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” tapes, questionnaires, exercises, projects and all the rest of the proven training methods. But, like all communication skills, telephone expertise is best developed by practice.

So all telephone training should, in our view, contain work actually on the telephone. And, given the limitations and risks of “live” calls, that means role-playing.

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