You will then role play a 20 minute meeting. For every scenario, Nov 29, 2018 - Through strategic role-play and preparation, this activity will provide students with the key tools they need to effectively communicate. Description of Activity Tell participants they will have a chance to solve a conflict peacefully, with no violence. Scholastic. A short extract from the Diversity Challenge a Skill Boosters video and e-learning training resource from Inclusive Learning. It was the 15th minute of Kevin explaining to an angry customer the delivery rules. Three role-play simulations below focus on the mediation of values-based disputes and alternative dispute resolution.They are now available with Teaching Notes and an Annotated Bibliography from the Program on Negotiation Teaching Negotiation Resource Center.. Each game provides an opportunity for students to explore how mediation might be used to address values-based and identity-based . Next, come up with a plan to deal with the problem by talking with the other person (s) involved before the tension grows into something unbearable between you. For any team that strives to attain its goals, conflict is inevitable. Workplace Scenario Cards: 5-minute icebreaker activity 1. Grade Level: Upper elementary, middle school, and high school. Persuasion. Role-play: Traveling. Candidate has 15 minutes to prepare for the meeting with you in your role of Sam Brown, Assistant Manager. The customer asks you to bend company policy. It's necessary to talk to employees in a safe and private environment to have an honest conversation. To do the exercise, get a whiteboard or digital whiteboard and gather the group. Conflict Resolution Role-Play Script Directions: Please read and select a case scenario, which can be located in lesson 8.6. The first and last interview in any serious investigation should be the accuser. 7 days for free. 4. Mary did not receive the promotion she felt she deserved. Problem Solving. Managerial Skills. Pick one scenario and read it to the class. After the conflict has escalated, use REDUCING behaviors to successfully . Allow your role players to play different parts. Convey to the person that you understand that it makes sense that they would feel frustrated. If you have an odd number of students, you can do one group of three--but this activity works best when the conflict scenarios can be simplified to two distinct sides. Want another example of role play script? Remember, it is not important whether your decision or their feelings are right or wrong. 3. Distribute role-cards and matching ribbons and let students stand up, walk around and get to know one other. Conflicts. Each student could prepare for his or her role by filling out the Character Sketch Worksheet (found on page 5 of this PDF document). A female employee is several months pregnant and applies for a new position that has become vacant. Begin your class with a quick 5-minute workplace scenario challenge. See more ideas about social skills activities, social emotional learning, coping skills. To develop a proacticve anti-bullying action plan. The first step is to calm down and accept the reality of conflict. The last one asked the same questions in different forms, but the answer was the same. One side should have a simple happy face and the other a sad face. 2. The teacher is striking the hand of a student with stick. These guidelines will help you understand the role of the Observer and how to feedback at the end of the role play. 2. Keep it simple so that your employees will remember the message, but add enough detail that a real conversation can ensue. Talk to people involved privately. It usually involves candidates being given a scenario and asked to role-play it out. These role plays scenarios depict real-life situations and provide an excellent way for the participants to learn . The curtain fells. 1. Procedure. Students without role cards should be asked to observe the players closely so they can even eavesdrop on some of the conversations. Workplace conflicts are very common; there are very few offices where all the employees get along. By guiding both conflict resolution and cooperative problem solving in the same process, solution building for any decision, issue, or dilemma becomes a combined effort. Step 2. You describe yourself as having high expectations for kids. Customer service scenario 10: Release The Kraken Manager. This simple, three-step formula for conflict resolution works well for conflicts involving values and intense emotions. Scenario 1 You get off on the wrong foot with a new coworker This causes tension and conflict among the employees at the restaurant. . conflict among the cooks. Although differences will occur, the outcome doesn't have to be negative. Individual conflict is defined as a role conflict where there is a conflict revolving around roles. For most of the role plays in this toolkit we have included 'Observer Checklist' Place the issue in a circle at the center of the board. Calm