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.
Competencies: Persuasive Oral Communication
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 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.
The Participant plays the role of a Sales Representative for an executive office equipment and services supplier – Sentinel Office Supplies. The Participant is calling on the Purchasing Manager of a prospective customer, who has expressed an interest in their range of photocopiers. The Participant, who does not need any specialist knowledge of photocopiers (product information is provided) – needs to undertake a standard sales approach, which if successful, will result in a sale. However, the size of the sale will vary depending upon the skill level of the Participant.
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 part of a Customer Service Representative for an IT/Telecoms services provider, Venus Communications plc, who has to deal face-to-face with a customer complaint. The situation arises after the customer has written to complain about the poor service they received. The Participant is provided with the background information relating to the situation and has the opportunity to prepare for the face-to-face encounter. Although the exercise is set in the context of an IT/Telecoms environment, the skills needed to handle the situation are the same as for any customer complaint and no specialist knowledge is required.
The Participant plays the role of a Senior Director of an IT solutions company, Contour Solutions and Services, accredited by a global software supplier. The Participant’s company has entered into a contract with a major client to implement an information sharing environment. As a result of a recent technological innovation, the client has changed their position with regard to some of their requirements within the agreed contact. The Participant is meeting a member of the client’s senior management team to resolve the situation. The Participant’s aim for the meeting is to preserve the integrity of their business strategy and accreditation with the global software supplier whilst also minimising financial exposure.
The Participant assumes the role of a Trainee Manager working for a new public sector agency, the Wellbeing Agency. The Participant is required to meet with an end-user who wrote to complain about a negative experience they have had with the level and quality of information available from one of the information services maintained by the Agency. The Participant must address the issues raised by the end-user in order to protect the good reputation of the Agency.
