In the following task you will need to conduct a role play. You will need to demonstrate a range of techniques when working with others in a workplace simulation. You will also need to demonstrate flexibility and adaptability when making decisions, while considering the emotions of others.

a) Conducting the role play

Background information

In this activity you will play the role of the Customer Service Team Manager for RTech, a medium-sized company that provides IT support services to retail businesses. You are new to the job and want to prove that you are competent in this role. You want to ensure that you have happy staff, who are effective in their jobs and get consistently high customer feedback ratings.

Unfortunately, there seems to be a problem between two staff members. You need to deal with it as efficiently as possible as it’s having a negative impact on their performance and customer ratings. You’ve called them both into your office to discuss the issues and resolve it. You now need to create opportunities for them to express their thoughts and feelings. You need to resolve this conflict, while being aware of the emotional states and triggers of these staff members.

Please see below background information about these two staff members:

• Background to staff member 1: You work for RTech as a customer service officer and report to the Customer Services Team Manager. You are frustrated with your colleague who wants to play electronic music all the time, is constantly checking her/his phone, and is often late. You don’t like working with electronic music in the background and you don’t like the fact that you end up doing more work that she does. This colleague is generally a nice person, but s/he can also be pretty short tempered at times. Now your manager wants to speak to you both about this issue. You are wondering if this colleague complained about you. You’re a bit worried and uncomfortable as you don’t like conflict. You also want to create a good impression as you also have the ambition to become a manager one day.
• Background to staff member 2: You work for RTech as a customer service officer and report to the Customer Services Team Manager. You have a 6-month old baby that doesn’t sleep well at night and you are really tired in the mornings. Music helps keep your mood up. You are trying to do your best at work, but it’s tough and it doesn’t help that you have a colleague who always seems to be judging you – you feel bad enough already. Your colleage also keeps asking you to your music off. Now your boss wants to speak to you both about it. You are wondering if this colleague complained about you. You are a bit worried as you really need this job – it pays well and the office is close to home. You are also aware that jobs are hard to get at the moment.

Instructions for conducting the role play:

• While conducting the role play, you need to demonstrate the following:

• Show awareness of personal stressors and triggers and how they affect emotional states. Shows awareness of ways to manage stressors.

• Help others reflect on personal attributes and consider the impact of their behaviour on others.

• Demonstrate role modelling behaviours that show good management of emotions.

• Cleary identify several ways to promote a positive, inclusive emotional climate in the workplace to help increase team performance.

• Adapts communication style to model behaviours, build trust and positive working relationships.

• Assess emotional cues and respond to the emotional states appropriately.

• Create opportunities for others to express their thoughts and feelings.

• Use appropriate language and nonverbal features to present information and seek feedback.

• Use listening and questioning skills to elicit the views of others and to clarify or confirm understanding.