1. Topics per industry

Browse through our growing collection of industry topics to inspire your immersive learning program.
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Banking
Handling a difficult customer in a long waiting line
Banking

Handling a difficult customer in a long waiting line

Show learning goal, main character, arena and more
Learning goal
Learn how to use soft-skills in customer service when dealing with difficult customers
Main character
Employee at a bank
The arena
Bank branch
Game goal
Avoid further escalation of the customer situation
Main obstacle
Customer in a rush gets angry and violent
Successful ending
Nobody gets hurt and customer leaves happy
Failed ending
The angry customer hits your colleague
Other characters
Angry customer, other customers, colleagues

You work at a bank branch and at the moment, you’re behind your desk handling a few documents that you didn’t manage to finish yesterday. Next to you are two colleagues serving customers. The waiting line today is very long and there’s a lot of work to do.

A man enters the branch and looks flustered. After a few minutes, he asks loudly how much longer it will take to get a quick service. He also asks for an additional employee to join the colleagues to help move the line faster. Not too long after, he starts walking towards the desk and skips the whole line, shouting that he is in a rush and needs to take out money from his savings account, due to having a child in the hospital.

Other customers join the situation angrily by arguing they’re all in a rush and won’t allow him to skip the line, whereas others defend him. He looks even more angry and impatient, and things may escalate very quickly. It is up to you and your colleagues to calm down the situation. Will you tell the man to go back in line, send him away or make an exception?

If you try to send him away, he gets aggressive and punches your colleague. If you tell him to go back in line, he continues to shout and plead for help as fast as possible. If you make an exception, you will go to the desk next to you and help him with his query, leaving your work behind and risking missing a deadline.

Education
Making the right decision about hiring qualities when looking for a new candidate
Education

Making the right decision about hiring qualities when looking for a new candidate

Show learning goal, main character, arena and more
Learning goal
Hire the candidate best suited for the project owner position
Main character
HR Manager
The arena
Office
Game goal
Main obstacle
Differing views from stakeholders on what the best hiring profile is
Successful ending
Hiring the most suited candidate
Failed ending
Hiring the wrong candidate
Other characters
Product manager, CTO

You are an HR manager and at the moment you’re in your office. Your calendar reminder says you have a meeting in 10 minutes with the CTO and Project manager from the IT team.

Once in the meeting room, they start by mentioning the reason for meeting: finding and hiring a new Product Owner. The CTO shares that the biggest priority when finding a Product Owner is to have experience in the IT field, as well as their educational background. Whereas the Project manager has different views and although she agrees about the educational background, she believes a junior would be suitable for the position as well.

If you ask the right questions to the CTO and Project manager, you will be able to assess the needs of the company at the moment, the expected job to be finished by the new hire and the budget available, before making a decision. If you make the wrong decision, the you’ll soon be back on the lookout for a new candidate.

Transportation
Handle a smoking violation during a flight
Transportation

Handle a smoking violation during a flight

Show learning goal, main character, arena and more
Learning goal
Always pay attention to everything happening around you when in a flight
Main character
Flight attendant
The arena
Airplane
Game goal
Notice the smoking violation before other passengers start complaining
Main obstacle
Passenger smoking in the toilet during flight
Successful ending
You notice the smoke coming out of the toilet and handle the passenger apropriately
Failed ending
Other passengers complain about smelling smoke and the angry smoking passenger disturbs the flight
Other characters
Colleagues, passengers

You are a flight attendant and at the moment, you’re preparing the flight cabins for the next flight with your colleagues. After checking whether all is in order, the doors are opened and passengers start boarding. Once you make sure all passengers are seated and have the seatbelts fastened, the plane takes off.

Later, while serving snacks and drinks, one of the passengers complains that they smell smoke in the cabin. You reassure them that everything is well and that you’ll make sure to double check the status of the plane. When going back to grab more utensils, you notice a small smoke coming out of the toilet cabin. It is strictly forbidden to smoke during the flight and the passenger will need to deal with consequences.

