Role playing: Rx for a professional edge

Posted: August 5, 2014 | Categories: Sales, Team Building

In car racing we hear the pros say, “You win in the pits”.  The skill and speed of a pit crew can often be the determining factor in winning the race.  They practice, practice, practice.

The same can be said for top performing teams in business.  Like the pit crews, they consistently take the time to practice drills to keep their edge sharp.  One of the key ways they achieve this is through role playing.

Last night, I helped facilitate a team meeting for one of my clients.  Skill building is a part of this meeting, and that means role playing.  In role playing a particular scenario is set up where someone plays the customer while another plays the employee.  Each person is challenged to play their part, stay in character, and demonstrate their problem-solving ability.  It is designed to be challenging in a way that increases skills.  Because it is set up that way, role playing stretches us and gets us out of our comfort zone.  We stumble, make mistakes, and often look awkward.  Most people like to look their best among their peers, and role playing can expose areas where growth is needed.  To put it another way, most people do not like role playing!  That being said, in my coaching experience, I have also found it to be one of the most powerful ways for a team to come together and sharpen their skills.

I know.  It’s dumb, and hokey.  For 17 years, I worked for a company that would require role playing at each bi-weekly staff meeting.  I dreaded it.  I would always hope that we would run out of time and not have to do it.  On rare occasions, we did have to omit it.  I would immediately be relieved, but afterwards, I would feel shortchanged.  How could I like something I don’t like?  Because role playing sharpens our skills and makes us feel more confident in our work.  Role playing is for champions.  If you want your team to be on top, I recommend you include role playing in your team meetings.

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