By Scott Kramer
M.A., Senior Instructional Designer
Learning professionals continually face the substantial challenge of coming up with compelling stories on which to base scenarios, case studies, or simulations. It can be difficult not to use the same generic ideas, especially when you are writing on a topic on which, if we are honest with ourselves, we know we are not experts. When faced with this task, the best way to develop powerful stories that will help learners practice new skills and knowledge is by setting up well-planned interviews with subject matter experts (SMEs) closest to the action.
Why, you ask? Well-planned interviews are valuable because the best stories are rooted in authenticity and truth. To show authenticity in a simulation, scenario, or case study, it is important to discover and include specific and unique details that distinguish the setting, characters, and action. These details make the situation feel as accurate as possible, enhancing the learning experience.
The Questions
Like many learning professionals, I have often worked on topics where I was not an expert. I could not develop these scenarios and flesh out these stories myself.
I realized that one key to success is developing a list of open questions specific enough to elicit the necessary insights from the SMEs I would interview. Their unique perspectives and experiences would be crucial in fleshing out the stories and developing the scenarios that would give trainings the authenticity that would best connect to learners.
When formulating questions, it is essential to strike a balance. They need to be open-ended enough to stimulate the SME’s memory and imagination yet detailed enough to help you demonstrate your understanding of their world. Additionally, the questions must tap into problems, dilemmas, issues, and disagreements, as these conflicts are essential for your learners to practice their new knowledge and skills.
Let’s look at some possible questions for your SME interviews. First, some general scenario discovery questions:
- Can you walk me through a day in your life during a critical project?
- Can you describe a specific challenge you faced in your role and how you overcame it?
- What was the most surprising outcome of a project you worked on recently?
- How did you collaborate with other teams or departments on this project? What were some obstacles that came up?
- Can you share an example of a time when something didn’t go as planned? What did you learn from it?
- What was the most critical decision you had to make during a project, and how did you arrive at it?
These open-ended questions get SMEs thinking about past experiences and recounting their challenges and conflicts. Ask follow-up questions to gather enough details to ensure the scenarios you create are authentic and believable. These may include:
- Can you describe the personality and behavior of the key people involved?
- How did the people involved react emotionally to the events that unfolded?
- Were there any conflicts or disagreements among the individuals? How were they resolved?
- Can you describe the physical environment where this event took place?
- How did the environment influence the actions or decisions of the people involved?
- Were there any specific sensory details you remember (sounds, smells, lighting)?
- How did the individuals involved communicate with each other during the event?
- Can you walk me through the sequence of actions that took place, step by step?
- Were there any unexpected events or actions that changed what happened?
- How did the actions align or conflict with the initial plan or expectations?
Keep in mind that whether you use the questions above or develop your own, they should always be designed to elicit specific, concrete, powerful details that will inform your training designs.
The Interview
Though interviewing an SME can feel like a high-pressure situation, it will go best if it unfolds like a comfortable yet controlled conversation. To set yourself up for success:
- Submit the questions for consideration before the session with enough time for the SME to be well prepared.
- Begin the interview with some icebreaker conversation to develop rapport with the SME.
- Ensure the process and number of questions are explained beforehand to all interviewees.
A successful interview requires meticulous notes or, better yet, a recording. For some organizations, recording is not allowed, so assigning more than one notetaker, aside from the person performing the interview, is recommended. While the SME shares their experiences performing their roles, notetakers should record any specific details along with the broader story details like conflict, characters, setting, and resolution.
The Follow-Up
Though initially all your focus may be on getting the interview itself, there is still a great deal to be accomplished after the interview is over. Here are some important steps to keep in mind:
- As you draft your training materials, design document, storyboard, or script, plan at least two rounds of reviews with the SMEs to help you fine-tune the narrative details.
- Whether you are building simulations, case studies, or scenario-driven verbalization activities, having additional feedback from the people who live these experiences every day is the best way to guarantee the authenticity and emotional impact of the learning experience.
- Be sure to use track changes and comments as you gather feedback, and don’t hesitate to meet for short virtual meetings to ensure you get the details and tone right.
The Goal
It is always great to hear a table full of reps laughing together as they work through the activity as a team. Because the actions and behaviors of the people in the scenarios are so familiar, the learners are engaged and having fun while learning.
You will know that you have succeeded when you witness your learners’ emotional reactions to the training you have designed by incorporating the details gathered from your interviews. These powerful learning experiences may include:
- Simulated experiences with distinctive details that are realistic, so learners laugh, get bothered, or are relieved by the actions or events described
- Detailed case studies that vividly describe what is at stake for the client and how your solution brought a satisfactory resolution
- Scenarios that are not generic but feel honest and specific to their day-to-day work experience
So, as you tackle your next project, take time to effectively interview SMEs to uncover their real-life experiences and unique narrative details. You will be amazed at the high level of participant engagement and the effectiveness of the learning experience that results.
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With a Master of Arts in Creative Writing and more than 20 years of experience in education and training, Scott Kramer brings creativity and a commitment to experiential learning to Encompass’s Instructional Design Team. He designs and develops workshops, eLearning modules, training videos, and performance aids that emphasize leadership development and sales performance and are rooted in the authentic stories of our clients. As a former technology journalist and creative writing professor, Scott brings expertise in the creative process that informs his unique approach to learning solutions.
