With a scenario, users can practice real-life conversations in a safe environment. This makes it possible to practice real-world situations anytime and anywhere. As an administrator, you can tailor these scenarios to fit the context of your organization.
How do I create a scenario?
Go to ‘Content’ via the menu bar on the left side of the screen.
Click ‘Add’.
Select the learning activity type ‘Scenario’.
Choose the type of scenario you want to create. Further in this article, you can read more about the different options.
Add the general information:
Title: Give the learning activity a title so it can easily be found in the course overview.
Author: By default, the academy name is used as the author.
Study time: Indicate the estimated study time.
Themes: Add at least one theme.
Description: Add additional information about the learning activity, such as its main objective.
Skills: Add up to five skills that are developed with this learning activity (optional).
Click ‘Create new learning activity’.
What types of scenarios are available?
There are several standard scenario types available. Each scenario has a basic structure that can be further customized to fit your organization’s context.
Customer service
Allows users to practice a customer service conversation, including relevant context such as customer wait time, frustration levels, and service policies.
Use this scenario for: speaking with customers.
Sales training
Allows users to practice a sales conversation. Users train their pitch, handling objections, and various negotiation scenarios.
Use this scenario for: sales conversations.
Giving feedback
Allows users to practice conversation skills that are important when giving feedback, such as listening, asking follow-up questions, setting boundaries, and decision-making.
Use this scenario for: feedback conversations.
Configuring the scenario
You can further specify the scenario by adding context to match the situation the user will practice. Click ‘Edit scenario’ to do this. Complete the information below step by step. Using the ‘Preview this exercise’ button, administrators can go through a preview of the exercise as users would experience it.
Organisation employee
Describe the organization where the employee works. Use the following points.
What does your organisation do? Consider sector, type of services/products, and target audience.
How does your organisation operate? Consider pace, culture, and management style.
What are typical customer and work situations within your organisation? Consider types of customers, assignments, and frequency of customer contact.
What are important values within your organisation? Which core values and attitudes are important?
Provide practical context about your organisation, such as company size, hybrid/office setup, locations, and working hours.
When does the employee perform well
Describe the desired behavior in the scenario. What behavior should the employee develop by practicing this scenario? This will be included in the feedback the user receives afterward.Be specific. For example, in a feedback scenario: 'asks for the other person’s perspective', 'actively listens', 'summarizes effectively'.
When does the employee perform poorly
Describe the undesired behavior. This will also be included in the feedback the user receives afterward.Be specific. For example, in a feedback scenario: 'makes personal attacks', 'tries to win the discussion instead of resolving the issue'.
What are the preconditions for the scenario
Indicate which topics, information, or situations should not appear in the scenario. For example: do not share any sensitive information, do not provide legal or medical advice, and do not include any threats in the conversation.
Additional information
Add extra context to the scenario here. This can be done by linking a document. The document must be available in the Warehouse as a learning format. You can also link an e-learning or microlearning. For example, in a customer service scenario, you could add guidelines for handling a specific type of request as additional context.
Scenario interaction types
Select whether the user can complete the scenario via voice, chat, or both. If both are selected, the user can choose their preferred option.
Completing a scenario as a user
As a user, you can open the scenario via ‘My growth’ or ‘Discover’.
When starting the scenario, the user will see a screen with case information.
Who they will be speaking with.
A short description of the case.
The option to start the conversation via chat or voice.
De wachttijd als deze van toepassing is bij het scenario.
The user then conducts the conversation. Once finished, they can end the conversation.
After ending the conversation, the user receives feedback.
What the conversation was about.
How long it lasted and the score.
What went well.
What can be improved.
From the feedback screen, the user can restart the same scenario or return to the dashboard.
A user can complete a scenario more than once.
A scenario is considered completed once a user has started and gone through it. Completion is not dependent on time or score.
Administrator insights into scenarios
As an administrator, you can view enrolled users in the participants table. Per user, you can see how many times they have completed the scenario and the score of their most recent attempt.