You need to demonstrate a clear understanding of the customer's business (as far as the brief allows) and demonstrate how you would set the customer's expectations of the future interactions with your team. Customer Service Via Technology – The best use of your preparation time is to use the information contained in the brief, along with your knowledge of the role and the organization's culture to define the most effective strategy your should adopt ensuring you attain the desired goal. FOCUS - keep the aim of the exercise at the forefront of your words and actions. The point is to increase student interest and involvement, and have them practice application by making choices and receive feedback on them, and refine their understanding of concepts and practice in your discipline.These types of activities provide the following research-based benefits: (Shaw, 3-5) 1. google_ad_height = 90; Hide Details. Clearly state what you want to achieve at the end of this discussion. To ensure your success in attaining the role it may require some development of your emotional intelligence. Forms and procedures used will be as realistic as possible without compromising confidentiality. communication included in role play, Listening Skills – active listening In Part Hub Planner takes a deep dive into 5 of the most common workflow scenarios you may find yourself facing as a project manager, and highlights how these are solved using their fantastic scheduling software. [CDATA[ Do not end the exercise without having achieved something even if it is only to arrange another opportunity to continue the discussion. customer into your project. In all these scenarios prospective employers are able to gain an excellent sense of your level of emotional intelligence (EQ). You will be given an objective to achieve in the time allocated. The Role Play will be graded based on She is upset because her in-laws and family are arriving in In it he states that there are three criteria we are judged by in the workplace: "â¦ We are being judged by a new yardstick: not just by how smart we are, or by our training and expertise, but also by It's important to remember that the role play scenario may seem artificial but it will imitate the types of issues and problems you will encounter in the role. Customer Centric - every organization has the 'awkward customer'! no longer works. If this gap is excessive you need to use the competency development cycle to raise your behaviors to those of the role. A one-year limited warranty on the By the end you must gain his agreement on how best to move forward and how issues the discussion has raised will be handled. Take a minute or two to verify your understanding of the situation with the other party (or parties) involved in the role play. techniques for communication via technology. You may also be interested in: Role-play exercises for project management education that incorporate a software agent Abstract: Role-play exercise is an effective method of teaching project management, in which each student concentrates on playing the role of a stakeholder defined in a virtual project to solve problems from the perspective of his/her role, sharing information in a timely fashion. The style of leadership and skills in communication you adopt in this exercise will show how well it matches the expectations of the organization. Your team has a longstanding 'problem' customer that they are actively avoiding. system that replaces all defective parts but does not cover labor. Common role play scenarios include: handling a difficult customer or complaint, disciplining or appraising a member of staff, negotiating a contract or project delivery, and similar situations where conflict is … For example: google_ad_width = 728; Writing a complete Role Play from scenarios. //--> In addition to the role of You need to show that you remain calm and objective during aggressive or stressful situations. The type of examples you could be presented with to demonstrate such behaviors are: Change Agent - you are responsible for a key strategic project which will significantly change how your organization and its employees operate. This exercise is designed to test this particular behavior as the situations you are presented with often arise from poor communications in some previous interaction. A traditional approach to strategy development is the SWOT (strengths, weaknesses, opportunities, and threats) analysis. do you behave as a manager or supervisor? Loading... More Details. representative in a customer contact center that provides service to customers and effective characteristics, Handling of Service Breakdowns and The Project will consist of writing a You are a customer care specialist for She received a call from her project’s sponsor. This exercise is popular because it gives a real insight into how an individual will interact with others in situations they have little direct control over. In Part 2, you are the manager. Your email address will not be published. communication and effective feedback, Non-verbal Communication – non-verbal As part of your preparation for interview exercises, and especially role play, it is essential that you know your level of EQ and how it relates to the competencies of the role. google_ad_slot = "0359698703"; /* 728x90, created 11/02/08 */ Do not forget to allocate enough time so that the final few minutes are dedicated to drawing the discussion to a close. You need to quickly identify the key issues presented in the exercise brief and decide the best tactics at your disposal to attain the objective set.