Allow 10 minutes for this activity. When the video has finished, generate discussion with the group about responses to the video and the above questions. Allow 35 minutes for this activity. In small groups, identify some potential stressful situations and events which people using your service may be experiencing or encounter. Have a member of each group take notes from the discussion to report back to the main group.
Small groups report back to the main group.
Facilitator to explore with the main group practical solutions that they could use which will assist with alleviating some of the stress that the person may be experiencing. Allow 25 minutes for this activity. As a main group, discuss participants' responses and brainstorm ways that participants could improve on customer service in their own service or organisation. Allow 20 minutes for this activity. People have the right to information and access to a service on the basis of relative need and available resources.