Strengthening communication and confidence across frontline services - Jersey Evening Post
by Business Desk · Jersey Evening PostPosted inBusiness
Strengthening communication and confidence across frontline services
by Business Desk 17 June 202616 June 2026
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ScenarioReal founder Wendy Munns introduces a training programme designed to help those in business to empathise with older or impaired Islanders
HAVE you ever imagined what it might feel like not to hear the conversations happening around you? Or to pick up a cup of tea and struggle to bring it to your lips without spilling it? Or to walk into a busy shop and find the simplest task overwhelming because of dementia, sensory loss or reduced mobility?
Many of us have relatives or friends who live with these challenges, but unless you have experienced these conditions yourself, it is almost impossible to truly understand how they affect everyday life. That gap between intention and understanding is exactly why I founded ScenarioReal.
As Jersey’s population continues to age, the way we communicate with older adults has a direct impact on how supported, understood and included people feel. A simple interaction at a counter, a conversation in a bank or a moment of confusion in a shop can either reassure someone or unintentionally make things harder. For most frontline teams, the issue isn’t a lack of willingness; it’s simply not knowing what ageing or sensory change feels like.
ScenarioReal was started to bring lived experience learning into the centre of communication. We now have three strands: business communication, carer skills workshops and home based consultancy, and it’s the business Communication programme which we are proud to be launching this month to the Island’s wider workforce.
Older adults often face communication barriers that can make everyday tasks feel overwhelming. When you haven’t experienced those barriers yourself, it’s easy to miss what someone really needs from you.
Our approach is simple. We use immersive ageing simulation equipment to give people a safe, powerful insight into the realities older adults face every day, such as reduced hearing, reduced vision, reduced mobility and reduced dexterity. That experience changes how people communicate immediately and meaningfully.
Frontline staff across Jersey, in retail, hospitality, banking, transport, government and customer facing services, meet older adults every day. These interactions shape how confident, calm and supported someone feels.
Our business communication workshops give teams practical tools they can use straight away, including communicating clearly and calmly in busy environments, reducing stress and confusion for customers, understanding how sensory changes affect everyday tasks and building confidence when supporting people with hearing, vision or cognitive differences.
The training is hands on, reflective and grounded in real experience. When staff wear the kits, they quickly understand why someone may need more time, why pointing isn’t enough, or why repeating information louder doesn’t help.
As I explained in a recent workshop: “Wearing the kits makes it real. People are always stunned by what they experience and it’s often emotional. Suddenly they see why a small change in communication can make a huge difference to someone’s day.”
That insight is often the turning point.
My aim is to work alongside businesses to strengthen the training they already offer, helping staff feel more confident, customers feel better supported and everyday interactions become calmer and more connected. These small shifts create meaningful improvements in customer experience, team wellbeing and overall workplace culture.
We also offer a recognition pathway for organisations committed to age inclusive communication, helping businesses demonstrate their dedication to accessible, thoughtful service.
Although business communication is our current focus, ScenarioReal continues to support the community through:
Daily carer skills workshops – immersive training for professional carers and home or family carers.
Home based consultancy – personalised support for families caring for loved ones at home.
These strands remain important, especially for Islanders navigating new diagnoses or caring responsibilities.
As I often explain: “If your partner, child or sibling is diagnosed with dementia or Parkinson’s, you suddenly find yourself caring without any training. That is tremendously difficult – physically and emotionally – and people often become stressed or even injured because of the toll it takes.”
We also help families navigate complex systems, from power of attorney to online forms, which can feel overwhelming without support.
ScenarioReal exists to help Jersey become a place where communication is grounded in understanding, patience and genuine connection. When staff feel confident and customers feel supported, everyday interactions become easier for everyone.
At its core, ScenarioReal is about people. When communication feels supportive, everything else becomes easier, for staff and for the customers they serve.
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