Introduction
There were some tough challenges faced by an immigration firm that required an innovative solution:
In the face of unprecedented global challenges, including the ongoing Ukraine conflict and intricate diplomatic dynamics, an immigration firm faced a pressing issue. Their customer-facing staff, under considerable external pressures, were struggling to maintain the high standards of service, as reflected in client feedback. The central goal? To equip and empower people with the skills to deliver difficult news and handle challenging interactions effectively.
The Solution
To tackle these issues, Amanda, our associate project leader, and her team crafted a novel solution: a blend of role-play and forum theatre, combining to create a fully immersive workshop. This workshop, adaptable for both online and in-person engagement, was rooted in the real-world challenges faced by the company’s staff. It aimed directly at enhancing their practical skills in difficult situations.
Outcomes and Feedback
Over four transformative weeks, Amanda and her team worked with 50 individuals across 10 workshops. Initially hesitant participants soon embraced the hands-on approach, gaining valuable skills and confidence. The sessions led to a profound understanding of client interaction dynamics and the development of effective coping strategies.
Participants expressed significant growth and satisfaction with the workshops. Reflecting on their experiences, participants shared:
“I was a bit apprehensive because of how I will react to the scenarios or other people there. Will I behave normally or will I start stammering, go red? I thought normal training where you just write something, watch something, would be better. I was wrong.”
“You learn by looking at how other people cope. And this helps you.”
“I found it was really helpful to be person-to-person, to see people reacting.”
“Initially I was not looking forward to it, it’s not in my wheelhouse, but I enjoyed it, it was
very useful. Learning to be calm, vocal tone, key phrases… they’re the main things I
learned.”
The success of the workshops extended beyond individual training, echoing positively through the management levels. This led to inquiries from other global branches seeking similar training programs, highlighting the versatility and wide applicability of our approach.
Conclusion
This case study underscores the power of applied theatre in the professional realm, demonstrating its effectiveness in enhancing employee skills and improving client relations. By customizing scenarios to specific business contexts, Amanda and her team were able to offer a dynamic and impactful training solution. This approach is not just about coping with current challenges; it’s about adapting and thriving in any situation, as evidenced by the positive feedback from both delegates and management. They reported not only improved personal confidence and skill but also a significant enhancement in their client interactions.
