Customer Service
De-Escalation Skills
Seattle Conflict Resolution (SCR) specializes in training and speaking services focused on conflict resolution. Many of their clients operate in the hospitality industry, which frequently employs young, seasonal staff who may have limited experience handling customer conflicts.
Roles
Instructional design
Research & needs analysis Action mapping
Storyboarding
Visual design
Asset & graphic development, Video development & editing
AI voiceover
Scriptwriting
eLearning development
Project Management
Tools
Vyond
Articulate Storyline
Wellsaid Labs (Gen AI)
PlayHT Labs (Gen AI)
ChatGPT
MindMeister
iMovie
Google docs
Adobe Illustrator
Canva
Audience
Seasonal staff
for hospitality Industry
Project Overview
I designed this eLearning training in collaboration with Seattle Conflict Resolution (SCR) to provide a sustainable learning solution for their hospitality industry clients. The training focuses on developing emotional intelligence and de-escalation skills, equipping employees to handle customer interactions with confidence and professionalism.
The Problem & Solution
Managers and supervisors were noticing an increase in workplace conflicts and inability of seasonal staff to appropriately resolve customer conflicts. Many seasonal hospitality staff members enter their roles with limited experience in customer service, emotional intelligence, and de-escalation techniques. Without these essential skills, they struggle to effectively navigate and resolve conflicts in a public-facing environment.
Seattle Conflict Resolution (SCR) previously offered in-person training for new staff, but coordinating live sessions for hundreds of seasonal employees each year was unsustainable. They needed an asynchronous training solution that would allow employees to learn and practice these skills at their own pace.
To address this challenge, we developed a six-module eLearning course that provides foundational training in emotional intelligence and conflict resolution. To further enhance learning and application, I recommended:
Virtual Instructor-Led Training (VILT): A follow-up session to reinforce key concepts, answer questions, and engage employees in role-playing real-life customer service scenarios.
Management Training: Equipping leadership with the tools to better understand challenges, support employees, and foster a workplace culture that prioritizes effective conflict resolution.
The Process
Research & Analysis
My recommendations:
Stakeholder Consultation: Interview management and a sample group of learners to gain firsthand insights into their challenges and experiences.
Survey & Data Collection: A customized survey to gather key information about learners, management perspectives, job tasks, and real-life conflict scenarios.
Training Material Review: All prior training materials were collected and analyzed to identify gaps and opportunities for improvement.
Subject Matter Expert (SME) and Client Collaboration: Multiple synchronous meetings were held via Google Meet with the client and SME to review research findings and refine objectives.
Once the problem was clearly defined, the strategic goal established, and the learning objectives outlined, I used MindMeister to map out content and interactive activities. This collaborative outline served as the foundation for the text-based storyboard, ensuring alignment with learning goals and real-world application.
Inspired by cartoon and superhero comics, the course features bold colors, dynamic visuals, and engaging storytelling to make the learning experience more immersive. Comic book-style elements, such as speech bubbles, action panels, and illustrated characters, were incorporated to enhance engagement and reinforce key concepts in a fun, relatable way.
Visual Design & Theme
Text-based Storyboard & Script Design
With the style guide established, I drafted the text-based storyboard and script to structure the content before development in Articulate Storyline.
Storyboard includes:
Slide text: Clear and concise instructions, dialogue, and key takeaways
Video created using Vyond video and animation software
Audio Script: Conversational and engaging narration aligned with on-screen elements
Voiceover script created using AI Voiceover software
Visual Notes
Programming Notes
The comic book-inspired approach made learning fun, interactive, and visually engaging, ensuring that seasonal staff could easily connect with the material. Once the first draft was completed and reviewed by the SME and client, revisions were applied based on feedback before development began.
Interactive Prototype & Full Development
I began by developing a Module Prototype to allow stakeholders to experience a sample of the eLearning environment before moving into full development. This provided an opportunity to gather early feedback on the structure and feel of the eLearning experience.
Using an iterative development process, I worked closely with stakeholders through multiple review cycles. This approach ensured continuous alignment with project goals and allowed for timely refinements. To maintain clear communication and project momentum:
Weekly update emails were sent to client and SME; summarizing progress, key milestones, and next steps.
Bi-weekly Google Meet sessions were held to review completed modules, discuss feedback, and address any concerns.
Throughout development, we implemented interactive scenarios and skill-building activities that reflected real-life hospitality challenges. The comic book-inspired theme continued to enhance engagement, making learning both practical and visually compelling.
Each module was tested for technical functionality, user engagement, and accessibility before finalization, ensuring a polished and effective training experience.
MelanieLXD attracted my interest based on a portfolio that beautifully displayed scenario-based learning. As a conflict resolution trainer, interactive scenarios are a must. MelanieLXD delivered that and something much more important. Because I was converting years of teaching in person into a completely new medium, I struggled to level set. Ms. Adkison helped translate my learning goals into a product that gives learners opportunities to use the skills as they learn without patronizing quizzes. She continually thought of the learner's experience and how to create a cohesive, clear e-course.
- Kristine Scott, CEO Seattle Conflict Resolution
