Role Play 1 - Resolving roster issue

Scenario 1

As Bar Manager at The Righteous Inn, you have responsibility for many things. One of these is the roster for the staff.

It has come to your attention two staff are feuding about the roster.

You aren't really sure what the issue is. You thought everyone was happy with the rosters you prepared, but your observations, coupled with feedback and comments from other employees, have indicated all is not well.

You need to address this because both are excellent workers and valuable members of staff. You don't want to lose them.

You have asked them both to come and see you in your office.

Learner Instructions: -

Please read the Roleplay 1 Scenario and then complete the following task. For this Roleplay you are required to demonstrate how you would identify the nature of the dispute, also how you would manage and resolve the issue. The assessment will take place in a simulated office environment with just two staff (one played by your assessor) present.

All tasks in the Role-play Checklist must be performed and observed to complete this assessment.

Role-play 1 Checklist tasks: -

1. Identified the nature of the dispute: -

• Welcomed staff to meeting.
• Thanked them for their attendance.
• Recapped the situation as it was thought to be.
• Asked questions to confirm knowledge of the situation.
• Asked questions to solicit more information.
• Paraphrased details as provided by both staff.
• Intervened to prevent escalation of issue/s caused by terms or language used and allegations made.
• Ensured both parties given change to express their feelings and have their say.
• Articulated what was identified as being cause of the dispute.
• Sought confirmation from both that issue had been correctly identified.

2. Managed and resolved the issue: -

• Acknowledged both staff members' views and opinions.
• Referenced actual findings from analysis of rosters.
• Used sensitive, courteous, and respectful verbal and non-verbal language.
• Apologised that one staff member felt ill done by.
• Refused to be drawn into an argument or taking sides.
• Offered solution/s to issue.
• Encouraged and facilitated discussion on option/s to resolve eliciting input from both.
• Identified solution to be implemented and described same to both parties.
• Sought and obtained agreement on identified solution.
• Gained agreement identified solution was acceptable to both.
• Gained agreement identified solution would put an end to the issue.
• Applied effective conflict-resolution techniques as per workplace policies.
• Thanked both for their time, participation, and contribution.
• Expressed wish that solution would fix the problem and status quo would return.
• Mentioned the resolution would be monitored and staff would be contacted to confirm acceptability of solution.

Answer: -Role Play Script: - Assuming forAssessorplayed roleasSatisfied Staff Member 1, Other Studentplayed role asDisgruntled Staff Member 2and forMeasBar Manager role.For instance: -

Satisfied Staff Member 1 (Assessor): -First greet & then roleplay Scripts with each other conversation mention acc. to above scenario and checklists tasks all queries mentioned please.

Me (Bar Manager): - RoleplayScript.

Disgruntled Staff Member 2(Other student): - Roleplay Script.