OVERVIEW OF CLIENT
The client is a leading entertainment based immersive learning center for children in Mumbai. It is a franchise of the original theme park based out of Mexico.
WHAT MAKES THEM UNIQUE
The client is a dynamic and immersive family entertainment and educational center located in the vibrant city of Mumbai. This innovative establishment provides children aged 4 to 14 with a captivating blend of entertainment and hands-on learning. Set within an expansive indoor space designed as a miniature city, the venue offers a diverse range of role-playing zones, each mirroring real-world professions. Through interactive experiences sponsored by renowned brands, children gain valuable insights into various careers, fostering a love for learning and crucial life skills. This unique concept prioritizes safety, with age-appropriate activities supervised by trained staff.
The center’s commitment to education, creativity, and playfulness makes it a distinctive destination for families seeking a holistic and enriching experience
TRAINING NEEDS
During the regular mystery audits that get done by the client, they received input that their ground staff were not looking super confident and energetic during the role plays that they conducted with the children. And also that their body language required to be revamped so that children could connect better with them.
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
Our team, consisting of senior members along with the trainer team conducted the pre assessment in the following manner:
- 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.