{
  "title": "Client reception: simulating an encounter is not enough to train",
  "url": "https://www.shr.swiss/blog/accueil-client-simuler-un-entretien-ne-suffit-pas-a-former-en",
  "language": "en",
  "datePublished": "2026-04-09",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Role-play seems a natural fit for client reception training. Research nevertheless suggests distinguishing between completing an exercise and actually learning from it.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Geneva",
    "region": "Genève",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Karl Anders Ericsson, Ralf Thomas Krampe and Clemens Tesch-Römer (1993, Psychological Review) distinguish deliberate practice from simply accumulating experience: it targets a specific improvement through appropriately designed tasks and informative feedback."
    },
    {
      "heading": "Feedback can direct attention the wrong way",
      "point": "Avraham Kluger and Angelo DeNisi (1996, Psychological Bulletin) show in a meta-analysis that feedback interventions do not consistently improve performance and can impair it."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that the solution is simply to increase the number of role-plays and corrections."
    },
    {
      "heading": "What the evidence does not guarantee",
      "point": "These articles do not directly evaluate a reception training programme in Geneva-based organisations and cannot quantify its expected effects."
    },
    {
      "heading": "A practical check in Genève",
      "point": "For a Geneva team in private banking, an international organisation, luxury watchmaking or commodity trading, an “Accueil client” workshop could use two fictional scenes of comparable difficulty, tailored to the sector and containing no real client data."
    }
  ],
  "sources": [
    {
      "authors": "Tesch-Römer",
      "year": "1993",
      "source": "Psychological Review"
    },
    {
      "authors": "DeNisi",
      "year": "1996",
      "source": "Psychological Bulletin"
    }
  ],
  "wordCount": 429,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-04-09-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-simuler-un-entretien-ne-suffit-pas-a-former",
    "en": "https://www.shr.swiss/blog/accueil-client-simuler-un-entretien-ne-suffit-pas-a-former-en",
    "de": "https://www.shr.swiss/blog/accueil-client-simuler-un-entretien-ne-suffit-pas-a-former-de",
    "it": "https://www.shr.swiss/blog/accueil-client-simuler-un-entretien-ne-suffit-pas-a-former-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/geneve",
    "city": "https://www.shr.swiss/formations-ville/geneve",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}