In an effort to improve customer support, John, Customer Service Manager for Mythco Technologies, sets up a team role-playing session. Another technique for helping people feel more comfortable is to allow them to coach you during the demonstration. Blindfold Game. Facilitators are to review the three hand outs provided titled Humanizing Role-Play: Rules for Fair Play, Role Play Job Aid, Communication Phrases Near The End of Life, and the two cases prior to facilitating this session. To make role-playing less threatening, start with a demonstration. If you're in a group and people are unfamiliar with each other, consider doing some icebreaker tools and resources that you'll find here at Mind Tools. <>/Font<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/MediaBox[ 0 0 540 720] /Contents 4 0 R/Group<>/Tabs/S/StructParents 0>>
Whatever the situation, chances are that you were nervous about the meeting; and practicing in front of a mirror may not have helped you overcome your anxiety, especially with respect to answering difficult questions. Role-playing should always focus on full group participation and mutual respect. This involves trying to understand their perspectives, goals, motivations, and feelings when they enter the situation. Talk about listening skills the group saw the listener use (could include body language, eye contact, paraphrasing, summarizing empathy, open ended statements, etc. This is where role-playing can be useful. exercises beforehand. Think back to the last time you prepared for an important meeting. Perhaps you needed to convince a prospective client to do business with your organization. 3 0 obj
All rights reserved. Once it's clear that they cannot identify any more solutions, John brings the two groups together and discusses the session. Role playing is an effective game to demonstrate communication principles. How much of this is covered by my insurance?” “Well, that is a good question. Communication: Address what went well and what could have gone differently in the role play. Count of users deduped by GA User ID. Solutions, Privacy Subscribe to our Store, Corporate Deadlines, role boundaries, budgets, and the ‘why, how, what’ of tasks. In all honesty, the actual role-play is probably less important than the conversation-starter here--so if you don’t have time to dig into the final step, no worries! x��Y�n�}'��`i���_��G���y��+� /E'��眪��jFa@�iNW��:��zl��h���٫�/_��7���ͿOO�q�9�[����L
3���M��Fya����B�Ox��F�B����fq��m�s���iʗd#��d���m�Bw6'Al�Ŕl̺6�)�Lo$�-����x�Yql���B�G�YC���Zt������' free newsletter, or Invest in yourself this Black Friday. He divides the 12 people into two groups: Group A represents the customer support representatives; Group B represents the customer. 5 minutes Once you've set the scene, identify the various fictional characters involved in the scenario. Subscribe to Mind Tools before November 30 and get 30% off! Get 30% off membership when you join the Mind Tools Club before Midnight PST, November 30. It is easy to set up and run a role-playing session. Policy, Acceptable I really don’t know exactly what your insurance will assist with for this type of procedure…The amount of assistance actually depends upon the contract between the employer and the insurance company. Facilitators are to review the three hand outs provided titled Humanizing Role-Play: Rules for Fair Play, Role Play Job Aid, Communication Phrases Near The End of Life, and the two cases prior to facilitating this session. 4 0 obj
For example, if you're using it as part of a training exercise, you could lead a discussion on the scenarios you have explored, and ask for written summaries of observations and conclusions from everyone who was involved. You can also use it to spark brainstorming sessions, improve communication between team members, and see problems or situations from different perspectives. Get 30% off when you join before Nov 30! Role playing is an effective teaching tool for all kinds of situations, but it is especially effective for teaching communication 1 2 3. 1. endobj
Once you've identified these roles, allocate them to the people involved in your exercise; they should use their imagination to put themselves inside the minds of the people that they're representing. © Emerald Works Limited 2020. This customer accounts for nearly 15 percent of the company's overall annual revenue. Card Pieces. Benefits: In an objective sense, we need to extract information so we can channel our efforts accordingly. During this, they discuss the strategies and the solutions that the actors implemented, and how they could apply them to a real-life situation. Acting as the leader/trainer, John brings together a group of software developers and customer support representatives. It's most useful for helping you prepare for unfamiliar or difficult situations. John tells Group B that the customer has recently received a software product that did not live up to expectations. … It will help to follow the five steps below. Start the Role-Play. technique useful here.). Role playing is an effective game to demonstrate communication principles. For instance, if you're playing the role of a customer service representative who's dealing with an angry customer, people could suggest what you should do to make things right. John runs through the scenario several times, starting with the "customer" behaving gently and ending with the customer behaving aggressively. Such is the importance of communication … To use this technique, students act out skills after discussing them. In this article, we'll look at what it is, and we'll see how you and your team can use this technique to prepare for a variety of challenging and difficult situations. 5 minutes Role-playing takes place between two or more people, who act out roles to explore a particular scenario. John now allows the groups to brainstorm for a few minutes. $50 Amazon voucher! For example, you can use it to practice sales meetings, interviews, presentations Role-playing takes place between two or more people, who act out roles to explore a particular scenario.It's most useful to help you or your team prepare for unfamiliar or difficult situations. . You can also get a sense of what other people are likely to be thinking and feeling in the situation. John tells Group A that the customer in this situation is one of Mythco's longest-standing customers. No matter what the operational scale of a company is, it can succeed and overcome all sorts of internal misunderstandings as well as external operations only with successful communication strategies. After they complete the role playing, have the rest of the group assess the areas of poor communication. frustration felt by the students in the role-play is very important. To start the process, gather people together, introduce the problem, and encourage an open discussion to uncover all of the relevant issues. By acting scenarios like these out, you can explore how other people are likely to respond to different approaches; and you can get a feel for approaches that are likely to work, and for those that might be counter-productive.