The Framing Game

Learning Objective

Players can take a single message and reframe it to change customer perception — without changing the facts — and recognise when framing helps the customer versus when it manipulates them.

How to Play

Setup

Prepare 10–12 "plain" statements (e.g. "this plan costs $120 a year", "5% of customers experience delays"). Provide each team with a framing toolkit card listing techniques: gain vs. loss, anchoring, social proof, defaults, and reference points.

Rules

• The facilitator reads a plain statement aloud.
• Each team has two minutes to produce two reframes — one that increases appeal, one that increases clarity.
• Teams read their reframes; the room votes on which is most persuasive and which is most honest.
• The facilitator flags any reframe that crosses from persuasion into deception.
• Score persuasive reframes — but dock points for anything that misleads the customer.

Debrief

Reserve ten minutes — framing carries an ethical edge. Ask three questions in order:

• Which reframe was most persuasive — and was it still fully honest?
• Where does your current copy frame things for the company's benefit at the customer's expense?
• Pick one customer message you'll reframe this week to be both clearer and fairer.

CX Principle Reinforced

Framing changes decisions without changing facts. Tversky and Kahneman showed that gain/loss framing, anchors, and reference points shift choices predictably — "90% fat-free" outsells "10% fat" though they're identical. CX teams frame constantly: pricing, error messages, plan comparisons. The principle is to frame for the customer's understanding and benefit, never to exploit their biases. The game builds both the skill and the ethical line.

Format

• Format: In-person or virtual (team rounds + room voting)
• Players: 2-8
• Duration: 30–40 minutes
• Level: Easy