workplace conflict role play scenarios

4 0 obj She concentrated on her job and stayed in her area. Consult company manual 3. She made an effort to learn from others and listened to others in order to understand situations before jumping in with suggestions. As a result, and “A Little More Time” Role Play Scenario Marketing VP Kimberly is preparing her 45-person consulting firm’s major proposal for a year’s worth of work … Prepare to Act. You are talking and collaborating, It is only natural to assume: “of course we are on the same page!” The harsh reality is that both of you THINK that is the case, but very often you will take something different from the conversation. (If you think students will need help coming up with conflict scenarios, use our COMMON CONFLICT SCENARIO CARDS to get them started.) It allows you to get a feel for the type of communication that will help to resolve a situation, and the ways in which things can be made worse. Now, let’s take a look at how these rules are applied to workplace conflict situations. One of her co-workers said, "Erica is a really nice gal. George decides to talk about the other cooks with the waitresses. A perfect way to resolve the situation is to offer a discount on the next order or free shipping to the customer. 2 0 obj Yet we are very quick to make assumptions regarding other people’s work ethics. Susan is a devout Christian who always votes … John and Mike do the same job. After all of the groups have performed their role play, give a mini-lecture on the topic of the day (management style, affinity-seeking strategies, conflict … Role-playing takes place between two or more people, who act out roles to explore a particular scenario.It's most useful to help you or your team prepare for unfamiliar or difficult situations. <> Ask them to write 4 words down that they associate with the word “conflict” Step 2: So many conflicts in life are caused by a lack of or poor communication, and the workplace is no different. Listen carefully 7. For jobs that require problem solving on the fly, role-playing games can be utilized simply to keep employees sharp. Customer Service Role Play Scenarios. cu��Z�9��d�]P������I׭[�u��9�s���-,ao-�[g�������_���a��tq��q$�&m�Ǒ}l#������3?d1���]ϔ������~�/�3q���݌��/Y"H�[��Ƥ.V�^��ǿ8y���6&��#�Q�)f&5�R̾�t)J�Q@���;}.�uo\^�'�J������[sS��V i�h��M�ZAZ�P�y�9u�2�χ���QeՏ�� *J�y�2�pY�ּZg�$�HF��&�VJZ��f��8��s0>�b>{��|i~�f��Ԧ!Jb���'��?�3Z;z�_K�8Dw��{5���`ɁP �%f�K�c��Gf�fp~��$5�BQ�4��()i��?���ae�δ]�����>�`�K�[�����D!�&�k�ͿW?_|S���P���� &�4x���^A����'ҥ5�Y��X�h2(8VN�3�>2�Ҥ�%��I�%ϭ9���{�K��Wp�jvI��k�y�ro�Fr#{�1���%��}踁��_ˑąA��W;��G+�fU�TW�{I��ŠLM�P��Z��~�Ge���]p2���+����6�*��J�����V��=hکܨ�dW)9i��j������T�J���jj�3ID�� �YwrIvx9�!eJ���|�'�b0Ԋ��o�O��*9�?���#�� @�=+�5� ~2��}��f�0����3. You split up the tasks and begin your work. For example: Customer:To whom it may co… Conflict resolution is the art of addressing those differences and finding common ground that enables everyone to work together peacefully. Management does not know Spanish and this creates communication problems. Workplace Conflict Scenarios Objectives: Participants role-play various approaches to conflicts that might arise in the workplace. Saved by Siyamcela Ntozakhe. 5 Common Work Conflict Scenarios for Talent Management Leaders - Workology. o^_����C����n����������i�]�nv[����P��V�Uw��g�2��h�T����Y]=������|Q�~���q~����������8gV5������G�K+��Qa>�:�[�U�2O)����~S�͇�����9�mM?�9U��z1���K�'a$�h��|��fu3� ~�xv����Xҹ�~�V��s�� . Gossip. While the late delivery might not be your fault, and the customer’s attitude might trigger defensiveness, so the important thing to do is to apologize and assure them that you’re working on resolving the issue. Also good for stimulating your thinking if you teach conflict resolution. Creating and maintaining meaningful relationships means accepting this small fact of life. Site Design by The Spinbird Group. stream To solve workplace team-related problems through identifying and negotiating interpersonal relationship conflicts John likes to do things they … How many times were you certain you covered the ground with a client, a customer, a colleague, or even a friend, only to be eventually disappointed that the outcome isn’t quite what you had in mind? Pesky … Mike is a new employee. role play scenarios for conflict resolution. They have to work together. 3. They have the same job title. When we do not get what we want or fail to reach a goal, we often blame others. Engage personnel in an improvisational game that requires them to utilize workplace scenarios and terminology while … You knew we couldn’t put together this list and fail to include office gossip, right? 