The Big Book of Huddle Energizers
Ideas to enliven your huddle
Contributed by employees of Citibank Singapore

Table of Contents

Service Value # 1 – Make Each Interaction Personal ................................................. 6 Energizer: Hebrew Numerology ................................................................................... 6 Energizer: Brain Teaser ............................................................................................... 9 Energizer: Human Treasure Hunt............................................................................... 10 Energizer: Secret Hat Trick ........................................................................................ 11 Energizer: Accentuate the Positive............................................................................. 11 Energizer: Name Game.............................................................................................. 11 Energizer: Heart to Heart ........................................................................................... 11 Energizer: Guess my Body Language ........................................................................ 11 Energizer: How to Say Hello in Different Languages ................................................. 12 Energizer: Good Morning Game ................................................................................ 12 Service Value # 2 – Maintain A Professional Image ................................................. 14 Energizer: You Look Marvellous ................................................................................ 14 Energizer: First Impressions ....................................................................................... 14 Energizer: Your Professional Image Assessment ...................................................... 15 Energizer: Beauty Pageant ........................................................................................ 16 Energizer: Know your Grooming ................................................................................ 16 Energizer: How are you Perceived? ........................................................................... 16 Energizer: Discussion exercise on maintaing a Professional Image .......................... 17 Service Value # 3 – Anticipate Client Needs ............................................................. 18 Energizer: Barriers to Listening .................................................................................. 18 Energizer: Know your customer ................................................................................. 18 Energizer: Yes or No .................................................................................................. 18 Energizer: Word Association ...................................................................................... 18 Energizer: Learning from Sharing .............................................................................. 18 Energizer: Story ......................................................................................................... 19 Energizer: Crossword Puzzle ..................................................................................... 19 Energizer: Never Have I Ever ..................................................................................... 20 Service Value # 4 – Be the Voice of Citibank ............................................................ 21 Energizer: E-Mail Etiquette............................................................................................ 21 Energizer: LISTEN TO LEARN ..................................................................................... 24 Energizer: Oops Theater ............................................................................................ 25 Energizer: Vocal Charade .......................................................................................... 25 Energizer: Charade .................................................................................................... 26 Energizer: Be Positive! ............................................................................................... 27 Energizer: Telephone Ettiqutte ................................................................................... 27 Service Value # 5 – Demonstrate Genuine Care ....................................................... 27 Energizer: Delight Consultants ................................................................................... 27 Energizer: I Feel For You ........................................................................................... 28 Energizer: Role Play................................................................................................... 29 Energizer: Broken Telephone ..................................................................................... 29 Energizer: Pass the ball ............................................................................................. 29 Energizer: Blindman’s Fold ........................................................................................ 29 Energizer: Role Play II................................................................................................ 29 Energizer: Sweet Serenade ....................................................................................... 29 Service Value # 6 – Never Lose a Client .................................................................... 30

Energizer: We value our customers ........................................................................... 30 Energizer: Down the Stairs ......................................................................................... 30 Energizer: Customer Service Means… ...................................................................... 31 Energizer: If I Could Do Anything ............................................................................... 31 Energizer: Keeping your Clients ................................................................................. 32 Energizer: Bean Toss ................................................................................................. 32 Energizer: Know Your Client ...................................................................................... 32 Energizer: Truth or Lie................................................................................................ 32 Energizer: Look the Part............................................................................................. 32 Energizer: Story ......................................................................................................... 32 Service Value # 7 – Exercise Empowerment ............................................................. 33 Energizer: Empowering Workplace Characteristics.................................................... 33 Energizer: Exercise your Rights ................................................................................. 33 Energizer: Spin a Tale ................................................................................................ 33 Energizer: Mahjong Tower ......................................................................................... 33 Energizer: Charades/Pictionary .................................................................................. 34 Energizer: Best Match ................................................................................................ 34 Energizer: Oscars....................................................................................................... 34 Energizer: Chocolate Puzzles .................................................................................... 34 Energizer: Sharing...................................................................................................... 34 Energizer: Huddle Exercise ........................................................................................ 34 Service Value # 8 – Build for the Long Term ............................................................ 35 Energizer: Accentuate the Positive............................................................................. 35 Energizer: Teamwork ................................................................................................. 36 Energizer: The Longest Line ...................................................................................... 36 Energizer: Building a Good Foundation...................................................................... 37 Energizer: Team Game - Taboo ................................................................................. 37 Energizer: How Body Smart Are You? ....................................................................... 37 Service Value #9 – Invest In Learning ....................................................................... 38 Energizer: The Gift of Gab ......................................................................................... 38 Energizer: Line Dancing/ Electric Slide ...................................................................... 39 Energizer: Star Awards .............................................................................................. 40 Energizer: Crossword puzzle ..................................................................................... 40 Energizer: What’s the moral of the story? .................................................................. 43 Energizer: Team Game – Taboo II ............................................................................. 43 Energizer: Brain Teasers............................................................................................ 46 Energizer: Get The Ball Rolling .................................................................................. 47 Service Value # 10 – Demonstrate Teamwork & Personal Accountability ............. 47 Energizer: Survival Simulation Game ......................................................................... 47 Energizer: Sharing...................................................................................................... 50 Energizer: Blind Polygon ............................................................................................ 50 Energizer: Team Synergies ........................................................................................ 51 Energizer: Deal or No Deal ........................................................................................ 51 Energizer: Treasure Hunt Game ................................................................................ 51 Energizer: Dominos .................................................................................................... 51 Energizer: Pen Puzzle ................................................................................................ 52 Energizer: Boogle ....................................................................................................... 53 Energizer: Hand in hand............................................................................................. 54 Service Value # 11 – Reach for Excellence ............................................................... 54

Energizer: Assets and Opportunities .......................................................................... 55 Energizer: Who Said What ......................................................................................... 55 Energizer: Guiding Your Mates .................................................................................. 56 Energizer: Easter Eggs Hunt ...................................................................................... 56 Energizer: Exercise to illustrate the limitations of traditional problem solving............. 56 Energizer: The spotlight puzzle – encouraging innovative solutions .......................... 56 Energizer: Energizer content ...................................................................................... 56 Energizer: Huddle Game ............................................................................................ 57 Service Value # 12 – Support Change and Growth .................................................. 59 Energizer: Pattern Recognition Brain Teaser ............................................................. 59 Energizer: Human Scrabble ....................................................................................... 60 Energizer: Observe your Partner ................................................................................ 60 Energizer: All about banks ......................................................................................... 61 Energizer: Group Exercise ......................................................................................... 61 Energizer: Story ......................................................................................................... 62 Energizer: Creative Thinking Game ........................................................................... 63 Service Value # 13 – Be an Ambassador................................................................... 64 Energizer: Bingo! ........................................................................................................ 64 Energizer: Corporate Social Responsibility ................................................................ 65 Energizer: Treasure Hunt ........................................................................................... 65 Energizer: Addicted to Chocolates ............................................................................. 65 Energizer: Join Us! ..................................................................................................... 66 Energizer: Think Postive ............................................................................................ 66 Energizer: Brain Power .............................................................................................. 66 Service Value # 14 – Be Responsible for Safety and Security ................................ 66 Energizer: Acronyms Game ....................................................................................... 66 Energizer: Anti-Phishing PHIL .................................................................................... 66 Energizer: Computer Security Terms Crossword Puzzle ........................................... 67 Energizer: What’s wrong with this picture? ................................................................. 68 Energizer: Know Your Information Security Related Acronyms ................................. 72 Service Value # 15 – Think and Act like an owner .................................................... 72 Energizer: THE OWNER, THE PLANNER ................................................................. 72 Energizer: Run a Café ................................................................................................ 73 Energizer: Building a Stable Foundation .................................................................... 73 Energizer: Do you trust me?....................................................................................... 73 Energizer: Know your Products .................................................................................. 74 Energizer: Broken Telephone ..................................................................................... 74 Energizer: Displaying Ownership ............................................................................... 74 Energizer: Discussion Article ...................................................................................... 76 Energizer: Cross Word Puzzle ................................................................................... 78 Energizer: Find The Hidden Words ............................................................................ 79 The Citibank Experience............................................................................................. 80 Energizer: The Citibank Experience ........................................................................... 80 Energizer: Citibank Experience Vs. External Experience ........................................... 80 Energizer: Service Values Self-Assessment .............................................................. 82 Energizer: Delight your customers ............................................................................. 82 Energizer: Group Exercise - Aligning our values ........................................................ 82 Energizer: The 3 aspects ........................................................................................... 83 Energizer: TABOO! .................................................................................................... 83

Other useful activities ................................................................................................. 84 Associate the icon to the value ................................................................................... 84
Associate the service value to the right icon. You can use this as an exercise to help your group memorize the values! ..................................................................................................................................................................... 84

Word Puzzle #1 .......................................................................................................... 85 Fill the Jar ................................................................................................................... 85 More Useful TIPS ......................................................................................................... 86 Secret Recipe to a Great Huddle ............................................................................... 86 4 Easy Steps to Improving Your Huddle..................................................................... 86 Helpful links for ideas to energize your huddle ........................................................ 87

Service Value # 1 – Make Each Interaction Personal Energizer: Hebrew Numerology
This is a very accurate, specific, ancient, scientific system (not numerology) that can be traced back over 6,000 years when it was used solely by the royal families of China, the Hebrew countries and Egypt. The main use at that time was for the naming of the royal children, to ensure they were given positive names that would benefit them in their life. Your name is affecting you every single day in many different ways, positively or negatively.
1 A J S 2 B K T 3 C L U 4 D M V 5 E N W 6 F O X 7 G P Y 8 H Q Z 9 I R ****

C H A N 3 8 1 5 17

M E I 4 5 9 18 17 + 18 + 24 59 5 + 9 14 1 + 4 5

L I N G 3 9 5 7 24

YOUR NAME NUMBER IS "5"

CHECK YOURSELF!!!!! Name Number 1 A Born Leader You will have to play the role of the leader; the world will look to you for strength. You are courageous; use it to carry out your idea. On the other hand, if you cannot be at

your best self, you display the traits of a dictator – aggressive and domineering. A noble life could be yours if you follow your natural inclination to assert yourself. Name Number 2 Cosmic Peacemakers You have a cooperative spirit and delight in community projects. Your duty is to help establish peace. You are sensitive and intuitive to others' feelings, you are able to ferret out the secrets of others, but also soothe their troubled feelings. When you are not able to express your true self, you display the trait of a hypocrite - deceit and ignorant. The number 2 signifies togetherness, sharing, relationships, harmony, peace, intuition, tuning in, co-operation, teamwork, duality and also indecision. Name Number 3 A Teacher You have an artistic and creative nature, making it possible for you to see the beauty in life. Words and actions are the natural expression of your ideas. When you disregard your inner voice, you scatter your talents and wasting your time away. Your mission in life is to reveal the beauty of life to the unenlightened. The number 3 signifies fun, cheeky, loving social situations, fast vibrant conversation loves a challenge, works well under pressure, good memory, and strong conceptual imagination. Out of balance a 3 will create pressure to work under, is argumentative, judgmental, critical, and impatient with slower people. Name Number 4 The Constructor The symbol of your expression is the square. You are always busying working on your career, your happiness and adding values to your society. There may not be much glamorous ports of call for you for your work is always at hand. You will only be making your life difficult if you rebel against this mission. On the other hand, by meeting your destiny with a smile, enjoy the trills of your constructive efforts, view the world in peace and contentment, you will be rewarded with your good deeds. The number 4 signifies regular, consistent, trustworthy, loyal, organized, orthodox, conservative, cautious, structured, slow, methodical, and dependable. Out of balance a 4 will be stuck with the rules, regulations, pernickety or stubborn.

Name Number 4 The Constructor The symbol of your expression is the square. You are always busying working on your career, your happiness and adding values to your society. There may not be much glamorous ports of call for you for your work is always at hand. You will only be making your life difficult if you rebel against this mission. On the other hand, by meeting your destiny with a smile, enjoy the trills of your constructive efforts, view the world in peace and contentment, you will be rewarded with your good deeds. The number 4 signifies regular, consistent, trustworthy, loyal, organized, orthodox, conservative, cautious,

structured, slow, methodical, and dependable. Out of balance a 4 will be stuck with the rules, regulations, pernickety or stubborn. Name Number 5 A Cosmic Orators It is your purpose in life to spread the word, the word that will release men from bondage. This will cause revolution for the end of tolerance and freedom to be reached. Before your goal is reached, you will have many experiences and will travel to many places. Struggling against your destiny will make you impulsive and disagreeable in a vociferous way. Adaptability is your trait; make use of it to reach your goal. The number 5 signifies excitement, adventure, change, restlessness, movement, the need to bring an expression into the world of themselves, travel. Issues of freedom, freedom in a positive sense by the use of discipline, freedom in a negative sense by running away or withdrawal, not wanting to be hemmed in, feeling confined, a rebel, impulsive. Name Number 6 The Humanitarian You stand for truth and justice. Your duty is to show the right way to your family members and extend this form of service to the humanity. Your code of ethics operates according to the universal law. You live up to it and each good you did is like a deposit in the 'world bank'. Living against your philosophy of life will make you egocentric, selfish, nagging and worrisome. You should never allow the negative forces of life to influence your conduct. The number 6 signifies caring, gentle, loving, creative, creative is not always artistic but is unique, their own style, their own flavor, love of family and home life, relationships, issues of security and therefore insecurity. Out of balance is too much of a worrier, over caring then turns into clutchy, holding on, over protective, smothering. Name Number 7 The Magician You will have to pass many tests before you come to the realization of your highest purpose in life. Appearance can be deceiving and you must learn the difference between the real and unreal, lasting values and the evanescent evaluation. The secrets of the universe may be opened to you and the mystic initiation is great within you. Study, prayer and meditation are the paths to your development. Eventually, you will evolve as an understanding and sympathetic individual with a great heart and noble soul. You may have many obstacles to overcome, however your determination to develop and evolve will give you the highest life rewards. The number 7 signifies a strong need for experience, learning the hard way as in not taking advice, often needing time alone, introspective time to assimilate the deeply felt emotions that they experience, a natural sense of inquiry, skepticism, slow to build confidence because of the need for experience. Seven is a physical doing number. Name Number 8 The Cosmic Magistrate

You operate from a code of highest aspiration. You may be the guiding light of inspiration in philanthropic and religious movement or the administrator of practical affairs. On the other hand, violence nature and destructive powers are the undeveloped side of your expression. When you neglect the high destiny intended for you, you can become the cause of unhappiness to others and yourself. Accept the high position that has been destined to you, being optimistic and self study are the keys to freedom. The number 8 signifies a natural leader, independent, strength is wisdom, usually good with money and finances, a strong need for control, tend to be perfectionists, quite organized, a good judge of character. Out of balance will take independence too far, becoming aloof and above it all, not good at verbalizing appreciation, people will come to them because they sense their wisdom and their detachment not to get involved in the problem. Name Number 9 The mystic/ spiritualist Your objective in life is to attain the divine quality of compassion. Number 9 is selfeffacing – it cancels itself out when added to another number. Jealousy, condemnation are eliminated by your sympathetic nature. Love must be the ruler of your life and you will face with unwanted but necessary sacrifices. Disregarding your life mission may lead to career disappointment, solitude and unhappiness. Philanthropy, medicine, social service, spiritual leadership, and occult mastery are within you. Yours should be a life of highest attainments on the earth. The number 9 signifies the humanitarian, too easy with a hard luck story, trying to make it right for everyone else before they've made it right for themselves, responsibility, ambition, service, analyzing, idealism, are usually generous giving people but they have to learn to draw the line so that they don't train people to expect too much and use them up. Nine is also about completion, finishing.

