In the February 2019 Snapshot Survey, we asked contractors about how the use of role-play has impacted performance at their companies. Here's one survey question and its results from the summary report, which will be available in its entirety to EGIA members on 3/20/20.
Question: Does your company use role-playing exercises to improve employee performance?
Role-play is an effective training method that can reinforce best practices and helps staff anticipate and prepare for different situations, behaviors, and personalities they may encounter when interacting with customers. 72% of the contractors who took our survey use role-playing exercises to improve employee performance, whereas 28% do not. Because role-play can take time, both in planning and execution, some business owners might not know how to fit it into their operations.
Here's what a contractor from New Jersey had to say:
“We don't utilize role-playing anywhere near as much as we should but when we do, I find it very effective. Few things we've done even include knocking on an office door with a role-playing customer behind it for the proper introduction. I've found it quite helpful myself.”
EGIA has created a 10-minute video to help you define and develop your role-play training program - EGIA members can log in to the EGIA Best Practices Library to access this valuable tool. If you're not a member, click the banner below to sign up for a free 30-day trail to access the video.