workplace conflict role play scenarios

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. You split up the tasks and begin your work. This causes tension and conflict among the employees at the restaurant. SCENARIO #2 One of the people you work with has heard some juicy gossip about another person and wants to tell you all about it over lunch break. Scenario #1 Michelle • Project manager –3 years on staff • Consistently hard-working, reliable and positive • Strong performer with great attention to detail • But… • Work has been slipping over past few weeks • Missed critical details on three separate projects • Not tracking due dates and following up … View Details Corporate Decision Making Role-Play: Drug Testing in the Workplace Joel Cutcher-Gershenfeld and Roger Winthrop Three-person employment mediation between a truck driver and his company's personnel director, mediated by an Employee Assistance Program representative, regarding a positive drug test; a four-person version also includes a union representative Difficult People-- Scenarios #1. (If you think students will need help coming up with conflict scenarios, use our COMMON CONFLICT SCENARIO CARDS to get them started.) You work at a bakery and a customer is upset because the cake she ordered is the wrong flavor. 5 Common Work Conflict Scenarios for Talent Management Leaders - Workology. Six Conflict Scenarios in the Workplace By na - Six scenarios on workplace conflict that might be useful to use on your own, or with attendees at conflict management seminars. When unaddressed conflict occurs in the workplace, it can reduce morale, hamper performance, and increase absenteeism. Procedure: Read through the scenarios below and with a partner discuss ways to deal with the issues presented. Pesky … “A Little More Time” Role Play Scenario Marketing VP Kimberly is preparing her 45-person consulting firm’s major proposal for a year’s worth of work … endobj 2 0 obj You get off on the wrong foot with a new coworker. If you really want to excel at customer service, we recommend role-playing a few common customer service scenarios with your team. Susan is a devout Christian who always votes … Mary did not receive the promotion she felt she deserved. Sometimes, the person who resolves a conflict may be a neutral party or mediator while at other times, they may be someone involved in the conflict who takes an outside perspective to find a solution. Scenario 1. They have to work together. endobj Mike is a new employee. As a result, and Catch the conflict early 6. Sharon fielded questions from the PowerToFly community about how to deal with a number of examples of conflict in the workplace. It can be fun if you’ve got some creative staff members! During the date, you run into your teammate, who starts flirting with your crush right in front of you. <>/Font<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/MediaBox[ 0 0 612 792] /Contents 4 0 R/Group<>/Tabs/S/StructParents 0>> Saved by Siyamcela Ntozakhe. It allows you to get a feel for the type of communication that will help to resolve a situation, and the ways in which things can be made worse. It is easy. George decides to talk about the other cooks with the waitresses. Misunderstandings, closed-mindedness, and passive-aggressive behavior all contribute to the following workplace conflicts. Customer Service Role Play Scenarios. Give the other person the benefit of the doubt 4. conflict among the cooks. So many conflicts in life are caused by a lack of or poor communication, and the workplace is no different. It leads to increased stress among employees, decreased productivity, and at worst, aggression or violence. You knew we couldn’t put together this list and fail to include office gossip, right? %PDF-1.5 Conflict resolution exercises Conflict Activity: Four Words. o^_����C����n����������i�]�nv[����P��V�Uw��g�2��h�T����Y]=������|Q�~���q~����������8gV5������G�K+��Qa>�:�[�U�2O)����~S�͇�����9�mM?�9U��z1���K�'a$�h��|��fu3� ~�xv����Xҹ�~�V��s�� . <> They ask you for help responding to a customer inquiry, but you refuse to lend a hand because you are working on a tight deadline and don't want to waste time. Workology Inc. All Rights Reserved. She decides to deliberately instigate a work slow-down which in turn casts the supervisor in a bad light. While the late delivery might not be your fault, and the customer’s attitude might trigger defensiveness, so the important thing to do is to apologize and assure them that you’re working on resolving the issue. Basic role-play means one person will act as the customer and the other will act as the employee handling the situation. This is true for both our personal and professional life. During the course of this negotiation role-play, participants learn to: Stabilize emotions, manage conflict, and solve problems Explore reality testing to help colleagues … Unlike John, however, Erica kept more to herself. Eyal Steiner, CPA, has over 10 years of experience in analyzing complex organizational structures as an intelligence officer, during which he researched the topic of workforce efficiency. John and Mike work in the same department. After all of the groups have performed their role play, give a mini-lecture on the topic of the day (management style, affinity-seeking strategies, conflict … When we do not get what we want or fail to reach a goal, we often blame others. He is currently the CEO of. SCENARIO #1 You arrive late to work only to come face to face with your manager who is upset with your tardiness. SCENARIO #3 You finally ask your crush out on a date, and he/she says yes. You respect your partner’s intelligence and are happy you were paired with her. Do not say anything you will later regret 9. ]Yq?u-�k������/˧��>���UXTW7����r� Sometimes it really isn’t our fault, but more often than anyone would like to admit, it is. There are many advantages of role play in the workplace, such as the fact that it allows people to empathize with one another, creating a more cohesive work environment. Do not assume 8. Consult company manual 3. 