NHS Wales's challenge
NHS Wales, the Welsh National Health Service, wanted to develop non-technical skills across its workforce, starting with communication and conflict resolution. But classroom training was complicated: it requires everyone to be available in the same place at a specific time.
Going online wasn't easy either. It was hard to find solutions that matched the quality and usefulness of classroom training, and typical e-learning courses had low engagement and high dropout rates. Something different was needed.
- Avoid the logistics of classroom training: same place, same dates.
- Find online training with the quality and usefulness of the classroom.
- Tackle the low engagement and high dropout of traditional e-learning.
The solution
NHS Wales broke new ground as the first UK public administration to bring simulators and video games into its training strategy. It chose Merchants, the Game Strategies negotiation simulator, and built it into its professional skills development program. The pioneers: 30 participants from the staff area.
The simulator presents 6 real negotiation cases in which each participant puts their communication skills, conflict resolution abilities and initiative to the test to reach successful agreements, while getting feedback on areas to improve. The program covers skills ranging from self-confidence and self-control to negotiation and decision-making. And because it's e-learning, everyone set their own pace and chose when to train, while gamification kept motivation high.
The games they played
In their own words
Video games are an excellent learning tool. I totally recommend it to anyone interested in developing their negotiation skills.
The results
The results exceeded all initial expectations: 86% of the 30 participants completed the course, 100% recommend it and 93% say they have applied what they learned in their jobs.
The key is experiential learning. Practicing in situations close to real life, with feedback, builds confidence, which is why the skills made it into the workplace from day one. With this program, NHS Wales became one of the first public agencies in the UK to validate the effectiveness of a serious game.
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