"The stage is set, your lines are well rehearsed, everything's perfect, but sometimes S!#T happens."
This is how one of the most effective training videos I've ever directed begins. It gets a laugh every time. More importantly, it prompts audiences to relax and allows the learning process to begin... every time.
PhDs call these "behavior-modeling videos"; I prefer "scenario-based learning." Whichever title you like, the bottom line is-video is a highly effective tool for teaching the kinds of soft skills that are so important for success in almost any business.
From pharma sales to the concierge desk at a boutique hotel, if your front line customer experience relies on positive, consistent face-to-face interactions, video that changes the behaviors that drive your key business goals is must-see tv.
Telling associates it's important to smile, make eye contact and take ownership of customer problems is one thing, but reinforcing those messages (and many others) by illustrating these behaviors in action, within the context of a story, delivers more impact by:
- Increasing retention
- Breaking down many language and education barriers
- Facilitating increased and accelerated learning
How? There's a lot of science behind these assumptions. Basically it has to do with a concept called dual coding, but we're not going there now. If you're really interested, check out this deep research.
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