Watch as she and Brandon Laws role play an issue that came up in their work. 1. Diversity, Equity & Inclusion Resource Center, Enable the Transition to Leadership for First-Time Managers, Enable the Transition to Leadership for First-Time Managers Executive Briefing, Enable the Transition to Leadership for First-Time Managers Storyboard. Role Play Scenarios. Role Play 2The Disgusted Coworker. If you've acted in a way that is . A mysterious odor in the workplace. Type: Students with Disabilities (Not to be disclosed to RA-in-training) Prompt Read to RA-in-training: Direct Report: You have a job offer from another company for a lot more money. Found inside Page 74Ask them to role play the upcoming conversation and discuss immediately after the role play any emotions the clients experienced. For example, they may say during the role play, I really appreciate the training opportunities you have Use the Starter Phrases for Reflection as a resource to brainstorm ways to start a variety of conversations with staff about their performance. This role play scenario covers a difficult conversation regarding a project failure. Role-playing on-the-job scenarios help to train and to assess an employee's ability to cope with both typical and difficult clients. Provide the NDC DISC feedback and process handouts to your team and review the steps in the process. Found insideRoleplaying scenarios involving difficult conversations with children with the help of trusted friends or colleagues can be an enlightening practice for helping teachers to discover areas of ignorance or insecurity around these topics. To unlock the full content, please fill out our simple form and receive instant access. The four role play scenarios cover difficult conversations about: Practice with the role play scenarios will help managers with their confidence and application of the difficult conversations framework, including preparation, the EASE model, and how to follow up. For example, suppose you're expected to be a sound negotiator. Please listen and observe again and notice the difference between this meeting and the first one. Engage in the Difficult Conversation (5 minutes each) 3. You were frustrated or maybe they were. 1. Prime. Use this activity to build your own conversational skills to support your professional practice. After each one, debrief with the whole group: This is great for performance review season, so people can learn from their peers about different approaches (and pitfalls to avoid!) The practice recipient should play the part, but shouldnt go over the toptry to make it as realistic as possible, to help the feedback-giver get some good practice. This is a tricky one. Found inside Page 431 for information-based scenarios but used professional interpreters for difficult conversations and procedural consent. The curriculum included didactic lectures, practice with simulated patients, and socio-cultural seminars. worldwide using our research. 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. If you are playing the role of the team member, carefully read the scenario below. To be effective, educators utilizing role-play must help learners set realistic goals and know when and how to provide feedback to the learners in a way that . Use each scenario as a starting point for discussion of the challenges contact tracers may face . Traditionally interviewers would have to rely on asking the candidate how they would respond in fictional situations, but now with assessment centres, the employer can actually see how you perform for real (well, simulated reality). The observers goal should be to give solid feedback to the feedback-giver, to help them deliver excellent (actionable, specific, productive) feedback in real life. %%EOF You agree with your teams priorities, but you want to make sure youre not shipping a low quality or partial experience for our users. oh never mind. Role Play Scenarios. Identify the performance issue: see scenario page including i.e tardiness, missing project deadlines, withdrawing from work, work with multiple mistakes, less engagement, performance issues, behavioral issues and not taking responsibility for mistakes. Have students count off 1-2, 1-2. hb```Vz~g`f`B7BB{1tt H C1C(G,{[byii@YUNB0 .m 3. Found inside Page 149These are always difficult, but they can be made easier if people have had the opportunity to practise these skills in circumstances that are not heated or real, by role-playing specific types of scenarios and practising how people Talk about what makes the scenario difficult. Found inside Page 148Application considerations of role plays: Benefits Flexible to a variety of needs Provide an authentic learning experience In general, caregivers can rehearse difficult conversations with the aim of empowering them to negotiate the Provide the NDC DISC feedback and process handouts to your team and review the steps in the process. when having difficult conversations with their direct reports. Start the conversation as the difference in your perspectives and listen carefully. Language point: expressions to use for getting angry. could have done to be more effective at that step in the conversation. How to Handle Difficult Conversations with Employees: Ideas and 10 Examples. Consider the risks to having the conversation, and the consequences to not having the conversation. That they've seen the signs of our discontent or frustration. He responds with: "It's just that your stupid mutt . The feedback-giver should instruct the recipient on how they should play the part. Contents How to Have Difficult Conversations in the Classroom -- 3 . Pass out the ROLE-PLAY GRAPHIC ORGANIZER worksheet and encourage students to follow the instructions to complete it as a pair. Your teen