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Role Play Scenario 14


​During your summer holiday, you manage a team who constitute a small company’s customer service team. The peak business period for the year is approaching and your department is starting to feel the strain. Staff morale is dipping, and people are beginning to question what they need to do, and how the situation will be controlled.

In this role play, you are to speak to your team about this.
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​Excellent Student Approach
1.         Introduction
2.         Open Questions
3.         Develop Rapport
4.         Address the issues known
5.         Identify any additional issues
6.         Summary and plan going forward

1 - Speak to the team as a whole, and inform them that you’ll be leading a meeting to ensure that the team is able to work effectively over the coming weeks.
2 - In the meeting, ask the team as a whole who has any questions about the next period.
3 - When answering questions, make sure that you appear empathetic and ready to help.
4 - Ensure that you address all issues raised by your team in the meeting, and equally that you address the general feeling of stress & lowered morale. Establish a formal target setting system, and with this in place have additional arrangements for each team member.
5 - Point out that you would like to speak to each team member individually after the meeting, and will then see if they have any private concerns that they chose not to raise during the meeting.
6 - Check that the team understands the plan, is comfortable with it, and has nothing further to add at the time. You will check in regularly with your team going forward, and be sure that they know you are ready to support them.
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