You are a conductor on a train. Your daily shift just started and you are on one of the trains. You walk from wagon to wagon and ask passengers for a boarding pass for the ride.
A young boy, probably in his early twenties, looks troubled as he answers he doesn’t carry one at the moment, but has one forgotten at home. Knowing the procedure, you ask him to purchase one now or leave the train on the next station.
He confronts you by saying he doesn’t have any money and is currently going to his college. He cannot miss his final exam or he will be suspended. Other passengers get involved. Some tell you to let the boy go, but others seek justice and equality.
The challenge is to properly handle the passenger breaking the rules while everyone else around you gets involved. If you make him get off the train, he may really be suspended. If you don’t, you’re breaking the transportation rules and you may face an angry manager.
At the end of this training, you should feel prepared to handle difficult passengers on a train.
You are an HR representative for your company. When you look around, you are in your office and next to you on the desk are some job applications you need to review for the new job ad.
There is a knock on your door and you let in one of the company’s employees. He looks flustered and stressed. You ask him to sit down and tell you what’s wrong.
He raises his voice and explains that he just had a feedback session with his team lead and again, there is no salary raise. You try to calm him down but he gets even angrier, pacing through the room and explaining how much work he’s done, the importance of it and that he’s irreplaceable. Furthermore, he threatens to leave the company if this doesn’t change.
The challenge is to find a common ground and convince the employee to stay. If not, you will lose a key employee who’s not easily replaceable.
At the end of this training you should be able to deal with objections from employees.
You are an employee in a factory. It’s a regular working day and you enter the building. One of your colleagues lets you know that the factory cafeteria has been closed since this morning due to upgrades to be done in the kitchen, so you won’t have lunch there. Another colleague joins by saying it would’ve been better if that money was invested in fixing the second elevator, which may be useful if you need to leave the building faster. You laugh it off and get to work.
While doing your daily work tasks, the fire alarm sounds off. A worker running from the kitchen area shouts there’s been an explosion while removing the old cooker which caused a fire.
Everyone panics and runs in different directions. Some towards the stairs in the hallway, others towards the entry door, and some towards the working elevator, including both of your colleagues from this morning. They shout your name to join them.
The fire starts spreading faster and you need to decide which way you’ll go. The main challenge is to exit the right way. If you remember the procedure, you’ll exit through the hallway stairs. If you follow your colleagues in a moment of panic, you won’t have a happy ending.
At the end of this training, you should be able to memorize your company’s evacuation procedure in case of fire while feeling panicked, stressed or scared.
You work at the reception of a hotel lobby. Your shift has just started and the phone goes crazy already. Your colleague Maria, who’s standing next to you, says she will take care of all the online bookings while you are doing the calls. You take a few phone call reservations. It’s the busiest time of the year for the hotel.
In the afternoon, a couple arrives for their honeymoon in the hotel’s penthouse. While you are checking their payment, a VIP guest arrives and asks for a reservation of the penthouse as well. Turns out there has been double booking in all the haze.
The VIP guest gets angry saying he’s been our client and has booked the penthouse for more than 10 years. At the same time, the couple points out they’ve already paid for the penthouse and the woman starts crying.
The challenge is to keep your VIP client while making the honeymoon couple happy. If you don’t give the penthouse to the VIP client, he may never come back. On the other hand, if you don’t give the penthouse to the couple, their honeymoon may be ruined.
At the end of this training, you should be able to handle double booking properly.
You are a new employee in a manufacturing company. It is your first day at work and your manager greets you at the entrance. He gives you a tour of the grounds, both inside and outside.
While inside, you go through corridors that lead to rooms containing different types of machines and engines. He explains the purpose of each machine, as well as the whole process of manufacturing. You also meet some of your colleagues and they let you know their roles, as well as everyday tasks.
Your manager also shows you the cafeteria and relax room, as well as the control room where production is followed in detail.
Lastly, he gives you a tour of the outside grounds, the company vehicles and explains the culture of the company.
At the end of this training, you should be familiar with your working environment.
You are a mechanical engineer on an energy plant and your manager has requested a pump to be fixed as soon as possible. Otherwise the company loses an important client. Your coworker comes to assist you.
You rush to the pump and if you don’t take the time to look around, you won’t notice a large security camera hanging loose above the broken pump.
Your coworker insists the camera has been in that condition for a while now and won’t do any harm.
Your main challenge is to fix the pump on time but also make sure you work in a safe environment. If not taken care of, the camera falls and hurts your coworker while trying to fix the pump.
At the end of this training, you should have more awareness about the risk of dropped objects.
You are at the entrance hall of your company where you work as a receptionist.
While sitting behind your desk, a man enters the building and approaches you. He lets you know that the CEO is expecting him for a meeting in 10 minutes.
When asked for his ID, you notice that it is outdated. You ask for a new one. Unfortunately, he doesn’t have one but insists this meeting is crucial for your company.
The main challenge is to follow the protocol of security but at the same time find another solution to resolve the problem, in case this man is of great importance.
Otherwise, the man gets angry and leaves the building, which leads to your company losing a great business opportunity and makes your CEO very unhappy.
At the end of this training, you should be more prepared on how to best handle security situations.
You are a female manager in your company and want to convince the board members to go a different route for the latest project due to many inconveniences you’ve found. The board consists of 5 male members.
When you look around, you are in a boardroom where the members are waiting for the meeting to start. Your male coworker is there as well, whose plan was initially accepted regardless of its flaws.
He constantly interrupts you by mocking your suggestions and gets laughing support from all board members. If you don’t convince the board about your idea, your coworker gets promoted.
At the end of this training, you should understand what it would be like to be in a female’s shoes, to get empathy for diversity and a reflection of a board member’s or male behavior.
You are a stewardess for an airline company. At the moment, you are in a plane getting ready to take off. You assist passengers to settle their bags and find their seats. Some of them request different seats, but you kindly let them know that each passenger has to be seated on their booked spot.
The plane takes off. You and your colleagues start serving the passengers with some food and drinks.
Later, a woman calls from her seat for one of the staff to help her out. When you get to her seat, she politely asks if she could switch seats. Before you manage to answer, the man next to her raises his voice saying she’s probably running away from him and starts pulling her hand to stay. You notice a few empty mini alcohol bottles in front of him and conclude that the passenger may be drunk. The challenge is to prevent chaos happening while in air and finding a solution for the situation. If you confront him alone, he may get more physically violent. If you switch the woman’s seat, the rest of the passengers may get involved and request the same.
At the end of this training, you should be able to handle a drunk passenger onboard.
You work as a host for a 5 star restaurant. A woman approaches, carrying a dog and she wants to enter the restaurant.
You let her know that the restaurant has a “no pets” policy. The woman is shocked but also notices that one guest has a dog sitting next to them, which makes her even angrier. After letting her know that only service dogs are allowed, she goes on to make a bigger drama.
The challenge is to handle the woman properly while staying polite, as well as prevent disturbing the rest of the guests. Otherwise if you let the woman in, a guest sitting in the restaurant who happens to be someone rejected before due to carrying a pet, makes a problem about non-equal treatment.
At the end of this training, you should be better prepared to handle incoming guests that carry their pets.