# Scenario-Based Learning Design Template

Use this template to design a branching scenario where learners make decisions,
see the consequences, and get coached toward the right call. Replace the sample
content with your own. The sample below models a customer-interaction decision.

---

## Learning objective

> By the end of this scenario, the learner can **[observable action]** when **[situation]**.

*Sample:* By the end, the learner can choose the correct first response when a customer
is frustrated about a delay.

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## Learner persona

- **Role:** [e.g., new contact-center agent]
- **Experience level:** [e.g., week 2, completed system training]
- **What they tend to get wrong:** [the common mistake this scenario targets]

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## Scenario setup

> [Set the scene in 2–3 sentences. Who is the learner, who are they dealing with,
> and what just happened?]

*Sample:* A customer calls in upset that their request is taking longer than expected.
They're polite but clearly frustrated. You have the account open in front of you.

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## Decision point 1

**Prompt:** What do you do first?

| Choice | Path |
|--------|------|
| A. Apologize and immediately explain the policy reason for the delay | Go to Feedback 1A |
| B. Acknowledge the frustration, then confirm the details before explaining | Go to Feedback 1B |
| C. Reassure them it's "no big deal" and move on quickly | Go to Feedback 1C |

**Feedback 1A** — *Partial.* The apology is good, but leading with policy can feel
defensive before the customer feels heard. → Continue to Decision Point 2.

**Feedback 1B** — *Best choice.* Acknowledging first builds trust, and confirming details
prevents solving the wrong problem. → Continue to Decision Point 2.

**Feedback 1C** — *Needs coaching.* Minimizing the issue tells the customer you're not
taking it seriously. → See Corrective coaching, then retry Decision Point 1.

---

## Decision point 2

**Prompt:** The customer asks when it will be resolved. You're not 100% sure. What do you say?

| Choice | Path |
|--------|------|
| A. Give a confident date to calm them down | Go to Feedback 2A |
| B. Give a realistic range and commit to a follow-up | Go to Feedback 2B |
| C. Say you "can't promise anything" | Go to Feedback 2C |

**Feedback 2A** — *Risky.* A made-up date you can't hit destroys trust later.
**Feedback 2B** — *Best choice.* Honest, specific, and gives the customer something to count on.
**Feedback 2C** — *Partial.* Honest, but leaves the customer with nothing — add a next step.

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## Feedback (general principles)

- Acknowledge the emotion before the facts.
- Confirm details before explaining or solving.
- Be honest about timelines; commit to a follow-up instead of guessing.

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## Corrective coaching

If the learner picks a weak path:
1. Name what happened ("minimizing the issue can sound dismissive").
2. Show the better move ("acknowledge first, then confirm details").
3. Send them back to retry the decision.

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## Debrief questions

1. Which choice felt most natural to you, and why?
2. What's the cost of guessing a resolution date you can't hit?
3. How would you handle this if the customer were angry, not just frustrated?

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## Captivate adaptation notes

- Each **decision point** = a slide with clickable choice buttons (or a drag-and-drop interaction).
- Each **feedback block** = a state or layer that appears after the choice.
- Use **branching/advanced actions** to route correct vs. incorrect paths.
- Track the final outcome with a completion/score variable for reporting.

## Articulate 360 adaptation notes

- **Storyline:** build each decision as a slide with trigger-based navigation; feedback layers
  show the response; use variables to gate the debrief.
- **Rise 360:** use a **Scenario block** for the full flow, or chain **Knowledge Check blocks**
  with custom feedback if you want a lighter build.
- Keep the same objective, choices, and corrective feedback you wrote above — the design
  carries over; only the authoring mechanics change.

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*Original sample template. Swap in your own objective, scenario, and choices.*