Real life situations can turn into some of the best training content that you can have.
Why do I say that?
It allows you to expose employees to situations they very well could face in their work lives in an environment that is safe and allows for you as a trainer to coach. There are many types of live situation training scenarios for your company, but the two most common for sales and customer support teams that just about any company can use is recorded phone calls and email conversations.
Recorded Phone Calls
Recording conversations that happen between either a worker and your prospect/customer (in either a sales or support situation) is a great way to get some real-life situations in a quick and easy way. One of the big benefits of recorded phone calls is that you can start to hear voice inflection and get a better context of the situation than you may get in a written conversation. After the learner has the opportunity to listen to the phone call, ask them to give their feedback on what went well and what they would change. This will help you – as a trainer – understand how they think and give them pointers on how they could better position themselves in various situations.
Lessonly Tip: If you record your phone calls, you can use them in your Lessonly lessons using SoundCloud.
We receive hundreds of emails every week asking different questions and describing different situations – these emails can be the great basis for a training moment! The great thing about email is that since you see so many different situations come through, it gives a great opportunity to cover a lot of situations that may not come up as part of standard training.
Take your email, add it to your training content, and ask the learner how they would respond to it. This will give you a sense as to how they would respond and can help you guide them to better possible solutions.
Lessonly Tip: Using a Free Response question in this instance would allow the learner to provide a custom response.
Pointers for Both
Regardless of whether you use email and/or phone conversation (or another type of live situation), here are a couple pointers to keep in mind:
- Make sure to give the context of the situation before playing the conversation. Knowing that a prospect is from a 50 person software company who has a short timeline to make a decision can help the learner understand the context of an email and why a sales rep would respond the way they would.
- For calls, don’t be afraid to play conversations that didn’t go well alongside conversations that did. You’ll learn as much from the not-so-good conversations as you will from the good ones.
Have any other tips on how to incorporate live situations into your training content? Let us know in the comments below!