Like so many skills, practice makes perfect.
There is no better example than the world of theatre. Actors can read and watch other people learn their roles; however, acting or role-playing a scene will take their performance to an entirely new level. This method of training or practicing can be applied in any organization. Whether training a new associate or volunteer on the basics or working with experienced people on handling difficult situations, role-playing is equally effective.
Many people believe that certain people just have “natural ability,” which may be true; however, virtually anyone can acquire those same skills through hard work, dedication, and practice through role-playing. Even those with “natural ability” benefit from honing and refining their skills.
While role-playing may be one of the most effective training methods, it is also the one that many people feel the most uncomfortable doing. To employ role-playing, organizations must overcome that hesitancy and gain “willing cooperation” to succeed, regardless of the type of organization, for-profit or not-for-profit.
Everyone joins an organization with varying levels of skills and experience. The effective use of role-playing can generate incremental leaps in capabilities through fostering interactive learning between co-workers. For example, a trusted sales associate practicing sales greetings with a new person or a volunteer learning how to interact with vulnerable clients.
Insisting and forcing people to role-play will not work. To build “willing cooperation,” an evolving plan is needed that acknowledges and overcomes the objections of the people in the organizations. Consider including the following:
Feelings of discomfort and awkwardness. One of the best ways to overcome this issue is to work in small groups of two people, preferably with people who already know each other to reduce the embarrassment they may feel. For people who are new to each other, start simply by encouraging and helping them to trust each other. Humour can be a good way to get both to relax.
Role-playing is not natural or feels staged. Role-playing is staged. However, that doesn’t mean that it can’t be useful. Initially focus on simple, but common scenarios. For example, start by examining posture and how to stand as initial points for speaking with customers or clients. By revealing to participants simple, easily overlooked skills that can often help people see the value of the exercise. It can also be helpful to tackle common situations that everyone is frustrated by, for example on “How to deal with a difficult person.” Focusing on the skills that your people need and use can be a great way to build their confidence in the utility of role-playing.
Many people hate being watched and evaluated. This is another key reason to keep role-playing groups small. Initially, partner a strong person with a new person and trust the strong person to lead the role-play. It is possible to make this a peer-to-peer exercise, instead of one where the manager is the person in “control.” As people become better at this type of training, and as each person grows to see the value in role-playing, it is easier to introduce complexity into the training. Eventually, larger-scale “role-playing” demonstrations using larger and “more seasoned” people will help to make role-playing self-sustaining.
Participants can be overly critical. When working with people of varying experience and temperament, it is vital to plan who is partnered together. A critical and negative person can destroy the effectiveness of role-playing and trainers should monitor each group closely.
Your plan should also include:
A training objective. The overarching goal of role-playing is for everyone to get better. For each role-playing scenario set a specific goal to be achieved and make sure that it is clearly explained without being patronizing. For example, in a not-for-profit organization, role-play “How to answer a donation request; for a sales organization, “How to respond to a negative customer review.”
Scenario Parameters. Provide enough detail to set the stage for the situation; then allow people space to improvise and handle the situation per the preferred outcome for the organization. Trainers should try not to interrupt a role-playing session until it is finished.
Distance between two or more role-playing groups. When trying to obtain “willing participation,” keeping two or more groups out of visual and audio range helps to prevent distractions and helps to reduce any awkwardness that can accompany role-playing.
Never embarrass anyone. Trainers need to appreciate the issues that people have with role-playing. By being sensitive to their participants and being patient with awkwardness, role-playing trainers can be the difference between successful and unsuccessful sessions.
Build scenarios about frustrating and difficult interactions your organization encounters. As an organization’s people are introduced to role-playing, build their confidence, and increase their “willing cooperation” by using role-playing to help with their common problems initially. For example, use role-playing examples for telephone skills, answering customer inquiries online, selling, and giving reviews and performance conversations.
On-boarding new people. Role-playing is important to include in all aspects of your organization’s initial training. Role-playing, though, should be done later in training, never in the first few days. For most new associates, the first two to four days are a blur of learning basic systems and processes. Take advantage of that time to instill the organization’s culture and values as well as the basic systems before tackling specific role-playing scenarios.
Incorporate role-playing with e-learning. Introduce role-playing as a method to re-enforcing topics covered online. For example, Include information on proper body language, phraseology, and then introduce more topics as the new person gains confidence in the basics. Role-playing is also a great way to break up blocks of training. For example, follow up one hour of e-learning with 15 to 20 minutes of role-playing to tie online lessons to actual scenarios.
Dress Rehearsals. When a person’s initial training is completed, select a scenario that encompasses all aspects of training from start to finish. For example, sales organizations should practice the selling process from when the customer enters the store to when they leave, taking care to write sales bills in the same location where they are normally completed, especially when there are real customers present. Service organizations should practice all types of customer/client interaction. Charitable companies should pay particular attention to how to handle upset clients.
Follow-up on each role-play. Comment on each role-playing session positively and build confidence. Instead of saying the person did something wrong, suggest “better” ways to improve the opportunity for success. Trainers should demonstrate the scenario as well, have the participants point out the things the trainer did well, and discuss ways to add those concepts into the role-player’s skills.
Some people see theatre as make-believe, as not real. Others see theatre transcending far beyond “pretending” and entertainment. Theatre is role-playing and role-playing is perhaps the most effective method of training any organization can utilize. Create a plan, appreciate and overcome hesitancy, gain “willing cooperation,” and then execute your plan to provide your people the tools and confidence they need to succeed.
Practice makes perfect!
Good luck,
Paul