Scenario-Based Learning for Real-World Performance Improvement PAUL RUMSEY, VP, GLOBAL LEARNING & DEVELOPMENT

ChallengeS facing the business Providing training that improves problem analysis and solutioning Real-world scenarios vs. academic training Consistency Connection between decisions and results 2

OUR learning purpose and approach Strategic move from training compliance to business impact Empowered talent who positively impact the Guest experience and business metrics Decision makers Leaders of the Guest experience Driving a consistent Fridays experience Ability to retry if incorrect the first time Accurate choice before completing course Validation of successful behaviors Track completion vs. exhibit performance Tie training completion to business results 3

Scenario-based learning DESIGN Real-world situation storyboards Customized for Fridays through collaborative partnership Customized for known performance gaps Plausible options Decision tree maps Common improper decisions affecting business results Best practice solutions Guest’s perspective 4

Effective delivery strategy Blended learning Introductory webinar Online courses with video decision trees In-person workshops: discussion and role playing White papers with content, discussion and action items Post-training follow-up White papers for Manager meetings Business impact dashboard International customization White papers In-person training 5

EXCITING Business Impact Improved Guest satisfaction Net Promoter Score Reduced Guest complaints about service and Managers 6

Best practices Use an effective and efficient video repository Partner with Operations when writing scenarios Hire actors to add professional quality to videos Use plausible distractors for your decision points Limit the decision tree to 3 – 4 levels Provide feedback along the way and/or at the end 7

What’s next Gamification with scenarios Enhanced tracking of topics with highest incorrect answers Creation of other topics ideal for scenario-based learning 8