How can you make your role-plays more inclusive?

1 Choose relevant scenarios

The first step to make your role-plays more inclusive is to choose scenarios that are relevant, realistic, and representative of your customer base and service context. Avoid using stereotypes, assumptions, or biases about your customers or their needs, and instead use data, feedback, or research to inform your scenarios. You can also ask your participants to suggest scenarios that they have encountered or anticipate in their work, and incorporate their perspectives and insights.

2 Set clear expectations

The second step is to set clear expectations for your role-plays, both for yourself and your participants. Explain the purpose, objectives, and benefits of role-playing, and how it will help them improve their customer service skills. Establish some ground rules for respectful and constructive feedback, such as using the sandwich method, focusing on behaviors not personalities, and avoiding personal attacks or judgments. Also, give your participants the option to opt out or request a different scenario if they feel uncomfortable or triggered by a role-play.

3 Use inclusive language

The third step is to use inclusive language during your role-plays, both as a facilitator and as a role-player. Inclusive language is language that avoids excluding, discriminating, or stereotyping people based on their identity, culture, or background. For example, you can use gender-neutral terms, avoid making assumptions about people's preferences or abilities, and ask for people's pronouns and names before addressing them. You can also model and encourage the use of inclusive language by your participants, and correct or challenge any inappropriate or offensive language.

4 Provide diverse feedback

The fourth step is to provide diverse feedback after your role-plays, both from yourself and from other participants. Diverse feedback means feedback that reflects different perspectives, experiences, and opinions, and that acknowledges the diversity of your customers and their needs. For example, you can ask your participants to share how they would react or respond differently to the same scenario, or what they learned from observing or listening to other role-plays. You can also invite feedback from people who have different backgrounds, identities, or roles than the role-players, and ask them to share their insights or suggestions.

5 Celebrate successes

The fifth step is to celebrate successes after your role-plays, both individually and collectively. Celebrating successes means recognizing and appreciating the efforts, achievements, and improvements of your participants, and how they contributed to the learning outcomes and goals of the role-playing sessions. For example, you can give specific and positive feedback to each participant, highlight their strengths and areas of growth, and thank them for their participation and engagement. You can also celebrate the successes of the group as a whole, and how they supported each other, learned from each other, and created an inclusive and respectful learning environment.

6 Evaluate and improve

The sixth and final step is to evaluate and improve your role-plays, both as a facilitator and as a learner. Evaluating and improving means reflecting on the effectiveness, impact, and feedback of your role-plays, and identifying what worked well and what can be improved for future sessions. For example, you can ask your participants to complete a survey or a self-assessment after the role-plays, and share their feedback, suggestions, or concerns. You can also review your own performance and facilitation skills, and seek feedback from peers or mentors. You can then use this information to plan, design, and deliver more inclusive and engaging role-plays in the future.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?