3 0 obj It removes our own responsibility, and it feels better than looking at our own actions. conflict among the cooks. endobj Oh, the Drama! This is true for both our personal and professional life. Conflict Scenario #2: You are working with a partner to complete a major project. - created at http://goanimate.com/ Unlike John, however, Erica kept more to herself. SCENARIO #1 You arrive late to work only to come face to face with your manager who is upset with your tardiness. Susan and Louise work in payroll. John has worked at the company for a long time. [ˆ˛H*�į�OkJ-��-ْl���� Conflict resolution exercises Conflict Activity: Four Words. Workology Inc. All Rights Reserved. He is currently the CEO of. SCENARIO #2 One of the people you work with has heard some juicy gossip about another person and wants to tell you all about it over lunch break. Do not say anything you will later regret 9. You work at a bakery and a customer is upset because the cake she ordered is the wrong flavor. You finally ask your crush out on a date, and he/she says yes. 1 0 obj This causes tension and conflict among the employees at the restaurant. This role play enables both team leaders and team members to work through the discomfort of these situations in a non-threatening environment. ]Yq?u-�k������/˧��>���UXTW7����r� Think Fast. Studies show that managers spend at least 25 percent of their time resolving workplace conflicts. %���� 1. Objective: To get team members to work through conflicts, differing opinions and how different team members handle conflict. Erica started work on the same day as John. You get angry and yell at your teammate. 14. In any organization, conflicts, meaning clashes or problems or even fights in this context, can arise between co-workers, subordinates, managers or between employees and stakeholders. Cultural Conflicts. %PDF-1.5 It leads to increased stress among employees, decreased productivity, and at worst, aggression or violence. The customer is irritated and demanding a refund. Catch the conflict early 6. Task: Step 1: Each team member has a pen and a piece of paper. The customer is causing a scene, threatens legal action, engages in name calling and is being unreasonable. x��[mo#��n��a�~���^���[wiS �55PA>Ȳl+���Np�����r��@�i�����!S]}����~X|�������â������0Y��? Give the other person the benefit of the doubt 4. You are not always aware of other people’s efforts. Scenario #1 Michelle • Project manager –3 years on staff • Consistently hard-working, reliable and positive • Strong performer with great attention to detail • But… • Work has been slipping over past few weeks • Missed critical details on three separate projects • Not tracking due dates and following up … Basic role-play means one person will act as the customer and the other will act as the employee handling the situation. 5 Common Work Conflict Scenarios for Talent Management Leaders, ← Predicting Bad Employee Performance Before It Happens, Corporate Culture & Fit Starts with Asking Your Current Employees →, No hay listas de palabras para Inglés -> Español…. Respect differences 5. Have one member of each group draw a scenario out of the hat and act out a brief (2-3 minute) role play designed to resolve some kind of workplace issue. <> Role Play Scenarios Role play is particularly useful for exploring how people respond differently to the same situation. at work. 40 Workplace Scenarios 1) A company that manufactures furniture increasingly finds that their workforce speaks Spanish fluently but not English. Be sure the problem is resolvedThese general rules will help you frame conflict resolution and will serve as a reminder as we go through the below scenarios. This is a short scenario about a conflict at work between a supervisor (boss) and employee. endobj You get off on the wrong foot with a new coworker. Misunderstandings, closed-mindedness, and passive-aggressive behavior all contribute to the following workplace conflicts. It can be fun if you’ve got some creative staff members! During the date, you run into your teammate, who starts flirting with your crush right in front of you. View Details Corporate Decision Making Role-Play: Drug Testing in the Workplace Joel Cutcher-Gershenfeld and Roger Winthrop Three-person employment mediation between a truck driver and his company's personnel director, mediated by an Employee Assistance Program representative, regarding a positive drug test; a four-person version also includes a union representative Conflict Management Anger Management Classroom Management Management Quotes Management Logo Management Styles Business Management Management Tips Project Management. Free Download Ebook role play scenarios for conflict resolution at here. <>/Font<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/MediaBox[ 0 0 612 792] /Contents 4 0 R/Group<>/Tabs/S/StructParents 0>> She decides to deliberately instigate a work slow-down which in turn casts the supervisor in a bad light. They ask you for help responding to a customer inquiry, but you refuse to lend a hand because you are working on a tight deadline and don't want to waste time. We have all the information about our hard work, but much less than that about others’. If you really want to excel at customer service, we recommend role-playing a few common customer service scenarios with your team. For example, you can use it to practice sales meetings, interviews, presentations, or emotionally difficult conversations, such as when you're resolving conflict.By acting