Sentry Page Protection
Role Play Scenario 27
You are working as a manager in a local shop. One of your employees, Cody, consistently leaves the till in an untidy manner, with items strewn over the area in which customers should place their goods.
In this role play, you may speak to Cody.
Excellent Student Approach
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 Cody and ask them to meet with you in private.
2 - Commence with an open question or statement, that will let them address the issue themselves. An example might be, ‘I’ve asked to meet with you today to talk about the till area. Do you know why that might be?’
3 - Be polite and don’t overreact. This is a relatively small issue, and one that can be resolved amicably.
4 - Explain that having the till area ‘messy’ makes it harder for customers to pay for their goods, that it makes the shop appear unprofessional which may lead to fewer sales, and that it means other employees have to tidy up. Ask if they have considered these factors.
5 - It may simply be that the employee has a relaxed attitude and has not considered the consequences of his actions - or, they may be intentionally unwilling to tidy up. Consider any other areas where they may be taking short-cuts; are they attending work on time? Are they appropriately efficient in their till management? If not, what are the underlying reasons for this; is further training required?
6 - Ask the employee to take care of the area in future. If they are unable to do so, and this is a problem of unwillingness rather than natural untidiness, then the issue will become more of a concern in future.