Stepping out of the box

Businesses have a unique new training tool available to help them unlock creative potential and energize their employees' thinking.

Get On Your Feet is a corporate training company formed by Gary Hirsch, an improvisational actor and visual artist, who helps companies strengthen productivity through the use of improvisational theater techniques.

"Why is it that no one ever gets up at a meeting and says, `Hey, I've got a really bad idea?'" Hirsch asked. "It's because we're afraid. But if someone is willing to take that risk, it can be the start of something really great."

Risk-taking is one of several skills taught at Hirsch's workshops. Other improvisational skills that are useful in the workplace are active listening, accepting, "two heads are better than one" and the importance of play and fun.

Hirsch teaches these skills through active participation in cooperative exercises. A typical company workshop begins with a short presentation by Brainwaves, an improvisational comedy group led by Hirsch. The presentation gives participants an idea of what they're getting into and helps loosen them up through laughter.

From there on in, nothing is typical. Each company that hires Get On Your Feet experiences an individual program designed to meet the specific needs of their business.

Starbucks, for example, wanted to help baristas learn to engage customers in a meaningful way.

"All customer service actions are stories waiting to be retold," Hirsch said. "In improv, you see good-natured people cooperating together and enjoying their work. It makes you feel uplifted when you leave the theater.

"Similarly, if a customer can be included in a good-natured exchange, they come away from that experience feeling uplifted," he said. This can enhance the public reputation of the company whose employees provide that experience.

The essence of good customer service is understanding that people want to be listened to.