Here at the Omnia Group, we often advise employers to use role playing to gain insight into a job candidate’s strengths and weaknesses; it’s also a vital tool for managers looking to help existing employees improve their performance. Role playing can give real insight as to how a person will act in a real-life situation. However, some managers may feel uncomfortable using this tool – after all, most of us gave up games of “make believe” a long time ago. Here are some pointers to help you set the stage for effective and helpful role playing:
*In an interview situation, the candidate may be unwilling to actually “act,” especially if it’s a first interview. Instead, have two existing employees present a scenario and then ask how the candidate might have handled the situation differently.
*Use actual experiences to set up role playing scenarios and let the participants know they are dealing with a real-life situation. It will lend credence to what they are doing.
*When you’re using role playing as a coaching tool, don’t ask people why they chose certain actions – that could seem accusatory. Instead, ask them what they felt stood in their way of succeeding, what was helpful. Discuss ways to overcome obstacles.
*Have a general idea of what you want to do and be prepared with a few scenarios, but be flexible. Someone else may have an experience which lends itself to role playing better than your plans.
*Give fair warning to your participants, especially if the role playing will be done in front of a large group.
*Your Omnia Profile® will tell you if your participants are comfortable with social settings or not. For a very gregarious person or group it might be fun to “ham it up” using costumes or props. More socially reserved participants, on the other hand, would probably fare better simply discussing common scenarios.
*For a variation on regular skit-type role playing, present a list of common customer complaints. Then brainstorm several ways each complaint can be handled. Make copies of the completed lists and give them to both your sales and service departments.
*Always thank your participants and find at least one nice thing to say to them about their performance.
