Role play 1: Rebekah

Rebekah is part of your team. In the past she has completed all her work on time and to a high standard. Lately she appears to be having some personal problems directly related to her sister. Your employees have told you that they have overheard her having arguments with her sister outside on her mobile phone. For the past two weeks she has been in a terrible mood. Normally Rebekah is a model employee and works hard. Her work output is of high quality. These days she is lucky to finish any jobs and several customers have complained of her poor telephone attitude. Some team members have had to pick up her work and fix her errors or get it up to standard. No-one is happy in your team at the moment. On Tuesday you needed her to finish proofreading a report so you could review it and send it to management. She did not come through - she was late into the office and took a long lunch break. She left at 5.30 and did not tell you she hadn't finished. You found out because you opened the file and found some major inconsistencies. On Wednesday you cancelled an important meeting with a new client and finished the job yourself. Now it is time to talk to Rebekah about her performance. Participate in a role play with your assessor playing the role of Rebekah. You will play the role of Rebekah's manager. You must meet with Rebekah to discuss her work performance. Remember, you must address the issue in line with organisational policies and procedures. Throughout the role play, your assessor will be looking to see that you: welcome her to the meeting use an appropriate interpersonal style, taking into account her current temperament (i.e. defensive, frustrated and upset) explain the purpose of the meeting - including those related to workplace policies and procedures such as customer complaints, code of conduct and how her behaviour is affecting her co-workers demonstrate integrity, respect, empathy and cultural sensitivity use questioning and active listening techniques offer support and guidance, suggest external support and agree on support processes discuss legal and procedural requirements relating to the discussion work in line with organisational policies and procedures.

Role play 2: Olga

You have no sooner finished your meeting with Rebekah when Olga comes storming into your office. Olga is an older employee who has been with the company for over 20 years. She does not put up with people being rude or disrespectful to others, as it is against her religion. She is angry and upset. She tells you that she has had it with Rebekah and her bad moods and would like a transfer to another section as she doesn't want to work in this environment any more. Step A: The first part of this task requires you to role play the remainder of this discussion with your assessor playing the role of Olga. You will play the role of Olga's manager. Remember, you must address the issue in line with organisational policies and procedures. Throughout the role play, your assessor will be looking to see that you: actively listen and respond appropriately use an appropriate interpersonal and communication style demonstrate integrity, respect, empathy and cultural sensitivity use the organisation's code of conduct to discuss behaviour provide support discuss conflict resolution process explain to Olga that follow-up action will occur work in line with organisational policies and procedures. Step B: Once you have finished your discussion with Olga, you must put together a conflict resolution plan to deal with the conflict that has arisen in your team. You must type up your plan in Microsoft Word or a similar program - your assessor will advise as to whether you must email them, submit the file on a USB drive or hand in a hard copy. Your conflict resolution plan must include the following: Description of conflict Relevant workplace policies and procedures Desired outcomes How you will gather relevant information How you will use internal networks to build team relationships How you will use external networks to assist the team member who requires additional support. Provide websites or information about specific external support networks that can be provided to Rebekah. How you will encourage trust and respect in your team Steps for moving forward Review arrangements