It is up to you how you will handle the situation and the smoking passengers anger, as well as explaining to a supervisor why this violation wasn’t noticed earlier rather than later when already complained about by other passengers.

Healthcare
React fast and correct when code blue is announced
Healthcare

React fast and correct when code blue is announced

Show learning goal, main character, arena and more
Learning goal
Know code blue responsibilities and always be prepared
Main character
Nurse/Doctor
The arena
Hospital
Game goal
Get to the patient on time and start chest compression
Main obstacle
Being three floors away from the cardiac arrest patient
Successful ending
The patient’s life is saved
Failed ending
The patient didn't make it
Other characters
Hospital colleagues

You are an employee (nurse or doctor) at a hospital and it’s a regular, busy working day. You work in cardiology on the fifth floor and at the moment, you’re taking care of a few patients. A colleague walks in and lets you know that you’re needed on the second floor as soon as possible, to help out with the condition of a certain patient that just arrived.

Once done with the current patient, you head towards the second floor. While helping out with the patient on the second floor, a code blue is announced and all cardiology employees are summoned to a patient with a cardiac arrest on the fifth floor, the patient you just took care of a few minutes ago.

If you remember your code blue training, you also know that you need to be at the patient’s side in less than a minute to help save her life. How will you get to the fifth floor and will you make it on time? If you arrive quickly, what do you do first according to your role?

The patient’s life is at stake depending on whether you get there on time and if you do, whether you block and don’t know how to help, or you know what to do and fight for their life.

Construction & offshore
Learning the daily duties as deckhand on a ship
Construction & offshore

Learning the daily duties as deckhand on a ship

Show learning goal, main character, arena and more
Learning goal
Follow your senior colleague and remember the important details of your tasks
Main character
New employee as deckhand
The arena
Ship
Game goal
Learn the daily duties that keeps the maintenance and security of the ship
Main obstacle
Successful ending
Failed ending
Other characters
Senior colleague, other deck colleagues

It is your first day as a deckhand on a ship and you’re welcomed by a senior colleague who leads you through your daily duties and maintenance process.

From cleaning the deck, to loading cargo onto the ship, assisting with docking procedures and maintaining equipment by conducting inspections, there are daily obligations that you need to make sure are done by procedure in order everything to run smoothly.

After the walk through, you will be given your first task to assist your colleagues with the docking procedure and getting ready for unloading. What should be done first, where should you be at given moments, what is your role? It is up to you whether you’ve paid attention before and know how to handle the situation.

Manufacturing
Oil gas & energy
Prepare for inspection as an environmental manager
Manufacturing
Oil gas & energy

Prepare for inspection as an environmental manager

Show learning goal, main character, arena and more
Learning goal
Work fast under pressure and know the regulations for environmental impact
Main character
Environmental manager
The arena
Electricity plant
Game goal
Fix the wrong carbon data in the system before inspection
Main obstacle
Bug in the system
Successful ending
The inspection goes well without remarks
Failed ending
The plant is closed due to high carbon releases into the environment
Other characters
CEO, board of directors, colleagues, inspection

You are an environmental manager at an electricity plant and at the moment you’re in a meeting with the rest of the managers and the board of directors. The CEO informs all of you that the regulations inspection will visit your plant in a week, so all of you need to make sure everything is in the best condition otherwise the plant can be easily shut down forever or for a period of time, which will cost money and people’s jobs.

Being responsible for minimizing the impact of your company on the environment, you will need to check and regulate electricity and water usage, availability of renewable energy, general waste consumption and pollution or carbon emissions according to environment laws.

Do you know the environment regulations? And can you find a solution for certain issues before the regulations inspection arrives? If you manage to resolve some challenges with wrong information in the operations system about carbon release, the regulations inspection will pass without a remark. If you fail to do so, the inspection will check the numbers and release a statement to close the plant for a certain period due to polluting nearby waters.

