ISO 9001:2015 Clause 5 Games

Game 1: Communication: Coach the Builder

Effective communication is essential to keeping productivity high and producing
results that meet expectations. Executive leaders, supervisors, and individual
contributors can all benefit from improved communication skills. This exercise
reinforces the importance of listening and using succinct, clear language so that
you avoid misunderstandings and mistakes. Follow these steps:

1. Divide participants into groups of four to seven people. Provide each

group with two sets of blocks (Legos, for example) with each set
containing at least 10 blocks. Prior to the exercise, you should build a
sample object (such as a house) out of one set of the blocks.
2. Assign a leader, a delegator, a builder and note-taker. The note-taker will
watch and document how people behaved during the activity, what
seemed to be working, and where the participants could do better.
3. Provide the leader with the item you built, making sure that only the
leader can see the object. Start a 10-minute timer. When the activity
starts, the leader will provide the delegator with instructions on how the
builder should build an exact replica of the object. Remember the
delegator should not see the object, and the builder should be out of
earshot.
4. The delegator listens and then quickly goes to the builder and repeats the
leader’s instructions. The delegator can go back to the leader as many
times as necessary within the 10-minute timeframe.
5. The builder uses the other set of blocks to construct the exact same
object that the leader can see, using only the delegator’s instructions as a
guide. The delegator should not see the object as the builder constructs it.
6. After 10-minutes, compare the leader’s object with the builder’s to see
how closely they match. Discuss what was frustrating or easy about the
progress, and talk about what each person would do differently to produce
better results next time.

Game 1: Accountability: Bring Clarity to Goals and Expectations

When deadlines or expectations are unmet, we sometimes chalk it up to a lack
of accountability. Often, this is not because the individual assigned to a task
didn’t try hard enough, but because the expectations of that individual were
unclear. If team members jump to action before truly understanding the task’s
purpose or intended outcomes, they are more likely to make time-consuming
and potentially costly mistakes.
This leadership activity teaches contributors how important it is to gain
clarification before moving forward with any assignment, which results in
improved accountability. Here are a few common scenarios where this activity
can be beneficial:

 An executive hosting a meeting with managers

 Supervisors conducting daily stand up meetings with direct reports
 During a team building session with all employees
Here’s what to do: At the start of the meeting, say to the group, “The seating
arrangement is all wrong for today’s meeting. You have 60 seconds to improve
it.” If teammates ask you to offer more information, repeat your instructions.
Some may continue to press, while others will immediately start moving
furniture around. Observe what they do, but don’t offer any more information,
feedback or instructions. When the minute is up, stop all activity, and ask these
questions:

1. “Did you meet your objective? How so?” Discuss how and why the lack of
clarity made it difficult to complete the task.
2. “Who sought clarification? How did I make you feel when I refused to
provide more detail?” Explain that when participants don’t ask questions,
and the project owner fails to provide the necessary clarification, everyone
risks making mistakes or failing to complete the task altogether. 
3. “How did the time pressure change your behavior?” Discuss the tendency
to respond to stress or pressure by jumping into action before confirming
the plan, and how this approach can lead to major problems.

Ultimately, this activity shows individual contributors how to approach an unclear

task. It also teaches leaders to set expectations, deliver clear direction, and
create a culture that prioritizes communication and accountability.

Game 3: Understanding Customer Requirements

Who is Jeffrey?

Game 4: