eLearning • Job Aid • Original Framework
Leap, Don’t EscalateFrom “I’m furious” to “thank you” in four steps
The L.E.A.P. Framework: From Analysis to Impact
An original four-step de-escalation framework, built from analysis and turned into a job aid and a full Storyline course.
Case study by Meshayla Kemp, Enterprise Learning Architect4
steps in an original framework
4steps in the original L.E.A.P. framework
3phases: analyze, design and develop, implement and evaluate
1blended ecosystem: course, job aid, coaching guide
The challenge
The client had no de-escalation process. Stakeholder, gap, DIF and training needs analyses pointed to the same performance gap: staff had no shared mental model and no in-the-moment language. That meant the answer was a memorable framework, not a policy update.
What I did
- Ran stakeholder, gap, DIF and training needs analyses to pin down the real performance gap.
- Created the L.E.A.P. framework from scratch based on what the analysis found.
- Built and piloted a job aid, then used ChatGPT workflows to redesign it into an enterprise-ready performance support tool with stronger visual hierarchy and behavioral coaching scripts.
- Built a full Articulate Storyline 360 course that practices the framework in scenarios.
- Paired the course with job aids, coaching guides and reinforcement tools so training carries into real conversations.
LListen“Can you help me understand what happened?”
EEmpathize“I understand why that would be frustrating.”
AApologize“I’m sorry you had to go through this.”
PPerform“Here’s what I’m going to do to fix this.”
Business impact: higher customer satisfaction, lower escalation risk, more employee confidence and more consistent service.
Tools and methods
The deliverables
Work samples
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I take on instructional design, organizational change management and AI-enabled learning engagements, and leadership roles.