Manufacturing
Retail & hospitality
Working as a delivery carrier for a mail facility
Manufacturing
Retail & hospitality

Working as a delivery carrier for a mail facility

Show learning goal, main character, arena and more
Learning goal
Handle everyday challenges as a carrier
Main character
Delivery carrier
The arena
Delivery truck, on the road
Game goal
Respect road regulations while meeting delivery deadlines, follow delivery procedures for every client
Main obstacle
Traffic jam, wrong address on packages
Successful ending
All procedures are followed through and packages are delivered on time
Failed ending
Broken road regulations that result in costs and complaining customers
Other characters
Customers, police officer

It is your first day as a delivery carrier at a big mail facility and a senior carrier welcomes you in the building. He explains the work culture, the average number of packages and deliveries per day, and other important information you’ll need to know as an employee.

Today, he takes you along and show you how a delivery day goes by, pointing out the main responsibilities you should pay attention to. The next day, you’re on your own and have plenty of packages to deliver. It is up to you to pay attention to road regulations for safety and parking, while using navigation tools to arrive at the right destination. Will you break some of those regulations to meet delivery deadlines? Do you know how to handle the situation if a package has the wrong address? Are all the packages in one piece or some are broken due to bad loading and driving?

After this training, you should be prepared for the everyday challenges a carrier may face.

Oil gas & energy
Retail & hospitality
Prepare a facility manager for power outages
Oil gas & energy
Retail & hospitality

Prepare a facility manager for power outages

Show learning goal, main character, arena and more
Learning goal
Be properly prepared for a power outage before it happens to minimize damage
Main character
The arena
Corporate or residence building
Game goal
Learn each step of the procedure for power outages
Main obstacle
Successful ending
Failed ending
Other characters
Former facility manager

You are the new facility manager of a building and at the moment you’re in a small office with the soon-to-be former facility manager, whose place you’ll take. Aside from responsibilities such as overseeing the building, placing security procedures and following building maintenance policy, he points out that having the building prepared for a power outage is one of the most important tasks. This is the main goal of today’s training.

He walks you through the main steps of being prepared, while explaining the importance of each step. Firstly, he shares that you need to inspect the backup and auxiliary power supply sources. Secondly, you need to ensure that the building’s equipment is protected against surges, which can occur during power outages. Thirdly, ensure that all emergency lighting is operational, such as exit signs and escape lighting in stairwells, that will enable occupants to leave the building safely during an outage. And finally, review standard operating procedures to make sure they include power outage instructions and have a shelter.

Since power outages can happen due to different circumstances, like electrical overload, natural disaster or human causes, it is up to you to remember the procedures and apply them accordingly to the next power outage. Is it a business or residence building? Is the backup capacity sufficient for your building’s operations today? Has it been properly maintained and tested? Would switches or motherboards be fried with the current protection? Are there fire extinguishers? Do people know who to contact in case of power emergency? The consequences depend on your choices.

Healthcare
Teach nurses how to handle wrongly dosed medications
Healthcare

Teach nurses how to handle wrongly dosed medications

Show learning goal, main character, arena and more
Learning goal
Learn the reporting procedure to use in case of incorrectly dosed medicines
Main character
Nurse
The arena
Hospital, patient’s room
Game goal
Confront the head nurse about wrong dosage and save patient
Main obstacle
Head nurse has a higher and more powerful position than you
Successful ending
You report the head nurse to higher management and save the patient
Failed ending
The patient dies
Other characters
Head nurse, doctor, patient

You are a nurse in a hospital and this is your first week of training. Today, you’re working a night shift and you’re under the supervision of the head nurse. At the moment, you’re doing the regular routine by checking all patients and their medical status, as well as the daily dose of medications and any assigned changes by their doctors.

When arriving to the bed of patient #62, you see the head nurse providing the prescribed medication. She joyfully greets you and asks how your night has been so far. While having a short chat, you notice on the patient’s board that the prescribed dose of the medication is higher than what the head nurse just inserted. You try to point it out, but she cuts you off by saying that she knows what she’s doing.

Being new at your job, it’s up to you what decision you’ll make next. Do you wait for the head nurse to leave the room and give the patient the rest of the dose, although you’re not authorized to give medications yet. Do you share this information with higher management or a doctor, risking to lose your job? Or do you do nothing and risk the patient’s health?

