Topic: How much does role playing fit into your training program?

I'm curious how much role playing plays a part in training, especially for new leasing consultants. Do you all use it extensively? (and is it a formal program - i.e., they will do X number of role playing scenarios with X number of people)

As a Leasing Person; I have never had any 'formal' training; but I learn better by doing anyway. So, no role playing has been done in my case.



That said, I did a lot of role playing in my retail and corporate sales lives prior to changing careers, but the last time was something like 15 years ago.....

We have found that role playing in our training programs has enabled the learner to retain much more information. On top of that the learner is not just remembering facts but real applications. Whether this is done live or in an online format, role playing certainly aids the learner in the long term.

I love roleplaying.. but I also find that many people are so uncomfortable with doing it. It's sometimes a sure fire way to know why things are leasing up slowly or not at all if the manager or leasing agent is bashful with role-playing... if they are not comfortable with you, how comfortable can they be with a prospect?!? It's a fun way of doing things too... When we did this training we would always find the most ridiculous scenerio to use when it was our supervisors turn to be the "leasing consultant" to see how well he can handle the pressure. He surprisingly did very well! It also helps build a relationship with co-workers and supervisors... For a few minutes you feel as though you are on the same playing field.

Great question Brent! It is our experience that role playing does not only make the training overall more enjoyable, but it actually helps the trainees capture the learning better. You know the old saying, I learn by doing vs. observing…Well, role playing allows them not only to see different scenarios, but actually be part of it, in result learning by doing and observing together.

I have been to so many trainings where people just talk, talk, talk, and really don’t get the audience involved in anyway, this type of training are typically boring, and hard to retain information. While, the trainings I have been with role playing and audience interactions have been enjoyable and memorable.

Role playing is truly a key component of a successful training, no matter the size of the training audience. Role playing is great even for a one-on-one training session.

Below are a few trainings I recommend using role playing:

1. Leasing Call
2. Apartment Showing
3. Resident Conflict Resolution
4. Employee Counseling
5. Public Speaking

Hope this helps!

Sincerely,
Pedro

Thanks for all the great feedback everybody! I remember when first started out, we did very little role playing, and like Chrissy mentioned, I did not feel comfortable at all. I preferred just talking to the prospect, but that could have been because any failure I had was somewhat sheltered, while I felt I was being "judged" in the role-playing. That said, looking back now, I wish there had been much, much more role playing as it gives opportunities to feel out different techniques and use it as a collaborative process.

We used to have a monthly role playing session with all office staffers. We would cover everything from sales presentation, communicating with residents, and fair housing to phone skills, work order and systems protocols.

A variety of scenarios were offered and staffers could "pick their poison." It gave everyone an opportunity of showcase their skills and strengths, while gaining insight in weaker areas by watching coworkers. It was an excellent place to brainstorm effective ways to handle sticky situations.

Educational and entertaining. We had some fun times. A couple of well-played skits could effect the change of a dozen memos. Most people really enjoyed the venue.

Tempted to dust off the old meeting style, for fall! Thanks for sparking that old flame!

:cheer:

Great response, Julia! As I was reading your comment, I kept wondering why you stopped the program - it sounds wonderful!

I have been training for over 35 years and find that the very self confident people like it and the shy ones hate it. They also hate the person who MAKES them do it anyway. Role playing is very effective and fun to watch and learn from...so let people volunteer for the 'front of the room' show and then pair off everyone in the room, assign a role play and have them all do it at the same time. That way no one can hear them except their partner. They still get the practice and build their confidence and skills. Sooner or later they come around. If they are too shy to even get up and introduce themselves, watch out; they likely aren't going to be very assertive leasing stars. It is our job to help them...without embarrassing them.

I agree with Anne. The self confident folks love it! I do a lot of one on one roll playing with new leasing folks. It helps me find their strong areas and areas we need to work on!

I personally love to get others to love role play! Once they hear from their peers (and we all know they talk) how they hated it in training but totally get the value after training... when they're using their comp books and easily overcoming objections by asking probing questions... they're SOLD and HOOKED!

Recently I sprang one on my teams where instead of doing it in a training class (or any formal setting)... I emailed about 20 people, paired them up, and asked them to call and role play on the phone (and that I'd be listening to their calls, and awarding prizes in multiple categories for Best Call, Best Use of Urgency, Best Closing, Best Need Assessment, Most Conversational... etc...) they ATE IT UP!

I received feedback along the lines of "THIS WAS SO MUCH FUN"... "I CAN'T BELIEVE HOW MUCH THIS HELPED"... "WHEN CAN WE DO IT AGAIN"... etc...

Frankly, there is so much value in trying things that might seem strange or foreign, BUT WORK, in a safe environment. I like PROVING IT WORKS to my class... I will tell my learners (especially if I'm getting a lot of resistance in any one particular area) that if they go back to their sites and try it for at least a month and it doesn't work (meaning, they don't get more leases, typically) then I will give them $20! Of the 88 participants in my Intro to Leasing classes this year... I've had one person take me up on it. The remainder (probably 50 or so), have sent thank you cards, emails, calls, etc... on how they would have never tried it, but since I put so much behind what I was saying, they had to... and it worked!

This is why I LOVE what I do... stories like this!

Tara

YAAY YOU! Getting people to role play is like pulling teeth sometimes but SOOOO helpful! To encourage teams I always "go first."
I also try to make them understand that when they role play it's a "safe environment" with friends and coworkers who want you to succeed. It's a whole lot easier to practice it here so you'll be able to do "it" (whatever they're working on) on the "hot seat" in the real world later! ;)

Absolutely!

I like to start out by demonstrating what I'm asking them to role play (tour, call, closing... whatever)... then tends to help them be a little more willing! :)

Tara

Very clear instructions are also important, and demonstrating what you are looking for in the role play like you do is EVEN BETTER! :woohoo:

I agree with most everyone in this blog. Without role-playing, either formally in a classroom setting or informally with a team in a huddle, you never get to listen, see and discover how team members will react in a scenario.

Let's face it, most people will say they don't like it, yet surveys show they appreciate seeing how to resolve issues in role-play.

Pedro,
U forgot the most important component of leasing an apartment. It is "closing" what leads up to closing are the rest of the items you mentioned. Isn't that what leasing staff is paid to do? That is ask for the money! I have found this to be the hardest part of leasing an apartment. If you have not qualified your prospect well, then closing will be the hardest. :huh

Nobody likes it, everybody hates it...they just want to eat worms! In spite of that, it is always a great learning experience. After the initial **THUD** of objection, everyone relaxes into it and finds some new tool to add to their closing kit.