September 2025 | Volume XLIII, Issue 3 »

Yes, And…Improv at the Library

September 2, 2025
Alissa Janchenko, New Lenox Public Library

IMPROV TRAINING FOR FRONTLINE STAFF? YES (AND!)
When most people hear the word “improv,” they typically have one of two reactions: either resounding enthusiasm to get to play games like they’ve seen at Second City or on the popular show Whose Line is it Anyway?, or a cold dread akin to being spotted by a hungry lion.

Both of these groups can benefit from incorporating improv games and training into staff development–and even better, might actually enjoy the process.

WHY IMPROV FOR CUSTOMER SERVICE?
The whole basis for improv is to start from an open-minded place, despite how unfamiliar a situation can be. For library frontline staff, the varied cornucopia of patron interactions is a breeding ground of opportunities to use “yes, and…” The improv games that are listed below can be used with staff who work on multiple fronts. They help utilize active listening, mindfulness, and intentional attitude shifting from being immediately defensive to receptive and responsive. The real trick of “yes, and,” though, is in the details–you can say “yes” to a person and “no” to an idea. Boiled down to its simplest form, it is about hearing people and showing up the best way you can.

That’s not to say there are no additional rules, or that the occasional vehement “no” is not only welcome, but necessary. Just like performing live improv in front of an audience requires each actor to set and respect boundaries, customer service relies on the social contract of following basic rules (policies and procedures are your friends, folks). Improv gets people more comfortable with thinking on their feet, a fantastic skill to have when interacting with the public. There’s also a lot of value to be found in being uncomfortable–improv helps participants feel more at ease with the unknown. Every time you handle a new situation, you are creating new neural pathways, and training your brain to look for new solutions. A Psychology Today article from 2021 cites a study that found that doing improv, even as a novice, literally impacts your brain by increasing your “window of tolerance” and driving the nervous system to "self-organize towards integration and balance.” Not only can this benefit adults in the workplace, but it can help students with nervous system regulation as well!

HOW IMPROV HELPS WITH TEAM BUILDING
Laughter is one of the quickest ways to form a bond with other people. In an article for Berkeley’s Greater Good magazine, social psychologist Sara Algoe states that “shared laughter signals that they see the world in the same way...perceived similarity ends up being an important part of the story of relationships.” By using improv games as icebreakers during department meetings, or as training exercises during staff development days, you aren’t only honing customer service skills–you’re empowering team bonding. Several improv exercises require good teamwork such as using listening skills, supporting from the sidelines, or looking out for one another.

USING GAMES IN TRAININGS
So, the whys of using improv are many–but how? Listed below are a couple of the games Yes&: Training and Consulting uses during staff enrichment time. They are designed to be adaptable to your needs and the needs of your organization. Small groups tend to work best for these activities, and typically six to ten people in each group is about perfect. These games can be done sitting, standing, around a table, as an icebreaker during a meeting, for two minutes, or for an hour–completely up to you!

IMPROV GAMES FOR CUSTOMER SERVICE

Questions Only
This game is played by breaking your groups into two lines, with the first person in each line coming forward to participate. They are given a scene location (library, for example) and must conduct the entire scene using only questions–while still making the scene make sense. When one of them makes a statement, takes too long to respond, or gives up, the next person in line takes their place and the scene continues. For added fun, you can have the rest of your participants “buzz” the player out.

Example:
Person 1: Where are the books on turtles?
Person 2: Do you want wild or domestic?
Person 1: Is there a difference?
Person 2: Yes
Audience & other participants: BUZZZZZZ

This continues until you get through both lines of participants.

Some notes: the moderator can change the location if they feel the need and this can be done in smaller groups without an audience.

One Word Story
This game can be played in a group of any size or ability level. The rules are simple–build a cohesive story with each participant only able to add one word (compound words, hyphenations, etc. at the discretion of the moderator) at a time. Punctuation does not count. The larger the group, the harder this one gets, because it is a listening game.

Example:
Person 1: Once
Person 2: Upon
Person 3: A

Though simple in rules, this one tests people–every group has the person who spends the round thinking of the best, most ridiculous or highest brow word to use, and completely loses the listening and collaborating portion of the game. Just like in life, in this game, we need the people who are willing to step up and be the “the” people when they really want to be the “supercalifragilisticexpialidocious” people.

Alissa Janchenko is the Youth Services Manager of the New Lenox Public Library, the founder and Managing Director of Limestone Stage Community Theatre, and offers more in depth sessions as part of Yes&: Training and Consulting. Visit alissajanchenko.com to find out more.

REFERENCES:

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