them to complete
and this requires their full attention.

BRIEFING INSTRUCTIONS - TEARING A SHEET OF PAPER

To begin the activity:
1. Give each individual a sheet of A4 paper
2. Ask if they would be willing to participate in a simple experiment,
lasting approximately 2/3 mins, which involves 2 simple rules.
(a) They must follow your instructions and not ask any questions
(b) They must do this with their eyes closed
3. Tell them that the activity will now commence tell them to pick up
the A4 sheet of paper
4. Tell them to close their eyes and follow your instructions (no
peeping!)
5. Tell them to fold their paper in half and then tear off the bottom
right corner of the paper.
6. Tell them to fold the paper in half again and then tear off the upper
right hand corner.

7. Tell them to fold the paper in half again and then tear off the left
hand corner.
8. Tell them to now make a tear half way down the folded paper
9. Instruct them to open their eyes and display the unfolded paper to
each other. (There is a great probability that they will not be the same)
*NB It may be useful for you to either do this exercise at the same
time as giving the instructions, or have a piece of A4 sheet of paper
which you have carried out the tears on previously. You can then also
compare what result you would have expected them to achieve had
they followed the instructions as you had.

DEBRIEF
De-brief around the following questions:
Ask the group for their feedback:
What words in the directions could be interpreted in different ways?
How could the directions have been better stated, so as to reduce the
ambiguity involved?
How can we encourage staff/customers to raise questions for
clarification when they dont understand?
(Have a little fun with group to develop rapport - if met with a little
resistance or questioning to the explain it was a training exercise to
emphasise a learning point)
KEY LEARNING POINTS
Communicating something quite simple (effectively giving 4 basic
instructions as in previous exercise) can not always guarantee the
desired outcome.
Communication is quite a complex and variable skill and continually
needs attention in whatever task you are carrying out.

SUMMARY
This activity demonstrates that there is a significant danger to even
simple instructions being misinterpreted by the recipient; especially if
ambiguous words are used or the recipient does not (or cannot) ask
for clarification.
Challenges of Management (Role Play Scenarios)

The following scenarios are designed to develop group debate for

Management Trainees and/or can be assigned to delegates
individually to consider and present back their recommendations on
how they would deal with the situation outlined.
1. Your manager is unhappy that a member of your team has been late
for work on 3 occasions during the last 2 weeks. On each occasion the
reason they have given has been different and appears credible.
How would you handle this?
2. You have received feedback from 3 of your team who are unhappy
at the aggressive way another Coach talks to them while you are not
around.
What steps would you take to address this feedback with the Coach
and your Team members?
3. Your Line Manager has asked for your ideas and support to
communicate a business need to change the shifts and working times
of your team. The changes involve more people needing to working
weekends and evenings which are likely to be unpopular.
What would you recommend & how would you support the changes?
4. Your teams morale is low, due to recent enforced changes in their
shift patterns and working times. Sickness rates have increased and
productivity is also below previous standards.
How would you address this?
5. You have been notified of a Public Transport Workers dispute that

will result in Trains or Buses not running to the Call Centre next
Monday. It is estimated this will severely affect the ability of approx.
30% or your team getting into work on that day.
What would you do?
6. A new system is to be introduced to your department requiring
changes to working procedures. You have been asked to be part of the
implementation team to plan the introduction of the system and
develop the changes to the procedures.
How would you approach this task?