Too often we train people ‘on the job’ – which means they only experience whatever they encounter during training.
A much better way to train is to work out the likely scenarios and practice responding to them.
By thinking through likely scenarios first, you can capture the essentials you need your processes to cope with before you design them.
Then your team can get used to responding to them before they have to do it for real too.
This means that people can build up real experience systematically and very quickly.
And if you’re already comfortable with what’s likely, it’s much easier to deal with exceptions.