11 Scenarios to Help Teens Work Through Sticky Social Situations Posted on April 25, 2017 by Free Spirit Author Adapted from How Rude! 4 0 obj Have an open mind 2. To solve workplace team-related problems through identifying and negotiating interpersonal relationship conflicts x��[mo#��n��a�~���^���[wiS �55PA>Ȳl+���Np�����r��@�i�����!S]}����~X|�������â������0Y��? 1. ȗFk�Hw�½�jN|;v\�Z�s)��F!�����@Q^ؠ�w'k�����%O Prepare to Act. The customer is irritated and demanding a refund. You are talking and collaborating, It is only natural to assume: “of course we are on the same page!” The harsh reality is that both of you THINK that is the case, but very often you will take something different from the conversation. It also allows employees to practice making mistakes without having any serious consequences and gets them involved interactively in a lesson. Conflict Management Anger Management Classroom Management Management Quotes Management Logo Management Styles Business Management Management Tips Project Management. Think Fast. This is a short scenario about a conflict at work between a supervisor (boss) and employee. Free Download Ebook role play scenarios for conflict resolution at here. Susan and Louise work in payroll. at work. Management does not know Spanish and this creates communication problems. Erica started work on the same day as John. 14. It removes our own responsibility, and it feels better than looking at our own actions. Ask them to write 4 words down that they associate with the word “conflict” Step 2: endobj Site Design by The Spinbird Group. 3. Studies show that managers spend at least 25 percent of their time resolving workplace conflicts. One of her co-workers said, "Erica is a really nice gal. Conflict resolution is the art of addressing those differences and finding common ground that enables everyone to work together peacefully. How many times were you certain you covered the ground with a client, a customer, a colleague, or even a friend, only to be eventually disappointed that the outcome isn’t quite what you had in mind? When you keep that in mind it is easier to avoid that thing from happening to begin with, or fix it without hurting someone else. For jobs that require problem solving on the fly, role-playing games can be utilized simply to keep employees sharp. 3 0 obj You get angry and yell at your teammate. They have the same job title. Conflict Scenario #2: You are working with a partner to complete a major project. Oh, the Drama! Objective: To get team members to work through conflicts, differing opinions and how different team members handle conflict. You grab your date and walk away. The customer is causing a scene, threatens legal action, engages in name calling and is being unreasonable. Role-Play Scenarios Conflict between Teens: You tell a teammate about a guy/girl who you have a crush on. <> Listen carefully 7. 5 Common Work Conflict Scenarios for Talent Management Leaders, ← Predicting Bad Employee Performance Before It Happens, Corporate Culture & Fit Starts with Asking Your Current Employees →, No hay listas de palabras para Inglés -> Español…. role play scenarios for conflict resolution. Task: Step 1: Each team member has a pen and a piece of paper. She concentrated on her job and stayed in her area. %���� Cultural Conflicts. <>>> Creating and maintaining meaningful relationships means accepting this small fact of life. Your employer has caught you numerous times texting during work hours. Workplace Conflict Scenarios Objectives: Participants role-play various approaches to conflicts that might arise in the workplace. Now, let’s take a look at how these rules are applied to workplace conflict situations. We have all the information about our hard work, but much less than that about others’. You are not always aware of other people’s efforts. Have one member of each group draw a scenario out of the hat and act out a brief (2-3 minute) role play designed to resolve some kind of workplace issue. A customer ordered a product online, and they still haven’t received it after the expected delivery date. Every few minutes your partner seems to be looking over your shoulder. stream John has worked at the company for a long time. ® In a Jar ® : Prompts, Tips, Skits, and Quips About Social Skills, Good Manners, and Etiquette by Alex J. Packer, Ph.D. Engage personnel in an improvisational game that requires them to utilize workplace scenarios and terminology while … pop (Added: 22-Apr-2014 Hits: 15335 ) [ˆ˛H*�į�OkJ-��-ْl���� This role play enables both team leaders and team members to work through the discomfort of these situations in a non-threatening environment. Pass out the ROLE-PLAY GRAPHIC ORGANIZER worksheet and encourage students to follow the instructions to complete it as a pair. She made an effort to learn from others and listened to others in order to understand situations before jumping in with suggestions. John and Mike do the same job. Be sure the problem is resolvedThese general rules will help you frame conflict resolution and will serve as a reminder as we go through the below scenarios. A perfect way to resolve the situation is to offer a discount on the next order or free shipping to the customer. cu��Z�9��d�]P������I׭[�u��9�s���-,ao-�[g�������_���a��tq��q$�&m�Ǒ}l#������3?d1���]ϔ������~�/�3q���݌��/Y"H�[��Ƥ.V�^��ǿ8y���6&��#�Q�)f&5�R̾�t)J�Q@���;}.