might not always know what to say, but learning social cues can help. Ask six folks to practice giving/receiving feedback at the front of the room, so that the rest of the managers can see different styles and approaches to giving feedback in your group. ), but I was able to handle it much more productively having practiced. This can be direct, focused and immediate as you complete a scenario. oh never mind. You say what needs to be said, you speak truth to power, youve made a huge impact on how much the team has been able to ship. Will the real-life recipient get defensive? Each person will role-play a different scenario. Recall the full intensity of your feelings and thoughts about the person or people involved in your example. I don't want to cause trouble." You wonder if your dog got into his yard and dug up his flowers again. Found inside Page 484 plus 4 brief related lectures Animal laboratory High-technology infant mannequin Role-playing difficult conversations, facilitated by faculty Virtual 33.11 Control area for complex scenario, involving multiple participants Found insideNot only could the children not play at pretend violence, but they were subject to pretending to be potential for how to have difficult conversations with children and use their play as a site for dialogue and joint sense-making. The survey also found that the four most difficult conversations were all work-based scenarios (see below); personal topics such as sex and money come further down the list. Practice with the role play scenarios will help managers with their confidence and application of the difficult conversations framework, including preparation, the EASE model, and how . It not only stimulates real conversations that help a customer with their concerns but also teaches them how to tackle a difficult situation seamlessly. Sample Scenarios Each small group of 3-5 will have a scenario and will be asked to consider: What could make this scenario difficult for each of you in the group? Managing difficult employees is a challenge most in HR will face from time to time, and a negative attitude does nothing for team morale. The observer should write down notes as they practice. The assessment centre is a great way to assess how you deal with difficult situations and awkward encounters. mentoring scenarios and identify the types of questions you would or could ask, in your role as a mentor. Its time for you to get a promotion. Youd like to stay at this company if they can match the other offer. They played the role so well that I found myself at an impasse, or teary, or angrybut these managers had excellent feedback for me each time. Prime. Here is a quick exercise you can do with your team using our NDC training materials. 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. Over time, practicing the feedback helped me to hone the words that I needed to say, and avoid the potential traps my teammate would create. 1. 3. They teach that in any difficult conversation there are actually three levels of conversation going on. Of course there were surprises in the conversation (you cant prepare for every single potential! Difficult People-- Scenarios #1. Bob Peter Culture and Engagement, Leadership, Personal Development, Teams, Uncategorized. The use of role-play in small groups is an important method to help learners cultivate the skills required to engage in nuanced, often difficult conversations with seriously ill patients. Have them play the role of your counterpart in the difficult conversation you are re-enacting. These guidelines will help you understand the role of the Observer and how to feedback at the end of the role play. Case Studies in Difficult Conversations: How to resolve common conflicts for grad students in the sciences These case studies involve real events, but the names and some details have been changed. conversations in the classroom through small and large group discussions, role plays, case studies, and demonstrations of new techniques with opportunities to practice them. Poor hygiene can have a negative effect on clients, customers, and co-workers. The first of the crucial conversations training exercises helps you understand what a crucial conversation is. Ground Rules for small group discussions: try practicing the strategies that you brainstormed. Apply It can be helpful to prepare yourself for conversations about classroom observations. We will give them another chance. Found insideThereis no prescribed format or frequency for these conversations, and managers don't complete any forms or use any and other difficult conversations through lectures and role playing, where they practiced challenging scenarios. Then, with a colleague, role play how you would engage in the conversations. 1. endstream endobj 214 0 obj <>/Metadata 6 0 R/Outlines 10 0 R/PageLayout/OneColumn/Pages 211 0 R/StructTreeRoot 33 0 R/Type/Catalog>> endobj 215 0 obj <>/ExtGState<>/Font<>/XObject<>>>/Rotate 0/StructParents 0/Type/Page>> endobj 216 0 obj <>stream What can you do to make the conversation effective and easier for both parties? A parent finds out that her daughter is having issues with bullying. Found inside Page 135This role play will work particularly well if you have given people a model to work with. If this is the case, your observer sheet should be tailored to reflect your model. The difficult person in the scenario, the photographer, Difficult Conversation Role Play Scenarios Apply. Many managers - and employees - break out in a cold sweat when they hear the words . In that case, you may be asked to participate in a scenario where your negotiation skills are put to the test with a difficult customer. 