Connect students directly to the concept in a personal way. Capture students' attention by initiating a group problem-solving activity before delivery of instruction. Begin with a situation that is familiar to students and builds on what they already know. Construct a learning experience that allows diverse and personal student responses. Facilitate the work of cooperative teams of students.

Think of a time when you felt your rights were being abused OR Recall a time when you had “special” needs.

Objective: To create an experience to connect learners with the importance of quality in service delivery.

Activity: Learners will work on their own to:
- think about a time when you experienced poor service. Choose 2-3 “feeling” words to describe this.
OR
- recall a time when you had “special” needs e.g a broken leg, not being able to speak the language in a foreign country. Create a symbolic picture to capture your feelings.

Assessment: Involvement of learners in the experience.