Pairs draw a customer-meeting scenario and a short customer profile, then act it out live: one person plays the customer, the other plays themselves meeting that customer for real. After a short scene they reflect on what worked, then swap roles so everyone practises both sides of the conversation.
Shadowing describes the practice of accompanying/observing someone for a defined period of time during their work and learning from this observation.
Case Clinic is a peer coaching process designed to identify innovative solutions and next steps for addressing a pressing and immediate leadership challenge. In a Case Clinic, a case giver presents a case, and peers or team members act as coaches, based on the principles of the U-process and process consultation.
