How to create realistic scripts: A step-by-step guide

This article outlines a step-by-step guide for creating role-play scripts in Retorio. Having realistic scripts and engaging dialogues will provide a fundament for a great learning experience.

Step 1: Define the Roles

Begin by identifying the target audience for the training - this is your Trainee. Are they a sales advisor, a service consultant, a manager, or a team member? Next, determine who they will be interacting with, known as their Interlocutor. Is it a customer, a manager, or a colleague?

Step 2: Establish the Purpose

Before starting the dialogue, it's essential to have a clear understanding of the conversation's purpose. Are they talking about a product, service, process, or resolving an issue? Understanding the objective will help steer the dialogue in the right direction.

Step 3: Create Realistic Characters and Set General Expectations

Consider the traits and motivations of both the Interlocutor and the Trainee as they will shape the dialogue. Is the Interlocutor hesitant, demanding, or enthusiastic? Is the Trainee supposed to be patient, persuasive, or informative? These behavioral characteristics will impact how they respond in the conversation.

Step 4: Develop the Scene Structure

Organize the dialogue into scenes to ensure smooth flow and structure. Each scene should have a specific focus, purpose, and expectations for the Trainee. While it is suggested to have 2-4 scenes in the dialogue, it is crucial to make each scene meaningful and interconnected with the overall storyline.

Step 5: Creating a Chain of Responses

As the Training Creator, your role involves crafting scripts solely for the Interlocutor. To keep the dialogue engaging, it's crucial to anticipate potential responses from the Trainee. Remember that the Interlocutor's script remains constant, so consider how the Trainee may react based on their role, experience, and the context of the conversation.

Structure incl. multiple possible Trainee responses

Trainees may interpret the Interlocutor and the scenario in unique ways, leading to varied responses. Depending on your training strategy, you can guide Trainees to maintain a coherent dialogue or allow them to explore different responses, even if it may not align perfectly with Interlocutor Script 2. 

If you want to keep the conversation flowing smoothly, you can try these options:

1. Write the Interlocutor script in a way that can accommodate various Trainee responses. For example, in a conversation between a Customer and a Sales Advisor, you can create a general script that allows for different reactions from the Trainee.

Example 1

2. Guiding the Trainee throughout the scenario or each step of the dialogue can be facilitated using various tools like background text, informational videos, or multiple-choice questions. These elements can be seamlessly incorporated into the scenario using the Retorio training builder, as demonstrated in another conversation between a Customer and a Sales Advisor.


Example 2

3. Incorporating a range of script specificity, from general to detailed, along with corresponding thorough guidance, as demonstrated in this example conversation.:

Example 3

Here are some common pitfalls to avoid: insufficient information can result in responses that do not align with Interlocutor Script 2.

Example 4

Example 5

In Example 2, the background information not only helps to keep the conversation flowing logically but also provides valuable insights into specialized best practices. 

Step 6: Crafting the Interlocutor's Dialogue

When writing the script for the Interlocutor, keep these tips in mind:

  • Start with a clear goal for the Interlocutor in each scene. What do they aim to achieve or communicate? This will guide their conversation.
  • Ensure the Interlocutor's lines are natural and authentic, reflecting how a real person would express their thoughts, questions, or concerns.
  • Keep the Interlocutor's script clear and concise, avoiding overly complex sentences or unnecessary details. Aim for under 50 words, with any extra information provided in text format.
  • Use open-ended questions or statements to prompt a response from the Trainee, helping the dialogue flow smoothly.

Step 7: Set Scene Expectations

For each scene in the Interlocutor's script, the Trainee must meet specific criteria in their response. As the Training Creator, you define these criteria, including up to 3 "dos" and up to 3 "don'ts". While you can establish these guidelines later in the training creation process, it is recommended to note them down while crafting the dialogue. For more best practices, refer to this link: 

Step 8: Maintain Progression

Ensure that the conversation flows logically as you move from one scene to the next. The Interlocutor's dialogue should naturally lead to responses that seamlessly continue the discussion.

Step 9: Check for Clarity and Flow

Ensure that the conversation flows smoothly and is easy to follow by reviewing the dialogue. Check that the Interlocutor's scripts and possible Trainee responses are cohesive and lead to a significant outcome.

Step 10: Edit and Revise

Once you have completed the first draft of the dialogue, it is important to carefully edit and revise it. Take the time to enhance the conversation by making it more engaging, informative, emotionally compelling, or thought-provoking.

Step 11: Consider Realistic Outcomes

Consider the potential results of the conversation based on the Interlocutor's original goal. Will it lead to a sale, provide clarity on inquiries, or solve a problem? Make sure that the dialogue's ending is in line with its initial objective.

Step 12: Polish and Finalize

Once you have fine-tuned the conversation, refine it further to ensure it is engaging and flows naturally. Double-check for any grammar mistakes or typos to maintain a polished dialogue.

Following these steps allows the Training Creator to craft a structured and captivating dialogue between an Interlocutor and a Trainee. Each script from the Interlocutor prompts a potential response from the Trainee, ensuring a coherent and logical flow of the conversation.