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.
OUR APPROACH
The entire day was divided into two broad sections. One addressing the outer techniques of body language techniques that would help them look and feel the part
The second half of the day focused on helping them understand parameters in and out of their control, to showcase empathy to their customers.
OUR TRAINERS
A team of two trainers were selected from our team, one specializing in confidence techniques using body language and the other specializing in growth mindset through emotional intelligence techniques that employ nonverbal communication parameters. Both trainers had relevant prior experience of working with young working professionals, parents and kids so they were amply qualified to understand the participants as well as their end customers and their priorities.Their combined expertise was instrumental in ensuring the success of the training program.
APPROACH
The entire staff was divided into three batches based on their performance as measured by the internal HR. Each one underwent training for a full day. As the team had relatively less experienced participants, the activities were designed in a manner to allow each participant to practice every technique discussed thoroughly on the same day. This ensured there was maximum retention.
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.
GOING FORWARD
The client was thoroughly satisfied with the training conducted. They want to implement the same for their center at another location in the country. They also want us to conduct a similar training for a toddler section that is getting launched within this year.
HOW WE CAN HELP
Simply Body Talk has been working since 2013, helping mid and senior level professionals to sharpen their leadership skills. If you are looking for personal improvements, or arrange for your organisation, be sure to reach out to us on +91 9930941534.