Pub board game encourages staff learning curve

Staff working for Scottish and Newcastle Retail Pub Business have been
taking part in an innovative board game that helps them improve their customer
service skills.

Charisma has been developed by the firm’s HR team to help employees develop
their skills and knowledge of their working environment.

Launched in 2001 after five months development, the game has so far been
played by 4,500 staff in 800 pubs across the UK.

Teams of four people take turns throwing a dice to move around a board.
Depending on which square they land upon, they are challenged to answer
questions on food, bar, legal issues, business and customer service.

Those fortunate enough to win move from in-house and area competitions to
regional finals and ultimately a national championship.

Karen Davies, personnel and training director at S&N Retail, said:
"The competition has definitely instilled in staff a real desire to learn
and has also helped in their retention of knowledge, which can only help
develop their careers.

"Staff have even requested a second version of the game and another
national competition. We are in the process of developing another version to
further their customer service skills."

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