Manage complaints roleplay

Roleplay Scenario

One of your team members has been complaining for the last few days that she was being treated in a racist manner by a male colleague. The other male colleague uses racist slurs in a friendly way, thinking it is all part of creating a fun environment at work. Heeven told her to take a "chill pill" when she asked him not to make racist jokes. She doesn't want the situation to get out of control. She also wants her colleague to acknowledge and respect other cultures and apologise.

Roleplay conditions

Your assessor will prepare the environment for the meeting.

You will act as the general manager; your assessor will act as the staff member who complained. One of your classmates will play the role of the staff member who was behaving in a racist manner.

Role description for the student who is acting as the general manager

Before role-play begins, you will go through the policies and procedures given in the appendices to have a working knowledge and their application. During role-play, you will listen to the complaint made by the employee using active listening techniques. You will use communication and negotiation techniques to manage the differences. You will ensure that you understand the backgrounds of the people involved in the incidents so that you don't discriminate against any parties. You will use the established policies and procedures to get your point across and assist you in resolving the issue.

Role description for the person who is making compliant

You will read the assessment task to understand the background of the role. You will be playing the role of the person complaining. You will express your dissatisfaction and frustration with the incident. You will provide the details of the incident and respond to the questions asked by General Manager who is resolving the complaint. You will try to listen to General Manager to decide.

Role description for the student who is acting as the employee whom the complaint is made against

You will read the assessment task to understand the background of the role. You will be playing the part of the employee being racist to the staff member. You will assist General Manager in answering the questions and listen carefully to what action you must undertake. The general manager may request you go through the policy statements and apologise to the complainant.

During the meeting, you are required to:

Demonstrate respect towards others

Play impartial role and listen to both parties

Use the established policy and procedure to get your point across

Explain the formal complaints process as per the policy and procedure

Participate in discussion using listening and questioning to elicit the views of

others

Present information and opinions using appropriate language and non-verbal

features This meeting should take no more than 15 minutes