Instructions for students: 1. This assessment will be conducted in a TAS College classroom in a simulated work environment with access to the resources listed above. 2. You are to arrange a time to meet with your assessor and two classmates to perform the role-play. 3. Your assessor will form you into a group with two other students. 4. You will each take turns playing the role of the Call Centre Manager and present parts of your operational plan to the other two students who will play the roles of team leaders. 5. When playing the role of team leader , ensure you ask questions and provide feedback to the Call Centre Manager, thereby playing an active part in the role-play Make sure that your performance includes the following a. Consultation process b. Resource requirements c. Risk management d. Recruitment strategy e. Monitoring processes