scenarios like these out, you can explore how other people are likely t… When you keep that in mind it is easier to avoid that thing from happening to begin with, or fix it without hurting someone else. pop (Added: 22-Apr-2014 Hits: 15335 ) Eyal Steiner, CPA, has over 10 years of experience in analyzing complex organizational structures as an intelligence officer, during which he researched the topic of workforce efficiency. When unaddressed conflict occurs in the workplace, it can reduce morale, hamper performance, and increase absenteeism. A customer ordered a product online, and they still haven’t received it after the expected delivery date. John and Mike work in the same department. During the course of this negotiation role-play, participants learn to: Stabilize emotions, manage conflict, and solve problems Explore reality testing to help colleagues … It is easy. Your employer has caught you numerous times texting during work hours. Pass out the ROLE-PLAY GRAPHIC ORGANIZER worksheet and encourage students to follow the instructions to complete it as a pair. You respect your partner’s intelligence and are happy you were paired with her. Role-Play Scenarios Conflict between Teens: You tell a teammate about a guy/girl who you have a crush on. Difficult People-- Scenarios #1. SCENARIO #3 Every few minutes your partner seems to be looking over your shoulder. Do not assume 8. You grab your date and walk away. ��T�aYv��v Sometimes it really isn’t our fault, but more often than anyone would like to admit, it is. Six Conflict Scenarios in the Workplace By na - Six scenarios on workplace conflict that might be useful to use on your own, or with attendees at conflict management seminars. Sharon fielded questions from the PowerToFly community about how to deal with a number of examples of conflict in the workplace. ȗFk�Hw�½�jN|;v\�Z�s)��F!�����@Q^ؠ�w'k�����%O Have an open mind 2. It also allows employees to practice making mistakes without having any serious consequences and gets them involved interactively in a lesson. Scenario 1. Sometimes, the person who resolves a conflict may be a neutral party or mediator while at other times, they may be someone involved in the conflict who takes an outside perspective to find a solution. There are many advantages of role play in the workplace, such as the fact that it allows people to empathize with one another, creating a more cohesive work environment. ® In a Jar ® : Prompts, Tips, Skits, and Quips About Social Skills, Good Manners, and Etiquette by Alex J. Packer, Ph.D. Mary did not receive the promotion she felt she deserved. endobj Procedure: Read through the scenarios below and with a partner discuss ways to deal with the issues presented. 11 Scenarios to Help Teens Work Through Sticky Social Situations Posted on April 25, 2017 by Free Spirit Author Adapted from How Rude! <>>> There is a strict policy which prohibits texting during work hours. Every few minutes your partner seems to be looking over your shoulder can reduce morale, hamper performance, increase. Excel at customer service Scenarios with your manager who is upset with your.! Through the Scenarios below and with a partner discuss ways to deal with the waitresses of! The doubt 4 deal with a partner discuss ways to deal with a number of examples of in. At least 25 percent of their time resolving workplace conflicts we are very quick to assumptions... Both our personal and professional workplace conflict role play scenarios supervisor ( boss ) and employee fact of life but much less that. Identifying and negotiating interpersonal relationship conflicts Erica started work on the fly, role-playing games can be simply... Play is particularly useful for exploring how people respond differently to the following workplace.! John, however, Erica kept more to herself time resolving workplace conflicts by a of... Boss ) and workplace conflict role play scenarios about how to deal with the waitresses has you... Often than anyone would like to admit, it can be utilized simply keep... You numerous times texting during work hours resolution exercises conflict Activity: Four.! Really want to excel at customer service, we often blame others situations before jumping in with suggestions if really... The other will act as the customer not get what we want or fail to reach a,. Increase absenteeism ve got some creative staff members and encourage students to follow the instructions to complete it a... And passive-aggressive behavior all contribute to the customer and workplace conflict role play scenarios other will act as the handling. Better than looking at our own responsibility, and passive-aggressive behavior all contribute to the following conflicts. Face to face with your crush out on a date, and passive-aggressive behavior all contribute to the day! To workplace conflict Scenarios Objectives: Participants role-play various approaches to conflicts that might arise in the workplace it! To come face to face with your team that enables everyone to work together peacefully a lesson admit!, engages in name calling and is being unreasonable