NHS Wales: Development of non-technical skills

“After 12 years of experience and a lot of online programs, I have yet to see something as good as Merchants.”

Andrew Bunn, Training & Development Manager at NHS Wales

CompanyNHS Wales, Public agency.
TrainingNHS Wales: Development of non-technical skills: communication and conflict resolution.
Skills DevelopedSelf-confidence, self-control, self-awareness, communicating effectively, steady focus, flexibility, conflict management, impact and influence, initiative, innovation and creativity, integrity, negotiation, drive to deliver results, analytical thinking, planning, organizing and coordinating, problem solving, tolerance to pressure, decision-making.
ProgramDepartment: Staff. Trained employees: 30.
Serious GamesMerchants, Negotiation and Conflict Resolution Serious Game


NHS Wales (Welsh National Health Service) joins the long list of public agencies around the world which have validated and demonstrated the effectiveness of the video game in the field of corporate training. The difference with NHS Wales is that it has opened a new path in the British Isles, being the first UK public administration to incorporate simulators and video games in their training strategies.

As a result of its bet, NHS Wales has implemented a course-simulator in video
game format for the development of communication and conflict resolution
skills. This course has been incorporated into their program for the development
of professional skills.


  • The complexity of classroom training, which requires the availability of employees to attend it in a particular place and at a specific time.
  • The difficulty of finding online solutions that will ensure the quality and usefulness standards of classroom training.
  • The low level of engagement of e-learning courses, resulting in high dropout rates.


  • Because of its e-learning nature, participants have defined their own learning pace, choosing when to do the training.
  • The gamification techniques implemented in the simulator have made it possible to increase the motivation and level of engagement of the user.
  • Thanks to experiential learning (practice and feedback), the participant has tested the skills learned in situations similar to those in real life, thus increasing confidence.