Puzzled Customer - Administrative

Timing: 

Admin: 10 mins

Preparation: 15 mins

Role Play: 15 mins

The participant plays the role of a Customer Services Representative for OneWorld, an Internet Service Provider. The company receives a call from a customer whose account has been locked due to the late payment of an invoice. The customer is very unhappy about the situation because OneWorld was informed that the payment was on its way. The aim is to address the issues raised by the customer and ensure that a positive relationship is maintained.

Typical Competencies Assessed: Analytical Thinking, Decision Making, Influencing and Persuading, Adaptability 

Ransdorf Bank - Graduate

Timing:

Preparation: 30 mins

Role Play: 30 mins

In this exercise the participant takes the role of a graduate trainee who is undertaking a placement as Assistant Customer Relationship Manager at the Heppen Branch of Ransdorf Bank. The participant has to prepare for and meet with a customer who wants to talk about the level of service s/he is receiving from the bank. The participant is given information about the customer’s history with the bank and some details of recent incidents. There is also some information provided about the bank’s online banking service and current customer offers. (See also Ransdorf Analysis and Group exercises).

Typical Competencies Assessed: Managing Relationships, Influencing and Persuading, Performance Orientation, Communication, Decision Making

Curaco Doctor - First Line Manager

Timing: 

Admin: 10 mins

Preparation: 30 mins

Role Play: 30 mins

The participant assumes the role of a newly appointed Area Sales Representative for Curaco Pharmaceuticals. Their task is to meet with a doctor and persuade them to start prescribing a new drug for patients suffering from epilepsy. The participant is required to establish a positive relationship with the doctor and to influence the doctor whilst keeping within the company’s business ethics guidelines. (See also Curaco Analysis exercise).

Typical Competencies Assessed: Decision Making, Managing Relationships, Influencing and Persuading, Performance Orientation, Adaptability, Ethics and Values

Ransdorf Guardeno - First Line Manager

Timing: 

Admin: 10 mins

Preparation: 30 mins

Role Play: 30 mins

The participant takes on the role of a Commercial Account Manager for Ransdorf Bank, and meets a customer from Guardeno Industries, a global glass manufacturer. Following an international glass fair, a series of fraudulent actions have been identified across various Guardeno employee accounts which have caused security, compliance and customer service concerns. The participant is required to gain an understanding of the key facts and then meet the customer. The issues are complex and there is fault on both sides. The aim of the meeting is to explore the situation from all perspectives, understand the concerns of the customer and agree a plan to resolve the situation and maintain the relationship. There is also the opportunity to gain further business if the meeting is handled well.

Typical Competencies Assessed: Decision Making, Managing Relationships, Influencing and Persuading, Performance Orientation, Adaptability 

Legacy - First Line Manager

Timing:

Preparation: 30 mins

Role Play: 30 mins

Acting as the manager of Burgen Castle, one of a number of historic sites owned by the Legacy Corporation, the participant is required to hold a meeting with the Assistant Head Gardener. They have recently been turned down for the role of Head Gardener and is having problems relating to the newly appointed incumbent. In addition to the obvious disappointment and loss of motivation they are also being resistant to any change initiatives that are currently being introduced by the company. The participant needs to discuss the Assistant Head Gardener’s recent performance with them and agree a plan for improvement. (See also Legacy Analysis and Group exercises).

Typical Competencies Assessed: Leadership, Managing Relationships, Developing Others, Influencing and Persuading

Manzi Hadden - First Line Manager

Timing: 

Admin: 10 mins

Preparation: 30 mins

Role Play: 20 mins

In this exercise the participant is asked to take on the role of Store Manager for a branch of a high street shoe shop. They are asked to meet with a Sales Consultant who has exhibited some problems. Specifically: absenteeism, poor customer service and relationship issues with another member of staff. The participant is asked to give the Sales Consultant feedback and motivate them to improve their performance.