234 0 obj <>/Filter/FlateDecode/ID[<51E20E726CB28A40961C3171B67DF46C><71FBAD78BFB90C44BEC533863424B205>]/Index[213 44]/Info 212 0 R/Length 98/Prev 38628/Root 214 0 R/Size 257/Type/XRef/W[1 2 1]>>stream (Take a guess at what you think has him so angry.) Feedback is an essential element of role-playing and scenarios. Role-playing common teen experiences, like asking someone on a date, is really helpful for teens who struggle socially. You need to deliver this feedback to your report. mentoring scenarios and identify the types of questions you would or could ask, in your role as a mentee. How to respond to 16 tricky customer service scenarios. Full interview role-play with an experienced contact tracer playing the role of contact while the student uses the locally developed script to practice interview skills. Last Revised: June 21, 2014. These scenarios were generated from real life stories that happened to us or people we know. Many people avoid difficult conversations in the workplace because it makes them feel uncomfortable. A tardiness issue. Your dad told you to clean up your toys, but you're having fun. conversation alive.) Navigating Difficult Conversations20-min team exercise. Facts and logic should override emotion and blame. Her bad behavior continued, and finally I talked with some more experienced managers about what I should do. Role play. Direct report: Youve checked off all of the boxes on what it means to be senior. Below are work place scenarios that might warrant a difficult conversation along with suggestions on how to get started. Suggestions for how to use the following scenarios include: 1. Book your free consultation now. 3. Found inside Page 34For example, we recently added a workshop to our first seminar on Having Difficult Conversations where students role-play specific scenarios that require skillful and courageous communication with various school and district You don't want to . Pass out the ROLE-PLAY GRAPHIC ORGANIZER worksheet and encourage students to follow the instructions to complete it as a pair. Found inside Page 5If you suspect that a particular topic or activity may lead to difficult conversations or controversy, Skills Practice Many of the activities depend upon one or more of the teens taking a leadership role or guiding the group process We often make excuses to avoid difficult conversations, for example: "I don't want to hurt anyone's feelings" What went sideways? Your skill in handling these conversations directly . One of the other managers would play the role of my teammate, and I would practice giving the feedback. The Agitated Waiter: When a patient has been waiting 15 minutes and appears anxious or annoyed, this is a great time to take control of the situation and . Following are a variety of scenarios we might encounter in a community college classroom. Role-play 2: Generative conversation Facilitator: Ok, thanks for your input. Role play exercises. There are also times when it is important not to engage in a difficult conversation and let it go. Also known as 'Real Play', critical conversations usually occur in small groups. Try to remember that there After reading the scenario, use the . Shut down? Difficult Conversations Role Play Scenarios (Failure) Practice with the role play scenarios will help managers with their confidence and application of the difficult conversations framework, including preparation, the EASE Model, and how to follow up. It takes practice and preparation. Found inside Page 89Group Discussion: Difficult Conversations (Coworkers) A hallmark of the cases in this section is the idea that some conversations can be both Using the scenario described in Counselors Unite!, role-play possible outcomes. For more information, check out . People call in with questions that would be really easy to turn into role play scenarios. Stakes are high Emotions are high Opinions Vary . Consider these guidelines for addressing this type of issue: Be tactful but direct. [Tilt view silhouette: iofoto via Shutterstock ] I tried to have a hard talk with her about her behavior, but it went sideways. 2. Sometimes the managers would play my role, and I would play the part of my teammate, so I could see how they would approach the feedback differently. No more resentment, unmet needs or hurt feelings. Here are three scenarios and patient-friendly responses to get started on developing scripts and preparing to turn a potentially negative interaction into positive partnership-building dialog. It will make you more assertive at work and home without feeling outside yourself. There are a number of reasons that make certain conversations difficult and an easy conversation can become a difficult conversation very quickly. John and Mike work in the same department. 1. In classroom settings, race talk is often uncomfortable for trainees and instructors alike. A co-worker has the annoying habit of [blank] and you can't stand it anymore. The preceding difficult dialogue displays a prime example of a trainee, in this case a White female, attempting (most likely unwittingly) to sidetrack the conversation from the topic of race to gender. John and Mike do the same job. The framework allows for open, clear and concise communication. Found inside Page 48(C) TWO: In pairs, students practice soft start and soft end difficult conversations. Have students brainstorm times up in pairs to role-play one scenario each using the soft start and soft end method. (D) OUT: Have several pairs As an Observer, your role is crucial in helping the other role players understand what they did/ said, and how they might change their behaviour as a result of the role play. You did exactly what the career ladder says the work is of a senior person. Grab a conference room for an hour and invite all the managers in your organization. Note: Try using these role plays on a really hot day. Dont say always or neverits a trap., Remember to put the ball back in her court, and make it clear what the next steps are., Dont list out every specific example; keep the conversation focused on how the behavior needs to change. They debate ad nauseam each project, and youve heard from the rest of the team that this person is slowing them down. A crucial conversation is a discussion characterized by high stakes, differing opinions, and strong emotions. Thinking through difficult decisions now can help calibrate your child's moral compass and provide guidance for real-life situations. 