You would not be reading this if you were not, at the very least, interested in the possibility of using role-plays in your telephone training.
If there is any doubt in your mind about the benefits of role-playing, you can comfortably set them aside. Any disadvantages are vastly outweighed by the benefits. Indeed, the majority of trainers we know would not run even the briefest coaching session without at least one role-play to put into practice the learning points the session was trying to make.
One enormous benefit of role-playing in a telephone training session is its relevance to the trainees. If you make your role-plays directly relevant to your trainees then there will be no danger of “I couldn’t be expected to know that” or “But I don’t do that in my job”. Rather, the response will be “That’s exactly what happens” or “I’ve had to take a call just like that”.
We have 96 example role-plays in our pack ‘Role Play in Telephone Training’ and even using these as they stand or with minimal adaptation, you will, if you select them carefully, emphasise the relevance of the role-plays to your trainees’ jobs.
Once your trainees recognise that their role-plays are about their jobs, they will soon lose their natural apprehension of having people listen to their conversations. They will “sign on” to the training in a way that no generalised role-playing can equal.