Case example of customization being implemented
TBA has evolved a "role play" structure for skills workshops that ensures closure on knowledge application as well as skill practice. The role play can integrate self-directed learning pre-work into the application workshop. This methodology entails the following steps:
- Write cases fully realistic and challenging that provide practice in analytical pre-call planning.
- Have trainees playing a given role meet for a Strategy Team session prior to each role play.
- Provide a call strategy check to ensure consideration of all relevant issues prior to role- play.
- Provide guidelines to those playing the Customer role across a full range of customer cues.
- Conduct role play debrief among the three participants (rep, customer, observer) with post-call coaching notes, focused on subject matter content as well as skill application.
- Conduct large group debrief following the role play exercise to determine, how value-added service opportunities, built into the case, were addressed in each group for each customer.
Bad role-playing reinforces bad skills. Poor feedback and poor control over customer role doesn't correct poor skill use, or elicit good skill use. Conversely, if cases simulate the real challenges and complexity in your world, desired improvement in knowledge and skill will begin (with further improvement subsequently on-the-job).