Down. Gather all relevant information from both sides to acknowledge their perspectives. SAMPLE ROLE-PLAYS FOR MEDIATION (Assume all conflicts can turn into fights.) Role-play simulations foster both individual and collective learning that can be transferred to "real world" situations. Role Play Coaching Exercise Role Player's Brief - Sam Brown Role Play Coaching Exercise 1. The candidate has been asked to keep their preparation notes and any notes taken Oct 27, 2020 - Explore Syarifah Nur Syahirah's board "Role play scripts" on Pinterest. Role play gives everyone an opportunity to practice these skills when the stakes and pressure are low. Work on building social skills, including conflict resolution skills, with your counseling students through this fun role play activity. It will allow your . Language point: expressions to use for getting angry. Step 4: Validate. Distribute the cards to pairs or small groups and allot students time to create a role-play of how they would resolve the problem on the card. Conflict in the workplace is: (a) avoidable, (b) preventable, (c) necessary, or (d) all of the above. It is easy to set up and run a role-playing session. End a role play when a conflict has been resolved peacefully. These worksheets, by contrast, teach pathways to win-win outcomes. 1. Please read them beforehand and choose appropriate role-plays. Check out Tradeshow Basecamp ! a guide to having profitable sales conversations at trade shows, exhibits and more. Step 1: Engage with the other respectfully Respect is an attitude shown through specific behaviors, such as how you look at the other person, how you listen, your tone of voice, and word choices. at work. Make a clear and concise outline of the conflict you want your employees to play out. In your script, be sure to use specific behaviors to first ESCALATE the conflict. With role play practice, you can be prepared for conflict when it is real and . 2. You can use these, improvise on them, create your own. Student A borrows Student B's favorite pencil and . Role play is a great way to engage students who are working on public speaking, turn taking, learning compromise, and other social skills for school. 3. The customer purchases a faulty or incorrect product. Give the role players a specific situation and specific motivations. When you answer the phone, make sure you're making a good impression. Possible Extension: Instead of doing . Try to calm down the guest and solve any issues they have. Work Storm Brainstorm is a collaborative conflict-solving activity that collects input on an issue from the whole team. Julie thinks Alice is using up too much space in the locker they share. Social Work Worksheets. To unlock the full content, please fill out our simple form and receive instant access. This has been escalating for a few weeks now and has resulted in one of the team members speaking aggressively to her colleague in front of the whole team. Have students count off 1-2, 1-2. ROLE PLAY SCRIPT - Customer Dispute Role-Play Scenario Customer Dispute - Role Play 3 Team Member Opening Opening You Customer Discuss and define the problem You SITXCOM005 Manage Conflict_AT1_Roleplay Script Template. Sometimes the managers would play my role, and I would play the part of my . We'll also It will help to follow the five steps below. Step 1: Identify the Situation To start the process, gather people together, introduce the problem, and encourage an open discussion to uncover all of the relevant issues. Another lady is employed in a retail position. Identifying the source of the conflict enables you to understand how the problem grew. George decides to talk about the other cooks with the waitresses. Have available a large sheet of paper, a board, or a smartboard. The teacher sits at the back. Conflict Resolution: Clarifying Desired Outcomes From A Conflict By University of Wisconsin - "One of the key challenges facing people who need to work through conflicts together is a lack of clarity about what they need. Step 1. Mike says he is doing all the work but Tom says Mike is too bossy. Materials needed: Make a two-sided stick mask. Conflict Resolution Steps for the Workplace: A Summary. Ask for volunteers to act out the scenarios. A 'bad role-play' could include: being hostile or aggressive towards the target person not listening to what the other person is saying - not giving them room in the conversation using humour inappropriately Encourage participants to use examples from their own experience of situations where they would like to develop intervention skills. 