311 de-escalation training requires clerks to use talk-tracks with upset callers. Which delivery method best fits that objective?
Select an answer to reveal the explanation.
Short Explanation
De-escalation is a conversation, not a poster. Role play is the practice court—adults need to say the talk-track out loud, not admire it on a slide.
Full Explanation
Role play is the delivery method that lets learners apply interpersonal skills in a controlled setting. Adult learners need to try a talk-track, not merely recall wording. Lecture, unstructured complaint-sharing, and after-class reading do not produce that rehearsal during the event. Selecting role play matches both the objective and generally accepted adult-learner characteristics without requiring theorist-name trivia.