Scenario-Based Learning
Dealing with Challenging Behavior
The request came about due to the pandemic. Tensions were high, and employees found themselves facing new customer struggles. This course followed an informal learning experience provided by company security. Employees needed an additional opportunity to cement their skills. Additionally, some employees were unable to attend the initial training, so this provides an opportunity to learn as well as practice.
The course focused heavily on exploratory and scenario-based training.
The budget and priority for this course were low, so I implemented a texted-based style.
The full course consists of 3 scenarios each focused on a different type of behavior. I developed scenarios using real-world examples provided by branch management. I included custom feedback based on the learner’s response.
Real-Time Feedback
I added an emotion meter was added offering visual feedback showing how responses impacted the customer.
After learners responded to a prompt, a checkmark moved along the meter indicating the customer’s reaction.
Body Language
A course on service and body language with no time for videos or custom graphics called for creative thinking. In Scenario 2, learners were asked to review different body language indicators to determine if a customer needed additional assistance.
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The Crowd
Learners were asked to review behaviors and choose whether or not to engage. They had 3 attempts to engage before the crowd got angry.
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The Feedback
Regardless of their success in the previous assignment they received feedback and a list of common behaviors.
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The Situation
Then were asked to respond to the customer’s concern.
A note on development
Given the nature of this course, it was important to spend a substantial amount of time creating a clear and specific outline. Below is a snippet from the outline I used for design and development. Course SMEs and reviewers loved the outline and found the experience easy to follow.
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Responsibilities
Instructional design, storyboarding, scenario development
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Audience
Front office/branch employees (some with training on the topic, others without)
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Development Tools
Word, PowerPoint, Storyline 360