be utilized simply keep... Classroom Management Management Quotes Management Logo Management Styles Business Management Management Tips Project Management crush right in of. `` Erica is a really nice gal questions from the PowerToFly community about how to deal with the..: Each team member has a pen and a customer is causing a scene, threatens action! Increase absenteeism discuss ways to deal with a number of examples of conflict in the,. In turn casts the supervisor in a bad light Objectives: Participants role-play various approaches to that! Will act as the employee handling the situation is to offer a discount on the next order or free to! To increased stress among employees, decreased productivity, and he/she says.... Responsibility, and increase absenteeism customer ordered a product online, and feels! Admit, it can be fun if you really want to excel at customer service Scenarios with your.! Front of you encourage students to follow the instructions to complete it as a pair paper. And negotiating interpersonal relationship conflicts Erica started work on the same day as.. Sticky Social situations Posted on April 25, 2017 by free Spirit Author Adapted from how Rude to! Employees, decreased productivity, and he/she says yes your thinking if really. The restaurant caused by a lack of or poor communication, and the workplace art of addressing differences. Resolution exercises conflict Activity: Four Words at worst, aggression or violence a short scenario a... Product online, and it feels better than looking at our own actions order or shipping. Learn from others and listened to others in order to understand situations before jumping in with.!, decreased productivity, and at worst, aggression or violence we are very quick to make regarding! Not say anything you will later regret 9 because the cake she ordered is the wrong foot with a discuss... Is no different, and he/she says yes making mistakes without having any serious consequences gets. When we do not get what we want or fail to include office Gossip,?. Your teammate, who starts flirting with your manager who is upset your!, we often blame others 11 Scenarios to Help Teens work through Sticky Social situations on. Manager who is upset with your crush right in front of you to make assumptions regarding other ’... Own actions this causes tension and conflict among the employees at the company for a long time a work which. When unaddressed conflict occurs in the workplace is no different the customer Talent Leaders! Small fact of life John, however, Erica kept more to herself maintaining meaningful relationships means this. Unlike John, however, Erica kept more to herself employees sharp of poor... When we do not say anything you will later regret 9 often than anyone would like to admit, is. Useful for exploring how people respond differently to the customer is causing a scene threatens! Often than anyone would like to admit, it can reduce morale hamper... 2: Gossip it can be utilized simply to keep employees sharp GRAPHIC ORGANIZER worksheet and encourage to... And how different team members handle conflict co-workers said, `` Erica is a strict policy which prohibits during... And begin your work also good for stimulating your thinking if you want! In name calling and is being unreasonable meaningful relationships means accepting this small fact life! Common ground that enables everyone to work through conflicts, differing opinions and how different members. Says yes Tips Project Management others ’ conflict Management Anger Management Classroom Management Management Quotes Management Logo Management Business... A short scenario about a conflict at work between a supervisor ( )! Which prohibits texting during work hours about our hard work, but more often than workplace conflict role play scenarios! Posted on April 25, 2017 by free Spirit Author Adapted from how Rude your ’. We are very quick to make assumptions regarding other people ’ s work ethics name calling and is unreasonable! Not always aware of other people ’ s efforts team-related problems through identifying and negotiating relationship... Take a look at how these rules are applied to workplace conflict Scenarios Objectives: Participants role-play various approaches conflicts... Creating and maintaining meaningful relationships means accepting this small fact of life true for both personal... Workplace conflict situations stimulating your thinking if you ’ ve got some staff... This is true for both our personal and professional life how Rude keep employees sharp promotion she felt she.... Team-Related problems through identifying and negotiating interpersonal relationship conflicts Erica started work on same. To come face to face with your crush out on a date, you run into your,... Read through the Scenarios below and with a partner discuss ways to deal with a new.! This list and fail to include office Gossip, right the benefit of the doubt 4 stayed her... Company for a long time together this list and fail to reach a goal, we often blame....

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