Typical Competencies Assessed: Leadership, Managing Relationships, Influencing and Persuading, Communication, Developing Others

Manzi Marleigh - First Line Manager

Timing: 

Admin: 10 mins

Preparation: 30 mins

Role Play: 20 mins

In this exercise the participant is asked to take on the role of Store Manager for a branch of a high street shoe shop. They are asked to meet with a Sales Consultant who there are some concerns about. Issues include lack of attention to detail, not following company procedures and not optimising sales performance. The participant is asked to give the Sales Consultant feedback and motivate them to improve their performance.

Typical Competencies Assessed: Leadership, Managing Relationships, Developing Others, Influencing and Persuading, Communication 

Passel Beech Valley - First Line Manager

Timing:

Preparation: 30 mins

Role Play: 30 mins

The participant assumes the role of a Depot Manager in a parcel delivery company. They are asked to hold a review meeting with a Night Shift Manager. Issues that require discussion include managing crisis situations, achieving targets, customer focus and security. This exercise can be used on a standalone basis or in conjunction with the Passel Beech Valley in-tray exercise.

Typical Competencies Assessed: Leadership, Managing Relationships, Developing Others, Influencing and Persuading

Curaco Pharmacist - Middle Manager

Timing: 

Admin: 10 mins

Preparation: 30 mins

Role Play: 30 mins

The participant assumes the role of a newly appointed Area Sales Representative for Curaco Pharmaceuticals. Their task is to meet with an important retail customer and persuade them to buy and stock a new and revolutionary product. The participant is required to establish a positive relationship with the customer and to enter negotiations around the price of the product, the size of the initial order and the terms of payment. (See also Curaco Analysis exercise).

Typical Competencies Assessed: Decision Making, Managing Relationships, Influencing and Persuading, Performance Orientation, Adaptability, Ethics and Values

Daydream Holidays - Middle Manager

Timing: 

Admin: 10 mins

Preparation: 30 mins

Role Play: 30 mins

Daydream is an international travel agency with branches in the high streets of most cities and large towns. The participant plays the role of a manager with responsibility for selling holidays aimed at the over fifties market. On joining the company they were given specific responsibility for revitalising this area of the business. The participant has to meet with a Regional Head of Sales to persuade them to give more emphasis to the over fifties market sector and gain their support for a range of initiatives that the participant would like to put in place. This role play simulates a meeting between two colleagues at the same level operating in a matrix structure

Typical Competencies Assessed: Managing Relationships, Influencing and Persuading, Performance Orientation, Adaptability 

Alvsen Stakeholder Meeting - Middle Manager

Timing:

Admin: 10 mins

Preparation: 30 mins

Role Play: 30 mins

The participant works for Alvsen, a pharmaceutical company. Alvsen currently has a number of drugs on the market that are reimbursed by the government - and the government is proposing a change in treatment guidelines, which will have a negative impact on one of Alvsen’s products. The participant takes on the role of Market Access Manager and is asked to meet with a representative from the government – with the objective of convincing them to consider the overall costs associated with diabetes and not just the drug costs. Ultimately, the aim is to persuade the government not to change the treatment guidelines. To help the participant do this, the brief contains information about the proposed change, the medical condition, treatment options, products (Alvsen and competitor), product marketing, the local healthcare environment and other stakeholders.

Typical Competencies Assessed: Analytical Thinking, Managing Relationships, Influencing and Persuading, Performance Orientation, Adaptability

Balcon Bank - Middle Manager

Timing: 

Admin: 10 mins

Preparation: 30 mins

Role Play: 30 mins

The participant assumes the role of Head of Corporate Banking for Balcon Bank. Their task is to hold a discussion with one of their direct reports, the Head of Management Buy Outs, about their performance. The participant is given information about the individual’s performance which includes the results of a recent 360 degree feedback exercise, customer feedback, a member of the team’s exit interview report, some information about the bank’s strategic priorities and a potential new revenue opportunity.

