A new employee can remember every detail in a training story and still be unsure who owns the next step. For a short role-play, I’d give the learner one decision to make before asking them to explain it.
Consider a customer who reports a missing delivery just before a shift change. The outgoing agent has promised an update by 5 p.m. but hasn’t reached the carrier. The incoming agent takes over at 4:30. Give both participants those facts and ask the outgoing agent to hand over the case in two sentences. Ask the incoming agent to repeat back what they own and when the customer should hear from them.
For a slide, I’d put the promise and shift change in a small timeline and keep the customer’s message as selectable text below it. At the debrief, I’d score three things separately: whether someone was named as the owner, whether the deadline survived the handoff, and whether the next action was clear. That makes it easier to see what the briefing missed before adding more detail to the story.
If you use role-play in staff training, do you show your handoff checklist before the first round or save it for the debrief and ask learners to try again?
Consider a customer who reports a missing delivery just before a shift change. The outgoing agent has promised an update by 5 p.m. but hasn’t reached the carrier. The incoming agent takes over at 4:30. Give both participants those facts and ask the outgoing agent to hand over the case in two sentences. Ask the incoming agent to repeat back what they own and when the customer should hear from them.
For a slide, I’d put the promise and shift change in a small timeline and keep the customer’s message as selectable text below it. At the debrief, I’d score three things separately: whether someone was named as the owner, whether the deadline survived the handoff, and whether the next action was clear. That makes it easier to see what the briefing missed before adding more detail to the story.
If you use role-play in staff training, do you show your handoff checklist before the first round or save it for the debrief and ask learners to try again?