Energizer: Brain Teaser
Separate the group into pairs and get them to look at the chart below and say the COLOR of the word, not the word itself, to their partner.

LEFT-RIGHT CONFLICT: Why is it so difficult? Because the right half of your brain is trying to say the color, while the left side of your brain is trying to say the word.

Energizer: Human Treasure Hunt
Each person gets a treasure hunt list and a pen. The task is to circulate within the group and identify a different person for each fact on the list. If one person fits “born in the same month as you,” then you can't use her name for another fact. Players attempt to complete their entire list using different people. Specify that you must meet people individually if you write their name next to a fact. Variation: If you know a few things about your group before their arrival, you can create the list with specific fact about the participants. If you can generate a list of one fact per person, then each person must meet each other person to complete the list. E.g. List: __________ Is born in the same month as you. __________ can speak a foreign language (not English or the local language). __________ has been on TV, radio, or in the news. (Why: ) __________ has performed on stage anywhere. __________ has been elected to a political position. ) __________ has been in a parade. (why: __________ has a unique skill or talent. (what: ) __________ has the same number of sibling as you. __________ wrote a letter to the editor. (why: ) __________ has traveled outside the country. (where: ) __________ established a record. __________ can play a musical instrument. __________ climbed a mountain over 10,000 feet. __________ has lived outside their own country for more than a year. __________ knows someone famous. (who: )

Energizer: Secret Hat Trick
Purpose: Getting to know each other better Time: 20 minutes Size of Group: Any size Materials: Slips of paper, pencils, hat. Description: Each person places a “secret” about himself or herself on a slip of paper placed in a hat. These slips are drawn from the hat and the rest of the participants must guess who that person is. Process the meaning of what we often don’t know about each other.

Energizer: Accentuate the Positive
Purpose: To offer participants an opportunity to identify the strengths or positive qualities of one another Time: 15 minutes Size of Group: Unlimited Materials: One sheet of paper for each participant and a variety of crayons and markers plus some tape Description: It is also a good activity to use at the end of a tough week. As the participants enter the classroom, tape a piece of blank white paper to their backs. Explain that the purpose of the activity is for the participants to circulate amongst each other and using a marker or crayon of their choice, write something on the backs of the other participants that is positive. Explain that the objective of the activity is for participants to take note or recognize each other’s strengths. After participants have finished writing, ask them to find a partner. The partners remove the paper from each other's backs. Ask them to share contents of the piece of paper in their hand. Ask the large group if anyone has any thoughts or responses to share.

Energizer: Name Game
Divide the group into 2 teams. Each team should not have more than 10 people. One addresses the person on her right with an adjective beginning with the person’s name, e.g. Merry Marilyn. As it progresses each person should say hello and address to all the people who have received an adjective, then introduce yourself with the given adjective. This game encourages to practice listening skills and memory.

Energizer: Heart to Heart
Each person was given a heart shaped paper and was told to write something to a person and the respective person gets to keep this note.

Energizer: Guess my Body Language
(submitted by Poh Chiaw Meng & Goh Zening, Tech Control)

Refer to the PDF attached, and play a simple game of having team members act out the selected body language with their team mates guessing. Error! Not a valid link.

Energizer: How to Say Hello in Different Languages
(submitted by Goh Hock Siang, CBOL) Taken from http://www.wikihow.com/Say-Hello-in-Different-Languages Refer to attachment and learn some of the ways of saying "hello" around the world.
DifferentLanguages. doc

Energizer: Good Morning Game
(submitted by Jenson Lee,GCB Tech Control) • Starting from me, I will introduce myself, adding a word to describe yourself in front of your name. Example: Good morning everyone, my name is Happy Henry. The next person will then greet me and then introduce himself. Example: Good morning Happy Henry, my name is Shy Shirley. The third person will then greet me follow by the second person and then introduce himself. It will go one round around the table ending back at me, which I would have to greet everyone.

•

•

Discussion Ask the table for experiences of personal interaction, or makes you feel personal. • Examples: Giordano, Mac Donald’s, Ritz Calton – Gives a professional greeting, Genuine Smile.

Majority examples given are not related to IT/ Technology.

•

We are slowly losing the personal touch with the evolution and advancement of technology. o eCard vs. Hand written greeting cards o eLearning vs. Live lecture – article on “Balancing Technology with Personal Interaction in Pharmacy Education” o Self service kiosk vs. Receptionist – article on SingHealth service selection kiosk o SMS divorces – article on “Fury over 'rude' SMS divorces”

•

Ways Technology has made interaction personal. o Personalized eDMs – Email from Standard Chartered Marathon with name and completion time. o myATM by POSB/ DBS o Portal homepage customization - http://www.google.com/ig

Service Value # 2 – Maintain A Professional Image Energizer: You Look Marvellous
In this game, participants review various pictures to determine the importance of body language and appearance in adding meaning to communication. The objective is for participants to learn basic techniques they can use to be sure their body language and appearance are sending the message they intend. Distribute a copy of the handout (please refer to the link at the end of this page) to each participant. Ask participants to work in small groups to determine what they think each person does for a living and what each person is feeling. They should also discuss why they came to these conclusions. After five to seven minutes, ask each group to report their findings. List any points they made regarding body language and attire on a piece of A3 paper. Discussion questions Q: How do your body language and attire affect your communication with your customer? Q: What kind of posture can you exhibit to help defuse a challenging situation, such as when a customer is complaining or making unfair accusations? Q: What, if anything, would you like to change about your body language or attire to help you provide better service to your customers? Handout: http://ssunp28.aspac.citicorp.com:18080/vgn/images/portal/cit_714/15/14/118188751handout.p df

Answers to discussion questions: http://ssunp28.aspac.citicorp.com:18080/vgn/images/portal/cit_714/15/35/11818875517112008. pdf

Energizer: First Impressions
Select several (at least five per group) photographs of people from magazines or print advertisements. The photographs should represent as diverse a population a possible. The photos should not portray famous or recognizable people. Divide participants into groups of three or four and give each group several photographs to examine. Tell them to discuss among themselves what impressions they have of these people based solely on how they dress and look in the photograph. After about five minutes, ask for some volunteers to briefly report each group's impressions. Then tell them to think about and discuss what impressions customers might have of them (the participants) based on how they look. Emphasize to participants that the objective of this game is not to debate whether or not these first impressions are fair. Participants should focus solely on what impression their

appearance makes on customers. Tip! Keep the magazine pictures in a file for future use. You can add to the file whenever you come across appropriate photographs in magazines. You might like to mention to participants that it's been suggested by experts that employees should always dress as if they held a job one level above their current status. This makes a favorable impression on customers and on managers, and may help them win consideration for promotions.

Energizer: Your Professional Image Assessment
Your Professional Image Assessment On a scale of 1-5, rate yourself based on the level of professionalism your image portrays. Review your team by substituting “my team” for “I”. [1 = Completely disagree; 2 = Disagree; 3 = Neutral; 4 = Agree; 5 = Completely Agree] The way I look never lets me down at work. [1 2 3 4 5] I project a positive, professional image to colleagues, and clients. [1 2 3 4 5] I always feel 100% confident about my image in meetings with colleagues, and /or clients. [1 2 3 4 5] I often receive positive feedback on my professional appearance. [1 2 3 4 5] I understand that our physical image play’s a major role in how a client or business partner perceives us. [1 2 3 4 5] My image is aligned with our business values and goals and ensures that people perceive me as competent and professional. [1 2 3 4 5] I always identify and wear appropriate clothes for our client or business partner in any given situation. [1 2 3 4 5] I am consistent in the way I present to clients, and / or business partners. 2 3 4 5] [1 I understand the importance of first impressions and perceptions.

[1

2

3

4

5]

My conduct is consistent with the image I present and I deliver consistently greater than my clients and / or business partners’ expectations. [1 2 3 4 5] Total your score and deduct 5 points (research shows that people often view themselves more favourably and rate themselves higher than others would rate them.) How did you score? 43—47: You’ve got the essence—now you’re ready for the polish! 38—42: You’re on track, and poised to go to the next level 37 or less: Here’s the real question … do you want a “career” or a “job”? Do you want more in life? If it’s a “career” that you want, more fun, more money, better relationships and more success, there is no time to waste! Life is not a dress rehearsal—it is the real thing!

Energizer: Beauty Pageant
From each respective team select best-groomed lady and gentlemen. Then nominated ones compete and the winning lady and gentlemen get a sash.

Energizer: Know your Grooming
Set of questions addressing gentlemen and ladies about the finer details in grooming. Morale is one should not be lazy in grooming. OR In teams give 5 obscure items that the team should have among themselves and produce them. 1st team to produce all items wins. Items like floss, nail clipper, etc.

Energizer: How are you Perceived?
(submitted by Kate Yeung, Risk Management) This exercise allows your group to give each other feedback about how they are perceived in the workplace. 1) Ask everyone in the huddle to write a word or phrase which describes their colleagues. This is done anonymously. Each person should write a word/phrase for every other person in the huddle. 2) The facilitator will collect all the responses and collate them by person. At the end of the session, everyone will receive the paper which their colleagues have written about them. Therefore, if you have 13 people in the unit, each individual should receive 12 pieces of paper with words or phrases describing them. 3) Have each person go through a few of their descriptions. Talk about how they responded when they saw how they are perceived by their colleagues.

At the beginning of the exercise, make sure to communicate that this should be done anonymously and all feedback is meant to be constructive!

Energizer: Discussion exercise on maintaining a Professional Image
(submitted by Tan Chee Keong, Secured Loans Unit) 1. Divide the staff into 3 groups 2. Distribute each scenario to each group and give them 5-10 min to discuss.

SCENARIO ONE Sydney is a Senior Marketing Executive from a Top Financial Institution and her clients are mainly Japanese. She often wears low-cut dresses and see-through blouses when dealing with the Japanese male clients. She knows that she can leverage physical appeal to increase her success in acquiring deals by dressing provocatively. * Although Sydney may have made money for her firm, please comment on Sydney’s outfits, whether she maintains a Professional Image as a Senior Marketing Executive. Does she create a positive image for her company? *Please assist Sydney on how to maintain a Profession Image and at the same time remain successful at her job. SCENARIO TWO Britney is a 40 year old who works as a Customer Service Officer. In order to look younger, she often wears shining jewellery and puts on thick makeup to cover her freckles and dark spots. She even wears mini skirts and spaghetti strap tops on Fridays. * Although Britney tries to present a positive image for her company, please comment on her outfits, and whether she maintains a Professional Image as a Customer Service Officer. Did she create a positive image for her company? *Please assist Britney on how to maintain a Profession Image and at the same time to stay young at heart. SCENARIO THREE Whitney works as an Operation Officer and thus, she does not meet clients. For her daily work outfits, she likes to be informal and comfortable. Hence, she often wears only plain T-shirts/Blouses and pants to work. She does not usually put on any makeup and sometimes doesn’t comb her hair. On Fridays, she wears ¾ pants to work. When she reaches her workplace, she will quickly change to slippers for comfort. * Although Whitney does not meet clients, please comment on Whitney’s work image. Did she create a positive image for her company? *Please assist Whitney on how to maintain a Profession Image and at the same time to stay casual as possible.

Service Value # 3 – Anticipate Client Needs Energizer: Barriers to Listening
Before you can anticipate your client's needs, you'll need active listening ears so that you'll understand and know your clients better. Along the way, you might encounter some barriers to listening, therefore before you can anticipate your client's needs, overcome these common listening barriers first. Distribute handout and ask each participant to work in groups of three or four to identify ways to overcome these common listening barriers.
Handout: http://ssunp28.aspac.citicorp.com:18080/vgn/images/portal/cit_714/53/30/118403090listeningba rriers.pdf

Energizer: Know your customer
Each get a post-it and write three preferences of themselves then post-it to the board not showing the preferences. Then each person picks one and guesses whose preferences are those.

Energizer: Yes or No
Game #1 15 questions - guessing a bank product by asking no more than 15 questions and the answers can only be yes or no. The less questions used to get the answer the better. Game #2 Team was divided into 2 groups, following which a representative from each group will view the item kept within the boxes following which members of the group will ask questions which can only be answered as yes or no by the representative, purpose will be to identify the item.

Energizer: Word Association
Based on the key word, 'anticipate', we were split into 2 teams, and tasked to come up with the most no. of words associated with 'anticipate' within the timeframe

Energizer: Learning from Sharing
Current huddle raised the question on different ways to learn & obtained inputs & experiences from various team members. On other days, use of a newspaper article relevant to the value to ensure discussion among group

Energizer: Story
This is a story told by a Volkswagen customer upon purchasing a car: “A couple of weeks ago, I bought a second hand car. It needed a new windshield and the replacement was part of the deal. When I sent the car to the service center, I reported a problem with the glove box. They jumped on fixing it. When I picked the car up, the guy at the desk said, “Yeah, the pollen filter looked pretty dirty so we changed it.” I was all prepped to get mad, with the sort of "what-do-you-mean-I-didn’t-ask-forthat-how-much-will-it-cost" kind of thing. Later I realized that they were not going to charge me for that or any of the work. When I started the car, the gas tank was full and when I got home, there was a message from the car salesman, making sure everything was fine. I want to wear a sandwich board and stand on the street for these people.” Take Away: This is a very good example of a company going out of its way to please the customer. They managed to turn a customer service problem into a huge positive through small actions that added made the experience truly unique.

