This is a slide from a classroom training I created that provided guidelines for addressing difficult conversations that were going to result from upcoming policy changes. The activity was used an ice breaker to start to the training session in a way that would engage participants.

Five teammates from the class were asked to respond to a difficult question from an eBay user, but each teammate could only say one word at a time. It always results in a funny response which gets them laughing and prepared them to be engaged in the session. It also helped illustrate the idea that they need to be aligned with company policies and each other so everyone would be presenting the same message to customers who would be impacted by the upcoming policy changes.