# Facilitator Activity Builder

A one-page plan for any classroom activity. Copy this file for each new activity,
fill in the blanks, and you've got a ready-to-run plan. Sample content shown in
*italics* — replace it with your own.

---

## Activity title
*Handling the Frustrated Customer — Roleplay Rounds*

## Objective
> By the end, learners can **[observable action]**.

*Learners can acknowledge a customer's frustration and confirm details before explaining a delay.*

## Time needed
*25 minutes* — Setup 5 · Activity 15 · Debrief 5

## Materials
- *Scenario cards (3 difficulty levels)*
- *Random Learner Picker (wheel-of-names.html) for assigning roles*
- *Whiteboard or shared doc for the debrief*

## Setup steps
1. *Pair learners or form groups of three (agent, customer, observer).*
2. *Hand each group one scenario card.*
3. *Set the rule: acknowledge first, confirm details, then explain.*

## Learner instructions
> *"In your group, run the scenario once. The observer notes one thing that
> worked and one thing to improve. Then swap roles and run a harder card."*

## Facilitator notes
- *Listen for whether agents acknowledge emotion before facts.*
- *If a group rushes to policy, pause them and ask, "Did the customer feel heard yet?"*
- *Keep rounds short and energetic; don't let one group monopolize.*

## Debrief questions
1. *What made the difference between a call that calmed down and one that escalated?*
2. *Which step is easiest to skip under pressure?*
3. *What will you do differently on your next real call?*

## Follow-up action
- *Note who's ready and who needs another round in the Training Operations Tracker.*
- *Schedule a live-call check for anyone marked "Almost Ready."*

---

*Original sample template. Duplicate this file per activity.*