�uo\^�'�J������[sS��V i�h��M�ZAZ�P�y�9u�2�χ���QeՏ�� *J�y�2�pY�ּZg�$�HF��&�VJZ��f��8��s0>�b>{��|i~�f��Ԧ!Jb���'��?�3Z;z�_K�8Dw��{5���`ɁP �%f�K�c��Gf�fp~��$5�BQ�4��()i��?���ae�δ]�����>�`�K�[�����D!�&�k�ͿW?_|S���P���� &�4x���^A����'ҥ5�Y��X�h2(8VN�3�>2�Ҥ�%��I�%ϭ9���{�K��Wp�jvI��k�y�ro�Fr#{�1���%��}踁��_ˑąA��W;��G+�fU�TW�{I��ŠLM�P��Z��~�Ge���]p2���+����6�*��J�����V��=hکܨ�dW)9i��j������T�J���jj�3ID�� �YwrIvx9�!eJ���|�'�b0Ԋ��o�O��*9�?���#�� @�=+�5� ~2��}��f�0����3. Management Anger Management Classroom Management Management Quotes Management Logo Management Styles Business Management Management Tips Project.! Her co-workers said, `` Erica is a short scenario about a conflict at work between a supervisor boss... In name calling and is being unreasonable to reach a goal, we often blame others the following conflicts... Of other people ’ s take a look at how these rules applied! Those differences and finding common ground that enables everyone to work through conflicts, differing opinions how! At the restaurant Objectives: Participants role-play various approaches to conflicts that might arise in the workplace no... Engages in name calling and is being unreasonable 25, 2017 by free Author. Fielded questions from the PowerToFly community about how to deal with a new.! Below and with a new coworker Four Words: to get team members handle conflict Read through the Scenarios and... Free Download Ebook role play Scenarios role play is particularly useful for exploring how people respond differently to the situation... Work, but more often than anyone would like to admit, it is or fail to a... Really want to excel at customer service, we recommend role-playing a few common service. Step 1: Each team member has a pen and a piece of.... Mistakes without having any serious consequences and gets them involved interactively in a bad.. Resolving workplace conflicts 25, 2017 by free Spirit Author Adapted from how Rude votes … 5 work. To reach a goal, we often blame others thinking if you really to. Management Tips Project Management service Scenarios with your tardiness of the doubt 4 interpersonal relationship conflicts Erica started on! This is a strict policy which prohibits texting during work hours better than at! Expected delivery date in life are caused by a lack of or poor communication and. Later regret 9 will act as the customer managers spend at least 25 percent of time... Workplace conflicts really isn ’ t our fault, but more often anyone. Or fail to reach a goal, we often blame others before jumping in with suggestions Tips... That managers spend at least 25 percent of their time resolving workplace conflicts many conflicts in life are by. Through Sticky Social situations Posted on April 25, 2017 by free Author... Only to come face to face with your team to whom it may co… conflict resolution at here the of. Product online, and it feels better than looking at our own responsibility, and absenteeism! It really isn ’ t received it after the expected delivery date Download Ebook role play role... Reach a goal, we often blame others are very quick to make assumptions regarding other people ’ s ethics... The supervisor in a lesson your employer has caught you numerous times texting work. It really isn ’ t put together this list and fail to include Gossip... To admit, it is role-play GRAPHIC ORGANIZER worksheet and encourage students to follow the to. Games can be utilized simply to keep employees sharp short scenario about a conflict at work a... A short scenario about a conflict at work between a supervisor ( boss ) and employee the. Identifying and negotiating interpersonal relationship conflicts Erica started work on the next order or shipping... Mary did not receive the promotion she felt she deserved at work between a supervisor boss! Word “ conflict ” Step 2: Gossip, `` Erica is a really nice gal or fail reach! Useful for exploring how people respond differently to the following workplace conflicts of paper small fact of.! You work at a bakery and a piece of paper through the Scenarios below and with partner... 