Energizer: Crossword Puzzle

A 1 2

B C

D

E

F

G

H

3 4

5 6

7

Across 1) To act in anticipation of future needs 2) Taking _____ to do something for the customer without him requesting for it 3) Someone who renders assistance is _______ 4) Need to be a good ________ 5) Good initiative will make customers feel _______ 6) Must convey ______ in thought and action 7) Deliver ________ experience to the client

Down A) Another word for commendable B) To be excited about something and to demonstrate _______ C) Another word for dependable D) Going ____ and beyond the call of duty E) Another word for creative F) Opposite of trivial G) Give customers more than what is ________ H) Going the E____ M____

Answers here:

"Crossword SV3.xls"

Energizer: Never Have I Ever
(Contributed by Glen Eng, Home Financial Services)

Objective of the Game: To eliminate other players by anticipating the kind of things that most of them have done. How to play : 1. Each player will hold out all ten fingers. 2. 1 by 1, player will announce something that they have never done before, eg "never have I ever smoked before" 3. Players whom have smoked before shall put down 1 finger. 4. Last player with the fingers still available will win the game. Hints and tips: To stay alive in the game, it's best to Anticipate and Guess what others have done to eliminate them asap. Experience: To know interesting facts of others and to have fun from anticipation.

Service Value # 4 – Be the Voice of Citibank Energizer: E-Mail Etiquette
When we converse, we expect other people to observe certain rules of behavior. The same is true for e-mail, the most popular form of online communication. Many companies send email replies late or not at all, or send replies that do not actually answer the questions you asked. If your company is able to deal professionally with email, this will provide your company with that all important competitive edge. By requiring employees to use appropriate, businesslike language in all electronic communications, employers can limit their liability risks and improve the overall effectiveness of the organization's e-mail and Internet copy in the process. Here are a few pointers to help you communicate more effectively.

G I C H R O S

X Q J W A Z K

A S T Q V U L

T R P U G E L

P E F F I C I

E A C X S O T

R D U V F B D

S Y K S C I Y

O C P U A P A

N P A C P B U

A I S Y I E J

L W S L T X M

A A I O A F W

T T V B L D I

Y E E O S F L

P E L L I N G U B

R Y E S O D V R J

O P V U M N F Z A

F O Z T K X G O R

E N C Y E B I S G

S I O G M Q L Y O

S L N N V J T U N

I A C A Z P H K S

O G I Q R U W I V

N S S U B J E C T

A I E K Y R X R Q

L Q B T E G V M U

I Z O P W D P C B

S C L A I M E R S

M Y K L F A Z H T

Why do you need email etiquette? 1) __________: by using proper email language your company will convey service value 2 2) __________: emails that get to the point are much more effective than poorly worded emails. 3) Protection from __________: employee awareness of email risks will protect your company from costly law suits.

Important email etiquette tips: 1) Be __________ and to the point. Avoid __________ sentences 2) Use proper __________, grammar & punctuation

3) Do not write in C__________ 4) Add __________ to your emails after your signature 5) __________the email before you send it 6) Do not overuse __________ to All 7) Clearly summarize your message in the __________ line.

8) Use active instead of __________

9) Make it __________ (service value 1)

10) Take care with __________, abbreviations and emoticons

Answers

G I C H R O S P E L L I N G U

X Q J W A Z K R Y E S O D V R

A S T Q V U L O P V U M N F Z

T R P U G E L F O Z T K X G O

P E F F I C I E N C Y E B I S

E A C X S O T S I O G M Q L Y

R D U V F B D S L N N V J T U

S Y K S C I Y I A C A Z P H K

O C P U A P A O G I Q R U W I

N P A C P B U N S S U B J E C

A I S Y I E J A I E K Y R X R

L W S L T X M L Q B T E G V M

A A I O A F W I Z O P W D P C

T T V B L D I S C L A I M E R

Y E E O S F L M Y K L F A Z H

B J A R G O N S V T Q U B S T
Why do you need email etiquette? 1) Professionalism: by using proper email language your company will convey service value 2 2) Efficiency: emails that get to the point are much more effective than poorly worded emails. 3) Protection from liability: employee awareness of email risks will protect your company from costly law suits.

Important email etiquette tips: 1) Be concise and to the point. Avoid long sentences 2) Use proper spelling, grammar & punctuation 3) Do not write in CAPITALS 4) Add disclaimers to your emails after your signature 5) Read the email before you send it 6) Do not overuse Reply to All 7) Clearly summarize your message in the subject line. 8) Use active instead of passive 9) Make it personal (service value 1) 10) Take care with jargons, abbreviations and emoticons

Energizer: LISTEN TO LEARN
• • • • • Listen to the taped conversation between the PB/RM/SRM and the customer. In terms of handling the customer over the phone,what were the strengths? What were the weaknesses? If you were the customer, how would you react? Or what would you think of your PB/RM or Citibank? If you were the PB/RM, what would you say differently and how would you say it?

TIPS: Points to consider • • • • • • • Professional Greeting Self-Introduction Branding Choice of words Listening skills Demonstration of any of the service values e.g. genuine care (SV # 5), speaking positively about the bank (SV # 13), anticipation of client needs (SV#3) Appropriate closing i.e. extending service, thanking customer

Thinking of your customer (external or internal), identify the key takeaways from the conversation.

Energizer: Oops Theater
Participants take turns playing out telephone customer service situations while others play the role of critic. The objective is for participants to recognize the hallmarks of superior telephone customer service. Ask for four volunteers to be “actors” and put the actors in pairs and give each pair two copies of the script (please refer to the URL at the bottom for the scripts. One pair gets Scenario #1 and the other gets Scenario #2). Give the actors a minute or two to determine who will play which part and to review their roles. Ask the “audience” to pay close attention to what each customer service representative does and how it affects the customer. Ask the first pair to act out Scenario #1, and then ask for the audience’s comments. Then do the same for Scenario #2. Ask participants to suggest improvements. Following are some possibilities: Scenario #1 Answer phone sooner Be more polite and professional Confirm the caller’s address Scenario #2 Don’t be defensive Don’t blame the caller Empathize with the caller’s situation Handouts: http://ssunp28.aspac.citicorp.com:18080/vgn/images/portal/cit_714/11/33/1182430922234_001. pdf

Energizer: Vocal Charade

In this game, participants verbalize written statements using 5 vocal qualities to enhance the meaning of the text. These 5 vocal qualities are: 1. Tone - Express feeling or emotion 2. Inflection - Emphasizing words & syllables to enhance message 3. Pitch - How high or deep voice sounds 4. Rate - How many words spoken per minute 5. Volume - How loud or soft voice sounds Log on to the URL below: Review the information on overhead 1 (the numbers refer to what percentage of a message is conveyed by each medium). Remind participants that the customer’s impression of them and their organization is influenced significantly by what they say and, even more so, by how they say it. Review the overhead 2. Remind participants that customers like to hear voices which sound professional, friendly and confident. Divide into small groups and quietly assign each group one of the 5 vocal qualities. Tell the groups not to tell others which vocal skill they have been assigned. Give the groups a few minutes to decide how to act out their vocal quality. After which ask each group to demonstrate their vocal quality while the other groups guess which one they were assigned. Give the group a few minutes to decide how to act out or demonstrate their vocal quality. Encourage them to be creative and to make it fun. After a few minutes, ask each group to demonstrate their vocal quality while the others groups guess which one they were assigned.
URL: http://ssunp28.aspac.citicorp.com:18080/vgn/images/portal/cit_714/39/52/118407579over head.pdf

Energizer: Charade
Basically the exercise is for group members individually to think of and then silently 'act out' a song, a film, a book or a play, etc., which illustrates a particular aspect of work, business or management, or any other key message relevant to the group. The exercise teaches and practises the method of using a vehicle (in this case a book/play/song/film - or other categories if you wish) to convey (and illustrate and emphasize) a message (or a concept or any other important communication). The task concentrates people's minds on the central message and meaning within their chosen principle, and also prompts thought and discussion about using themes and different media and senses to reinforce or deliver an important message, as distinct from using words alone, which are often not the most powerful or memorable way to convey an important point.

The sequence of the activity is: 1. Think of a simple message or rule or principle of management/business/or other relevant function. 2. Now think of a book or a play or a film or a song which represents this principle - the 'vehicle' which carries the message. 3. Next think how you can act this book/play/song/film silently to the group, using only gestures (as in the party game charades). 4. Finally each member is given a minute to perform their charade to the group in turn, while the group has to guess the book/play/song/film, and (not so easy) the principle that the 'vehicle' represents. The task also demonstrates the value of using simple clear themes and communications - especially non-verbal signals - that an audience (staff, customers, or any other target audience) can readily relate to and recognize, without the need for lots of explanation and description.

Energizer: Be Positive!
Each team to stand up in a straight line and one by one to say one word one after the other to create a positive sentence of Citibank.

Energizer: Telephone Ettiqutte
Test each other on the Do's and Don'ts of telephone ettiquette.

Service Value # 5 – Demonstrate Genuine Care Energizer: Delight Consultants
Participants work together to help one another come up with ideas to surprise, impress, and/or delight their internal customers. They benefit from the creative thinking of their peers and from the free flowing, brainstorming tone of the game. This game works well for participants who have a number of internal customers to serve. Each participants will need pen and paper to write on. Optional prop for this activity is a bell or chime. Arrange two rows of chairs facing one another, with the two rows close enough to allow conversation but with each chair separated from the ones on either side by a couple of feet. Begin the game by asking each participant to choose one internal customer whom they would like to delight. Once they’ve done this, designate half the group as “Clients” and the other half as “Consultants” (they will switch roles halfway through the game). The Clients will sit in one row of chairs and the consultants in the other. During the activity, the consultants always stay seated, but the clients move down their row of chairs once every minute (when you ring the bell or tell them to move).

Each client will have one minute to ask the consultant for advice on how to delight his or her internal customer. At the end of a minute, the client moves down the row and picks up the brain of the next consultant. Once every client has spoken with every consultant, tell them to switch roles and repeat the activity. Consultants should be encouraged to think freely and offer as many ideas—no matter how outrageous-as they can to each client. This is meant to be fun, energetic activity. The client should glean ideas from each consultant and then decide upon one course of action that will delight the internal customer. At the end of the activity, ask for volunteers to share their plan for delighting their internal customers.

Energizer: I Feel For You
In this game, participants work in pairs to rewrite dry, rote statements to show more empathy for customers. This game is useful for new hires or as a refresher for seasoned service employees. Read out the following scenario and ask participants which response sounds better and why. A customer calls and says, “My home was damaged in the earthquake and I need to know what the insurance will cover.” Which of the following two responses do you think the customer would prefer to hear? 1. If you give me your policy number, I’ll check your coverage. 2. I’m sorry to hear you were affected by the earthquake, if you’ll let me know your policy number, I’ll check the extent of your coverage. Log on to the URL below: Ask participants what the second customer service representative did that the first one didn’t. (Showed the empathy for the customer’s situation.) Show the overhead or flip chart to the group, and briefly go over the definition of empathy. Tell the participants that it isn’t necessary for them to express empathy in every customer service interaction, but when a customer is in a difficult situation, it’s essential that they show their concern. There are many ways to show empathy for customers, through actions, words, tone of voice, etc. Ask each pairs to come to the front of the room and draw a statement out of the hat. One partner should read the customer service representative’s response. Each of the other pairs has to quickly come up with a rewrite of the customer service representative’s response to show more empathy for the customer. Have each pair share their response with the group, and then ask the next pair to come draw from the hat. Answers will vary, but you should make sure each rewritten response conveys empathy for the customer. TIP! If competitions work well with your group, you can offer a small prize to the pair who comes up with the best rewrite of each response.

URL: http://ssunp28.aspac.citicorp.com:18080/vgn/images/portal/cit_714/41/14/118416994empa thy.pdf

Energizer: Role Play
Whilst working one day, a Relationship Manager (RM) on duty received a phone call from a client. The client expressed his wish to secure loans in order to apply visas for his clients who are coming to Singapore to study. As the usual processing period is around 4 to 5 days, the client requested to expedite the process to 3 days. The RM will then need to negotiate with the Banker in-charge of processing the loan, as well as to keep the client in the loop. This role-play requires 3 people to play the role of the client, banker and relationship manager respectively.

Energizer: Broken Telephone
Each team given a msg. 1 has to whisper to the next and the final person has to convey the message that was supposely passed. This is an experiment that verify how messages can be distorted when there is more than 1 channel to transfer the msg.

Energizer: Pass the ball
Get into a circle one person gets a ball and when she passes to the person on the right she will tell the person something positive about the person.

Energizer: Blindman’s Fold
Simple game of blindman's fold, where one member blindfolds one & gets another to guide the blindfolded from one end of the room to the other, while being tested on their ability to recall the values.

Energizer: Role Play II
Role Play #1: Split into two groups and given difficult scenario. Take turns to role play as customer and staff, enacting various real-life encounters. Role Play #2: Problem solving energizer. Two teams, asked to list 5 problems commonly faced by customers. Each team tried to provide solutions to the other teams problems during role-play.

Energizer: Sweet Serenade
Pick a song title from the stash in a bag and hum the tune for all to guess. She'll get a sweet if anyone gets it right.

Service Value # 6 – Never Lose a Client Energizer: We value our customers
Tools required: 2 Paper Cups half filled with water 2 packets of Colored straws 2 Staplers Game: Divide the group into 2. Each group to be equipped with 1 paper cup half filled with water, 1 packet of colored straws and a stapler. Objective: Each group is to come up with creative ways to create a stable structure around the paper cup. Structure must ensure that the cup is able to withstand light external forces, which can cause the water to spill. Learning: Colored straws can represent each and everyone in the bank, like RMs, SRMs, CROs, CSAs, Specialists, Supervisors & Back-end office. Staples can represent our empowerments and to use our empowerments only when necessary. Paper cup + water represents our valued customers. During these volatile times, funds outflow is inevitable. There are still many other ways of satisfying the customer with excellent customer service; with first-class technology, so that customers will still continue banking with Citibank.

Energizer: Down the Stairs
Participants work together to come up with ideas to prevent minor challenges from escalating. First, draw a staircase with seven steps on it (side view) on a flip chart or white board, then use colored paper or cardstock to cut out figure of a person and put the figure on the top step of the staircase. (Use a piece of masking tape on the back so that the figure can be easily be moved down the stairs.)

Divide the team into pairs or small groups and tell them the objective of this game is to quickly come up with solutions to common challenges in the customer service environment. At each step, they’ll be asked how they would respond to a potentially challenging customer service situation. If their answers are acceptable, the figure will move down to the next step. Begin the game by announcing the first challenge and asking the teams what they would do to prevent the challenge from escalating. Give them a few moments to confer with their partners and then ask for answers. This should be a fast paced, lively game. The first team to address all seven challenges win. Example of a challenge with a sample of the response: Challenge: You do not know the answer to the customer’s question. Answer: Let the customer know that you do not know the answer; ask your manager or supervisor.

