This is role play practice exercise Whisky. In this exercise you will be meeting a customer (called Whisky) whom wishes to discuss an incident that occured in the centre.

1. Clarify exactly what happened / said
2. Support the actions of your colleague
3. Show regret about the incident
4. Make an unpopular decision
5. Stand by your decision

In this role-play exercise you will learn the skills to demonstrate Race and Diversity, Problem Solving, Community and Customer Focus, Resilience and Personal Responsibility.

The practice exercise includes the exercise brief, role-actor script and answer marking sheet. This will enable you to experience a role-play exercise and see how the role-actors will behave towards you; the answer marking sheet will provide you with the questions you should of asked and the facts you should have stated.

The introductory notes also give details of the room layout and an explanation of the preparation and activity phases.

Important: You will receive an email once your payment has been manually processed (this may take up to 12 hours depending on the time of day your order is processed). The email will contain a username, password and link to where the document/s can be retrieved. The document is in Adobe Acrobat PDF format - You will need to ensure this software is installed on your computer. If not, you can download free it at: http://get.adobe.com/reader/

You will have 48 hours to download the document after receipt of email.