Typical Competencies Assessed: Leadership, Managing Relationships, Developing Others, Influencing and Persuading

Let Us Help - Middle Manager

Timing: 

Admin: 10 mins

Preparation: 30 mins

Role Play: 30 mins

In this exercise the participant takes the part of a Business Development Manager working for an IT company called Let Us Help (LUH). They meet with a colleague who is a Sales Manager in the same company and is responsible for selling LUH’s services in a particular region. The participant is not the Sales Manager’s boss but has overall responsibility for the sales success of one of the services they are selling. The participant must coach the Sales Manager to enable them to improve their sales performance

Typical Competencies Assessed: Influencing and Persuading, Managing Relationships, Developing Others, Performance Orientation

Passel - Middle Manager

Timing:

Prep: 10 mins

Preparation: 30 mins

Role Play: 30 mins

The participant assumes the role of a Regional Manager in a parcel delivery company, with responsibility for three depots. They are asked to hold a meeting with one of their employees, an Account Manager, to discuss a particular customer issue which has arisen and to review their performance. This exercise can be used on a standalone basis or in conjunction with the Passel in-tray exercise.

Typical Competencies Assessed: Leadership, Managing Relationships, Developing Others, Influencing and Persuading

Safe and Sound - Middle Manager

Timing: 

Admin: 10 mins

Preparation: 30 mins

Role Play: 30 mins

The participant takes on the role of a manager who has responsibility for a project to implement and run a staff briefing and communication system. The project relies on local team reps, in each area of the business, to implement communication initiatives and the participant is concerned that one of the reps may be lacking in commitment. Their task is to meet with the individual, discuss any issues that may have arisen from the implementation of the briefing system, and to try to get things back on track. In this role play the participant is a colleague of the role player and is not their direct line manager.

Typical Competencies Assessed: Leadership, Managing Relationships, Influencing and Persuading, Developing Others

Glebel - Executive

Timing: 

Admin: 10 mins

Preparation: 30 mins

Role Play: 30 mins

The participant takes on the role of Customer Trading Director for Glebel Foods and has overall responsibility for the trading strategy across all channels and products in Glebel’s Snackfoods Division. The exercise task is to meet with the Group Procurement Director of a supermarket chain to agree how the 2 companies can work together more effectively and grow sales of Glebel’s snackfood products. A number of specific issues need to be covered during the meeting, including a product pricing negotiation and concerns around the supermarket’s promotion of its own-brand products and “copy-cat” packaging. (See also Glebel Analysis, Coaching and Group exercises).

Typical Competencies Assessed: Decision Making, Managing Relationships, Influencing and Persuading, Performance Orientation, Adaptability 

Webster and Gill - Executive

Timing:

Admin: 10 mins

Preparation: 30 mins

Role Play: 30 mins

The participant takes the role of Head of Change Management, who has been tasked with improving performance at Webster and Gill, a software company. Before making their formal change recommendations to the MD they have been holding meetings with each of the department heads to get their input and ideas. The last of these meetings is with the Head of Sales and Accounts. The participant’s aim is to build the relationship with the Head of Sales and Accounts and try to get their buy in to some of the ideas that they already have.

Typical Competencies Assessed: Managing Relationships, Influencing and Persuading, Communication, Performance Orientation

Teletravel - Executive

Timing: 

Admin: 10 mins

Preparation: 30 mins

Role Play: 30 mins

In this exercise the participant takes on the role of a National Sales Manager working for a travel company. They are required to meet with one of their Regional Sales Managers who has been experiencing problems with several members of their team and wants some advice. The exercise calls for the participant to guide the Regional Manager in how best to coach and develop their team. This role play simulates a meeting where a senior manager has to coach and develop a subordinate manager to manage their team effectively.

Typical Competencies Assessed: Leadership, Managing Relationships, Developing Others, Influencing and Persuading, Adaptability

Glebel - Executive

Timing: 

Admin: 10 mins

Preparation: 30 mins

Role Play: 30 mins

In this exercise the participant takes on the role of Managing Director for the Biscuit Division of Glebel a fast moving consumer goods company. They are required to meet with the recently appointed Marketing Director to review their performance over the past 6 months. The exercise calls for the participant to assess the Director’s performance against a set of agreed objectives and to guide them to improve their performance in a number of key areas, e.g. adjustment of management style to suit new team environment, delivery of short term objectives versus the longer term and the management of external relationships. (See also Glebel Analysis, Negotiation and Group exercises)

Typical Competencies Assessed: Leadership, Managing Relationships, Developing Others, Influencing and Persuading, Adaptability