Energizer: Customer Service Means…
To prevent the loss of any customer, you must first understand the meaning of serving customers. Divide participants into teams of three or four, and give each group an envelope containing the contents of the handout. (Please refer to the URL at the bottom for the handout as well as discussion questions to be asked at the end of this game) Write, “Customer service means…” on a blank flipchart or white board. Explain that in the envelope are phrases that, when assembled, provide seven definitions of service. Their job is to work together as a team to assemble the phrases in a way that completes the sentence, “Customer service means…”. Each phrase must be a complete, logical sentence. They must use all the pieces and each piece can be used only once. If the groups are slow to get started, advise them to start each phrase with a verb such as “finding”. After five minutes, have each group read out its definitions out loud.
URL: http://ssunp28.aspac.citicorp.com:18080/vgn/images/portal/cit_714/61/7/118426240sv6.pdf

Energizer: If I Could Do Anything
With the weak economy, it is not only important to draw more customers, but also to keep our existing customers. Spilt the members into 2 groups and brainstorm ideas of how we can promote the business and also offer something special to the customers. Encourage participants to be as creative as possible in coming up with their ideas, but remind them that the ideas should relate to the business/ department. Example of such as follow: Name of company: Citibank Line of business: Bank Idea: Give free checking for life to every 2000th person who signs up for a CASA account.

Energizer: Keeping your Clients
Each person needs to tie a blown balloon. Then all try to burst the balloons. The one who is left is the winner. Morale is it is easy to lose client (bursting the balloon) but hard to keep one (Remaining balloon)

Energizer: Bean Toss
It's called Bean Toss. The group was divided into 2 & each was given sheets of paper. The task of each team is to make as many paper "balls" as possible to be thrown into the bin. After first round, someone from each team was identified to join the other team and was "empowered" to instruct the team on what to do to maximize productivity. With some creative techniques, both team were guided by these 'empowered' reps.

Energizer: Know Your Client
Part #1 Get each member to write down on different pieces of cards, their favourite drink, cartoon character, country to visit etc. Part #2 At the next Huddle, get everyone to tag the ‘favourite’ cards accurately to the person to see whether members put in effort to know their clients’ preferences.

Energizer: Truth or Lie
2 person from the group is suppose to think of 1 truth and 2 lies of themselves and the rest of the team members can ask 2 questions each on the 1 truth and 2 lies and guess which is the truth.

Energizer: Look the Part
Two pictures were shown & the team was divided into 2 to give comments on the person's dressing / posture / expression, and how it might impress or put off a client.

Energizer: Story
Emphasize the point that every customer matters to the bottom line of the business. The passage below from ‘ Nuts!’, a book that documents the success of Southwest Airlines is an excellent illustration. “…. How important is every customer to our future? Our Finance department reports that our break- even Customers per flight in 1994 was 74.5, which means that, on average, only when Customer #75 came on board did a flight become profitable! Aside from the statistical data, let me share with you a down- to- earth formula devised by our Dallas chief pilot, Ken Gile:When you divide our 1994 annual profit by total flights flown, you get profit per flight:

$179,331,000 / 624, 476 flights = $287 (profit per flight) Dividing profit per flight by the average one- way fare of $58, $287/$58= 5 (one-way fares [Customers!] The bottom line, only five customers per flight accounted for our total 1994 profit! …. Only 3 million of the 40 million Customers we carried- meant the difference between profit and loss for our airline in 1994.“ Takeaway: Client attrition is everyone’s business! Think about how the numbers will add up if each of us did something to retain a leaving customer each month….

Energizer: Personality
Different personalities were given to the team members. They need to describe the wants and needs, Do's and Dont's of that personality . For example: RM - to be provided with the best service possible and not to lose the client

Service Value # 7 – Exercise Empowerment Energizer: Empowering Workplace Characteristics
In small groups, create a shopping list of all the qualities found in an empowering work environment. Share with the large group and look for common responses that the group believes are most significant.

Energizer: Exercise your Rights
Names are randomly drawn. Selected members will be asked to pick a physical activity such as skipping, push-up etc. They have an option to empower themselves to pass on the task to someone.

Energizer: Spin a Tale
From a long word each team has to find out words that can be formed from the big words in 2 mins. Each word has to have a minimum of 3 letters. Once completed the team has to pass on the words created to the ext team and the team will then has to make a story of the words found.

Energizer: Mahjong Tower
Use majong tiles or similar materials and get each team member to build a tower individually within 1 minute. Each team member should try to build the tower as high as

possible without the tower collapsing. In the second round, the team is supposed to think of another way to build the tower higher. In the end, the individuals were able to build their towers significantly higher than in the fist round.

Energizer: Charades/Pictionary
Get a list of Hollywood Blockbusters, Fiction characters, etc which epitomise the values of exercising empowerment, and get the group to play charades, pictionary.

Energizer: Best Match
Split into 3 groups. Each group was given an evelope of individual letterings consisting of 5 SVs. Group that forms all 5 SVs wins.

Energizer: Oscars
Re-enact service value(s) with scenarios/role play. Get memebers to vote and guess service value being re-enacted. Group that is most creative wins.

Energizer: Chocolate Puzzles
2 boxes of chocolate puzzles & get group participation to try to match back the bar of plastic chocolate

Energizer: Sharing
The energiser used required the team to relate how the latest update on Citiphone's Client 1st Notice Borad relate to the 15 SVs. With the recent notice borad contest, Citiphone has decorated their board with Disney Characters which best signify the 15 SVs.

Energizer: Huddle Exercise
Story / Interaction - Here’s another element of learning from our partners at the RitzCarlton. Each employee at the Ritz is allowed to do what he/she needs to in order to resolve a client issue. They each have a maximum dollar figure they can spend, no questions asked to fix the problem. Ask your team the following: • Do you know how much each employee can spend resolving a guest issue at the Ritz? Answer: USD$2000

Some of your team members may already know this, but others will certainly be surprised. The next question, which is more relevant and will get them thinking:

•

Do you know why they set it at $2000?

Main points to highlight in your answer: • • To make sure figure to large that the employee doesn’t have to think about whether they can or cannot do this or that for the guest. To emphasize that each employee is TRUSTED to do the right thing.

Takeaway: Make sure that they understand that the main point isn’t that there is money they can spend to resolve client issues, but rather that each employee is empowered and trusted to do the right thing for the client. Exercise: • • • Now break the team up into a few small groups of 2-3 people each Ask each team to think of 2 things they wished they could do in order to be able to make decisions on the spot to resolve client issues. Note that its not always about a dollar figure. Give the teams 5 minutes to discuss, and call on a few of them to tell everyone their ideas.

Now, as a manager: Which of these ideas can you adopt for your group? Do it!

Service Value # 8 – Build for the Long Term Energizer: Accentuate the Positive
In this game, participants practice “showing value” - that is, letting customers know how they will benefit from the way their requests and needs are handled. Huddle leader will need to print out a copy of the cutout (please refer to the bottom of this for the URL of the cutout) and cut along the dotted lines to create game cards. Keep the two types of cards (“Procedures” and “Values”) separated. Read out the different sets of statements on handout (refer to the bottom of this) and ask participants which is better and why. After that, refer to the paragraph the statements for the answers and explanation. Tell participants that now it’s their turn to practice showing value. Divide the group into two teams, A and B. “Procedures” in roman text go to Team A and “Values” in italic text go to Team B. Each participant should get only one card. (Note: there are enough cards for 16 players. If you have fewer than 16, eliminate some of the procedure cards and their corresponding value cards. If there are more than 16 player, either duplicate the cards or create the cards on your own.) Tell participants to circulate around the room and try to identify their partner by matching a procedure to a corresponding value. Once they’ve met their match, they should work

together to come up with a statement that shows value to the customer. Reconvene the group and ask the pairs to read their statements out loud. Cutout: http://ssunp28.aspac.citicorp.com:18080/vgn/images/portal/cit_714/13/10/118274145cutout.pdf Handout: http://ssunp28.aspac.citicorp.com:18080/vgn/images/portal/cit_714/13/33/118274149handoutB. pdf

Energizer: Teamwork
View from Top

Member

Pole

The number of participants required depends on the length of the pole used. Standing in a zigzag manner surrounding the pole, the participants will face each other whilst maintaining an equal distance between each other. The participants will then place both of their index fingers on the bottom of the pole, with their fingers facing upwards. They will then assign a height of not lesser than 1.4m as their starting point. Using their fingers to support the pole horizontally, the participants will then have to lower the pole to ground level. Should any of their fingers leave the pole, the participants will have to restart at the precedent.

Energizer: The Longest Line
Divide group into 2 teams. Each team to stand in a line behind the start line. Without using anything or just their bodies, each team will have to form the longest line they can possibly build. The team with the longest line wins. For debrief, the huddle leader can leverage on the following takeaways: 1. Doesn't Need a lot of Resource - Building for the long term doesn't need any additional materials / resource. It's using one's own character/personality to 'emotionally' invest with clients 2. Teamwork - Doing it as a team always helps to ensure consistency in our service delivery thus ensuring a long-lasting relationship 3. Flexibility - Just like how the teams may try to flex their bodies, building for the long term needs flexibility to adapt to diff personalities and characters

4. Effort - Definitely to form a long line needs effort and going out of our comfort zones e.g. lying on the floor. Just like building for the long term, sometimes we have to learn to free ourselves from our individual comfort zones and focus on the needs of our customers....

Energizer: Building a Good Foundation
Anything on the table and a packet of straws in each team to build a structure but cannot use any items that can be used to stick things within 10 mins. Must be A4 size high. In the end the structure must be able to withstand a wind.

Energizer: Team Game - Taboo
(submitted by Nicholas Yew, S&D Project Support) 1. Explain how Taboo is played. a. The game is similar to charades and Pictionary except that the player has to describe in words to his team the WORD that he wants them to guess rather than to act it out or draw it. b. There are certain taboo words that he can't use in his description. For example, the WORD that he wants his team to guess is ACCOUNTANT and a few of the taboo words are book-keeper, career, tax, etc. 2. Get 4 volunteers; they took turns to let the others guess the WORDS. The words used could be related to our service values. 3. The main idea is to get the group to see that in order to communicate to the rest of the group the exact WORD, the player has to think of alternative ways to illustrate and bring out the idea in the teams’ minds. Takeaway: The point is that in order to build for the long term, we need to understand our clients. This involves communication. More often than not, our clients come to us without having the exact idea what they want. Thus, we have to probe, guess, query, etc, and we have to keep trying. If we don’t, we will never be able to achieve the client's objective (the WORD in the game). As we play the game longer, we will become more adept at it. Similarly, if we communicate more with our clients, we begin to understand each other better, and the relationship deepens.

Energizer: How Body Smart Are You?
In order to build long-term relationship with customers, we need to be in the pink of health as our customers will not be pleased to find their bankers on sick leave whenever they need to reach them. Hence, we concentrate on knowing more about the human body/health for this energizer. Please refer to the attached PDF files for a list of interesting questions about our body, as well as the answers to them.

BQ Quiz.pdf

Answer.pdf

Energizer: Break Up
Divide team in two groups, each group come up with 5 ways to break a relationship and 5 ways to mend relationships with customers.

Takeaway: It is important to build a good and strong relationship from the start as mending it may not always work.

Service Value #9 – Invest In Learning Energizer: The Gift of Gab
In this game, participants learn to leave effective and professional voice mail messages when conveying information to their co-workers. Set up activity by briefly discussing the use of voice mail and tell participants that they’re going to be learning a technique for leaving concise, effective voice mail messages when passing along information to their co-workers. Divide the participants into groups of two or three and give each group a copy of the printouts (refer to the URL at the bottom of this). Review the overhead in the printout as follows: G: Gifting (Greet your co-worker) I: Identification (Identify yourself) F: Frame the message (Give some background of why you’re calling) T: Task (State what you’re asking the co-worker to do) I: Information (Give information your co-worker needs from you in order to carry out the task) N: Negative option (This means the co-worker should call you back only if he or she needs more information; otherwise, you’ll assume that the task is carried out) G: Goodbye (A courteous close to any message) Huddle leader will then read out the message in the following PDF file to the group twice
(URL: http://ssunp28.aspac.citicorp.com:18080/vgn/images/portal/cit_714/45/40/118470082sv9answer .pdf). The first time, the group should just listen; the second time, they should identify

each element of GIFTING as it appears in the message. (Answers to the above could be found in the above PDF).

The participants will then need to work within their groups to rewrite the garbled messages on the handout by using the GIFTING technique. After about 10 minutes, ask to hear some of the rewritten messages. Do keep in mind that responses will vary, but all should follow the GIFTING model. Explain to participants that not all messages lend themselves to this model (for example, in some situations a negative option isn’t preferable, and not all messages involve a “task”), but that it’s a good technique for most of their communication via voice mail.
Printout: http://ssunp28.aspac.citicorp.com:18080/vgn/images/portal/cit_714/45/41/118470078sv9.pdf

Energizer: Line Dancing/ Electric Slide
We shouldn’t restrict the things that we can learn, for everyday is a new learning process. We should open up and pick up new skills. Here’s a set of instruction to doing the “Electric Slide”. Enjoy! Part 1 – Vine to the right Step 1: Move right foot to the right Step 2: Move left foot behind right feet Step 3: Move right foot to the right Step 4: Scuff left foot beside right foot Part 2 – Vine to the left Step 1: Move left foot to the right Step 2: Move right foot behind left foot Step 3: Move left foot to the side Step 4: Scuff right foot beside left foot Part 3 – Move back Step 1: Step right foot back Step 2: Step left foot back Step 3: Step right foot back Step 4: Touch left foot beside right foot Part 4 – Forward touch, back touch Step 1: Step left foot forward Step 2: Touch right foot beside left Step 3: Step right foot back Step 4: Touch left foot beside right Part 5 – Step and turn Step 1: Step left foot forward

Step 2: Scuff left foot forward, using the momentum of the forward step and the scuff to make a ¼ turn to the left.

Energizer: Star Awards
Each person was given a piece of paper and taught to make a star. Then the star was personally given to a person and tell the person that he/she is a star for whatever he/she is good in.

Energizer: Crossword puzzle
(submitted by Nicholas Yew, S&D Project Support) Split group into teams to see which group can complete this puzzle in the shortest time. All the words are from our 15 Values eg. “Invest” from “Invest in Learning”.

E G L R

S P

V A K

Answer: L P E R S O N A L M P O I N T E R A C T I O N C R E E R M E N C T I N V S T T S E C U R I R D E M O N S T R A T E T M A G E C L N E D S N G M B U I A S S A F A D P R O F R G E N U I N E X C E L E N T S S I L O S E T Y D T V G R O W T I C C C O U O N A T A B I L I T Y E T H I N C E K L H L E A N I N G

E A M W O R K

O W N E R

Energizer: What’s the moral of the story?
(submitted by Kelvin Tan, CSM Capital Sq Branch) • • • • • Divide the huddle team into 2 groups There are 4 attachments to be used for this exercise. The first 2 are stories, the the next 2 explain the moral of the stories. Hand out SV # 9 (A) doc to one group, and SV # (B) doc to the other. Keep the SV # 9 (A1) doc and SV # 9 (B1) doc out of sight from the team. Give each group 3-5 minutes to read through and confer on their stories. Nominate 1 volunteer from each group to read the story aloud and share the group learnings

*Caveat: These stories need to be taken light heartly, and are meant to convey a point.