3. Using the conflict escalating and reducing behaviors learned in class, create a script for your scenario. Explain the role playing activity. The role play is between you and the driver (assessor). Explain the expressions when required. Subjects: Character Education, Classroom Community, Life Skills School Counseling . The idea of winning versus losing is removed, and a win-win outcome negates previous conflicts. She is told the company wants someone more dedicated to the job. . Note: Try using these role plays on a really hot day. Mike and Tom have been assigned to work on a science project. The customer calls, emails, or messages, your service team. Influencing, Persuasion and Negotiation are all important skills that a person, who wants to climb up the corporate ladder, needs to have. Role play is a common assessment center activity. You are very polite and you can deal with annoyed guests. Conflict Resolution Scenarios Conflict Role Play Conflicts in the Workplace: Sources \u0026 SolutionsCustomer Service Role Playing 5 Types of Conflict in the Workplace and How To . other role players understand what they did/ said, and how they might change their behaviour as a result of the role play. Also, consider how the other person might view the conflict. Conflict in the workplace is an exercise in persuasion. If a conflict gets stuck without resolution, you may ask new volunteers to try it, or open the scenario for a group discussion. Using the steps for conflict resolution, find a solution for one of the problems located on the activity page for this lesson. More than 200 role-play simulations are available through the Program on Negotiation Clearinghouse. . 5 Scenarios Counting as Workplace Discrimination. It's simply recognizing the information . 1. Categories: Emotional Intelligence, Negotiation Strategies and Tactics 2. Time Available Individual preparation time: between 15 and 20 minutes. The customer is causing a scene, threatens legal action, engages in name calling and is being unreasonable. Coaching Role Play Scenarios: 3) TEACHER WITH DEFICIT MINDSET Description: You have been teaching for 3 years in a community that is different (racially & socioeconomically) from the one that you were raised in. They're here, so you can practice various difficult situations before they occur to avoid getting caught off guard. ROLE PLAY - SAMPLE (Participant) Goal You are a group leader in the Logistics Department and need to have some serious talk with one driver, who just had a truck accident. 2. Rewriting the negative performance review script: 4 examples Supervisors are more successful in performance reviews when they use clear, nonjudgmental language that focuses on results and behavior . Scenarios :Influencing Skills. Note: You will need to devise a role-play or script for the 83k followers . Directions: Each group will be assigned one of the role play scenarios below. You are used to quality service and luxury, but this hotel doesn't offer it. B1: You are a wealthy businessman staying at a 5* hotel. There are three types of conflict as identified by Finkelman and these are individual, interpersonal and intergroup and/or organizational (2016). In the example of role play script that follows, we demonstrate how to use the Five Easy Steps strategy to have profitable sales conversations. Conflict resolution in the workplace includes making your team aware of their important contributions. You could also show it on a document projector. This can be with another candidate or with an assessor. The customer is delighted with their brand experience. Social Thinking Activities. A successful workplace investigation starts with a plan. Role play is used to assess candidates' skills such as communication skills, problem-solving skills, and teamwork. At the end of the fact-finding comes, inevitably, the report. First, we must understand what is a conflict. Your employer has caught you numerous times texting during work hours. And report writing can. 1. Try this scenario with Dashly saved replies. Secondly, let your student role-play some of the role-play situations (scroll down). 3. 4. 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. These put participants in hypothetical situations and challenge them to deliberate and make decisions in new and different ways. learning about conflict resolution, or learning about how to work things out peacefully without fighting, running away, or going against your own beliefs, can keep your safe from violence, make you feel good about yourself, and help you learn to respectothers. There is a strict policy which prohibits texting during work hours. 1. First, go over the expressions in the below handout for raising an issue with a coworker or superior. A Role-Play Activity to Teach Conflict Resolution | Choices Ideabook. As a result, and The customer needs to be transferred to another rep. their role-play. These steps are: Icebreaker Quick Intro Lead Interview Next Steps Disengagement Use the five-step conflict resolution techniques and communication skills to resolve the customer dispute. improper use of resources, health and safety issues, conflict of interest or other kinds of wrongdoing. It is no secret that internal conflicts can create deadlocks that cause costly delays and productivity problems, so having a script that helps leaders resolve problems quickly and take an active role can go a long way for better conflict resolution. She decides to deliberately instigate a work slow-down which in turn casts the supervisor in a bad light. Divide Students Into Pairs. You have to answer the phone. Because of this, conflict resolution is a necessary component of the workplace, and those in a leadership position must be skilled in conflict resolution techniques. Every unaddressed conflict wastes about eight hours of company time in gossip and other unproductive activities, says Joseph . 