Best Practices - Game Master group training method: Key Touch Points

Introduction

This is designed to be a guide on the best practices for group training, particularly for Game Master Excellence and ensuring Game Masters are hitting every ‘Key Touch Point’ of the customer journey while customers are at a venue. 

Group Training Video

See the below video for a general guide on the Group Training Method and how Game Masters can learn how to consistently hit each touch point along the customer journey.

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On this page:

  Important Information: Training Protocols

  Overview

  The Roles

  The Stations

  Adapting and Altering the training method

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Important Information: Training Protocols

This training method is designed for a group setting but can be adapted for smaller groups or even individual Game Master Training. 

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Overview

The training group is best split into teams of three, and the key stages of the customer journey are split into as many individual stations as required. Each person on a team will take on a specific role, with one mock presenting aspects of the customer journey for the other two. Groups will rotate through roles and stations until everyone has had at least one chance to play each role at each station. 

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The Roles 

Each team will have three people, each taking on a unique role in the group. 

• The Game Master
  • The Game Master’s role is to present the key touch points for the station in as much detail as possible. 

• The Manager/Trainer
  • The Manager/Trainer will listen to the Game Master, and once they have concluded their presentation, will give feedback to the Game Master on how well they presented the key touch points, any that were missed or glossed over, and what worked or could be improved from their presentation.

• The Customer
  • The Customer will also listen to the Game Master, and once they have concluded their presentation, will give feedback to the Game Master on what was clear/unclear, and what worked or could be improved from their presentation.

Teams will rotate through the Roles until everyone is comfortable performing each role at each Station. Teams will then rotate between stations, until everyone has performed every role at every station at least once. Repeat this process until everyone is confident at presenting each role at each station.

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The Stations

The Stations divide the 9 stages of the Customer Journey (see Best Practices - Game Master Excellence: Key Touch Points in the Customer Journey - Zendesk) into discrete, manageable sections. 

1. Arrival at the Venue
2. Signing in  
3. Pre-briefing
4. Briefing
5. Suit Up
6. In game
7. Desuit
8. Debrief
9. Departure/(cross-sell)

Stations are best divided so they take similar amounts of time and contain similar amounts of detail. Arrival, sign in, and pre-briefing can all be combined, as can the Briefing and suit up steps. It will be up to you depending on the number of staff members and their current level of training and expertise how many stations you will need to set up and rotate between.

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Adapting and Altering the training method

This training can be adapted even for fully trained staff, to upskill and help share techniques and strategies that have been learned over time. In this case, you could divide or combine the Stations even more, depending on what skills you are aiming to train and develop in your staff.

It can also be adapted for smaller groups, and 1 on 1 training for new staff members. In that case, the person performing the Game Master role presents to another person who acts as both the Customer and Manager/Trainer role, providing the feedback for both directly to the Game Master after their presentation

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ArticleKeywords/Phrases:
Best Practices 
Training
Venue Operations
Gamemaster