Stories:

"SV #9 (A).doc"

"SV # 9 (B).doc"

Stories with moral at the end:

"SV # 9 (A1).doc"

"SV # 9(B1).doc"

Energizer: Team Game – Taboo II
(submitted by Edeline Cheong, Citiphone) This is sort of like a modified version of the game Taboo, so if you don’t have the actual game set, some preparation will be needed. Basically the point of the game will be to describe a GUESS word without using any TABOO words for the rest of the team to guess within 20 seconds. EG: GUESS WORD: PIERCE TABOO WORDS: EAR, BELLYBUTTON, HOLE, STUD, BROSNAN

The team giving the clues will need to describe the word “Pierce” without using the words “ear, bellybutton, hole, stud or Brosnan” within 20 seconds. Preparation 1. Get ready some mini cards around the size of a poker card. 2. On each card, write down one GUESS word and five TABOO words like the example below.
PIERCE EAR BELLYBUTTON HOLE STUD BROSNAN
GUESS WORD

TABOO WORDS

3. Get ready a stopwatch and some small gifts for the winning team! Playing the game 1. Divide the participants into two teams, Team A & Team B. 2. Here’s the catch: Team A will be providing the clues for Team B and vice versa! 3. Depending on the time, each team should be able to do about 5 cards, so just keep rotating turns, give clues and keep guessing! The person doing the huddle should be taking the time and checking the team that’s giving clues to make sure that no TABOO words are used or else that card will be disqualified, and one point will be taken off their team. 4. If the team guesses the correct answer within the 20secs, they get 2 points. 5. If the other team is not able to give a correct answer after 20secs, they don’t get any points for that turn and the game goes on with them giving clues for the next team. 6. Person leading the huddle should be taking down the points after each turn too. 7. Tally up the points; team with the highest points win the prizes. 8. Tiebreaker: In the event of a tie, the person leading the huddle will give the clues for one more guess word and open it to the floor. Whichever team that manage to guess the word first will win the game. How is this relevant to the service values? Service Value 9 – Invest in learning With this word game, we have to give up using the usual words we are usually so accustomed to. This process shows how we sometimes rely too much on what we already know and that stopped us from wanting to know more. There are always different sides to something and even though we might think that we know perhaps a product so well, if we open our minds, there might be something new we can learn each day!

Service Value 10 – Demonstrate teamwork and personal accountability With Team A giving clues to Team B and vice versa, it is often tempting to “sabotage” the other team by giving poor clues or even not giving clues at all, so the other team will not be able to score and thus win the game. Relating this back to our work, at times we are so caught up with the results of our own and our respective teams/departments that we sometimes forget that we are part of a bigger picture, i.e. Citibank. Sometimes in trying to get more sales or better results, we might have forgot about teamwork as a whole bank and thus our customers have to go through channels after channels just to get a simple thing done. This exercise is done with the purpose of wanting to remind participants that we are a whole and teamwork should not only be within our own sections but as a whole. We may have to sacrifice some personal glory or credit but in the end, we are all part of Citibank! Appendix Some word ideas: Guess: Asian Civilisations Museum Taboo: Empress Place, Artefacts, Culture, National Heritage Board, History Guess: Greenhouse Taboo: Gas, Emission, Glass, Seedlings, Global Warming Guess: Shock Taboo: Wave, Electric, Surprise, Horror, Absorber Guess: Recipe Taboo: Cook, Ingredients, Book, Instructions, Chef Guess: Jack Neo Taboo: Comedian, Liang Po Po, I Not Stupid, Director, Mandarin Guess: Frog Taboo: Leap, Amphibian, French, Lily Pad, Tadpole Guess: Teddy Taboo: Bear, Theodore Roosevelt, Edward, Toy, Soft Guess: Lavender Taboo: Lilac, Flower, Oil, Relax, Scent Guess: Square Taboo: Corner, Four, Side, Town, Boring Guess: Pineapple Tart

Taboo: Chinese New Year, Cookie, Bake, Biscuit, Jam

Energizer: Brain Teasers
(submitted by Vijay Sivaraman, Distribution Strategy and Expansion) Brain Teasers extracted from : http://www.pedagonet.com/brain/ 1. Three women each have two daughters. They are having lunch at a restaurant . There are only seven chairs in the restaurant. All the women are seated. Question: How is this possible? 2. There are twelve socks in a drawer : six red socks and six blue socks. The room is completely dark, you can not see. Question : How many socks must you take from the drawer before ABSOLUTELY having either a pair of red socks or a pair of blue socks in hand? 3. A snail is at the bottom of a well. The well is thirty metres deep. The snail advances three metres in one day. During the night, the snail slides back two metres. Question: How many days will it take the snail to reach the top of the well? 4. John, his wife and their daughter wish to cross a river. The row boat can only hold 100 kilos. John weighs 80 kilos. His wife and daughter weigh 40 kilos each. Question: How do all three cross the river? 5. Two barrels contain each the same amount of water. The water temperature in one barrel is 49° F while the other is at 29° F. Two golf balls of same dimension and weight are dropped simultaneously into the barrels.The golf balls are dropped from the same height. Question: Which ball will touch bottom first? Answers: 1. Grand-mother + her 2 daughters + their 2 daughters 2. 3 3. 28 days 4. Mom and daughter cross first. Daughter gets out of boat, mom returns. Mom gets out of boat, dad crosses. Dad gets out and daughter goes back to get mom. 5. Water freezes at 32 degrees F. (1+2+4=7)

Energizer: Get The Ball Rolling
Activity With the given materials, construct a structure which will get a ball moving for the longest time. Rules to observe 1. Ball must always be in contact with paper. 2. After the “go”, no more pushing of the ball or parts of the structure allowed. 3. Wall, floor, chairs and tables can be used for support only. Learnings • Creative innovation within your teams • There are different styles / ways of thinking amongst your team members • Effective management of ideas generated by team members and implementing those ideas to achieve the desired result.

Energizer: Musical Chair
The person who catches the ball supposes to answer questions given by the huddle leader. Questions are related to their daily operations which is related to service value Invest in learning

Service Value # 10 – Demonstrate Teamwork & Personal Accountability

Energizer: Survival Simulation Game
EXPLANATION (to be done after the group completed the ranking but before we discussed the correct answer) Mid-January is the coldest time of year in Northern Canada. The first problem the survivors face is the preservation of body heat and the protection against its loss. Building a fire, minimizing movement and exertion, using as much insulation as possible, and constructing a shelter can solve this problem. The participants have just crash-landed. Many individuals tend to overlook the enormous shock reaction this has on the human body, and the deaths of the pilot and co-pilot increases the shock. Decision-making under such circumstances is extremely difficult. Such a situation requires a strong emphasis on the use of reasoning for making decisions and for reducing fear and panic. Shock would be shown in the survivors by feelings of helplessness, loneliness, hopelessness, and fear. These feelings have brought about more fatalities than perhaps any other cause in survival situations. Certainly the state of shock means the movement of the survivors should be at a minimum, and that an attempt to calm them should be made. Before taking off, a pilot has to file a flight plan, which contains vital information such as the course, speed, estimated time of arrival, type of aircraft, and number of passengers. Search-and-rescue operations begin shortly after the failure of a plane to

appear at its destination at the estimated time of arrival. The 20 miles to the nearest town is a long walk under even ideal conditions, particularly if one is not used to walking such distances. In this situation, the walk is even more difficult due to shock, snow, dress, and water barriers. It would mean almost certain death from freezing and exhaustion. At temperatures of minus 25 to minus 40, the loss of body heat through exertion is a very serious matter. Once the survivors have found ways to keep warm, their next task is to attract the attention of search planes. Thus, all the items the group has salvaged must be assessed for their value in signaling the group’s whereabouts. The ranking of the survivor’s items was made by Mark Wanvig, a former instructor in survival training for the Reconnaissance School of the 101st Division of the U.S. Army. Mr. Wanvig currently conducts wilderness survival training programs in the Minneapolis, Minnesota area. This survival simulation game is used in military training classrooms. ANSWER RANKINGS 1. Cigarette lighter (without fluid) The gravest danger facing the group is exposure to cold. The greatest need is for a source of warmth and the second greatest need is for signaling devices. This makes building a fire the first order of business. Without matches, something is needed to produce sparks, and even without fluid, a cigarette lighter can do that. 2. Ball of steel wool To make a fire, the survivors need a means of catching he sparks made by the cigarette lighter. This is the best substance for catching a spark and supporting a flame, even if the steel wool is a little wet. 3. Extra shirt and pants for each survivor Besides adding warmth to the body, clothes can also be used for shelter, signaling, bedding, bandages, string (when unraveled), and fuel for the fire. 4. Can of Crisco shortening This has many uses. A mirror-like signaling device can be made from the lid. After shining the lid with steel wool, it will reflect sunlight and generate 5 to 7 million candlepower. This is bright enough to be seen beyond the horizon. While this could be limited somewhat by the trees, a member of the group could climb a tree and use the mirrored lid to signal search planes. If they had no other means of signaling than this, they would have a better than 80% chance of being rescued within the first day. There are other uses for this item. It can be rubbed on exposed skin for protection against the cold. When melted into oil, the shortening is helpful as fuel. When soaked into a piece of cloth, melted shortening will act like a candle. The empty can is useful in melting snow for drinking water. It is much safer to drink warmed water than to eat snow, since warm water will help retain body heat. Water is important because dehydration will affect decision-making. The can is also useful as a cup. 5. 20 x 20-foot piece of canvas

The cold makes shelter necessary, and canvas would protect against wind and snow (canvas is used in making tents). Spread on a frame made of trees, it could be used as a tent or a windscreen. It might also be used as a ground cover to keep the survivors dry. It’s shape, when contrasted with the surrounding terrain, makes it a signaling device.

6. Small axe Survivors need a constant supply of wood in order to maintain the fire. The ax could be used for this as well as for clearing a sheltered campsite, cutting tree branches for ground insulation, and constructing a frame for the canvas tent. 7. Family size chocolate bars (one per person) Chocolate will provide some food energy. Since it contains mostly carbohydrates, it supplies the energy without making digestive demands on the body. 8. Newspapers (one per person) These are useful in starting a fire. They can also be used as insulation under clothing when rolled up and placed around a person’s arms and legs. A newspaper can also be used as a verbal signaling device when rolled up in a megaphone-shape. It could also provide reading material for recreation. 9. Loaded .45-caliber pistol The pistol provides a sound-signaling device. (The international distress signal is 3 shots fired in rapid succession). There have been numerous cases of survivors going undetected because they were too weak to make a loud enough noise to attract attention. The butt of the pistol could be used as a hammer, and the powder from the shells will assist in fire building. By placing a small bit of cloth in a cartridge emptied of its bullet, one can start a fire by firing the gun at dry wood on the ground. The pistol also has some serious disadvantages. Anger, frustration, impatience, irritability, and lapses of rationality may increase as the group awaits rescue. The availability of a lethal weapon is a danger to the group under these conditions. Although a pistol could be used in hunting, it would take an expert marksman to kill an animal with it. Then the animal would have to be transported to the crash site, which could prove difficult to impossible depending on its size. 10. Quart of 100 proof whiskey The only uses of whiskey are as an aid in fire building and as a fuel for a torch (made by soaking a piece of clothing in the whiskey and attaching it to a tree branch). The empty bottle could be used for storing water. The danger of whiskey is that someone might drink it, thinking it would bring warmth. Alcohol takes on the temperature it is exposed to, and a drink of minus 30 degrees Fahrenheit whiskey would freeze a person’s esophagus and stomach. Alcohol also dilates the blood vessels in the skin, resulting in chilled blood belong carried back to the heart, resulting in a rapid loss of body heat. Thus, a drunken person is more likely to get hypothermia than a sober person is. 11. Compass Because a compass might encourage someone to try to walk to the nearest town, it is a dangerous item. It’s only redeeming feature is that it could be used as a reflector of sunlight (due to its glass top).

12. Sectional air map made of plastic This is also among the least desirable of the items because it will encourage individuals to try to walk to the nearest town. It’s only useful feature is as a ground cover to keep someone dry. How to score Each team should list its top 5 choices in order prior to seeing the answer sheet. To award points, look at the ranking numbers on this answer sheet. Award points to each team’s top choices according to the numbers here. For example, the map would earn 12 points, while the steel wool would earn 2 points. Lowest score wins (and survives). How this exercise tie-in to Service Value #10 With reference to the items, the individual groups will discuss, decide and rank the items according to criticality, with relation to an air crash. Purpose of exercise is to incite the individuals and different views, priorities and stands. Despite with the different beliefs, etc, individuals can always try to come to reach a mutual agreement through communication and by possessing the willingness to listen and seek others’ opinions, which are better than theirs.

Energizer: Sharing
1. Write the names of all your team members on pieces of paper, fold them into quarter (make sure no one can see the names). 2. Each one of your team member picks a name. 3. That team member then describe the name picked, how this person demonstrated teamwork and personal accountability by an incident that happened. 4. The rest of the team will have to guess who this person is. 5. Those that guess wrongly will be omitted from the game. 6. Those guess correctly can still take part in the game. 7. You can offer the winner sweets / small gift. (Optional) This energizer serves as a platform for the group to identify and recognize achievements and acts of service excellence of the peers. On top that, it also enlightens the others on what they can actually do to add value or just to give good service.

Energizer: Blind Polygon
Props: One blindfold per participant; one 50 - 100 foot length of rope/ string Objective: For the blindfolded group to form a perfect square (or triangle, or hexagon if you wish to be further challenged...) with the rope/string. Instructions:

Blindfold the group, lay a rope on the ground somewhere in their midst, then cryptically tell them that there is something in their midst that they will need to find, that they will know it when they find it, and that you will give the group further instructions when each person is holding the prop. Instruct them to move slowly and with their hands out in front of them to prevent bumps. After the group finds the rope, tell them to make it into as perfect a square as they can. When the group decides that they have formed a square, they can remove their blindfolds and check their work.

Energizer: Team Synergies
Get into a big circle and one arm’s length from each other passing a spoon with a ball balancing on it with only the application of 2 fingers in 30 secs. Moral of the game is the ball signifies a problem and one should try to clear the problem in 30 secs.

Energizer: Deal or No Deal
2 teams, one team is like the participant and the other is the banker.

Energizer: Treasure Hunt Game
(Submitted by Stella Seah, CPP) In one of the huddles which we had for SV # 10 Demonstrate Teamwork & Personal Accountability, we had a "Treasure Hunt" session. 1. The team is being divided into 2 groups. 2. Each team is supposed to "hunt" around the room & look for items which starts with the individual letters of the respective words Eg.: T - telephone E - ear rings A - apple M - mug W - watch O - orange R - ring K - kettle The fastest team wins. From this simple game, we would really be able to see how well each group cooperates & demonstrate their teamwork quality.

