Rita has been working in the administration area of Shimloch Custom Cabinetry and has been working with Stefan who has a hearing impairment. Stefan is unaware of how noisy he is when coming into the office, adjusting his chair, closing the office door and speaking on the phone. It is very disruptive, and you are finding it difficult to concentrate as it is very disturbing.You have escalated this complaint to the supervisor (Sue Shimloch to be role played by you) to have a conversation with Stefan about the issues. It is important to raise this issue in a polite and respectful manner and ensure that you are using inclusive practices that will help Stefan and Rita perform their daily duties.

Response from Stefan: I had no idea that I was being so noisy and thank you for bringing that to my attention.

You: (Sue Shimloch to be role played by you) You need to be able to identify ways to improve the situation for Stefan and Rita and have a conversation with Stefan to assist with the above issues.Some suggestions could be the following, but are not limited to:

• Could use a phone with headset that does not need to be picked up and put down.
• Different chair that is quiet to adjust
• Buffer on the door or mechanism to prevent it banging

Once you have had the discussion with Stefan and have decided on some solutions to ensure that even though he has a disability he is a valued member of the team, you will be required to, as part of the organisational policy, document your discussion and implement the changes agreed to. You will be required to type the outcomes out.

One week Later

Role-play the scenario where you seek feedback from Stefan and Rita. Your colleague/assessor will need to play both roles of Stefan and Rita. Seek feedback from Stefan and Rita about the changes that have been introduced. Enquire how the changes have helped the situation and if any further changes need to be made. (An example would be: Stefan's buffer on the door to his office has made a great difference to Rita, as the door no longer is noisy which a great solution and not interrupting Rita is. No other improvements are needed).

1. Demonstrate appropriate communication style both verbal and non-verbal.
2. You are required to assist relevant personnel in developing a plan to implement changes and ensure team members feel that they are a valued member of the team.
3. You are required to document the conversation so that you have key outcomes recorded in a writing style that meets the audience requirements. Include what you have learnt from this interaction.
4. You should seek feedback on the solutions that have been implemented one week after your conversation with Rita and Stephan. Explain how you would incorporate the feedback to make improvements to work practices.