You work at the front desk of a bank. It is a normal working day and an older couple walks in, asking you to open a new safe for them. You discuss with them the terms and conditions, and they decide that the safe is to be opened only when they are both present. You prepare the contract, they sign it and leave happy.
A few months later, only the man comes back and asks to open the safe for a family emergency. Knowing the policy, you apologize and state that it can be opened only with both of them present. He gets emotional and explains his wife is in the hospital, which is why opening the safe is of great importance.
The challenge is to stay within the bank’s procedure while managing to help your client. If you stick to the contract, it may be fatal for his wife. If you don’t, you may open the safe due to untrue statements by the man and have an angry manager afterwards.
At the end of this training, you should be able to handle complicated situations with clients and bring the best decision.
You are a new employee in a marine. When you look around, you’re on a ship and this is your second day at work.
A person walks in the room where you’re waiting, greets you and introduces himself as your instructor for the day. He asks for your role, then explains how a regular working day goes, the marine culture, the colleagues you may meet on the ship and their responsibilities.
Afterwards, he gives you a tour and walks through corridors and rooms, explaining different equipment, machines and engines, how they work and what would be your responsibility.
At the end of this training, you should feel more confident about your knowledge of the ship and your tasks.
You’re at a train station, waiting for your friend to come and have a night out. Your phone beeps and shows a message from your friend letting you know they’ll be 5 minutes late.
Suddenly, you hear someone scream and a thud behind you. You turn to see a man laying on the floor and people from the station standing around him in panic.
In this stressful situation, the main challenge is to successfully perform CPR while handling the crowd around you and their comments. Otherwise, someone else might step in and try to do the procedure, but with an unhappy ending.
At the end of this training, you should know how to handle your own emotions and the bystanders, as well as do the procedure to save a life.
You are a manager at a retail store. It’s early morning and you just opened the doors for the day. Customers start walking in and the sales assistants greet them, while you’re doing some last checks if everything is in place after last week’s discount.
After a few hours, one of the store cashiers approaches you and explains there is a customer demanding last week’s discount and they need you to handle the situation.
You greet the customer and ask how you can help. The customer explains she personally saw this piece on discount last week and claims you’re trying to manipulate and take her money. Furthermore, the queue behind her grows more impatient.
The challenge is to properly handle this situation and make sure she comes back again at your store. If you give her a discount, then everyone else in the queue may request one as well. If you, don’t she may never come back.
At the end of this training, you should be able to properly handle difficult customers.
You work at the front desk in a bank. The door just opened and customers walk in. You help one customer with the documents they need and an elder woman on how to use the ATM for money withdrawal.
In the afternoon, while your colleague helps the next customer, you take care of some documents that need to be settled. Suddenly, the door gets slammed off the wall as a man walks in, holding a gun in his hands. He shouts for everyone to lay on the floor while he waits for you to empty the money safe.
If you give him all the money, he will leave without harming anyone but the bank will lose the daily income. If you confront him, he may hurt someone in the room. The challenge is to stay calm during this stressful situation, while making sure you remember as much as possible of the robber’s characteristics.
At the end of this training, you should know the procedure of reporting a robbery to the police after a stressful situation.
You are a construction worker and working on a new building. You are standing at a height at the top of the new building and the construction is not finished yet.
While doing your job, you notice one of the bolts on the iron fence is loose. You call your co-worker responsible for this matter to tighten the bolt.
He comes carrying a wrench, but you notice that the wrench is not tied to his belt. The challenge is to pay attention to safety while staying respectful to your colleague. If you point out that the wrench is not tied, he may get offended and defensive that he knows his job better than you. If you don’t point it out, the wrench may fall and hurt another colleague on the construction site. At the end of this training, you should have more awareness about the risk of dropped objects.
You are a teacher in high school and you give a lesson to a group of students. After reminding them to prepare for the test next week, the class is dismissed and students walk out the room. You have 10 minutes until your next class.
However, one student lingers and looks troubled. With doubt, she approaches you and asks if you have some time to talk. Letting her know you’re available for 10 minutes, she starts explaining with a quiet tone that she and her mom are victims of domestic violence and she doesn’t know who to ask help from. Furthermore, she starts crying and shows you her bruises.
The main challenge is to figure out whether the student is telling the truth or has other motives. In order to find out, you’ll have to develop the conversation, but you’ll be late for your next class. If you leave this conversation for after school, the student may be in denial afterwards.
At the end of this training, you should know how to handle both your student’s and your emotions in a difficult situation, as well as be well prepared to recognize whether the student is really facing issues or is lying for other motives.
You are an engineer at a flying company. At the moment, you’re in a hangar where a plane is waiting for you to do a regular maintenance before flying off tomorrow morning.
You change the oil and test the engine, but hear it working with a different sound than usual.
Main challenge is to figure out as soon as possible why this is the case, as well as to make sure that this problem doesn’t come from some other source in the plane. Otherwise, you need to give late notice that the flight has to be canceled.
At the end of this training, you should have better knowledge of plane maintenance, as well as better understanding of actions to be taken when a flaw is found.
You are a customer support agent at a tech store and at the moment, you’re at work.
A customer walks in looking a bit flustered and clearly in a rush.
When you approach her, she explains that on the way to work, she received a payment notification for the new contract with our company, but claims that she has been overcharged. Now she’s here and late for work.
The main challenge is to know how to approach the customer in order to resolve the problem. You need to check if the problem exists, and how to solve it in a short time frame. Otherwise, the customer gets angry and storms out the store.
At the end of this training, you should be more prepared on how to handle a dissatisfied, angry or complaining customer.