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As part of their L and D supplier framework, we work closely with this NHS client, creating scenarios and supporting workshops for Senior Sisters and Area Managers from their mobile and static clinics. After a period of reorganisation, clinical staff are now being asked to step up to a more managerial role, so the focus for these modules is to foster good customer service, giving senior sisters and new managers the opportunity to practise the kinds of performance, disciplinary and customer service related conversations that will have to have with both the public and staff, some of whom they have worked closely with for many years in a very different capacity.

The scenarios were developed during research sessions with both staff and managers, creating situations that resonated with the teams and adjusted as the workshops went on to take into consideration the mix of delegates and where they were based in the organisation. A simulation of a clinic appointment started these sessions, which were run as a ‘How not to…’ scenario, followed by a stop/start forum theatre style session, to encourage participants to notice and redirect the action to gain a better outcome for the customer.

In the later stages of these events, small groups of delegates worked with one of our team on a variety of different 1-1 situations with the public, staff members and stakeholders, either hot seating or observing the scenarios and discussing how they played out, suggesting improvements and sharing experiences with the rest of the group.

'...I just wanted to express our thanks for the support that they both gave on the day. Vicki (my fellow trainer) and I were very impressed by their preparation, skill and professionalism and they had a substantial impact on the day with our customer remarking that it was “essential that they were here”…'

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There are many different ways which roleplay can be used in the training room and the assessment arena – continue exploring to see how we can help.

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