Before Training Day​​​

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1. Initial Meeting

   • We arrange a meeting with the company’s management or training department to introduce the simulation-based training model.

   • We present various customizable scenarios such as: front-line staff handling guests, managing customer complaints, or promoting products to clients.

2. Confirm Training Scope

   • The client determines the number of staff to be trained and the training scope.

3. Training Preparation Team

   • The client appoints 1–2 staff members familiar with company operations (from HR or training department) to coordinate with us on:

     • Training details

     • Number of trainees

     • Venue

     • Roles required

     • Number of simulation actors

     • Duration and number of daily sessions

4. Proposal & Quotation

   • Based on discussion outcomes, we provide a proposed training schedule and quotation for client approval.

5. Confirmation & Deposit

   • Upon confirmation and deposit payment, we further discuss scenario details with the training coordinator.

   • We draft the training storylines and scenario settings for approval, including:

     • Simulation location per session

     • Number and positions of participants

     • Allowing a few observers

     • Role settings and actor personality traits

     • Key events triggered by the actor/environment

     • Each simulation lasts around 20 minutes​​

6. Approval & Scheduling

   • Finalize and approve the training content with management

   • Confirm training dates and schedule​

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On-Site Training

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1. Trial & Review (if needed)

   • Conduct a first-round training session and review its effectiveness

2. Warm-Up

   • On training day, trainees participate in a 20-minute warm-up game (without actors present)

   • We can provide suggested warm-up activities

3. Session Format

   • Each scenario includes 4–6 trainees and 1–2 simulation actors

   • One training session (with breaks) takes approximately 1 hour

   • Three sessions can be conducted in a morning or afternoon

4. Scenario Execution

   • Before each session, the trainer assigns roles and explains the setting without disclosing potential incidents

   • No pre-instruction is given on how to respond – the purpose is to test adaptability

5. Post-Simulation Debriefing

   • Immediate debrief led by the company’s training coordinator:

   • Trainees share personal feelings

   • Actors reflect as “customers”

   • Constructive review (non-judgmental) led by the coordinator

   • Discussion on effective strategies and communication

   • Positive reinforcement for appropriate behaviors

   • Actors may rest during technical/operational discussions

   • Debriefing lasts approximately 20 minutes

   • Followed by a 10-minute break