Education
Deal with discrimination in the classroom
Education

Deal with discrimination in the classroom

Show learning goal, main character, arena and more
Learning goal
Dealing with discriminating situations among students
Main character
Teacher
The arena
Classroom
Game goal
Calming down an angry student without causing him or anyone else harm
Main obstacle
Discriminating student
Successful ending
The student understands his mistake and calms down
Failed ending
The student hurts another student because you made him angrier
Other characters
School principal, angry student

You are a teacher at a high school. At the moment, you’re in a meeting with the rest of the teachers and the school principal, discussing changes that should be made within curriculums. The principal shares that a new program has been developed which promotes inclusivity and diversity. She claims it is engaging and educational for students from all backgrounds, promoting a culture of respect and understanding. It is required that every teacher inserts parts of this program into their curriculum as they see fit. You are also warned that it may trigger certain negative behavior among some students.

You’ve decided to make use of the program by asking your students to write an essay about the beauty of a culture different from their own. At the moment, you’re in class and you’re sharing this information with your students, when one of them makes a racist joke that is offensive to individuals in the room and in general.

You try to point out to the student that this kind of behavior is not accepted in your class or in society, but the student gets angry and starts shouting and points out that certain cultures are not worthy to learn and waste their time on.

It is up to you whether and how you will calm down the situation, without being offensive to the angry student or anyone else. It is up to you whether you will change the situation by replying to hatred with anger, or with education and proper measurements.

Retail & hospitality
Transportation
Resolve a PR crisis on social media
Retail & hospitality
Transportation

Resolve a PR crisis on social media

Show learning goal, main character, arena and more
Learning goal
Dealing with a social media crisis
Main character
PR officer
The arena
Office
Game goal
Finding out the core of the problem and notify all clients affected
Main obstacle
Delivery failure
Successful ending
Create content available to all clients at the same time, apologizing and compensating for their patience
Failed ending
Wasting time on replying to every comment separately while not knowing the core of the problem, which will bring more hatred and possible jeopardy of the brand
Other characters
CEO

You are a PR officer for a clothing brand in the retail industry. It is a normal working day and you’re behind your desk, doing your daily obligations. Suddenly, your phone shows multiple notifications, one after the other.

You unlock the phone and notice that all notifications come from the company’s Instagram profile. More than 50 clients have written public complaints about receiving different items than what they ordered. New comments keep coming in and if you don’t act fast, the reputation of the brand may be in jeopardy.

If you don’t figure out the core of the problem and start replying to each comment separately that the issue will be fixed, you may lose a lot of time and not resolve anything. If you take some time to find out what went wrong with the deliveries, and create publicly available content where the CEO of the brand apologizes to clients with compensation, the brand may be saved.

Construction & offshore
Compromise between being friendly for investors or the environment
Construction & offshore

Compromise between being friendly for investors or the environment

Show learning goal, main character, arena and more
Learning goal
Learn how to compromise between investors vs the environment
Main character
Architect
The arena
Office
Game goal
Don’t lose the investment, but help the community
Main obstacle
Not enough budget for the project the investors want
Successful ending
Both the investors and the community are happy with the project
Failed ending
The community doesn’t accept the project, investors leave angry, and the construction company damaged its budget
Other characters
Manager

You’ve been hired as an architect in a construction company and have already been working together with one of the senior architects on a few projects. At the moment, you’re behind your desk finishing some administrative work, when your manager walks in.

She shares a new project request from investors that plan to build an environment-friendly building in a prestigious, eco-oriented neighborhood. Only the budget may not be enough to pull this off. Your manager stresses the fact that the company hasn’t been doing well on the financial side lately, so any new project is more than welcome. Therefore, she accepted the request of the investors and assigns you as the project architect for this challenge.

If you are faithful to the environment and ensure that the building is energy-efficient, with solar panels, plenty of natural light, and ventilation to reduce the need for air conditioning and heating, you will make it easy for the neighborhood to accept the project and possibly attract plenty of new residents. On the other hand, this would almost double the required investment and possibly anger the investors.

