{"id":15544,"date":"2022-05-22T17:11:04","date_gmt":"2022-05-22T13:11:04","guid":{"rendered":"https:\/\/www.ispringsolutions.com\/blog\/?p=15544"},"modified":"2025-10-31T15:41:25","modified_gmt":"2025-10-31T11:41:25","slug":"black-belt-in-negotiations-how-to-improve-your-employees-skills-with-dialogue-simulations","status":"publish","type":"post","link":"https:\/\/www.ispringsolutions.com\/blog\/how-to-improve-communication-skills-with-dialogue-simulations","title":{"rendered":"Black Belt In Negotiations: How to Improve Your Employees\u2019 Skills with Dialogue Simulations"},"content":{"rendered":"

A dialogue simulation<\/strong> is an interactive exercise that actually imitates a real conversation with a person: a customer, a staff member, or a colleague. It helps people master communication skills without any risk of scuttling a deal or damaging relations with a client.<\/p>\n

You can see how simulations work in The Matrix<\/em>. A key character connects to a computer program and learns how to jump from one roof to another. Actually, he falls, but it doesn\u2019t kill him \u2014 it was just part of the training.<\/p>\n

Each dialogue I make is based on a real business case from my practical experience. Learners are required to face a challenge in real time: correctly present a product, assign a task to a subordinate, or calm down an angry customer.<\/p>\n

The main feature of a dialogue simulation is its branching scenario<\/a>, where each decision has consequences. Everything works like in real communication between two people: say something rude, and you\u2019ll anger the other person; be polite, and he\u2019ll smile back at you.<\/p>\n

I\u2019ve created the dialogue simulation below with iSpring Suite<\/a>.<\/p>\n

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\"\"<\/a><\/div>\n<\/div>\n

This simulation teaches bank employees to manage conversations, ask questions correctly, overcome objections, and invite clients to an office. Would you like to create a similar simulation? Here is a step-by-step guide.<\/p>\n

Step 1. Decide Whether You Need a Dialogue Simulation at All<\/h2>\n

Why do you want to create a dialogue simulation? \u201cJust for a change\u201d is a bad answer.<\/p>\n

The goal of a simulation is to teach employees to speak clearly and to the point, and to practice in a safe environment, so that in a real situation they can act confidently and make no mistakes.<\/p>\n

If the purpose of the course is just to inform about regulations, familiarize with a new job, or motivate to work, a dialogue simulation is excessive. It\u2019s enough to add a character with speech bubbles to the course.<\/p><\/blockquote>\n

But if you need to teach a new salesperson to present the product efficiently, an interactive simulation will help to achieve this goal.<\/p>\n

Step 2. Think Over the Structure and Script<\/h2>\n

Before you start filling slides with characters and writing lines, go into the structure. The most convenient way to do that is to create a mind map. Plan how to start a conversation, how to develop and finish it, and where to give feedback.<\/p>\n

Personally, I prefer creating mind maps with XMind<\/a>.<\/p>\n

\"Stucture<\/p>\n
\n

Mind map for the course on telephone negotiations<\/p>\n<\/div>\n<\/div>\n

To make the training vivid, take a real case from your business as a starting point. This can be, for instance, sales algorithms or complaint handling. Real examples will inspire higher engagement in the learning and increase its value. Prepare a detailed conversation script with correct and incorrect phrases beforehand. This can be done in any text editor.<\/p>\n

Also, think of the branching: create two, three, or four scenarios depending on the user\u2019s actions. For example, if the seller incorrectly responds to an objection, the client replies with a new objection; but if the seller does everything right, he\u2019ll make a deal.<\/p>\n

When I begin to write a dialogue, I create the ins and outs of the ideal branch first, meaning how the ideal user would answer. Then I look where there can be other branches, where they lead, whether a user can return to the right path, and in what cases.<\/p>\n

N\/B:<\/strong> It\u2019s necessary to tell users about the aims and objectives before a dialogue simulation starts. This way they will understand what they need to pay attention to, and what result is expected from them.<\/p>\n

Also, describe the character learners will have to \u201ccommunicate\u201d with, and define his or her personality and the setting. This will help learners understand the subject matter faster.<\/p>\n

\"\"<\/p>\n
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My script for the simulation in the course on telephone negotiations (download sample<\/a>)<\/p>\n<\/div>\n<\/div>\n

