Provide a metaview, lifting students into a wider view of the concept. Use another medium (not reading or writing) to connect students' personal knowing to the concept (i.e. visual arts, music, movement, metaphor, etc.) Involve learners in reflective production that blends the emotional and the cognitive.

Shift view of quality from personal to general customer service.

Objective: Staff shift their focus from a personal view of “quality” to what form quality takes in the arena of “customer service”

Activity: Staff members each select and cut-out numerous pictures from an array of magazines to create a group collage depicting “quality customer service.” Small teams work together to create a jingle for an imaginary company that wants to advertise its excellent customer service.