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Targeted ongoing training

Keep difficult and infrequent skills ready to use

Assign practice around the situations a person needs to improve, including tasks they rarely encounter. Combine feedback from practice with a trainer’s judgement about the next development step.

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Illustrative product view · Fictional training scenario

What changed

When this becomes a priority

  • Rare situations are easy to forget

    A task that appears only occasionally can be difficult even for an experienced colleague. Rehearse the policy and the decision before the next real case arrives.

  • Experienced teams do not need generic onboarding

    Build exercises around exceptions, new responsibilities or specific skills. Respect existing expertise rather than assigning a generic introductory course.

  • Coaching needs a practical follow-up

    Turn a coaching discussion into an action the person can practise. Review the next attempt together and decide whether more support is needed.

The scenario

Rehearse an infrequent account exception

  • Who

    Experienced operations associate

  • Where

    Illustrative scenario: The usual process does not cover my situation. Can you make an exception?

  • In which tools

    Practise in a simulated exception workflow, using fictional records rather than a live customer account.

Illustrative practice conversation
  • Customer

    The usual process does not cover my situation. Can you make an exception?

  • YouStep 2, Passed

    This request falls outside the standard process and needs supervisor approval. I can send it for review, but I cannot approve the exception here.

Exception workflow
RequestStep 1, Passed
Reviewed: outside standard process
Approval
Supervisor review required
Handoff noteStep 3, Missed
Not recorded

Illustrative practice attempt · 2 of 3 steps passed

  1. Recognize the exception

    Decide

    Identify that the request falls outside the standard process.

    Passed

  2. Explain the approval route

    Say

    Explain who needs to review the exception before it can be approved.

    Passed

  3. Record the handoff

    Do

    Save the request and reason for review. The learner left the note blank.

    Missed

How it's scored

Assess the work, not just the answer

Set criteria for this role and scenario. Use the feedback to guide another attempt or a conversation with a trainer.

  • Communication

    Explain the approval route

  • System actions

    Recognise when the normal process does not apply

  • Judgement

    Record enough context for the next colleague

Common questions