2. . Either a disagreement over roles or team members acting critical of another member for what they . 2. Prepare to Act. Conflict Resolution Role Play Scenarios. This helps students better understand the Role-Play Activities This document contains guidelines on how to struc-ture student role-plays as well as two sample role-play scripts that students can . Get students into small groups to discuss the workplace scenario, key questions and various points of view. Phase I: The leader of the Role Play tells the meaning of the first and its importance in emergency situation. The student expresses her hand joint pain to her class mates who applies a thin layer of ointment and wraps an elastic band age around the hand and when the afflicted . Customer service role play scripts aren't meant for learning by heart. Next, write the desired result or results. or ask the children to come up with conflicts rea made up. Role Play Acting out a pretend or real conflict with others through a technique called "role play" is one method of developing conflict resolution skills. Watching or reading sales conversations in action is a great way to learn how to sell! Online Activities. Consider following these steps to help you manage conflict in the workplace: 1. It occurs in every organization. (You can prepare role-cards for the observers, too.) Student A pushes in front of Student B while (s)he is waiting to drink from the water fountain. She has a disability that limits the weight she can lift. Activity Execution. Access the online course now at. Objective: To learn the terms victim, ally, bystander. Conflict is a natural and normal feature of the workplace. 2. A variation of this game involves speaking progressively through the alphabet, with each player beginning their sentence with the next appropriate letter to avoid elimination. Try to avoid calling the manager. Workplace conflicts happen everywhere, and ignoring them can be costly. If you want to improve your leadership qualities or schedule conflict resolution training for your employees, give us a call at 833 ROCK SPC (833-762-5772). Additionally, we also offer workplace investigations and training services to discover the roots of common workplace conflicts - then work toward eliminating them. The best peer mediation role plays situations are those already familiar to the students. 1. Conflict Resolution Role-Play Cards by Elizabeth Tucker 4 $0.95 PDF Print, cut, and laminate this set of conflict resolution role-play cards. The customer wants to speak to a manager. What they expect regarding how those needs are met at the workplace, and the relative priority of these expectations, is at the heart of this exercise. Finish the Story In larger corporations, departments occasionally become stagnant as they complete the same tasks using the same strategies every day. Use this list in conjunction with the Manage Conflict Constructively Facilitation Guide as part of . A1: You are a receptionist of a 5* hotel. But she rarely acted out when I was around, so I found myself struggling to give this teammate feedback. Evaluate the situation The first step in resolving conflict is assessing the situation. A Role - Play Activity to Teach Conflict Resolution Role - Play ScenariosExercise 15 minutes 21 Active Listening TechniquesDiscussion 10 minutes 22 Using the Three Rs of Conflict Management 10 minutes 23 Exercise from the Book Managing Workplace Conflict Break 10 minutes Show Between You and Me: Solving Conflict Vignettes 45 minutes* 24. The work environment was becoming less and less psychologically safe; the rest of the team had started to work from home more to avoid being yelled at by her. Scenario One: Workplace Conflict You are the supervisor in an IT Call centre where two of your staff members have not been getting along due to cultural differences. Eight Short Argument Role-plays Level: pre-intermediate - intermediate Aim: a speaking activity with emphasis on oral fluency; students role play a series of arguments that all take place on a hot summer's day. Body Language. These scenarios provide different practice scenarios for managers to gain confidence successfully resolving conflict. cultural awareness - script NARRATOR: In this program, there will be three sections: Cultural conflicts Points of view and Solutions After each section, you can pause the program for consideration CULTURAL CONFLICTS NARRATOR: In this scenario, we'll explore the importance of understanding other people's values. 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