"INFOGRAPHIC" Role Playing

"INFOGRAPHIC" Role Playing

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  Role play atwork Sources 1. Brookins, Miranda. “Role Play Ideas for Business Communication.” Small Business. Houston Chronicle, n.d. Web. 26 Mar. 2015. <http://smallbusiness.chron.com/role-play-ideas-business- communication-24190.html>. 2. Buelow, John. “3 Benefits of Making Role-Play Part of Training.” Training Magazine. N.p., 06 Feb. 2014. Web. 26 Mar. 2015. <http://www.trainingmag.com/3-benefits-making-role-play- part-training>. 3. Toister, Jeff. “Why Role Play Doesn't Work for Customer Service Training.” SalesForce.com. N.p., 13 Mar. 2014. Web. 24 Mar. 2015. <http://blogs.salesforce.com/company/2014/03/customer- service-training-gp.html>. www.4imprint.com Infographic created by www.4imprint.com, based on the Role Play Blue Paper. Download Blue Paper at: http://info.4imprint.com/blue-paper/role-play/ You may reproduce and distribute this infographic in its entirety. You may not create derivative works. (Licensed under the Creative Commons: http://creativecommons.org/licenses/by-nd/3.0/) Start writing your role-play script today! Implement the right script and rehearse often for an award-winning performance that will: • Enhance productivity • Close more sales • Improve the bottom line Take home a Tony Award® Overcoming stage fright Feel intimidated, anxious or uncomfortable. Not truly understand the customer problem. Not take role play seriously. Need to learn new skills before acting out the role. Not everyone is born to be on the stage. Be aware that staff may: THE PERFORMANCE WRITE A GOOD PLOT. Identify issues orproblems, using realexamples, if possible. INTRODUCEIT SLOWLY. Allow actors toprepare in advance. PLAN THE REHEARSAL.Structure the format of each act.Act I.................................................. Doing Act 2............................................ Imitating Act 3...........................................Observing Act 4.................................Giving feedback Act 5........................................... Analyzing Act 6.................................Conceptualizing Make it challenging. Make sure each actor has a chance to play all roles, and allow for some freelancing. The day of the show: 7283186C Define an award-winning act. Provide “expert” examples after the role play is complete. Pause and rewind.Interject with appropriate feedback. Define “right” answers. As the act unfolds, identify preferable answers to each situation. 1 2 3 4 ROLE DEVELOPMENT • At least two “actors” • An assistant director to keep the pace moving • Costumes or props to make it fun and less stressful Role play involves reenacting hypothetical situations between staff and customers, or among staff members themselves. Why script a role play? • Improve communication • Troubleshoot issues • Observe body language • Identify challenges or opportunities • Educate sales teams on products or services • Teach staff how to handle disgruntled customers What is role play? What you’ll need to start: TO BE A BROADWAY HIT. PLAN AHEAD SET THE STAGE. Actors should know what to expect and why they are role playing. EMPLOYEES TAKE CENTER STAGE 7283158C 7283186C 7283032A