Role-Play 1
Scenario -1
Your company recently changed its refund policy. Previously, refunds on products or services below the value of $100 were given automatically, without questioning reasons for the return, if the product was undamaged and not used/consumed. Refunds on products or services over the value of $100 were only given if the product was faulty or other reasons as required under Australian Consumer Law (ACL).
The new policy has lowered the automatic refunds value to $50. It was implemented one month ago.
All other conditions have remained the same. All refunds over $50 must be approved by a manager. Managers also have the authority to give refunds for situations outside of ACL legal requirements if they feel the situation justifies it.
Instructions to complete the Role-Play
1. You are working a supervisor in a coffee beans selling store. A customer who bought $80.00 worth of coffee beans packets few days back, came to you and said not happy with the products purchased and demanding the refund. Based on the new policy you cannot meet the customer demand. Use appropriate conflict-resolution techniques and communication skills to resolve the customer complaint
2. It is recommendingreading the Australian Consumer Law and the special role-play instructions given by your assessor, before commencing the role-play
3. During the role-play, you are required to demonstrate the following skills and knowledge
• Establish and agree on the nature and details of conflict with all parties and assess impact.
• Manage conflict within scope of own role and responsibilities, and according to organisational procedures.
• Take responsibility for seeking a solution to conflict within scope of own role and responsibilities, seeking assistance where required.
• Identify and evaluate impact of conflict on business reputation and legal liability.
• Evaluate options to resolve the conflict, considering organisational policies and constraints.
4. Conduct the role-play with your partner.
5. Complete the Role-play Report 1
Briefly explain the conflict situation
How did you handle the situation at the beginning?
What steps did you take to minimise the impact on other staff members(public)?
How did you manage to control the situation What steps did you take- (workplace Policies and procedures you followed)
What other parties were involving?
What impact did this have on business /staff because of this conflict situation
What resources did you use to resolve the conflict situation
How were you able to resolve the situation?
What was the outcome?
What feedback did you supply to the parties involved
If you had to document the situation as a workplace policy, what documents you did you use and what information would you include in the document?
What follow-up action would you take further
What possible changes / improvements could be made to the workplace in the future
How effective do you think your solution was at resolving the conflict? What would you do differently in the future?
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