Energizer: Dominos
(Submitted by Andrew Wong, CTU) You will need to obtain domino sets for this exercise. • Depending on the size of the group, split the team up into groups of 5 or 6.

•

Instruct the teams that the goal is to build the most creative domino layout that will complete a toppling chain when initiated. • Give the teams 5 minutes to complete their materpiece. • The huddle leader then goes around to each team to see if their built domino setup works. • The team with the most creative setup that maintains the toppling effect wins! At the end of the exercise use the opportunity to discuss team dynamics and teamwork during the exercise.

Energizer: Pen Puzzle
(Submitted by Brenda Tan, CPP Acquisitions - JBCC) They are given 12 pens and need to form four squares. The square should be as per picture below:

After that, they are given 3 minutes to form three squares without breaking the lines. However, they are allowed to move 3 pens only. The answer would be as per picture below:

The answers: • Move pen no. 1 and no. 4 next to the C box. Next move pen no.7.

1 Error! A 4 B

D

C

The admin team had great fun in this exercise. We made this into a competition between 2 teams consisting of 4 and 5 people respectively. It was a tough competition as both teams were given only 3 minutes to come out with the solution. It not only calls upon teamwork, but also cooperation and clear-mindedness from everyone in the team.

Energizer: Boogle
(Submitted by Gregory Tan, Citibank Online – Country Marketing Similar to the game of Boogle, form words using the alphabets from TEAMWORK. Write down as many words as you can within 1 minute. Divide the team into groups and select a few members to do it individually. At the end of the session, count the number of words contributed by each team/individual member. This will prove that teamwork does work better as groups will be able to come up with more words compared to those who are doing it individually. List of words unscrambled from T E A M W O R K eat ore atom ate wake rot tea woke rake team me are work we tear rate roam tore tar wear term term ware tame worm mate arm warm meat oat more ram tome mow mar tweak woe mat teak wok maw make kart war me

ream mare met ark rat tram art toe raw roe wet two tow take ear

moat

mark

row

wore

Energizer: Hand in hand
The team is divided into 2 groups. Each team has to hold hands together in an entangled form. Then they're given the chance to form one big circle while keep holding each other's hands. The team that first creates a big circle wins.

Energizer: Team Work
The team is divided into 2 groups. Each team provided 3 persons to play the game. 1st rep showed 3 physical movements to the 2nd (3rd is blindfold), 2nd mimic to the 3rd after that. Each individual has an action which contributes to the end result, but it's teamwork that achieves more effective result.

Energizer: Toothpick
Divide team into groups. Each group has to work together on ways to pick up a coin with toothpicks. Aside from teamwork, Leadership is the key in teamwork, need someone to lead and guide the team along.

Energizer: Common Interest
The team was divided into 2 groups of 3 staff. Each was given 5 mins to identify their common interest among themselves. Afterwards, the two groups presented the list to each other. This energizer made the team members become more aware of the common interests that were previously unknown. Takeaway: By communicating to each other more frequently, the level of cooperation among the team will be much higher.

Service Value # 11 – Reach for Excellence Energizer: Performance Outcome Formula
1.Start with an ACTION WORD or VERB. Examples: Increase, Decrease, Complete, Cut 2.Follow with the SUBJECT or the OBJECT of the performance goal. Examples: Revenue, Expenses, Customer Satisfaction, Cycle Time 3.Clarify the subject with telling HOW MUCH. Examples: 35%, 2 times, one-third 4.Continue to clarify the subject with telling BY WHEN.

Examples: Tuesday, by December 12th, in 9 days Examples of Performance Outcome: +To reduce the unit’s average monthly complaints from 50 to 40 by June 2009. + +To increase the problem resolution satisfaction rate (t2b) from 71% to 80% by December 2009.

Energizer: Assets and Opportunities
In this activity, participants review skills that are essential to the customer service role, assess their own competence in each skill, and develop an action plan for improving their proficiency. This activity helps new employees understand the assets possessed by top-notch customer service representatives and gives all employees an opportunity to review their assets and opportunities for improvement. Distribute page 1 and 2 of handouts (refer to the URL listed at the end of this energizer) to participants and get them to complete it. After that, distribute page 3 of the handout to them and ask each of them to develop an action plan to improve two skills. Tips: You may want to post these action plans in your department and review them on a weekly basis. Reward employees when they make verifiable progress. If you have more time Make another copy of the Action Plan worksheet (page 3) and put participants into pairs. Each participant will write the skills he or she wants to improve on the Action Plan Worksheet on the line titled "Your skill." The participants will then exchange worksheets with their partners. Each participant will create an action plan to help his or her partner become a Super Star in the areas listed on the worksheet. Allow five minutes for this activity. After which, the participants will then trade action plans and review them for several minutes. Discussion Questions Q: Is it helpful to have someone else brainstorm ideas for you? A: Field answers. Did your partner think of some ideas that you would not have thought of? A: Field answers. Ask participants to review their action plans from time to time in order to improve their proficiency in each skill. Please refer to the following URL for the handouts:

http://ssunp28.aspac.citicorp.com:18080/vgn/images/portal/cit_714/47/35/118129970handout.d oc

Energizer: Who Said What

Split the team into two, provide them with several famous quotes and let them guess who said them.

Energizer: Guiding Your Mates
Form groups of similar size and assign a member to be blindfolded. A piece of paper with a maze drawn on it will then be given to the group members who will then have to guide the blindfolded member through it verbally. No body contact with this member is allowed at all times during the process.

Energizer: Easter Eggs Hunt
Split the team into two and use the shortest possible time to locate Easter eggs (ties in with festive season) that are hidden in the department before hand.

Energizer: Exercise to illustrate the limitations of traditional problem solving
Try this for yourself. (If you do it with a group use a flip chart.) Draw a circle. Divide it into two equal parts, (answer is obviously one line dissecting across the centre). Next draw an equilateral triangle (three sides same length) and divide into three equal parts. Think about it before you read on. Answer is tricky for some - three lines from centre outwards to corners. Next draw a square and divide it into four equal parts (easy - two lines dissecting up and across to make four quarters). Now draw another square. Divide it into five equal parts. (The point is to demonstrate how the mind can get 'stuck' in a certain thought pattern.)

Energizer: The spotlight puzzle – encouraging innovative solutions
A conference room contains three separate wall-mounted spotlights - right, left and front of stage. Each is controlled by its own on-off switch. These three switches are numbered 1, 2 and 3, but they are in a back-room which has no sight of the the spotlights or the conference room (and there are no reflections or shadows or mirrors, and you are alone). How do you identify each switch correctly - right, left, front - if you can only enter the back-room once? Answer: Switch on number 1 and leave it on for 30 seconds, then switch it off. Switch on number 2 and leave it on. Enter the conference room. The spotlight that is on is obviously number 2. The spotlight that is warm is switch 1, and the other spotlight is number 3.

Energizer: Energizer content
(Submitted by Oh Lee Teng, CTU) Some useful information that can be shared during the huddle which is relevant to innovation and identifying opportunities.

Riddles Many problems require you to think out of the BOX for innovative solution. 1. What room has no walls? Mushroom 2: What kind of key can't use to open a door? Monkey. 3. What kind of nut has no shell? Doughnut 4. What can you catch but not throw? A Cold 5. What is the biggest rope? Europe 6. Who is the worst KING? Smo-King Identifying Problems and turning into Opportunities Problem - a lot of people stuck in traffic jams. Opportunity - Billboard advertising & more demand for entertainment on the move! Examples PSP, MP3, MP4…. Problem - We are eating a lot more then we should, causing overweight, obesity. Opportunity - exercise classes, weight loss diets, larger size clothes & diet drinks / foods. Problem: A lazy team-mate Opportunity: U r able to learn MORE! Problem - More spam, more computer virus! Opportunity - more demand for new software, better firewalls & more experts needed! LOSERS vs. WINNERS Losers always have excuses for everything; Winners always have an idea for many things. Losers push the blame; Winners fix the situation. Losers make promises; Winners keep commitments. Losers wait for it to happen; Winners make it happen. Losers say, "Why can't you do this, Why don’t you do that?" Winners say, "Here's something I can do!" In conclusion for today’s value is “Hold yourself RESPONSIBLE for a higher standard than anybody expect of you.”

Energizer: Huddle Game

(submitted by Jenson Lee,GCB Tech Control) Find a partner and put on the “handcuffs” as shown.

Now,

try

to

break

free

from

each

other

without

taking

off

the

cuffs!!

Energizer: The Space Pen

In the 1960s, NASA astronauts discovered that their pens did not work in zero gravity. So like good engineers, they went to work and designed a wonder pen. It worked upside down. It worked in vacuum. It worked in zero gravity. It even worked underwater! And it only cost a million dollars! The crafty Russians used a pencil. ~ Focus on the Solution. Not the Problem! ~

Service Value # 12 – Support Change and Growth Energizer: Pattern Recognition Brain Teaser
Here's a puzzle to test your ability to find a pattern and test it against more data. In this table, each row across follows the same pattern of numbers. See if you can discern the pattern and fill in the missing number in the bottom row. For added challenge (or competition), time how long it takes you to complete the puzzle. Then, pass it along to someone else and see if they can solve it faster.
7 4 8

3

9

7

6

5

10

?

8

4

Executive functions, like planning, and spatial processing are handled by your frontal lobes. Have you solved it yet? If not, here's a hint: If you read your figures like words in the West, then multiply your efforts and subtract the rest. Keep reading for the answer and solution. (7×4)-8 = 20 (3×9)-7 = 20 (3x8)-4 = 20 The answer is 3.

Energizer: Human Scrabble
As the participants arrived, give each of them a scrabble letter piece and a pad of paper and pencil. Everyone will then need to mingle with the rest with the purpose of creating as many words related to Christmas as possible. The words had to be at least 3 letters long.

Energizer: Observe your Partner
ACTIVITY: 1. Find a partner 2. Facing your partner, observe him/her from head to toe for 1 minute 3. Look in opposite direction such that your partner can’t see each other and change/remove 5 physical things (1 minute) 4. Face your partner again and let him / her identify the 5 differences that you’ve made. DEBRIEF: 1. How did you feel about this exercise? 2. Was it easy to observe? 3. How did it feel to be observed? 4. Was it easy to identify the 5 things that your partner has changed? 5. How was the change like – did it make the person look better? Worse? Or the change was too minimal that it didn’t make any impact at all? TAKEAWAYS: 1. The process of change may not be easy for it takes effort and commitment. 2. It’s a natural human reaction to be resistant to change but we need to be openminded to embrace the change. 3. Sometimes, it means getting out of our comfort zones to make it happen. It may initially be ‘painful’ but it’ll be beneficial in the long term.

4. It’s sometimes hard to identify what we ought to change in ourselves because we’ve been so used to doing things, but sometimes the solution is to break free from the old school of thought and try something new. 5. Change doesn’t always mean to be for the better, so it needs a planning, structure, even measurements sometimes to ascertain that the change done is to attain that. 6. In the end, we ought to welcome the change that we want to see in us. 7. While the SV12 focuses on employee’s responsibility to support change and growth, it should start from our individual selves e.g. in the way we do things, we treat our external / internal customers, etc…

Energizer: All about banks
Divide into two big groups. Name the 6 local full banks in Singapore. Name 10 local full banks. (answers can be found http://en.wikipedia.org/wiki/List_of_banks_in_Singapore) Whichever team gets the most correct answers win the huddle.

Energizer: Group Exercise
Split the group into 2-3 teams Ask each group to take a piece of paper and write down all new initiatives by the bank from 2006 off the top of their minds. See which team can come up with the most! Eg. : Instant Card Issuance 5X rewards with Platinum Card Citibank dividend card (5% rebates!) Biometrics Ready Credit Unfixed Deposit Maxisave Traveller’s account Instant Home Loan approval SMRT Launch etc. Once they are done, compile a list of newsworthy initiatives that put Citibank in limelight in 2006. Emphasize how these news items provide free Above the Line marketing to the company and keep its flag flying high as an innovator in the market. Some notable innovations by Citibank in the past:

1897 First major U.S. bank to establish a foreign department; begins foreign exchange trading. 1904 Introduces traveller’s checks. 1928 May 3: First major American bank to offer unsecured personal loans to its depositors. National City Bank is the first to open a Personal Loan Department. 1961 Invents the negotiable certificate of deposit (CD). 1966 Citibank introduces Dollar Certificates of Deposit in the London market, the first new negotiable instrument in the London market since 1888. 1977 Citibank launches Citicard Banking Centers, anchored by ATMs and the Citicard. The 24-hour ATMs are for the first time used for more than emergency cash. 1986 Introduces unique touch-screen automated teller machines in New York City and Hong Kong. Innovation is deep-rooted into the company genes and as a part of Citigroup; we must continue to show support for Change and Growth that is spearheaded by the organization.

Energizer: Story
There are many companies out there that have survived and reinvented themselves for the better. These are institutions that are greatly admired today. Talk about these companies and the benefits they reaped from embracing change. A very good example to talk about is the story of Apple. In the early ‘90s, Apple Computers was in a downward spiral. They had clearly lost the battle for the Operating Systems market to Microsoft, and every idea and invention they had ever come up with since the ‘70s from the mouse to the Graphic User Interface had been copied and perfected by the competition, leaving them behind. Come the mid ‘90s and the company knew it had to change. And change they did. They dramatically reinvented themselves from being a computer company to being an entertainment electronics company, and proceeded to align every part of their organization to this objective. Imagine how difficult it must have been – difficult to let go of markets they were familiar with and enter a new unknown competitive environment, difficult to change the mindset of employees who for decades had viewed Apple as a computer company, difficult to take the risk of investing in the unknown.

But the result of that change effort was dramatic – it led to the creation of the iPod, which brings in almost 60% of their revenue today, iTunes, which dominates the online music market, and even redefined the industry by creating a completely new form of communication known as Podcasts! Many other companies have done the same – GE, which started out as a company that exclusively made light bulbs is now in diverse businesses such as making jet engines, running a TV channel, and giving out loans. Fortune magazine has named GE as the ‘Most admired company’ in the world 6 times so far because of this. Takeaway: Embracing change is always difficult – it requires taking risks, it involves venturing into the unknown, and it moves people out of their comfort zones. But companies have shown time and time again that those who take the effort to support change and growth reap tremendous benefits!

Energizer: Creative Thinking Game
The pages of each volume are exactly 2 inches thick. The covers are each 1/6 inch thick. A bookworm started eating from page 1 of Volume I and ate through to the last page of Volume IV. What is the distance that the bookworm covered?

