What Is Scenario-Based Learning? Decision-Making Skills in a Pinch

Interactive, scenario-based learning builds employee confidence

One of my first jobs as a teenager was as a server in the dining hall of an elderly memory care center. My worst day on the job? I picked up a breakfast shift, unaware that I’d be working alone—a complete change from the lunch and dinner routines I was used to.

Needless to say, it was a disaster. My onboarding was strictly on-the-job, meaning if I hadn’t experienced it already, I had no idea what I was doing. I panicked, the residents tried to help, but nobody got what they wanted.

It’s situations like this that could have been avoided with scenario-based learning—a type of interactive e-learning that gives learners the chance to practice realistic scenarios in a low-risk virtual environment. Maybe then I would have known who to call or, at the very least, I may have been able to orchestrate the disaster with a confident smile on my face instead of a stubborn frown.

Modern instructional design and workplace training depends on scenario-based learning to bolster employee decision-making skills, teach adaptability in the face of common challenges, and give learners valuable feedback on their choices before facing the permanence of reality.

In this post, discover what scenario-based learning is, how it enhances training through real-world situations, effective examples, and how to apply its benefits effectively in your e-learning strategy.

Key characteristics of scenario-based learning

While scenario based learning can look different based on industry, training type, and role, a few distinct characteristics stand out as essential to its effectiveness.

Real-world contexts

By placing learners in authentic, real-world contexts without real risk, scenario-based learning makes training relevant and practical. It enables learners to engage in real-world challenges, practice making quick decisions, and adjust their behavior based on instant feedback. This could be a virtual warehouse floor for workplace safety training or simulated phone calls for customer call centers.

Active problem solving

Rather than passively learning, scenario-based learning engages employees in active learning. They make virtual decisions in real-time, and face virtual consequences just as quickly. This helps foster advanced critical thinking and problem-solving skills, helping learners understand the impact of their decisions in a safe, virtual environment.

Learner-centered design

Scenario based learning focuses on role-based situations, motivating learners to engage more so than passive, one-size-fits-all training. This puts the learner in the driver’s seat, allowing them to gain effective real-world experience that’s immediately applicable to their daily workflow. Learners gain confidence in their ability to navigate difficult situations without real-world risks, putting them in a better position to work confidently.

Benefits of scenario-based learning

Improves knowledge retention

Too often, employees see workplace training as irrelevant, presenting canned information that may or may not relate to their daily workflow. Employees that train through realistic, relevant scenarios retain knowledge longer—with retention rates up to 35 percent higher compared to traditional learning methods. With universal training obstacles like the forgetting curve in the way, scenario-based learning can boost long-term training effectiveness.

Boosts engagement and motivation

Scenario-based learning is often role-based, using real situations—both common and difficult—to boost learner engagement. They can make mistakes, receive feedback, and try again until they get it right. This acts as a sort of safety net that builds learner confidence, motivating them to apply their newfound knowledge on the job.

Enhances decision-making skills

With plenty of possible risks involved in daily workplace operations, an employee’s decision-making skills under pressure can be an organization’s best defense. Scenario-based learning puts employees in realistic, high-pressure situations and allows them the time and space to practice making good decisions. The more these decisions mirror real workplace situations, the better.

Scenario-based learning vs. traditional learning

Traditional workplace training methods are often passive in nature, relying on lecture-based learning where the employee is expected to simply absorb information. This can quickly lead to information overload, reducing chances of knowledge retention and increasing the likelihood of workplace errors.

Scenario-based learning, on the other hand, is considered an active learning method, one in which the learner is placed in highly realistic situations and is forced to make decisions. This enhanced interactivity places a higher value on training that’s immediately applicable to the job. While the consequences they face in scenario-based learning aren’t real, they’re more likely to face actual workplace situations confidently.

Scenario-based learning in e-learning

How it works in digital platforms

Any e-learning module that presents a real-world situation, asks learners to make a choice, and then provides immediate feedback can be considered scenario-based learning. This can be presented in text form, alongside short videos, or even in immersive VR environments.

