Include Role Play for a Winning Training Program
Take one … take two … take three … ready on the set
Are your teams providing their best performance with every guest who walks through your doors?
Role play is one of the most effective tools in the trainer's toolbox where participants can experience real life situations and "learn by doing". Role play allows teams to experience real life situations in a simulated and controlled environment.
Role play enables teams to experience real-life situations in a simulated and controlled environment.
Because of the controlled environment, role play allows the trainer to assess the strengths and weaknesses of an individual and devise an action plan for growth and development. When used to master a skill, role play builds confidence as the skill is practiced and coaching is administered by a trainer. Since the trainer is side by side with the learner, they can easily determine if the learner has mastered the newfound technique and is ready to work their position alone. When role play is used to emphasize with another person's feelings, it allows the teams to recognize those feelings and understand the effect of their or other's behaviors. For example, playing a guest situation will allow teams to better understand how a guest feels. As a result, they will learn the level of service that should be provided to deliver a quality experience. Another benefit of the role play is helping team members understand the consequences of breaking policies, such as arriving late to work and the stressful impact it may have on the whole team. As a result, they will learn the importance of arriving on time
How to get started
Before the scheduled date of training, company assessments should be performed to determine specific areas of performance / improvement to be addressed. Then, the company facilitator should determine the overall results to be accomplished and how the issues will be best addressed.
Next, the company facilitator should determine the specific characters associated with the issue and the particular roles they will play.
Next, the company facilitator should determine the specific characters associated with the issue and the particular roles they will play. There are many roles that can be played such as a guest and service representative, a manager and team member, a service representative and a kitchen team member or similar combinations.
Finally, the facilitator of the company, armed with the necessary scripts and scenarios,
As a head start, we have listed some suggested scenarios that will help you play role-playing with your teams. Before starting the role play, always ask for volunteers so the shy or less experienced team can watch others first to help build their confidence.
1. Cashier talking on the phone and not acknowledging a walk-in guest
2nd Server being abrupt and rushing to guest while taking an order (asks questions in a curt, quick way and displays rushed body language)
3rd Server being overly friendly and talking too much with a group of business guests having a meeting
4th Server scolding a kitchen worker about an order made incorrectly
5th Host / Hostess being sarcastic and short tempered when a guest is asking for menu information
6th Host / Hostess defensively telling a guest "I told you that the wait was 20-25 minutes and you just waited 10 minutes"
7th Bartender being cold and unfriendly while a diner is looking for attention and conversation
8th Bartender is chatting with some regulars and ignoring a guest who obviously needs something (drink refill, a napkin, condiments etc.)
ninth Two bus people talking about personal issues while ignoring the guest's signal for service
10th Kitchen team member is loudly demanding a server to pick up an order
eleventh Dishwasher being disrespected as servers throw dirty dishes without scraping them first
12th A problem team member causing coworkers to do extra work; creating disagreements amongst the staff; undermining management; constant being late; and similar situations.
13th Manager telling the guest "no" or "we can not do that" without apologizing, adding an explanation, and offering options
14th Manager pointing his / her finger and arguing with a guest when handling a complaint
15th Manager threatens a team member's job
Alkis Crassas, President of EVOS USA, Inc., a healthier fast food chain, headquartered in Tampa, Florida, routinely uses role play and says, "Although role playing pushes the envelope by placing participants in When the role play is properly and effectively executed, it can be very valuable to the success of the game. "
If the role play is properly and effectively executed, it can be very valuable to the success of any company. Most important, when role play is interactive and fun, your training goals will be retained and result in a high return on your investment. Role play adds to the life experience of each participant and when people experience something, they will take that away with them more than any book, video or lecture could ever replicate.
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