Instructions for managers on how to use the situational cases
The purpose of the situational cases is to train staff and prepare them for different situations by discussing possible solutions with colleagues. Make sure that the employees know that there is no right or wrong answer; the goal is to imagine a situation and be able to deal with it if it actually happens in the workplace.
- Decide where you are going to work with the situational cases, for example in the restaurant, in the reception, in the meeting room, etc. Choose a place with a projector or print out the situational cases for the staff.
- Choose categories and situational cases that apply to your company.
- Choose a language. You can select a language in the right corner.
- If you have a large group of employees, divide the staff into smaller groups. It is a good idea to aim for a maximum of four in each group.
- Choose a leader for each group. The group leader leads the conversation within the group and summarizes the results at the end.
- As the manager, you read the first example out load to the group.
- Give the groups 5 minutes to discuss each example and the corresponding questions.
- Open the conversation with the group as a whole, where you go through the questions and the staff share thoughts.
- When the discussion is over, move on to the next example and repeat steps 6-8.