Audio Podcast: Every Contact Counts
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Having sat in many training sessions, we have observed that role-plays that are over exaggerated or to simplistic don’t really help. Its better to use real life examples – a simple idea is to tape a real life call and write down the scenario for the role players. This way each party knows the story from their point of view and can play a better role. Make sure each party is not aware of the other person’s role otherwise this will distort the outcome. Real life calls work well!
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