Case Study 3

HASCE Conference - Out of the Box

The Challenge

To research, create and facilitate an interactive training day as part of an ongoing staff development programme using forum theatre techniques. To reassure participants this was not role play in disguise!

Selecting and Using The Tools

Research

After a briefing session with the conference organiser, we obtained a copy of local authority complaints procedure.

Key aims were to encourage delegates to think 'outside the box' and to improve customer service.

We created three scenes, focusing customer complaints into areas removed from the immediate experience of delegates.

Presentation

Delegates saw a scene featuring a complaint and had the opportunity to consider:

• How efficiently the complaint was dealt with.
• How the complainant felt.
• What the situation looked like to the complainant.
• How well the complaint was handled.
• The degree of satisfaction.
• What might happen next.

Delegates selected points at which different action could be taken. Their interventions, or suggested interventions, were facilitated and they were encouraged to assess the outcomes and consider further alternatives.

Additional scenes were improvised at the suggestion of delegates and interventions tested.

Benefits

• Delegates think outside the box.
• Experience how situations look and feel to complainants.
• Experiment and share strategies.
• Try new strategies in a safe and supportive atmosphere.

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