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Home > News > January 2007 > 15 January 2007

Stena Line opts for drama-based training

Stena Line ferries has implemented a customer service training programme for its staff on the Stranraer to Belfast ferry line with the help of professional actors from training company Sold Out Trainers.

Sold Out says its training and coaching technique mimics specific real life situations, with actors playing the parts of customers or staff members. With the help of facilitators, delegates then have the chance to 'direct' the scene, 'pausing' and 'rewinding' the live action and dictating how the actor responds.

The team of actors also take part in what is known as 'hot seating', where they remain in character after the scenarios, so delegates can quiz them on how they felt during the scene, what affected them, and why they acted in a certain way.

During a series of half day sessions with a total of 250 of Stena Line's onboard and offshore staff, a team of Sold Out actors recreated nine different 'moments of truth' scenarios, based on real-life situations. The demonstrations were designed to show how staff responses or actions directly affected passengers' experiences.

Stena's Training Officer Jim Gaffney said: "The training was excellent - very hands-on and different to what we deliver ourselves. It's innovative and certainly provided a major boost to the staff. They all felt were very positive about it and enjoyed it."

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