You will have between 20 and 30 minutes to plan and prepare your role play, before performing it in front of the rest of the group and the course leader. A mixture of both verbal and non-verbal communication should also be included. For example, if one of the scenarios were to involve a faulty product being returned to a shop, you could choose to resolve the situation positively by portraying a calm customer politely asking for and being granted a refund, or you could choose to portray an angry customer who does not want to listen to staff and escalates the situation to management. In your pairs, you must plan and produce a role play based on the scenario, choosing to follow a path of either positive or negative communication to resolve the imagined situation. You will be assigned one of the following scenarios by the course leader. Role play also allows you to build both confidence and experience in how to handle different situations and issues that may arise in your day-to-day life and in your career. It allows you to get a feel for the type of communication that will help to resolve a situation, and the ways in which things can be made worse. Role play is particularly useful for exploring how people respond differently to the same situation.
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