Step 3. Select a Dialogue Simulation Type<\/h2>\n

Most likely, you\u2019ll have a large script after completing the second step. Now you\u2019re thinking: \u201cHow do I fit it into the course?\u201d Now, it\u2019s time to decide on the format of the simulation.<\/p>\n

There are two types of dialogue simulations:<\/strong><\/p>\n

    \n
  1. Simple simulations<\/strong> help to test or practice one skill, for instance, an algorithm for overcoming objections. You can add such an exercise after the theoretical content to improve memorization.<\/li>\n
  2. Complex simulations<\/strong> train several skills at once. For example, a course on negotiations with clients can include one extensive simulation where learners practice different techniques: establishing contact, identifying needs, presenting the product, overcoming objections, and closing the deal.<\/li>\n<\/ol>\n

    Keep in mind the goals and objectives of the course when choosing the type of simulation. Do you really need a 3D simulator, or is a small dialogue enough? Can the rest of the information be presented with texts, videos, and interactive diagrams?<\/p>\n

    Step 4. Create a Dialogue<\/h2>\n

    To make a dialogue simulation, you can use the simulation tool in iSpring Suite<\/a>. With it, you can design branching, choose a background and a character for each scene, add voice overs, award points for correct answers, and deduct points for wrong ones.<\/p>\n

    One course can contain any number of dialogues, but even the shortest dialogue consists of four parts.<\/p>\n

    Learn more How to Create Conversation Simulations with iSpring<\/a><\/p>\n

    Introduction<\/h2>\n

    People aren\u2019t going to spend their time on something that doesn\u2019t help them work faster and better. That\u2019s why I articulate the value at the very beginning: what topic will be discussed and what can be learned.<\/p>\n\"\"\n

    Add a start button. It\u2019s important for learners to start the dialogue on their own, when they\u2019ve read all the information and are ready to begin training.<\/p>\n

    N\/B:<\/strong> Keep in mind that in a dialogue with a customer, the first phrase usually belongs to the seller. He is the initiator of the dialogue.<\/p>\n

    The Character\u2019s Lines<\/h2>\n

    The characters of your dialogue are not just .png files, not cardboard cutouts, and not training specimens. They are people. They shouldn\u2019t always be happy, speak politely, and have perfect grammar. Their speech should reflect their opinions, emotional states, prejudices, fears, and desires.<\/p>\n

    The main challenge in writing the dialogue is to make it sound natural. Don\u2019t use words or phrases that you wouldn\u2019t use in real conversation. That\u2019s why it\u2019s a good idea to read your text aloud before copying and pasting it into the course. Does it sound difficult? Rewrite it. And don\u2019t be afraid to streamline the text, as in real life, people don\u2019t always say everything they think.<\/p>\n

    \"\"<\/p>\n
    \n

    The character\u2019s speech sounds awful<\/p>\n<\/div>\n<\/div>\n

    \"\"<\/p>\n
    \n

    Natural human speech<\/p>\n<\/div>\n<\/div>\n

    To make it more true to life, use real photos of your employees, record short videos with real people, or voice the text.<\/p>\n

    The Learner\u2019s Lines<\/h2>\n

    The choice of an answer is a key element of a simulation, as it defines further development of its plot and ending. Consider these four rules when creating answer choices:<\/p>\n

      \n
    1. The optimal number of choices is three: one is correct (the key), and the rest are false (distractors).<\/li>\n
    2. The answers shouldn\u2019t differ from each other too much in length, detail, and reasoning. The correct answer shouldn\u2019t be obvious.<\/li>\n
    3. A complicated key with simple distractors is a bad match. Learners will guess it at once, as people tend to choose smart-looking answers.<\/li>\n
    4. Avoid too informal or humorous phrases. Distractors should look plausible.<\/li>\n<\/ol>\n
      \"\"<\/p>\n
      \n

      It\u2019s too obvious that the first answer is false<\/p>\n<\/div>\n<\/div>\n

      Feedback<\/h2>\n

      Without feedback, a dialogue simulation is just a fun interactive game. Add feedback and you\u2019ll get a serious training tool.<\/p>\n

      In short simulations, hints and tips can be given right after the answer to each question. Learners will read the explanations and correct the mistake right on the spot. This option is great for learning at a beginner level.<\/p>\n

      \"\"<\/p>\n
      \n

      This simulation was made for beginners; that\u2019s why there\u2019s an explanation after each incorrect answer<\/p>\n<\/div>\n<\/div>\n