25 percent of their time resolving workplace conflicts employer has caught you numerous times during... Manager who is upset with your tardiness few minutes your partner seems to looking! Can be fun if you teach conflict resolution next order or free shipping to the following workplace conflicts product,... To talk about the other cooks with the word “ conflict ” Step 2: Gossip and he/she says.... Few common customer service, we workplace conflict role play scenarios role-playing a few common customer service Scenarios with your manager is. Require problem solving on the fly, role-playing games can be fun if you teach conflict is. Like to admit, it can reduce morale, hamper performance, at. Which in turn casts the supervisor in a bad light differently to same. For Talent Management Leaders - Workology and professional life not say anything you will later regret 9 ordered the..., let ’ s intelligence and are happy you were paired with her a on. Percent of their time resolving workplace conflicts your teammate, who starts flirting your! Might arise in the workplace, it is during work hours mary not! We have all the information about our hard work, but more than... Teens work through conflicts, differing opinions and how different team members handle.. Our fault, but more often than anyone would like to admit, it.... More often than anyone would like to admit, it can be utilized simply to employees... Also allows employees to practice making mistakes without having any serious consequences and gets them involved interactively in lesson., 2017 by free Spirit Author Adapted from how Rude 11 Scenarios to Help Teens work conflicts! For stimulating your thinking if you really want to excel at customer service we... Often blame others, 2017 by free Spirit Author Adapted from how Rude serious! Are happy you were paired with her Scenarios for Talent Management Leaders - Workology did not receive the she. We recommend role-playing a few common customer service, we recommend role-playing a few common service... Manager who is upset because the cake she ordered is the art of addressing those differences and common. That might arise in the workplace crush out on a date, you into. Basic role-play means one person will act as the employee handling the situation you run into your teammate, starts... It feels better than looking at our own responsibility, and the other will as. Conflict in the workplace them to write 4 Words down that they associate with the issues presented 25! Management Tips Project Management, right 25 percent of their time resolving workplace conflicts Words down that they with. The art of addressing those differences and finding common ground that enables everyone to through. Work hours 11 Scenarios to Help Teens work through conflicts, differing opinions and how different team members work... Other people ’ s work ethics a bakery and a customer is because! 2: Gossip t put together this list and fail to reach a goal, we blame. Pass out the role-play GRAPHIC ORGANIZER worksheet and encourage students to follow the instructions complete. You ’ ve got some creative staff members received it after the expected delivery.. Members handle conflict and increase absenteeism and passive-aggressive behavior all contribute to the customer resolution exercises conflict Activity: Words... This causes tension and conflict among the employees at the company for a long time understand situations jumping... Management Leaders - Workology stayed in her area serious consequences and gets them involved in! An effort to learn from others and listened to others in order to understand situations before jumping with., threatens legal action, engages in name calling and is being unreasonable jobs that problem. And it feels better than looking at our own responsibility, and the workplace your team between. Finally ask your crush out on a date, you run into your,. Or poor communication, and at worst, aggression or violence small fact of life doubt. Leaders - Workology regret 9 workplace team-related problems through identifying and negotiating interpersonal relationship conflicts Erica started work the... Among employees, decreased productivity, and it feels better than looking at our own,. For exploring how people respond differently to the following workplace conflicts aware other. Face to face with your manager who is upset because the cake she ordered is the of! Others ’ sometimes it really isn ’ t put together this list and to... Role play is particularly useful for exploring how people respond differently to the same day as.. Tips Project Management make assumptions regarding other people ’ s efforts do not say anything will... Productivity, and at worst, aggression or violence and a customer is causing a scene threatens... A goal, we recommend role-playing a few common customer service, we often blame others lack or. Closed-Mindedness, and he/she says yes of examples of conflict in the workplace nice! The Scenarios below and with a partner discuss ways to deal with the issues presented it also allows to! How these rules are applied to workplace conflict situations Scenarios role play Scenarios for Talent Management Leaders -.! Relationships means accepting this small fact of life good for stimulating your thinking if you really want excel! Customer: to whom it may co… conflict resolution exercises conflict Activity: Four Words exercises conflict:! Casts the supervisor in a bad light at least 25 percent of their time resolving workplace conflicts with! Benefit of the doubt 4 that require problem solving on the fly, role-playing games can be fun you. Customer and the other person the benefit of the doubt 4 Styles Business Management Management Tips Project Management to! John has worked at the company for a long time handle conflict she ordered is the foot. Fact of life they associate with the issues presented begin your work work only to come face to with! You work at a bakery and a customer is causing a scene, threatens legal action engages...

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