S H A K E S P E A R E

S H A K E S P E A R E

S H A K E S P E A R E

S H A K E S P E A R E

Answer: 5 inches

Energizer: UNO GAME

The team played the Uno Stacko game. It's a game that uses building blocks to be stacked together with the highest height possible, keeping the structure intact. The Uno Stacko game in a way symbolizes change and growth. It also emphasizes teamwork in coming up with strategies to ensure that the structure (maybe symbolizing the bank/business) to ensure it’s sturdy.

Service Value # 13 – Be an Ambassador Energizer: Bingo! BRAND RENAULT MCLAREN CLEAR SHAMPOO MONT BLANC TAG HEUER NIKE AUDI ROLEX LONGINES GILLETTE OMEGA HK TOURSIM BOARD VISA INTL VERTU LUX BRAND AMBASSADOR ALONSO FERNANDEZ LOUIS HAMILTON RAIN HELENE GRIMAUD TIGER WOODS MICHEAL JORDAN ROGER FEDERER LORENA OCHOA ROGER FEDERER ANDY RODDICK AISHWARYA RAI TIGER WOODS THIERRY HENRY GEORGE CLOONEY JAMES BOND JACKIE CHAN JACKIE CHAN ZHANG ZI YI MICHELLE YEO SHU QI

Divide the group into 2 teams. Each team is given an envelope with 15 pairs of brands & its ambassadors. All team members are to come together to start forming up the 15 pairs of brands with its respective ambassadors. The team that has completed the

pairing will shout out loud" BINGO" and thereafter the loosing team is to come up with a adjective for each pair of ambassdors why they were chosen for that particular brand. ie. Vertu - Michelle Yeo embodies elegance that the brand portrays.

Summary A Service Ambassador of an organization best portrays the product or service. Brand Ambassadors are the face and fingers of the brand, everything they touch, the brand is touching. Brand Ambassadors form the public image of brands and are the humans, companies use to deliver their message to the public. The organisation achieves clearcut goals by using a brand ambassador. It works out in building brand loyalty as the consumer may have interest on that particular celebrity. So when he or she would see that celebrity on an advertisement, then that person could get motivated to use that product or service, as a respected person is involved. Citbank's Service Ambassador is a distinctive walking icon that speaks of the brand.

Energizer: Corporate Social Responsibility
Banyan Tree has a “Green Imperative Fund” to expand and formalize the environmental conservation and community development efforts; Singapore Airlines assist the National Day Parade organizing committees in their preparations by providing air travel to various countries annually; McDonald's established their Global Environmental Commitment in 1990 to focus on incremental improvements designed to continuously improve the environmental performance, both in their supply chain and restaurants and focuses on energy efficiency, sustainable packaging and waste management, and Green Restaurant Design. Do you know what Citi does for Corporate Social Responsibility? Name them and then brainstorm on how we can do more in Being An Ambassador.

Energizer: Treasure Hunt
Treasure Hunt - stickers that represent the groups are paste in areas that are often overlooked such as behind the printers where info will be easily fall into. Focus on blind spots

Energizer: Addicted to Chocolates
The group was divided into 2 teams & each person was given a piece of chocolate. On each, was a slip of paper with a product indicated. Each person was supposed to describe the product without mentioning any key words. The objective of the game was to have the opposing team guess the product correctly.

Energizer: Join Us!
The dept was divided into 3 groups & each had to come up with positive things to say about the bank to convince a candidate to joint the organisation. The most no. of votes win.

Energizer: Think Postive
Each was given a small card to write positve thoughts. Once we have positive thoughts, we'll feel good & speak well of company and others.

Energizer: Brain Power
Pictures of brains of males & females are shown. From the differences, we understand how each functions and eliminate conflicts.

Service Value # 14 – Be Responsible for Safety and Security Energizer: Acronyms Game
1. Acronyms with relation to Citibank & Banking 2. Split group into teams to see which team can come up with the most answers ACL BISO CBNA COB CSI CAAS IP SAR UAT GEMS

*For answers please log into: http://www.citigroup.net/informationsecurityservices/ace/acronyms.htm

Energizer: Anti-Phishing PHIL
(Please access http://lts.brandeis.edu/techresources/protect/antiphishing-phil/master.swf before starting the energizer.)

You are PHIL, a young fish living in InterWeb Bay. Your father is teaching you how to find food and to avoid the dangers that lurk in InterWeb Bay. Use the mouse to swim around the bay in search of food. Swim over a worm to reveal its attached web address, known as a URL. If the URL is legitimate, press the 'UP' arrow or 'E' key while the URL is displayed to eat the worm. If the URL is fake, press the 'DOWN' arrow or 'R' key to reject the bait. Earn points by eating the good worms and rejecting the bad ones. Be careful of enemies that swim in the bay - you will lose a life if they touch you. Phishing attacks attempt to trick people into revealing personal information or bank or credit card account information. In addition to spoof emails and counterfeit Web sites,

some attacks even mimic parts of a user’s own Web browser. The game focuses on teaching Internet users how to tell the URL of a fraudulent site from a legitimate one. It offers tips such as examining URLs for misspellings of popular sites, dissecting a Web address to understand where it’s pointing to, and using Google to validate a URL against search results.

Energizer: Computer Security Terms Crossword Puzzle

ACROSS 1. A secret word or string of characters which serves as authentication of a person's identity. 2. The conversion of data into a form, called a cipher, that cannot be easily understood by unauthorized people. 3. Software that covertly gathers user information through the user's internet connection without his or her knowledge, usually for advertising purposes. It is typically bundled as a hidden component. 4. Unsolicited advertising appearing in email messages. 5. Software/hardware used to prevent unauthorized access from a computer system or network of computer systems. DOWN

6. A copy of a disk or selected files made for safekeeping, usually to removable media. 7. The stealing of your name and other personal information for fraudulent purposes. (2 words) 8. A software program capable of reproducing itself and spread from one computer to the next over a network by taking advantage of automatic file sending and receiving features found on many. 9. A self-replicating program that spreads by inserting copies of itself into other executable code or documents. 10. Tricking someone into giving away confidential information - I.E.: sending an email to a user falsely claiming to be an established legitimate enterprise in an attempt to scam the user.

Energizer: What’s wrong with this picture?
(submitted by Daphne Tong, CPP) Taken from CSO online – The resource for security executives http://www.csoonline.com/read/030104/desk_answer.html

Proprietary Data VIOLATIONS Day planner 1 and Rolodex 2 left on desk. RISK Personal and professional information—including phone numbers, passwords, or notes on meeting times, places and subjects—is vulnerable. SUGGESTED POLICY · Store day planners and notebooks in a locked drawer or take them when away from desk for extended periods of time, including overnight.

Personal Data VIOLATIONS Personal effects including a bank statement 3, checkbook 4 and mail 5 left on desk. RISK Bank statements include account numbers and other personal identifiers; mail carries home addresses and could reveal private information; checkbook contains a history of financial transactions. Unlocked SUGGESTED POLICIES · Lock briefcases and cabinets when away from desk for extended periods. · Keep all personal effects in a locked briefcase or locked cabinet devoted to personal

Briefcase 6 left open near desk. Access Tools VIOLATIONS Keys 7, cell phone 8, PDA 9 and building access card 10 left on desk.

briefcases can have items stolen from them if employee leaves the area.

effects.

RISKS Cell phones can be stolen or have their call histories compromised. Stolen keys give intruders access to restricted areas of the office. PDAs contain sensitive personal and professional data. Stolen access cards can be used for continued access to the building.

SUGGESTED POLICIES · Keep devices with you, and lock cell phones and PDAs with a pass code. · Never leave your access cards or keys out anywhere; always keep them with you. · Notify security staff immediately if access cards or keys are missing.

IT Tools VIOLATIONS Applications left open on computer 11, CD left in computer 12, passwords on sticky note displayed on monitor stand 13, printouts left in printer 14. RISKS Access to personal or sensitive corporate e-mail or passwords can allow ongoing access and intrusion. CD left in drive and data on printouts can be stolen. Cache files for applications and printer can yield sensitive data one might have thought wasn't preserved. SUGGESTED POLICIES · Close applications and turn off your monitor when you leave your desk. · Do not leave portable media such as CDs or floppy disks in drives. · Enable a password-protected screen saver. · Turn off your computer when you leave for extended periods. · Never write your passwords on a sticky note nor try to hide them anywhere in your office. · Remove printouts from printers before leaving your office. · Shred sensitive printouts when you are done with them. · Clear cache files on computer and memory on devices like

printers regularly. Spatial Misconfigurations VIOLATIONS Desk positioned so it's partially exposed to window and view from the hallway 15. Whiteboard with sensitive data on it viewable from hallway and window 16. RISK Window exposure could enable spying from other buildings. Hallway exposure could allow unauthorized access if data, such as a password, is written on a whiteboard. SUGGESTED POLICIES · Desks and furniture should be positioned so that sensitive material is not visible from either the windows or the hallway. · Close blinds on windows. · Use a screen filter to minimize the viewing angle on a computer monitor. · Erase whiteboards; if data on whiteboards needs to be saved, use electronic whiteboards or employ shutters.

Beyond Desk VIOLATIONS File cabinet drawer open 17 and keys left in lock 18. Trash bin contains loose-leaf paper 19. Bookshelf contains binders with sensitive information 20. RISK Folders in cabinet are eminently stealable. Keys allow for ongoing access and the ability to return files, so it's hard to detect theft. E-mails, other sensitive paper in trash bin can be stolen afterhours or found in the Dumpster outside. Binders on shelf, clearly marked as sensitive, are also available for "borrowing," making the theft of the information hard to detect. SUGGESTED POLICIES · Do not use bookshelves to store binders with sensitive information. Label those binders prosaically and lock them up. · Arrange folders in file cabinets so that the least sensitive are in front, most sensitive in back. · Keep file cabinets closed and locked. Do not leave keys in their locks. · Shred paper before throwing it away. Participate in a corporatewide shredding program. · Lock your office door when you're gone for extended periods.

Energizer: Know Your Information Security Related Acronyms
Solve this list of Information Security Related Acronyms. Refer to the attached for answers as well as more abbreviations that you can include in your quiz to test the group. 1) AIS 2) ACL 3) BISO 4) CAP 5) CBNA 6) COB 7) CSI 8) CAAS 9) DES 10) DNS 11) EFT 12) FDIC 13) FTP 14) GCG-NA 15) GEMS

Microsoft Word Document

Service Value # 15 – Think and Act like an owner Energizer: THE OWNER, THE PLANNER
QUALITY ACTION PLAN This exercise can form the basis for your improvement effort back on the job. Directions: Please answer the following questions. Who is the customer for the product / service I product? What is the product / service I produce ? How do I know what my customer requires? A problem within my work area that could be solved by reducing defects or turnaround time is: 5. What is an objective that I can do to address # 4? 6. How do I know that I have achieved my objectives or goals? Is my current process being measured? 1. 2. 3. 4.

Energizer: Run a Café
PART 1 You have raised S$500,000 in capital to start a cafe. Although the economic landscape has taken a turn for the worse since you started planning, you and your partners decided to press ahead. You called for a meeting to brainstorm on ways to meet the expected challenges. Discuss in groups and share 3 ideas each in terms of 1) How to generate revenue; and 2) How to minimize expenses. PART 2 Once all the groups have shared their ideas, draw parallels to your own department and challenge each member of the department to think of how he/she can OWN his/her area of work. The path to achieving success in our individual area of work is similar to that in running a business - we have to think and act like an owner.

Energizer: Building a Stable Foundation
Form groups of similar size. Each group will be given a ball and the same amount of money to buy materials such as straws and masking tapes. The objective is to construct a structure to keep the ball elevated. The group that spent the least amount of money but yet has the most innovative and stable structure wins.

Energizer: Do you trust me?
Rules of The Game: Pick a partner you trust Stand in front of your partner Have your partner stand about 2.5 feet behind you Fall back into your partner’s arms Your partner is required to catch you Objective: To test if you fully trust your partner whom you selected Moral of the Story: If you have fear and hesitated to fall into your partner’s arms, you do not fully trust your partner even when you were given the opportunity to select the partner whom you trust the most. Let’s put ourselves in our customer’s shoes. Our customers do not have the privilege of choosing which staff they want to be served by. They do not know who we are and if they can trust us to get things done. All they trust is our brand name and our responsibility is to live up to our legacy by maintaining the trust of our customers by delivering our promises each time and every time.

Possible Combinations and points awarded (Please ensure that everyone is aware) Red (Person X) + Red (Person Y) = 5 points awarded to each person Blue (Person X) + Red (Person Y) = Person X gets +10 points, Person Y gets –10 points Red (Person X) + Blue (Person Y) = Person X gets – points, Person Y gets + 10 points Blue (Person X) + Blue (Person Y) = both persons gets –10 points In conclusion: Different individuals have varying methods to convince customers and grow the business. Every customer is different; your ability to close a deal largely depends on how well you understand your customer. Sometimes, giving all the time might not be in the interest of both parties. Similarly, receiving all the time might prove to be an impartial result. He who anticipates correctly achieves the best outcome without having to necessarily stretch one’s resources. Use your discretion wisely, THINK AND ACT LIKE AN OWNER!

Energizer: Know your Products
1. 15 questions - guessing a bank product by asking no more than 15 questions and the answers can only be yes or no. The less questions used to get the answer the better. 2. Team was divided into 2 groups, following which a representative from each group will view the item kept within the boxes following which members of the group will ask questions which can only be answered as yes or no by the representative, purpose will be to identify the item

Energizer: Broken Telephone
3 Citibank messgaes were passed down three lines and last person to repeat the message.

Energizer: Displaying Ownership
Discussion on how to display ownership towards customer issues on various levels, to highlight how each and every one of us can think and act like an owner. Huddle leader printed out interesting real cases related to service value.

