Anup Giri TS613

Role Play Script

1. There is hearsay that staff are being alerted of budget cuts and layoffs. Staff
members including your assessor are asking the team leader (you) for information.

[ Scenario: This is a role play with staff member Assessor as Basanta and a Team leader
as Anup about the discussion of budget cuts and layoffs. They have been invited for
meeting in online ]

Team Leader: Good after noon everyone.

Team Member: Good afternoon Anup.
Team Leader: I would like to thank you guys for joining this meeting. Are you able to
listen me?
Team Member: Yes. We are able to listen you.
Team Leader: I know corona virus is affecting us. However, please be safe.
Team Member: Sure Anup.
Team Leader: So today I am here to give you some information about budget cuts and
layoffs. As you guys know that our company has been affected by this virus. We are not
able to balance our company like before. Customer visiting have decreased from 80% to
20 %. I am so sorry to say about this thing.
Team Member: We understand Anup.
Team Leader: So, I know You have been alerted with budget cuts and layoffs right now.
Right now, we need to rent a hotel for the staff who have been affected by corona virus
and we need to pay them for their accommodation, health insurance, groceries and
everything right now. This has led to loss for our company.
Team Member: we are also feeling very hard here to live. If you could help us with some
economical and financial help. That would be great.
Team Leader: Yes, we are also thinking of all of our staff. However, we are not able to
help you with giving full payment of your salary. Our management have discussed about
giving $300 per week as a compensation to all of the staff.
Team Member: We don’t think it will be enough for us for a whole week to run with just
$300.
Team Leader: Yes, I understand. But it’s the management discussion. I know this is very
hard situation. We will try to improve and add few bucks if the situation gets worst in
the upcoming situation.
Team Member: Okay.
Team Leader: Now another thing, from the discussion, we have come to the conclusion
that we are lay offing few staff for now. From every section we are lay offing 1 employee
who belongs to casual shift. I am so sorry guys. But we are forced to do this thing.
Team Member: we had not expected this thing from this company. We need to get
similar help like other team member.
Team Leader: I understand your sadness, and how you guys are feeling right now. But
we have also think of giving you the full salary for your fortnight before you leave. I hope
this will help you a little at this situation. If the situation gets better after a month, we
Anup Giri TS613

will obviously call you guys for the work. As you guys are really hard worker, we will miss
you at the moment.
Team Member: No worries.
Team leader: Thank you so much for your consideration. Those member who will be lay
-off will be sent an email. Thank you so much guys. Have a good day ahead.
Team Member: Good Bye.

2. An argument has just taken place between a customer service manager (you) and a
receptionist (your assessor) concerning a customer complaint and the receptionist seems
to be upset.

[ Scenario: This is a role play with Assessor( Receptionist) as Basanta and a Team
Member( Customer Service Manager) as Anup about the discussion of Emotional
Intelligence during customer Service

Anup: Hello Basanta.

Assessor: Hello Anup. How can I help you?
Anup: Hi, I am doing good. Could you please come to my room in about 5 minutes.
[ After 5 minutes]

Assessor: May I come in?

Anup: Yes Basanta. Take a seat.
Assessor: Thank You Anup.
Anup: I call you to talk about the complaint that we got from the customer this afternoon.
And I can easily see that you are still upset with the customer.
Assessor: Yes Anup. I am so sorry. I did not mean to create a big scenario at that time,
however the situation went worst.
Anup: Are you alright now? Have a glass of water if you want.
Assessor: Thank you. But I am alright.
Anup: So, Basanta today I would like to discuss you about Emotional intelligence, its
importance in workplace, how it affects an employee and employer, its consequences and
what to do in that case.
Assessor: Sure Anup.
Anup: Emotional Intelligence is the ability to understand and manage your own emotions,
and those people around you. Emotional intelligence is a very important skill in leadership
because it includes five main elements such as - self-awareness, self-regulation, motivation,
empathy, and social skills.
Recognising our personal emotional intelligence is really important because it will help us to
improve our relationship with others and eventually lead us to be a successful person.
Assessor: Yes Anup.
Anup: There are various factors affecting our emotional intelligence such as workload,
organizational change, cultural diversity, too many projects, lack of clarity, lack of time etc.
These are also known as Stressor. Sometimes, this leads to trigger sadness, anxiety, tension
also.
Assessor: Yes Anup.
Anup Giri TS613

Anup: There is some important of EI. EI helps to maintain better team work, time
management, provides more motivation in work. Sometimes, self-control, self-awareness ,
self-confidence, optimistic thinking etc. also helps to make better EI.
Assessor: So how can I improve my emotional intelligence Anup?
Anup: That’s great question. You can improve your EI by following methods.
They are:
a) Observe how you react to people
b) Look at your work environment.
c) Do a self-evaluation.
d) Examine how you react to stressful situations.
e) Take responsibility for your actions.
f) Examine how your actions will affect others – before you take those actions.

Assessor: Thank You Anup. I will note these things from today.
Anup: Do you feel something like nervous, scared or frustrated in the workplace Basanta? If
you have any please let me know. I will try to assist you.
Assessor: I feel like little frustrated when there is high workload.
Anup: Okay, for this I will try to add new team member for teamwork and collaboration.
This will help to reduce the workload and finish the work in time. I will also make a meeting
of employees every week to gather the information about the progress, your needs in the
workplace. I will try to provide training, coaching and mentoring the staff from upcoming
week. This will help to maximise work performance.
Assessor: Sure sir.
Anup: I would like to add few things on how can you encourage team members to build
productive relationships to maximise their work performance. Sometimes you can achieve
this by:
a) Communicating clear goals and expectations
b) Encourage open communication with team member, manager, supervisor etc.
c) Share your problem
d) Build engagement and encourage innovation
e) Giving immediate feedback for positives and negatives without any hesitations

Assessor: That sounds great.

Anup: Okay Basanta, it seems I have taken long time. Thank you so much for your time.
Assessor: No worries. I got lots of information about emotional intelligence and its impact
and controlling methods. This session was really useful for me. Thank you so much.
Anup: Ok Have a good day ahead.