The Participant plays the role of a Chief Executive of a contract services company, Tuson where a senior member of staff has had a difficult encounter with an important customer in the Midlands. It has taken some time to try and resolve this disagreement at a local level, and from time to time both parties have leaked some aspects of the dispute to the papers. The Participant is now faced with the prospect of going to record a radio interview for a national network, which could go out on the national news. To prepare for the interview, the Participant is provided with details of the existing contract and some information about the background to the dispute.
Competencies: Interpersonal Sensitivity
The Participant is asked to play the part of an Account Manager for a supplier of paints and coatings, PX Paints. The Participant is scheduled to visit a customer who produces volume car components. There has been a quality failure with one of the products which threatens to disrupt what has previously been an excellent long-term relationship. The task is to deal with the complaints, discuss ways of avoiding a recurrence and build a better partnership for the future.
The Participant assumes the role of a Consultant with International Computing Solutions (ICS). They are required to meet with an extremely upset and dissatisfied customer who feels that they have been badly treated and significantly let down by ICS. Whilst the Participant is not the technician accountable for the problem, they are responsible for the contract and must reassure the client and convince them that ICS will be able to come up with a viable solution to resolve the situation. The Participant must ensure that the client is satisfied otherwise an important contract will be lost.
The Participant assumes the role of an HR Business Partner in a pharmaceutical company, Phyto plc, with Head Offices in the UK and satellite offices in Denmark and Australia. The Company has outsourced many of its global HR processes to Employment Plus. However, different approaches and standards are being applied by the outsource supplier, especially in terms of selection and development of staff. The Participant is required to attend a meeting with the Employment Plus Account Manager to investigate some recent complaints and to set in place foundations for a more cohesive approach to the services that are being provided.
The Participant assumes the role of an Assistant Merchandising & Display Manager for a large general merchandise retailer, MegaMart. The Participant is required to meet with Charlie Woods, the newly appointed Key Account Manager for Cammons, a confectionery supplier. The Participants aims are to: understand Charlie Woods’ needs and to establish a working relationship which is mutually beneficial. They are also tasked to secure agreement from Charlie on a number of commercial objectives. A basic understanding of commercial measures, eg market shares, is required.
The Participant assumes the role of UK General Manager of a pharmaceutical company, Novafarma. Following reports of a number of cases in which packs of their medicines have been incorrectly labelled, they have informed the Regulatory Authorities, who have requested an immediate meeting.
The Participant is given background information regarding the extent and likely cause of the problem, as well as some possible ways of preventing a repetition and also cost and profitability information.
Their task is to meet with the Regulator to explain what has happened. They must also agree a plan to remedy the problem and to guarantee patient safety in the future. They must also try to limit the damage to the Company’s reputation.
As a Customer Service Agent at a call centre for Rabbit-Net, an Internet Service Provider, the Participant has to deal with a customer complaint. The customer is unhappy about the level of service that they have received and has several issues that they want the Customer Service Agent to resolve. The Exercise requires the Participant to deal with the customer in an appropriate manner and to focus on their needs as well as providing solutions to their problems. The Participant is supplied with adequate information and knowledge of this industry is not required.
The Participant plays the role of a Procurement Manager for DataServe plc, who has to negotiate a deal with a potential supplier of IT Training Services. The scenario is that the Company has recently invested in a significant upgrade of its computer hardware and has also chosen to standardise all of their PC workstations. The Procurement Manager, having been provided with the relevant background information, must identify an appropriate supplier for associated training and negotiate a favourable deal.
The Participant assumes the role of a Team Leader at Siagem, a gas, oil and petrochemical company. Siagem IS partnering with Natura Source a private environmental agency to research new energy sources. It is the Participant’s responsibility to meet with a representative from Natura Source to negotiate on a number of issues surrounding the research including deadlines, investment of money, allocation of resources, intellectual property and branding. The Participant must ensure that the outcome of the meeting is positive for Siagem.
The Participant plays the role of a General Manager in a civil engineering company, Pyramid construction and wishes to negotiate a contract with a potential subcontractor. The General Manager is under pressure to secure favourable terms with the subcontractor, as the margin in the primary contract is small and there is little room to manoeuvre. The Participant is provided with details about the primary contract, the client, the requirements of the subcontract and information on competitive tenders.