If you pay more attention to the available budget, the project may be completely rejected by the neighborhood and the investors may do more damage than just withdrawing their investment.

After this training, you should be prepared to make the right construction decisions and compromise when put in a difficult situation between two important options.

Banking
Learn how to negotiate with suppliers at a bank
Banking

Learn how to negotiate with suppliers at a bank

Show learning goal, main character, arena and more
Learning goal
Learn how to negotiate with suppliers
Main character
Procurement officer
The arena
Bank
Game goal
Get a better deal for the replacement printer
Main obstacle
Double price of the service
Successful ending
You get a better deal that doesn’t damage the bank’s budget for goods and services
Failed ending
The supplier gets offended by your way of negotiating and cuts the relationship
Other characters
Supplier

You are a procurement officer at a bank. At the moment, you’re in your office and receive a ticket in the procurement system that the printer is broken and needs to be replaced.

In the years you’ve been working in this bank, you’ve already used a few different services from the same company where printer need to be exchanged. Your experiences with these have been good so far.

You get on a call with them and ask for a new printer to be delivered, but they let you know this time, both the printer and the delivery will cost double than before due to inflation. Knowing this is much higher than the budget planned for goods and services, you will need to use your soft skills and manage to get a better deal, without insulting the supplier on the phone or negatively affecting the bank’s budget.

After this training, you should be able to negotiate with suppliers and keeping a good relationship with them, while not damaging the bank’s budget.

Retail & hospitality
Assist an angry customer over the phone as a retail cashier
Retail & hospitality

Assist an angry customer over the phone as a retail cashier

Show learning goal, main character, arena and more
Learning goal
Handle all customers properly
Main character
Cashier
The arena
Retail store
Game goal
Ask for the store manager’s help when multiple customers are waiting for assistance
Main obstacle
Complaining customer on the phone and many customers waiting in line
Successful ending
All customers are helped
Failed ending
You lose customers or money
Other characters
Customers, store manager

You work as a cashier in a retail store and at the moment, you’re charging a customer for their purchased products.

After assisting a few customers, the store phone rings and you pick up. A very angry woman shouts from the other side of the phone, claiming she’s been overcharged while shopping online. There are already a few customers waiting in line and some of them comment about having to wait while you speak on the phone. You have to deal with the situation fast.

If you only ask for the phone customer’s purchase ID and directly refund the amount they claim was overcharged, you may be dealing with a fraud which costs the store money and you may lose your job.

If you check their purchase history, including the item bought, their shipping address and the amount paid, you will properly assist the phone customer, but a few customers from the line in front of you will walk away, without any items purchased.

At the end of this training, you should be able to evaluate in which moments you can help customers and how, and in which moments assistance is needed from the store manager.

Retail & hospitality
Provide room service after the kitchen is closed
Retail & hospitality

Provide room service after the kitchen is closed

Show learning goal, main character, arena and more
Learning goal
Deal with difficult customers
Main character
Receptionist at hotel
The arena
Hotel reception
Game goal
Assist the customer with the best possible solution
Main obstacle
The kitchen is closed
Successful ending
The customer is happy and gets food
Failed ending
The customer leaves the hotel angry
Other characters
Hotel guests

You are a receptionist working at a hotel desk. You just started your usual night shift while colleagues from the previous shift say goodbye on their way out.

A couple of guests check in for the evening. You confirm their reservations, ask for their IDs, and help them find their room.

Later in the evening, the reception phone rings and it’s one of the guests that checked in a few hours earlier. She wants to order some food.

You look at the clock and it shows 10:30 PM. The kitchen is already closed since 8 PM and is not available anymore for orders. You inform the guest, but she keeps pushing that she’s very hungry from the trip and that you should make an exception. If you don’t find a solution and keep refusing her request for a meal, you may have to deal with a very angry guest that may also leave the hotel.

At the end of this training, you should be able to assist guests and their cravings after the kitchen is closed, by offering them food from your 24/7 snackbar or ordering a meal from one of your partner restaurants in the area.

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