      To let learners know if they\u2019re on the right track, add an emotion meter to the simulation. In this case, the character gets angry each time the learner makes a mistake.<\/p>\n

      \"\"<\/p>\n
      \n

      The emotion meter shows that the character is happy, that means the learner has chosen the right answer.<\/p>\n<\/div>\n<\/div>\n

      After the exercise, give learners detailed feedback on the entire dialogue: how to speak correctly and what phrases are better not to use. This will help them retain knowledge and avoid similar mistakes in the future.<\/p>\n

      \"\"<\/div>\n

      On the last slide of the dialogue, you can also give some recommendations on how to improve the results or forward learners to a page with useful information.<\/p>\n

      Gamification<\/h2>\n

      Gamification in eLearning is using gaming principles to achieve specific learning goals. In other words, gamification turns boring tasks into interesting ones, unwanted into desired, and complex into simple.<\/p>\n

      There are a number of ways to gamify a dialogue simulation: points awarded for right answers, various characters, locations, and branched scenarios. All of those help to engage users in learning.<\/p>\n

      \"\"<\/p>\n
      \n

      There are four clients, four scenes, and four locations in this dialogue simulation<\/p>\n<\/div>\n<\/div>\n

      Learn more Tips for Getting the Most out of Scenario-Based Training Simulations<\/a><\/p>\n

      Step 5. Test the Dialogue Simulation<\/h2>\n

      Before assigning your brand-new dialogue simulation to all the employees in the company, perform a pre-flight check. The quality assessment group may include a stakeholder and representatives of the target audience. Carefully select the people who will revise the simulation.<\/p>\n

      If you\u2019re testing an e-course on the basics of business negotiations, then don\u2019t include experienced employees in the assessment group. Let beginners test it, otherwise the judgement will be biased. For the pros the exercise will be too easy, while beginners may stumble many times.<\/p><\/blockquote>\n

      The assessment group will help you estimate the quality of the material, eliminate errors, and make the content as useful to learners as possible.<\/p>\n

      About the Author<\/h3>\n
      \"person_square\"<\/p>\n
      \n

      Eva Posukhova, Project Manager at Skyeng<\/p>\n<\/div>\n<\/div>\n

      Eva Posukhova is a Project Manager at Skyeng, eLearning developer and expert, passionate about instructional and learning experience design.<\/p>\n

      eLearning Blogger | Instructional Designer | Speaker | Learning Experience Designer<\/p>\n

      <\/div>\n
      <\/div>\n
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      A dialogue simulation is an interactive exercise that actually imitates a real conversation with a person: a customer, a staff… Read More<\/a><\/p>\n","protected":false},"author":57,"featured_media":28190,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_seopress_robots_primary_cat":"none","_seopress_titles_title":"How to create a Dialogue Simulation for eLearning course","_seopress_titles_desc":"Learn how to improve your employees\u2019 communication skills with Dialogue Simulations and how to create effective simulations for eLearning.","_seopress_robots_index":"","footnotes":""},"categories":[217],"tags":[299],"class_list":["post-15544","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-id","tag-course-creation"],"acf":[],"views":20903,"_links":{"self":[{"href":"https:\/\/www.ispringsolutions.com\/blog\/wp-json\/wp\/v2\/posts\/15544","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.ispringsolutions.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.ispringsolutions.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.ispringsolutions.com\/blog\/wp-json\/wp\/v2\/users\/57"}],"replies":[{"embeddable":true,"href":"https:\/\/www.ispringsolutions.com\/blog\/wp-json\/wp\/v2\/comments?post=15544"}],"version-history":[{"count":50,"href":"https:\/\/www.ispringsolutions.com\/blog\/wp-json\/wp\/v2\/posts\/15544\/revisions"}],"predecessor-version":[{"id":86916,"href":"https:\/\/www.ispringsolutions.com\/blog\/wp-json\/wp\/v2\/posts\/15544\/revisions\/86916"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.ispringsolutions.com\/blog\/wp-json\/wp\/v2\/media\/28190"}],"wp:attachment":[{"href":"https:\/\/www.ispringsolutions.com\/blog\/wp-json\/wp\/v2\/media?parent=15544"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.ispringsolutions.com\/blog\/wp-json\/wp\/v2\/categories?post=15544"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.ispringsolutions.com\/blog\/wp-json\/wp\/v2\/tags?post=15544"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}