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 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 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 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’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 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 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 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 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 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.