Activity 5: Icebreaker-Communications Success or Failure Words can have lasting consequences-for better or for worse. In this activity, we share some stories about occasions where the way a message was delivered pushed events in a new direction. Perhaps a confusing email left the boss as the only attendee at a crucial meeting, or a customer service agent's empathy turned an angry customer into a loyal one. There are lessons to be learned from both successes and failures. Instructions 1. Think of a time when you saw the phrasing of a message make a real difference. Pick an example where it's the delivery that matters most, rather than the message itself. Wedding announcements and medical diagnoses both are memorable, but not normally because of the way the message was phrased. If you can't think of a success or failure, ask family and friends, or search the web. 2. Post your story to the "Icebreaker Discussion" forum. If you are describing a failure, explain what went wrong. Was there a problem with the message's construction? Did a communication barrier interfere? If you are describing a success, what challenges did the sender overcome? Is there a lesson you could apply to your own writing? Note: Be careful not to influde any personal information that you do not want shared, especially if you are speaking about someone else. Once you have posted, read some of the stories that other students have shared