Role-playing: more than just fun and games

What does your receptionist say to a client who claims to have forgotten his or her checkbook? Or how does your technician respond to an angry client? In such cases, is everyone following a similar script? Is what they're saying the best response? If not, role-playing may help.

Bob Levoy

Role-playing sensitizes everyone to the skill and diplomacy required to manage difficult situations. It also helps everyone agree on the best response and perfect that reply through practice.

How it works: Typically a facilitator sets up a scenario that mimics an everyday occurrence and assigns two participants different roles (such as receptionist and client). The two team members act out the situation, improvising as they go, while the rest of the group observes. Then, everyone critiques what was said and brainstorms for improvement.

Cobbs Ford Pet Health Center in Prattville, Ala., uses role-playing in staff meetings, says hospital administrator Darin Phillips, MBA. "We put everyone's name in a bowl and draw out two names. One person leaves the room while the other, taking the role of a receptionist or technician, conducts a mock phone call with me, playing the role of a client. Our subjects range from general questions to appointment requests."

When the first person finishes, the second staff member comes back into the room to deal with the same call. The group then discusses how each person handled the situation. "The goal," says Phillips, "is to improve communication with clients. Role-playing does put our team members on the spot, but it has proven highly effective and fun for everyone."

Veterinary Economics Editorial Advisory Board member Bob Levoy is a seminar speaker in Roslyn, N.Y. He will discuss “Branding Your Practice: The Key to Great Profitability” at the Western Veterinary Conference.