To achieve this, LCC turned to long-term learning partner QA to design and deliver a series of innovative Forum Theatre workshops. In the workshops, actors would perform scenarios to an audience of collection operatives, stopping the scene at certain points to engage staff members to recommend the next action. The actors would then improvise what might happen based on staff suggestions.
This approach offered staff the opportunity to contribute, in a non-threatening environment, to how different approaches would play out with the public and colleagues. As well as being an effective learning tool, the sessions were designed to be an enjoyable experience.
Initially, QA met with key stakeholders from LCC to understand their vision on a detailed level. They then met with the waste operations crews and supervisors to fully understand the daily challenges faced. This element proved crucial to get to know the crews and their day to day challenges, which in turn made the learning a credible experience.
Using this information, QA designed scenarios based on staff experiences and created scripts to be performed by two actors. The scenarios included:
- Access – This scenario focused on managing angry residents, successfully de-escalating conflict and how the impact of customer service (good or bad) can spread outwards.
- Side Waste – This scenario focused on engaging in constructive conversations, educating residents on best waste and recycling practice and how to influence styles by focusing on the benefits of recycling.
- Bin Placement – This scenario focused on how to deal with aggression, understanding aggressive body language and respect for diversity and disability.
Halfway through the delivery, certain scenarios were discussed by delegates in more detail and so the scenarios were reworked to reflect this real world experience. This also led to delegates creating their own bespoke case study through workshops with the facilitator and actors.