Situations can be basic—wherein learners perform straightforward information recall—or involve complex branching scenarios where learners are taken through a detailed narrative, like a choose-your-own-adventure book.

A basic example might be a microlearning course presenting a single workplace safety situation with one decision for the learner to make. It could start with a 30-second video of a colleague rushing through an equipment check, and then turning to the camera and asking if you want to take an early lunch. The learner is then presented with three options to choose from:

• accept the early lunch offer and ignore the rushed safety check
• offer to help your coworker complete the safety check and then go to lunch with plenty of time to spare
• scream at your coworker for doing a terrible job, and tell your supervisor they’re trying to get everyone killed!

The benefit of offering three options communicates the nuance of how best to respond, considering not only what is right vs. what is wrong but also how to navigate these situations diplomatically. The first option is flat out wrong, the second is most diplomatic, and the third, while “correct,” certainly isn’t the best way to communicate in a mature workplace environment.

A complex example—sticking with workplace safety as the topic—could bring the learner through several different situations, each with a unique set of characters, challenges, environments, and options. It could follow a chronological workday and present situations common to the employee’s role, preparing them for everything they might encounter.

Tools and authoring software

The best course authoring tools for creating scenario-based e-learning modules allow for complex branching scenarios, interactive storytelling, and immersive simulations. On top of that, responsive design that ensures content is accessible for all learners and on all devices is a major plus.

The Articulate 360 platform includes two course authoring tools, Storyline and Rise. Storyline works best for creating complex and dynamic interactive branching scenarios, while Rise helps create quick-hitting, responsive microlearning courses for simpler scenario-based learning. Both come fully equipped with an integrated AI assistant to help you generate content, work seamlessly with collaborators, and track learner progress.

Scenario-based learning examples

Scenario based learning can be applied to almost any workplace training subject, from basic compliance training to complex technical skills training. Read on for detailed examples.

Corporate compliance training

It’s difficult to express the importance of corporate compliance training to employees without showing them the consequences of non-compliance. Scenario-based learning allows this to happen without actual risks to the company, its employees, or its customers.

Let’s use data privacy as an overarching subject, and imagine your business development team is traveling to a potential client’s headquarters. Before they leave, you want them to take a reminder course on protecting personally identifiable information on their company devices like laptops and mobile phones.

A scenario-based learning module on this topic could look like:

1. An opening slide with eye-catching information on the potential cost of data breaches.
2. A reminder of basic safety policies regarding traveling with company devices, presented in the form of a click and reveal list.
3. Scenario #1: Your flights out to Boston are tomorrow morning. This afternoon, before leaving for work, you get a security update reminder. Your options are to:
   • Option A: Ignore the update reminder until you’re at the airport tomorrow morning.
   • Option B: Update now to ensure everything is up to date.
   • Option C: E-mail Craig in IT and ask if this is really necessary.
4. Choosing option A creates a whole new scenario where you’re trying to update the device while going through the airport security line, and amidst the hustle and bustle, you end up leaving one of your bags there, causing you to nearly miss your flight! Everything is seemingly okay, but the update fails as it tries to re-connect to the airport WiFi, and the person sitting behind you on the flight steals your CRM login information, putting your customers’ PII at risk.
5. Choosing option C creates a whole new scenario where you get in an unnecessary argument with Craig and end up starting the update anyway, but that means you’re at work for half an hour longer than you want to be.
6. And choosing option B cuts to a scene where the trip goes wonderfully, the client is impressed, and customer data is safe!

Subsequent scenarios could involve how to configure strong passwords, enabling automatic screen locking after inactivity, and disabling auto-connect to WiFi and Bluetooth to prevent unwanted, unsecured connections.

Customer service role-plays

Ideally, customer service call centers want to reduce ramp time for their CS agents without sacrificing a quality customer experience. This means preparing new reps for any customer interaction. Scenario-based learning modules, together with a powerful AI assistant that can turn any text into dynamic audio, can help reps navigate a range of common customer conversations.

