Hi Everyone1 I really need to pick your wonderfully creative brains! I have been tasked with creating a 20 minute elearn on handling difficult conversations - yay! I need a few activities that cover off listening to your customer, empathy, questioning skills and focusing on your customer. All the great ones I had have been taken and put in a learner guide as written questions!!! Any ideas or examples you lovely people can offer would be appreciated muchly!
20 mins is quick for such an important topic. So guessing you have already considered just hitting the most important pieces rather than trying to cover it all... especially if you want some interactivity which takes time. To that end, you might think about identifying your top 3-4 principles/tips and simply building content and activities around those.
For example...
Tip #2 - Make it your problem, not theirs. Go on to remind the learner why this is so powerful/important. Then give them specific actions like letting the customer know you are going to personally take responsibility for making this right, never making them dial another number, etc. For exercises, you could focus on different variations of phrases , having the learner identify the best one that supports the mindset of making it your personal responsibility. (ie "Sorry you will have to contact xyz" vs "I am personally going to contact xyz for you to find out...")
While we all love full-blown scenarios, they do take time. So this may be a case of less is more in trying to help your learners be more customer-centric in difficult situations.
1 Reply
Hi Gemma,
20 mins is quick for such an important topic. So guessing you have already considered just hitting the most important pieces rather than trying to cover it all... especially if you want some interactivity which takes time. To that end, you might think about identifying your top 3-4 principles/tips and simply building content and activities around those.
For example...
Tip #2 - Make it your problem, not theirs.
Go on to remind the learner why this is so powerful/important. Then give them specific actions like letting the customer know you are going to personally take responsibility for making this right, never making them dial another number, etc. For exercises, you could focus on different variations of phrases , having the learner identify the best one that supports the mindset of making it your personal responsibility. (ie "Sorry you will have to contact xyz" vs "I am personally going to contact xyz for you to find out...")
While we all love full-blown scenarios, they do take time. So this may be a case of less is more in trying to help your learners be more customer-centric in difficult situations.
Hope this helps and good luck!
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