Imagine if a new employee said to you: “I intend to be an important person at this company, and the only way that’s going to happen is if the higher-ups see all the good work I’m doing. So, could we talk about exploring a promotion and more high-visibility projects?”

How would you respond?

Or, what if this question was instead asked to a front-line line manager early in their career at your company? Would they be ready to step into this coaching and feedback conversation?

This scenario evokes emotion and theoretical thought about what a manager would say. Presenting a scenario and inviting reflection is a common approach to teaching feedback and coaching and is often coupled with feedback frameworks and coaching models. When leaders need support to expand their communication knowledge and mentally prepare for conversations, this is effective. Yet, in the heat of the moment of a real conversation, when face to face with an employee with a racing heartbeat or a lump in the throat, emotions can cloud judgment, and hearing an unexpected response can derail even the best intentions.

Practicing theoretical scenarios in advance is impactful preparation, but it can fall short of preparing a leader for a real situation. Simulations can help fill the gap by offering more real-life practice for developing coaching and feedback skills, and artificial intelligence (AI) can greatly enhance the learning experience.

A simulation offers an environment that mimics the real world. It could be used for nearly any topic.

Research has demonstrated a number of positive effects of simulation use. A systematic literature review of 57 empirical research papers written between 2015 and 2022 on business simulation games found that simulations:

• Positively impact learners’ cognitive skills, such as critical thinking, problem-solving, and decision-making.
• Can increase self-awareness and confidence when computer based.
• Better the learner’s understanding of theoretical concepts taught in a larger course or program when simulations are directly linked.

A simulation is an especially effective tool for developing feedback and coaching skills because it provides an environment for leaders to practice crucial conversations while impacting cognitive skills, increasing self-awareness, and deepening understanding of leadership concepts before real mistakes can happen with real people.

A basic form of simulation for conversational skills is a role-play between two learners where they mimic a real conversation based on a prompt. In this case, the learners themselves simulate a conversational environment. A benefit of this approach is the ease with which it can be brought to life for any learning leader. However, its effectiveness is dependent upon the engagement of the partner in the exercise to provide a conducive learning environment for their peers.

There are various types of simulations beyond role-play exercises, and they can often feel game-like. Research shows that simulations that are team-based and competition-based have multiple elements, particularly social interaction and discussion, that boost learning and retention over other types of simulations.

Simulations can also be technology enabled, thereby increasing opportunities for them to feel real to the learner, or they can be team or competition based, making the learning more engaging and fun. Let’s take our overly eager employee above as an example. Imagine if, rather than theoretically thinking about how to respond or role-playing with a colleague, leaders practiced with more depth. What if there was a video interaction with this fictional employee or if there were scripted options to choose from to help guide the conversation. The tech-based responses are better than what a colleague might provide, as learners can sometimes be hesitant to role-play a character or may be overly nice or supportive in the conversation rather than mimic the true difficult nature of a conversation. Plus, tracking or capturing responses via technology allows the opportunity for competition or team-based support.

Now imagine if AI was coupled with a tech-based simulation experience. AI can be used to simulate one part of the conversation, acting like a real human, responding to a manager’s responses in real-time and evoking emotions. This provides dynamic depth over a static video response or a static scripted response. There is also the possibility of using AI to easily offer leaders multiple conversations, practicing different coaching approaches or feedback models each time. Based on the responses the manager receives in each conversation, they can refine their approach until they are comfortable with both their own approach and the variety of ways the employee may respond.

Research on the addition and benefits of AI for enhancing simulation and learning is rapidly evolving. Yet it’s easy to point out the inherent benefits of its natural design. For instance, AI can be programmed. It can be taught specific feedback frameworks, coaching models, personas, and specific phrases so that its content is relevant to the concepts that are taught in your specific program. Additionally, when AI is used to simulate one part of a conversation while another live person is interacting with it, there is space for natural pauses and time to think, giving learners the opportunity to truly converse in real time but with additional microseconds of thought before responding, enhancing the practice quality.

While AI is capturing our attention in the L&D industry and technology is able to offer more and more options to create very effective simulations, it’s important not to lose sight of the L&D perspective that must guide the design of how technology, specifically AI, is used. Plus, the instructor or facilitator plays a critical role in the delivery of the simulation experience.

Simulations are more than just games or a flashy way to utilize technology. The live instructor is there to set the context and answer questions to boost engagement and confidence with the simulation experience. Most importantly, the facilitator is meant to lead the discussion for learners to connect the gameplay with relevant real-world scenarios and real people. In essence, the instructor co-facilitates with the simulation, using outcomes and experiences in the simulation to elevate key learnings and enrich the conversation for the participants.

By harnessing the potential of simulations and AI, alongside tried and true adult learning principles and guidance from research, we can revolutionize coaching and feedback training, preparing leaders to excel in their roles and drive organizational success. In doing so, when an employee asks, “Could we talk about exploring a promotion and more high-visibility projects?,” your leaders will be ready.