Let’s use a customer call regarding product returns and exchanges as an example.

A scenario-based microlearning module on this topic could look like:

1. Learners are presented with an interactive image of a mobile phone. A customer is on the other end of the line.
2. The learner clicks “Accept Call” and audio plays of a frustrated customer relaying a long story about how they got sent the wrong item, tried returning it at the store, but couldn’t find what they wanted to exchange it with, and are reaching out to find a solution to their problem.
3. Learners are presented with three options:
   1. Option A: Respond impatiently, pointing out customer errors.
   2. Option B: Respond gently, repeating customer pain points, and walk the customer through preferred solutions.
   3. Option C: Tell the customer they’re being transferred to a manager, and drop the call instead of transferring.

Like the previous compliance example, the correct choice continues the scenario to a preferred solution, and the incorrect options start a new scenario where things get worse and worse. For example, picking option C would generate another call from the same customer, except this time they’re not just frustrated, they’re angry. Reps get immediate feedback on their choices, and learn how to properly communicate with frustrated customers.

Medical simulations

Immersive 360° images and full VR simulations take scenario-based learning to a whole new level. In healthcare, VR training programs allow medical students to practice complex surgeries in a controlled environment. Using headsets and controllers that provide tactile feedback, students can meet with, assess, diagnose, and treat simulated patients with anything from a fever to cardiac arrest.

Other use cases for VR simulations include:

• Pilots train in VR simulations that replicate stormy weather conditions and other mid-air emergencies
• Retail sales associates train in virtual environments that show product details in a live overlay and simulate customer emotions
• Heavy machine operators train in virtual environments to operate and repair equipment

Compared to reality itself, VR simulation training is the next best thing, providing immersive realism and safe practice of the most dangerous and difficult workplace situations.

Best practices for designing scenario-based learning

1. Start with learning objectives

Before beginning any effective e-learning initiative, it’s important to set learning objectives that align with organizational goals. Many instructional designers use the SMART goal method to help them come up with relevant goals for their learners. SMART stands for Specific, Measurable, Achievable, Relevant, and Time-Bound.

Here’s a few specific examples using what we’ve already discussed:

• By the end of Q2, retail associates will be able to identify three features of our top selling product.
• By the end of this soft skills training module, call center agents will be able to explain how to de-escalate customer conflict.
• By the end of [month], sales team members will be able to define two data privacy policies to follow prior to traveling with company devices.

Each goal likely has an associated organizational goal attached to it, like increasing sales in a particular sector, decreasing average handle time, or ensuring the safety and security of customer data.

2. Build realistic and relatable scenarios

Beginning with relevant and achievable learning objectives should set you up to create realistic and relatable scenarios. Use actual employee stories—without any personally identifiable information—to create real scenarios. Your learners will appreciate the relevance to their daily workflow, making them more engaged during the learning process and leading to higher knowledge retention.

3. Offer feedback and reflection opportunities

Scenario-based learning often involves immediate feedback to learner choices, but you don’t have to stop there. Allow learners the space to reflect on the scenarios they worked through. Ask follow-up questions on survey, like:

• What made it seem real?
• Are there other ways to respond and react than what was provided?
• Do you feel that this knowledge is readily applicable to daily workflow?
• What new skills are you taking away from this learning module?

Employees and learners are happy to help influence the learning process. Let them!

Final takeaways

Scenario-based learning methods offer immersive, realistic, and authentic learning experiences for your employees. Placing learners in real-world situations without the real-world risks enables them to build confidence in both their decision-making and problem-solving skills. Start with relevant, achievable learning objectives, build realistic scenarios, and always offer space for feedback and reflection to improve the process!

Ready to dive into the immersive world of scenario-based learning? Start your free trial of the Articulate 360 platform today, and discover how simple it is to build engaging, interactive real-world scenarios for your learners.