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Communication and Student Resource

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Student Resource 8.5
Assignment: Communication Skit
Student Names: Date:
Directions: Working together in a group, you are going to develop a script for a skit to demonstrate positive customer service communication skills. You will be assigned a scenario to get you started. Your job is to work together to determine what the customer service employee should do or say to resolve the situation and make the customer happier. Before you begin, read through all of the instructions on this assignment sheet, and read the rubric to make sure you understand how your work will be assessed.
Writing a Script
Scripts are very useful when you are writing a skit, screenplay, or play of any kind. Your scenario will be presented to you in a script format. Scripts are designed to make it clear who is talking. Important elements of script format include:
The speaker’s name is in the center of the page and underlined.
What the person is saying is underneath the name and centered.
If the speaker does something (like open a door, sit down, etc.), that is called a “stage direction.” Stage directions are written in italics. Stage directions may also tell the speaker which person he or she is talking to.
Look over your starter script and see if you can identify these elements.
Follow These Steps to Write and Perform Your Skit
1 Read your scenario and discuss it with your group. Ask your teacher if anything about it is confusing.
2 Look at the script format so you know what a script should look like.
3 Read over the rubric so you know how your work will be assessed.
4 Complete the analysis section of this worksheet.
5 Decide how to outline your skit based on which communication techniques you’ve chosen to portray. Fill out that section of this worksheet.
6 Write your script.
7 Share your script with another group and make changes based on their feedback.
8 Practice your skit. Think about the nonverbal communication you are conveying. Remember, people receive more information that way than from your actual words.
9 Perform your skit.
10 Give feedback on other students’ skits.

Analyzing the Scenario, Part One
Look back at Student Resource 8.1. Are there any phrases in that reading that you can use in your scenario? Write them down here.
In this scenario, you need to use proper English in your workplace. Always remember that you always want to sound and look professional in your customer’s eyes.

Is code-switching important in your scenario? Why or why not?
In this scenario, code switching is not a big deal because there is no any language barrier between the agent and the travelers, but if the agent code switch, s/he will code switch in a way that s/he needs to be formal in terms of how s/he talk and how s/he approach or handle the travelers. It is always important to be formal when you’re in a job that does a lot of talking and socializing. You don’t want to sound rude and informal to your customers.

Could jargon be a problem in your scenario? Why or why not?
For me, jargon will always be a problem, especially when you are talking to someone that doesn’t share the same interest as you. You should always remember the Platinum Rule, that customer’s always wants to be spoken in a way that they can understand.

Analyzing the Scenario, Part Two
Look back at Student Resource 8.2. What listening skills should the employee use in this scenario? Why are those listening skills important?

Analyzing the Scenario, Part Three
Look back at Student Resource 8.3, your chart, and Student Resource 8.4, the third reading. Which problem-solving techniques will be most helpful in this scenario? Why are those techniques the best ones to use?

Outline Your Skit
Use the space below to decide who will play which role. An example is provided.
Student Name
Role
Tanya
Waitress

Use the space provided to help you create an outline of your skit. You don’t need to write down exactly what each person will say, but you need to make a plan of what will happen and which communication techniques you will demonstrate. Your skit should be three to five minutes long and should demonstrate at least three different communication techniques. An example is provided.

What Happens
What Technique(s) It Demonstrates
Hungry person complains to waitress because he’s been waiting.
Waitress lets customer vent and doesn’t take it personally.
Hungry person says he thinks waitress is doing a terrible job.
Waitress apologizes, explains that one of the other waiters is home sick, and re-focuses the conversation by asking for the person’s order.
Hungry person says he is going to leave and go to another restaurant.
Waitress apologizes again and offers a free dessert to make up for it.

What Happens
What Technique(s) It Demonstrates

Now it’s time to write your script. Remember to follow the right format.

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