Role play or “REAL PLAY” as we like to refer to it is one of the single greatest teaching methods available for service/maintenance technicians to improve their skills. Many are nervous or don’t enjoy the experience, and frankly it is this discourse that is partly what makes role play effective as a learning device. Experiential learning is one of many forms, but it has an emotional component that imprints the ideas/skills that say reading an article or watching a video does not. Learning to ride the bike is very different than reviewing the idea of riding the bike. We need both. So as a company we need to learn how to use role play (REAL PLAY) by creating scenarios, social styles, situational issues, difficult clients, and then incorporate the use of video and coaching to learn and grow. This section explores all those issues and more to help improve your methods.
Utilize this video to define your agenda of how you as a company want to develop role play. The skill development process needs attention to detail on the skills, mapped out, so the role play activity can be short and direct and work can be debriefed.
Run Time: 9:33