Enhanced productivity of employees at an entertainment company
OVERVIEW OF CLIENT
WHAT MAKES THEM UNIQUE
The center’s commitment to education, creativity, and playfulness makes it a distinctive destination for families seeking a holistic and enriching experience
TRAINING NEEDS
The client thus reached out to our team with these specific requirements, asking us to work with their entire staff from the outside in – i.e. helping them work on their body language to look confident. And at the same time, help them to understand themselves from the inside out – i.e. to understand their emotions and motivations so that their performance could ultimately improve.
PRE ASSESSMENT
- Spoke with the HR on the internal policies, guidelines for getting trained, attrition rate, demographics of the staff, exact problem statement given during the mystery audit
- Interview with the Operations Head to understand his priorities and expectations from the training program
- Friendly chat with an under achiever and an over achiever to understand challenges that each of them face during different activities, different age groups, and various times of the day
- On the floor assessment to get a view on different situations faced by the staff and make a list of what techniques could be taught for each situation
This thorough pre assessment allowed us to narrow down the broad requirements, understand how to group the staff for training, what modifications would need to be done for each group’s training and also define details for each activity’s objective
OBJECTIVES
- Boost Ground Staff Confidence: Strengthen the confidence of the client company’s ground staff no matter what be their experience level or communication expertise, empowering them to deliver more engaging interactions with young visitors.
- Ignite Enthusiasm in Role Plays: Imparting nonverbal techniques to showcase enthusiasm in each role play supervisor, ensuring that each interaction exudes energy and passion, enhancing the overall experience for children visiting the theme park. All this while keeping in mind that the same staff has to perform the same activity numerous times every single day.
- Cultivate Inviting Body Language: Specific techniques on the nuances of inviting body language, allowing both kids and parents to find it easy to speak with the staff at any point in time, thus creating a comfortable child-friendly environment
- Emotional Intelligence Training: Equip participants with tools to navigate emotions intelligently, enhancing their ability to respond effectively to varying situations and contribute positively to the overall visitor experience.
Our team’s overall objective while designing the format of the training program to ensure that the entire program aligned seamlessly with the client’s brand values of education, creativity, and playfulness, reinforcing their distinctive position as a family destination in the mind of each staff member.
OUR APPROACH
The second half of the day focused on helping them understand parameters in and out of their control, to showcase empathy to their customers.
Below are the specific sections of the training conducted
- Good Body Language
- Creating a great First impression
- Basics of body language
- Showing confidence while speaking
- Tweaking communication as per activity
- Adapting to the child’s age group
- Interactions
- Having the right attitude
- Dealing with an upset kid
- Handling a group of kids
- Tackling an upset parent
- Tackling Emotions
- Why we feel emotions
- Understanding what you can control
- Perspective of the kids
- Handling Difficulties
- Setting your goals
- When difficult situations arise
- Resetting yourself everyday
OUR TRAINERS
APPROACH
Ample video and picture case studies were used as this subject is pretty visual in nature, so real life body language actions helped drive home the concepts. The examples that were chosen for the case studies had been carefully sifted to appeal to the young participants and ensure that they would remember the case studies long after the training was concluded.
Role plays during the training helped the staff to experience how the same technique could be applied in real life situations. The team of experienced trainers imparted on the spot body language tips to the participants.
Post the training, each participant was given a short visual reference sheet that they could refer to for easy recall of the content during their working hours.
RESULTS AND OUTCOMES
- Pre and post assessment on the same day was carried out for the participants, HR and head of department to be able to see the changes in the understanding of the subject by each member who attended the training
- KPIs specific to the training objectives had been used for the above process
- A detailed note was submitted to the HR after each batch’s training so that HR could reflect on
- Which activities had maximum impact
- What where the key takeaways for the specific group
- What were the key challenges for the trainers while addressing each topic
- A simple follow-up technique was imparted to the HR team so that they could regularly supervise and help the staff to keep working on the concepts covered during the training
- A month post the training, an on-the-floor evaluation was conducted by the trainers to understand retention of concepts by the participants in their daily roles
- A remarkable improvement was clearly visible to the trainers who each carried out independent evaluation.
- An exhaustive list was prepared per participant on how they were presenting, interacting and dealing with challenges on the floor
- Specific activities were designed for the follow up session to be conducted, after dividing the participants into fresh batches, based on their performance during the second round of floor evaluation by us.