Dealing with Difficult Customers

Situation

Authentic assessments and activities that mirror real-world challenges and decision-making are important for learning. One of the most effective ways to achieve this is through branching scenarios, which allow learners to explore consequences through realistic choices in a safe and controlled environment.

Solution

To apply this concept, I designed a branching scenario focused on managing a difficult customer interaction. The goal was to help learners practice de-escalation strategies and effective communication while allowing me to build hands-on experience in developing scenario-based learning. 

Tools: Articulate Storyline, Microsoft PowerPoint, Miro