256 0 obj <>stream That they know we're unhappy. When it comes to handling difficult conversations with employees - whether those be about performance, discipline or personal issues - there are a few steps you can take to avoid the dread of initiating these conversations. Invent options to meet each party's important concerns and interests. Difficult Conversation Scenarios: Few of us are naturals at successfully initiating and engaging in a difficult conversation. action cont. Create fake scenarios (or use the ones below!) Purpose: Teachers often are hesitant to raise topics such as racism, sexism, economic injustice, and heterosexism in the classroom because their training has not prepared them to handle the issues and exchanges that may result. Found inside Page 93These role plays were designed as a hierarchical gradient, first in nonsexual scenarios and then in progressively more develop new strategies for handling emotions that often accompany difficult conversations with romantic partners. Too often, we assume they know the problem. Found inside Page 167These role-plays involve an examiner and a student engaging in a verbal conversation around particular scenarios. This aspect of the curriculum was selected as it is an area that is difficult to learn from a text book or classroom Don't decide upon a solution -you don't know enough yet. Discuss the following ideas: - Was it more difficult controlling the content of the meeting or the atmosphere of the meeting, i.e., sending the right body language . They have the same job title. You can also discuss the situations with colleagues to broaden your point of view and options. In this post, we'll list a few of the most common role play scenarios to review with your service team alongside some example role play scripts that your reps can practice with. Difficult Client Conversations Discussion Template . Toward the end of the procedure, the nurse notices that Mary has turned blue and stops the procedure. Participants support each other to examine their scenario with constructive feedback and strict confidentiality. ask the faux manager how it went, and if they would do anything differently, ask the audience what skills they saw the faux manager using, ask the faux direct report if they have feedback to share with their faux manager. Give teams about 5-7 minutes to practice each of the role-plays. Role Play Topic: Ordering and eating food at a restaurant. . The questions and conversation-starters in each scenario aim to open the conversation between the mentor and the mentee. Found inside Page 82Breakthrough Techniques for Handling Difficult Conversations at Work Richard Gallagher This is because approximately 99 percent of the time we role play this scenario, the other person responds by saying something like, Gosh, 2. Found inside Page 43 them when activities are difficult or creating frustration. Strategies for communicating and interacting with the campers should be discussed and role-played to simulate cabin scenarios. Figure 23 includes a peer training model. Review and practice common role-play scenarios. Give them up to 6 minutes for each practice conversation, then call time. Think about how you would respond to the following difficult conversations. What should they avoid doing? Manager: Your direct report has asked for an enormous raise. Found inside Page 295been used to help healthcare providers practice and be evaluated on their communication skills in delivering bad news. in three scenarios, each starting with a simulated resuscitation and followed by two conversations with an actor 2. Collaborating with HR can be hugely beneficial in helping you to separate the emotional side of the situation from the logical one. Sometimes it is helpful to think about how you would react to a situation before you actually encounter it. playing the employee. Found inside Page 117I believe this is due partially to students being unsure of how their skills will hold up in real-world situations as opposed to somewhat tough but theoretical role-play scenarios. Providing real-life experiences and opportunities to Facilitating the Difficult Dialogue: Role Plays. Breathe "The more calm and centered you are, the better you are at handling . Found inside Page 144New confident minds concept: Finding humour in difficult situations One way to keep things playful during difficult Alternatively, you can use the role play scenarios to start some conversations and do some problem solving. hYm6+J|)XM]&AZl7)%{"p8|HdE&U)G\I]dIj42fiuV*E*=d,TL"S6Fd*he#3#ZtvdeoIem%E{*UDr|a O*D$xxVM~yYme".}w|2&iM&nvflfilg}4c2|^mFGEaiiWflQJ"OL7e{yr_>B(C7b6~1y^|\_zlMh_Gr?&i?LA)q[g|6e4a*j;l~85L[ x$a|}z=yl~,KqfcH3xxG9Ooiw[&5tK*wq*&G^rw_X&)wwE4yXnryyknhuofm{dpY=CB]8G1&Xh|M0("RReYSr1s`>XEczb}~v{Nc}{`14'_|J5 4!q +hwwdvq'}p0"/LY-+s|CsQ]`!-f':9`\T:Ash>QCoEGl%U"LVSc`=/cW'kX. Step 1: Decide to Start Talking (& Start With Your Boss) For many of us, the first tough conversation we need to have when we're ready for change is with our direct boss or leader. 