CEPD · Module 4 — Scenario, dialogue, and avatar direction
Speaker, stakes, preferred path, mentor vs job-aid help, consequence-first wrong paths, and conversational copy.
About 20 min
Practice in the lesson player
Sorting, matching, quizzes, and the module gate stay behind a free account so scored answers are not public. The teaching notes below are the same cited curriculum.
01
Production order: (1) observable action from the action map, (2) stakeholder line that pressures the wrong shortcut, (3) three branches — one preferred, two plausible mistakes, (4) reply text that teaches without sarcasm. Wrong branches should explain environmental or knowledge gaps using Gilbert or Moore — not “incorrect, try again” alone.
02
Mentor help (in-scenario): Coach names the gap after a choice — conversational, not sarcastic. · Stays on the decision beat; one tip, then retry or next. · Use when the learner must rehearse judgment under pressure.
Job-aid help (pull): Searchable policy / steps the agent opens on the floor. · Does not replace the branch — supports transfer after practice. · Use when the job already expects lookup, not memorization.
03
Wrong paths should show what happens on the job (audit flag, angry customer, missed SLA) before confetti or mascot jokes. Delight earns a place only when it reinforces the preferred move — a brief confirmation after the right close, not fireworks on every click. Conversational copy: short sentences, second person, no lecture paragraphs inside the reply.