Energizer: Find the hidden Words Team Exercise
(submitted by Sabrina Chew, CPP)

Energizer: Discussion Article
Feel like an owner, think like a customer Putting yourself in the shoes of your boss and the customer will help you do your job better The Straits Times Recruit - October 21, 2006 EVERY contact your organisation has with customers either cultivates or corrodes that relationship. That includes every letter you send, every advertisement you run, and every phone call you make. The same applies to every employee contact, from the chief executive officer to technicians, sales force, support staff, and maintenance crews. In other words, your business is only as good as your worst employee! It is a sobering thought, isn't it? How well are you training your employees to cultivate your customers? Is anyone too high or too low to count? Employees as heroes At a meeting for the Gap stores, Mr Ed Stair, senior vice-president of Gap Outlets, wanted to make everyone think of ways to serve customers and, at the same time, see how wasted resources could instead be used to benefit customers. He started his talk by saying: "We are here to talk about heroes. They may be sitting in front of you, or behind you, or they may be you. In the trenches, Gap heroes!" He went on to describe how one Gap hero in the mailroom noticed seven FedEx packets going to the same Gap location, on the same day, with the same material inside the company newsletter. He repackaged them into one, with directions to distribute at the final location. Making the same observations every day saved the clothing company $200,000 in one year, which was directed into another jeans size not created, 18 miles of shelves to make it easier for employees to find what they need and a month more to watch the fun Gap commercials. Customer's viewpoint On a visit to New York, my brother and I decided on a whim to see a movie. It was the last show of the evening, and, though we were 10 minutes late, we did not think missing a few scenes would matter. The cashier refused to sell us tickets because she had closed the cash drawer for the night. We asked her if it were possible to enter the money in the next day's records. She said no. After speaking to two more employees, including the manager, we left without seeing the film. They could not take our money because the drawer was closed. Had the theatre's employees been trained to see situations through the eyes of the customers, we would not have encountered three uncooperative and uncaring

individuals. Taking money after the drawer is closed is undoubtedly a nuisance, but it is revenue, after all. Obliging customers brings repeat business, and repeat business is what we all strive for. Through the boss' eyes One of the goals of customer service training is to instil in all your employees the sense that it is their business too. Build this sense of ownership by encouraging them to see situations from the owner's point of view. If the theatre employees had had any sense of ownership, they never would have turned down money. Which day the ticket sale is rung up is irrelevant. Taking in money is what keeps the doors open and what business is all about. Take the case of a manager for a credit card company in Phoenix, Arizona. He visited a local mall to buy 10 boxes of chocolates for his employees as thank-you gifts. There were two candy stores across from each other. He entered the first store and asked if they accepted the credit card issued by his company. Assured that they did, he selected candy totalling $150. Then he noticed the store had only posted the signs of rival card companies. Through the window, he saw that the candy store across the street had the logo of his company clearly visible on its door. The manager explained to the salesman that, as an employee of that card company, he could not, in good conscience, give his business to a store that did not advertise his company's card. "I hope you'll understand that I'll have to take my business to a store that does," he said. Just then, a 16-year-old stock boy asked him to wait a moment. The youngster ran to the other candy store, picked up an application, ran back, cut out the logo of the customer's credit card company, and taped it to the register. "Is that good enough, sir?" he asked. Needless to say, he made the sale. That employee had no long-term career strategy with the candy store, yet he instinctively knew how to take the initiative, creatively removing the problem, and getting the customer's business. If he had not acted as if he owned the business, he would never have made that sale. The best strategies are usually the simplest. Everyone makes a difference. No one is too important or unimportant to leave out of your positive public relations loop. Seeing your business through the eyes of your customer and boss is a winning combination and a good place to start. Article contributed by Patricia Fripp, a US-based executive speech coach and awardwinning professional speaker. E-mail: PFripp@Fripp.com Website: www.fripp.com

Energizer: Cross Word Puzzle
(Contributed by Elaine Soh, Central Investigation Unit)
1b) 1a)

E

5)

2)

T
3)

1c)

N

E

4)

T

S

1. We have responsibility to our a. ________________ (Across) b. ________________ (Down) c. ________________ (Across) 2. 3. 4. 5. Take __________________ ownership (Across) ___________ in learning (Down) Adhere to the Citibank grooming ______________ (Across) Deliver _________________ experience (Down)

Please refer to attached crossword1.xls for answers.

crossword1.xls

Energizer: Find The Hidden Words
(Submitted by Elaine Soh, Central Investigation Unit)
A G R G E T F K V V K F U E D C L K A P E S O L I D T N H S D R E N E X E R S D G E R U I S G T F U C T K Y F I Y P H V S I K J E E O L O N G I Q W E F V A P S M H L H O D N S K H B N F L X O B R L S X Y J C O H K N F T T F V C K E I P G Y C S R Y R R E A R O D A S S A B

G M H B T

Q W T C N A

B W H O R E S P O N S I B N A L J F V T B T L L J L C T H N S I V E Y S G

R W Q I N T

Y W B M R I O N Y G H A A T N X U J T S N O

Q W S A F H N B S G N I N X E F G N B A

Y M D L K F C B O V D I N G C X P T

T W O J S I R E J H I B

M N C P L Y Y E J B L V

S M A C Y S A C A J R U H L

Z M T F R A R R E D K K

M R R I H A E L

A M W O O U F P P K R P G S O T

E M K I J X T K

S W L O S E

T M X R

B M D O L

E W B X S H

A M V A

E M A

1. Make each _________ personal 2. Maintain _________ image 3. _________ clients needs 4. Be the _________ of Citibank 5. _________ genuine care 6. Never _________ a client 7. _________ empowerment 8. Build for _________ term 9. Invest in _________ 10. Demonstrate _________ & personal accountability 11. Reach for _________ 12. _________ growth & change 13. Be an _________ 14. Be _________ for safety & security 15. Think & act like an _________

findmissingwords.xls

Answers:

The Citibank Experience Energizer: The Citibank Experience
Just how good is the Citibank Experience? Here’s a suggested way of how we measure up… 1. Besides Citibank, think of two of other companies that are renowned for their core competence. These competences may be customer service, product innovation, logistics etc. 2. Write the company names or draw their logos on three separate flip charts, i.e. Company A, Company B and Citibank. 3. Split the huddle group into three and get each group to list what makes and breaks their experience as a customer with these companies. 4. Compare and contrast these points with those listed for Citibank. Draw parallels with these companies. 5. This sharing will help each of us to realize the strengths and weakness of Citibank and thus presents us with the opportunity to improve and excel further. The end in mind is to deliver a more enriched Citibank Experience.

Energizer: Citibank Experience Vs. External Experience
(submitted by Warren Ilustre, Customer Experience Management) Objective of the activity: to compare and contrast the Citibank Experience with our own Customer Experience as drawn from our own interaction with any external service-oriented organizations Eg: WE PUT OUR CLIENTS FIRST Company: Singapore Airlines Similarities: - Service focused co - Segmented Customers - Innovative - In a competitive industry - Portray / maintain a high-class image - High standard of security Differences: a. How are we better? - Larger Variety of Products - Hotline Support b. Where can we improve on? - More smile - Consistency of excellent service - More customer-oriented

- More professional looking - More structured standard training WE FORGE DEEP AND LASTING RELATIONSHIPS WITH OUR CLIENTS Company: Starhub Similarities: - Product and Service - Essential Service - Change is a constant - Customer Service key - Trained people Differences: a. How are we better? - Able to handle complex products and services - Domain knowledge - Special Qualification - Global presence b. Where can we improve on? - Implement changes faster - More responsive to market and customers - Expand customer base, there is a product to meet every need WE INSTILL CONFIDENCE AND ASSURANCE Company: UOB Similarities: - Financial Industry - Customer focus - Empowered employees - Competitive in market (card) Differences: a. How are we better? - Worldwide recognition - Client First initiative - Global presence - Innovative - Better customer experience - Clever, creative, better marketing campaign b. Where can we improve on? - Expand more branches - Speed - Follow Up - The card of choice - Gallup results

Energizer: Service Values Self-Assessment
(submitted by Warren Ilustre, Customer Experience Management) 1. Who is my customer? (Internal / external) 2. Think of an interaction you had with your customer. 3. Was I able to give him or her the ultimate Citibank Experience? a. If Yes, how did I do it? b. If No, how could have I done it differently?

Energizer: Delight your customers
1. Individuals were asked to share on the customer feedback compliments that they received and the practices they had they brings about compliments and delights customers. 2. Sharing of a chain of email communications between a customer & various Citiphone staff, on how a potential complaint was turned around with customer sending 2 complimentary emails on 2 Citiphone staff.

Energizer: Group Exercise - Aligning our values
(submitted by Warren Ilustre, TQ) This is a group exercise to illustrate how each of our inherent values can be aligned to The Citibank Experience. Here’s how to go about it: 1. Prepare 3 large sheets of whiteboard paper. On each sheet should be our Citibank Arc and one part of the Citibank Experience. The setup should look something like this:

At Citibank we put our clients first

We forge deep and lasting relationships with our clients

The Citibank experience instills confidence and assurance

2. At the beginning of the huddle, give each participant 2 small, blank post-it notes. Ask each participant to write down on each a value/characteristic that he or she is proud to have (eg. Honesty, Integrity, Charisma, Friendly, etc).

3. When they are done, ask them to paste on their value/characteristic on one of the three posters. Ask them to place it where they feel it is most appropriate to further that part of the Citibank Experience. 4. When everyone is done, discuss the values that fall under each poster. Takeaway: This exercise shows that each of us has characteristics and values that are valuable in helping Citibanker live out “The Citibank Experience”. What the group should realize is that each of us has something to contribute to the company’s mission, and that we just have to apply our strengths in the relevant areas to achieve this.

Energizer: The 3 aspects
(submitted by Ocean Chan, CitiPhone)
"CPE- Game (Ocean).xls"

Energizer: TABOO!
(submitted by Ajax Wui, Control & Compliance) Guess the correct word by acting or describing the word given. You are not allowed to mention the 4 related words below. E.g: Word – Excellence (Act: Thumbs Up! Description: Very Good, Great, etc) 4 related words – Reach, Strive, Brilliance and Distinction

Taboo!.xls

Other useful activities
Associate the icon to the value (submitted by Frances Cheng, Sales Compliance and Project Support) Associate the service value to the right icon. You can use this as an exercise to help your group memorize the values!

Word Puzzle #1 (submitted by Vijay Sivaraman, Distribution Strategy and Expansion) Questions: *Answers below 1. When is four half of five? 2. What can run but never walks, has a mouth but never talks, has a head but never weeps, and has a bed but never sleeps?? 3. What is full of holes but still holds water? 4. What is light as a feather, but even the strongest person cannot hold it more than a minute? 5. On my way to the fair, I met 7 jugglers and a bear, every juggler had 6 cats, every cat had 5 rats, every rat had 4 houses, every house had 3 mouses, every mouse had 2 louses, every louse had a spouse. How many in all are going to the fair? 6. What letter is next in this sequence? M, A, M, J, J, A, S, O,__ 7, Before Mount Everest was discovered, what was the highest mountain in the world? 8. What happened in 1961 and will not happen again until 6009? *Answers: 1. When it is a Roman Numeral - F(IV)E ! 2. River 3. A Sponge 4. Their breath ! 5. Just me - the others were coming from the fair 6. N for November 7. Mt Everest was still the highest mountain before it was discovered 8. The year reads the same upside down Fill the Jar (Submitted by Melvyn Eio, Education Loan Unit) http://ssunp28.aspac.citicorp.com:18080/vgn/images/portal/cit_714/32/37/118062706Ca ve.xls

More Useful TIPS - Introduce good books to read - Sharing interesting articles - Thank you notes were exchanged - Birthday celebrations - Acknowledging any kind of recognition. Secret Recipe to a Great Huddle (Contributed by: Dinna, Jonathan, Glen, Alan, Zack, Robin) Step 1: Preparation of ingredient: Familiarize with the Client 1st Daily materials before the huddle. Research for relevant information online Gather own or other people’s experience pertaining to the service value. Prepare materials for games (if any) Gather ideas for the huddle from people around. Step 2: Appetizer: Grab the attention of the group by: By telling some jokes Doing some short physical exercises, morning stretches. Step 3: Main Course: Some games will always spice up the daily huddle, but too much will also have adverse effect. Hence, daily huddle facilitator could have a quota of 2 – 3 gaming day every week, so as to strike a balance. I.e, every Monday & Thursday, the huddle leader must come up with some games prepared. Step 4: Desert An important dish for a complete decent meal. Share with everyone the articles and other information in the Client 1st Daily. Share with everyone any useful encounters in work in the previous days. Bon appétit!

4 Easy Steps to Improving Your Huddle

1) Do not always talk about work issues. The huddle leader can get the group to share their personal experiences, for example travel experiences, dining experiences etc. then relate them back to work. Alternatively the huddle leader can make use of this session to engage the group in activities like making simple Christmas decorations, designing ang pows etc.

2) Bring the huddle out of the office. Instead of having the huddle within the office compound which is space-restricted, the huddle leader can organize a huddle to be held at a nearby breakfast place or the openspace so as to enjoy the fresh air and sun. A change in environment will make people feel revitalized. 3) Flexibility to lead the huddle. Some people may have ideas to lead a huddle based on a certain service value but is just unfortunate that he/she is not being assigned to it. A schedule can be drawn up to allow the assigned leaders for the week to pick which service value they want to lead. For example, the next week’s service values are 1 to 5. The five leaders assigned for the week can have the choice which particular service value they want to lead instead of being assigned. Another option: For example there are 19 working days in December. A timetable showing the service value for each day can be pinned up and everyone in the group will have to indicate on it which day they want to lead the huddle. In this way, the responsibility falls on everyone as he/she is the one who decides when and which service value he/she has chosen. “Lucky Draw” can be conducted so that everyone draws lots to decide which service value they lead. 4) Getting “fresh” faces to join the huddle. Arrangements can be made to combine different departments for the huddle. Alternatively if we know of someone who just come back from an exciting trip or had attended an interesting course, the huddle leader can arrange for him/her to be the invited guest speaker for the huddle.

Gladly Presented By: Lily Aprida (HFS – Retention) Cynthia Soh (HFS – Retention) Ong Bee Chuen (HFS – Retention) Emily Tan (HFS – Sales) Lee Wee Kiang (HFS – Retention)

Helpful links for ideas to energize your huddle Brain Teasers http://www.amusingfacts.com/brain/ http://www.pedagonet.com/brain/brainers.html http://www.crossword-puzzles.co.uk/ http://hlavolamy.szm.sk/brainteasers/ http://www.pedagonet.com/brain/ Customer Service Articles

http://www.customerservicemanager.com/customer-service-articles.htm http://customerservicezone.com/ http://sbinfocanada.about.com/od/customerservice/Customer_Service_And_Customer_ Loyalty.htm http://www.businessnation.com/library/articles/pages/Marketing_and_Sales/Customer_ Service/ http://www.inc.com/guides/cust_service/23036.html

Puzzles http://www.puzzles.com/PuzzlePlayground/WelcomeToPuzzlePlayground.htm http://www.puzzles.com/ http://www.brainbashers.com http://www.archimedes-lab.org/

Customer Service Crossword Puzzle and Solution http://www.csweek.com/csw2006/cswcrossword2006.pdf http://www.csweek.com/csw2006/cswcrosswordans.pdf

Team Building Games http://www.businessballs.com/teambuildinggames.htm http://wilderdom.com/games/InitiativeGames.html http://www.businessballs.com/freeteambuildingactivities.htm http://www.geocities.com/saskrescue/all_aboard/main.htm http://www.teambuildingportal.com/games/ http://www.teambonding.com/programs_full_list.html http://www.leadersinstitute.com/teambuilding/team_building_tips/index.html