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Benefits of Using Role-Plays (Part 2)

Realism Good role-playing also means that trainees’ attention will be wholly directed to the skills required to handle the calls. Their minds will not be directed to the practicalities of inventing information, names, telephone numbers etc. If you have prepared your role-playing session properly, the realism of the work will cause the trainees to behave […]

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Why Use Role-Plays At All?

It is possible to run telephone training sessions without using role-plays. It is also possible to run Presentation Skills training without a camera and playback – but we would not recommend either course of action! Telephone skills training will benefit from discussions, videos, handouts, syndicate work, case studies, pre-recorded “how to” and “how not to” […]

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