Give each Role Play a title. Decide for yourself if you want the title to reference the assignment or the situation. For example: give it a title like ‘Summarizing I’ or ‘Back pain’/ ‘Lost credit card’ etc.
Always give a summary after an instructional video. Make sure you are concise and clear. For example:
In summary, treat customers in a friendly manner by:
- having an open posture
- using an enthusiastic tone
A multiple-choice question after an example
Formulate a multiple-choice question about the example. For example: “What did the employee in the example do right?”. If the example was obvious, you may consider asking a question about the instructional video instead. For example: “What is the LSD-technique?”.
Beware: there is no option for multiple-select answers.
Usually, a trainee starts a Role Play without prior knowledge. To draw them into the situation, a good situational description is essential. When it comes to situational descriptions: keep it short and snappy, and in the present tense. For example:
“You are having a conversation with a customer about the terms of her policy. You have helped herwell and she is very happy. She has one last question for you.”
Beware: make sure you do not give an assignment in this description!
Write down the assignment here. What does someone need to do or show? Do not ask a lot from a trainee. Instead, spread different skills out over different Role Plays. When the material is complex, start easy and build on it every time. This means holding the trainees' hand a little more in the first Role Play. For example:
In the first Role Play: “React understandingly by identifying the emotion”.
In the second Role Play: “React understandingly”.
To help trainees start, you can choose to use the autocue. That way, a trainee can get used to what they might say. After that, they can also do the same exercise without the autocue. It is also possible that trainees edit the autocue. This is useful with the development of own standard sentences for telephone calls.