213 0 obj <> endobj Found insideSuch role-play scenarios make participants aware of different perspectives, often reminding them of difficult, long-forgotten conversations they have had over the course of their own career. In their feedback, seminar participants 1. Otherwise the talk could get derailed about the specifics of each and every example.. Write your frank and honest story here. Scenarios Share the following scenarios with your audience. Found inside Page 38About 20% of the Chinese participants were from the same company as the ones in natural conversations, and 80% had to be recruited from the other company. 3.2.2.2 The design ofthe role-play scenarios In order to examine the eflect of Pay packets - 33%; Inappropriate behaviour in the workplace - 31% Some employees are inherently incapable of behaving in a constructive and professional manner - put simply, a negative attitude is a part of their character. Navigating Difficult Conversations20-min team exercise. Everyone prepares for their Difficult Conversation and reviews the statements they will make when they play the colleague for a peer (5 min.) Rather than asking people to play set characters, the participants will play their own difficult person. "A difficult conversation tends to go best when you think about it as a just a normal conversation," says Weeks. This post originally appeared in my newsletter. Use these role play scenarios during difficult conversations manager training to supplement the training content and give managers the opportunity to put what theyve learned into action. Found inside Page 287Practicing your toughest conversations first, as a role-play, is a terrific thing to do with your daughter. She asked Roma and her ally to act out different scenarios of confrontation with their tormentor, Jane. You don't know the answer Suzi Alligood demonstrates how to give an employee constructive feedback at work. Role Players: In this scenario the role players come from within the training group. 2 minutes each. Crucial Conversations Training Exercise 1: Your Crucial Conversations. endstream endobj startxref I don't want to cause trouble." You wonder if your dog got into his yard and dug up his flowers again. 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. When you are done, switch roles and role-play the second scenario. Found inside Page 130 and coaching are extensions of communications skills and may require ability to engage in difficult conversations. In addition to role-playing and use of video to explore effective coaching conversations, examples of data The book is primarily aimed at difficult conversations in your personal life, and there's a concept out of it that I find particularly helpful for understanding some of the really difficult conversations at work. You'll get a sense of the skills required for the role and what the role-play scenario may entail. But she rarely acted out when I was around, so I found myself struggling to give this teammate feedback. Prepare to Act. A project failure. Following are a variety of scenarios we might encounter in a community college classroom. Asking for a pay increase; Being micromanaged Playing music too loudly. Initiators should be sure to videotape the role-play and debrief. The four role play scenarios cover difficult conversations about: A performance issue. The tricky 10 - britain's most difficult conversations occur in the workplace. Found inside Page 70Appendix 7.1: Role-Play Scenarios for PracticeInitiating Conversations can be helpful for school personnel just beginning to structure role plays Keep in mind that performing in front of others will likey be difficult for students. Practicing difficult conversations and feedback helps you be a better manager, but the real reason you should do it is to fully support the person on the receiving end. . The importance of feedback during role playing and scenarios. Ask personnel to write down a variety of their experiences on individual slips of paper and collect them all in a container. Her parents, Bill and Beth, accompany her. Create fake scenarios (or use the ones below!) Found inside Page 111Role playing or practising difficult conversations can help (you can do this alone in your car if that helps). D E F G H I J Another tip is to make good use of supervision by exploring the more challenging scenarios that you have to Role Play Ideas For Students 1: There's A Fly In My Soup. At Peers and Players, we are passionate about this process and the positive effect it can have in the workplace. He responds with: "It's just that your stupid mutt . Manager: Your direct report is hesitant to ship incremental improvements to the user experience. Here in this blog, we will talk about some of the most common role-play scenarios and how can a CSM leverage them. John has worked at the company for a long time. Found inside Page 196If you 're faced with a complex problem that seems overwhelming even after some initial factfinding. then see ifyou can break it down into Work through a couple of different scenariosyou can even role-play difficult conversations. Found inside Page 100Role play This is an interactive learning Role play is often used to develop skills relating to Not everyone is comfortable with technique where students communication , difficult conversations , professional role playing and this might Praise your residents' academic success through programs and conversation: ask residents how they want to be recognized (some wish to be, others do not). Pick one person to practice giving real life feedback. Warren Buffet says, "It takes 20 years to build a reputation and 5 minutes to destroy it.". on pages 3-4 to reflect and prepare for the conversation with your partner (the client). Plan your opening well; but do NOT script the encounter. He is very vocal. 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