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.
Competencies: Problem Analysis
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.
The Participant plays the role of an Account Manager in a recruitment consultancy, Orbit Search and Selection. A meeting has been arranged with Consec Logistics, an existing client that has until now been managed by a colleague. This colleague has resigned to join a competitor and the Participant must prepare for the meeting with Consec Logistics by reviewing records obtained from the Company’s internal Client Relationship Management database. These records suggest that the client has an urgent need to fill a number of vacancies in Operations and Customer Services. The Participant’s task is to build rapport, confirm the client’s needs, identify other sales opportunities and close the sale.
The Participant assumes the role of a Project Leader in the consulting division of Urbane Darcy, a major accountancy practice. They are about to have a meeting with the Chief Executive of a client who is dissatisfied with certain aspects of an ongoing assignment and is looking for a plan to rectify the situation. The Roleplayer’s brief contains a hidden issue requiring the Participant to show commercial awareness and good interpersonal skills to ensure a successful outcome.
The Participant assumes the role of a Manager in a large Commercial Corporate Bank. The Organisation has recently set up a buddying system and the Participant has been asked to attend a buddy meeting with a colleague. The colleague is from a different department and is considering two career options. The Participant’s objective is to provide independent advice and investigate the colleague’s current situation and concerns. During the discussion further information will arise. The Participant will need to assist their colleague in making this important decision.
The Participant assumes the role of Strategic Development Director in a large retail plc – Kashai Incorporated. The Company has been experiencing a downturn in its performance and the Participant is told that they have been appointed to provide a clear sense of direction and to improve the performance of the Group. The Business Development Manager in their team appears to have become less committed and less enthusiastic over time and the Participant has received some highly critical feedback about this member of their team. As a result, the Participant has been asked to meet with the Manager to review their performance and to agree a way forward.
The Participant plays the role of a Group Head within a professional services firm, Rhodium Consulting. The firm has introduced a corporate mentor programme and the Participant has been asked to act as the Mentor by the individual they are about to meet. The individual wants to meet with their new Mentor to discuss an exciting business proposition and how to successfully gain acceptance from the Board for this new idea. The Participant is provided with background information about the Company and the mentoring programme. The challenge for the Participant is to act as a Mentor, ie giving advice, whilst listening to the Roleplayer and guiding their enthusiasm to achieve their overall objective.
Adopting the role of newly appointed Area Director for Elysian Banks plc, the Participant conducts a one-to-one interview with one of their team, working as a Case Director chasing defaulting bank customers. This person is seemingly using the Banks power in an inappropriate manner and questions have been raised about their management style. They also appear to be losing enthusiasm for their work. Having reviewed the background information provided, the Participant must address several issues to coach this individual towards an agreed standard of behaviour.
