Leadership Principles
Performance Objective #1
Name: _________________
Period: ________________
After listening to the lecture, and completing the notes, worksheets, etc. for Chapter 1, please write a
short paragraph on why you feel it is important to understand the history of Leadership.
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Leadership Principles
Performance Objective #1
Name: _________________
Period: ________________
After listening to the lecture, and completing the notes, worksheets, etc. for Chapter 1, please write a
short paragraph on why you feel it is important to understand the history of Leadership.
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Leadership Principles
Performance Objective #2
Name: _________________
Period: ________________
Write a short essay on the definition of Leadership and how leadership differs from management.
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Leadership Principles
Performance Objective #2
Name: _________________
Period: ________________
Write a short essay on the definition of Leadership and how leadership differs from management.
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Leadership Principles
Performance Objective #4
Name: _________________
Period: ________________
Write a short paragraph describing your personal leadership style.
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Leadership Principles
Performance Objective #4
Name: _________________
Period: ________________
Write a short paragraph describing your personal leadership style.
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Leadership Principles
Performance Objective #8
Name: _________________
Period: ________________
Evaluate the following situation and asses the four styles of communication, and then identify an
approach based on each style for the situation.
Situation: Getting your parents to buy you a car for your upcoming birthday.
Identify an AGGRESSIVE communication example:
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Identify a PASSIVE communication example:
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Identify a PASSIVE-AGGRESIVE communication example:
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Identify an ASSERTIVE communication example:
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“The trouble with talking too fast is you may say something you haven’t thought of yet.”
-Ann Landers
Leadership Principles
Performance Objective #9
Name: _________________
Period: ________________
Write a short essay on why it is important for leaders to appreciate diversity.
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Leadership Principles
Performance Objective #9
Name: _________________
Period: ________________
Write a short essay on why it is important for leaders to appreciate diversity.
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Leadership Principles
Performance Objective #11
Role Play #1
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Referee
Losing team’s coach
Coach’s son
Situation:
The losing team’s coach approaches the ref after a highly contested basketball game. The coach
feels the ref was inconsistent, especially in a call where the coach’s son was sent out of the game in the
second half. The coach feels this call along with others resulted in the loss of the game for his team.
The son is also very upset he has never been sent out of a game before.
Leadership Principles
Performance Objective #11
Role Play #1
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Referee
Losing team’s coach
Coach’s son
Situation:
The losing team’s coach approaches the ref after a highly contested basketball game. The coach
feels the ref was inconsistent, especially in a call where the coach’s son was sent out of the game in the
second half. The coach feels this call along with others resulted in the loss of the game for his team.
The son is also very upset he has never been sent out of a game before.
Leadership Principles
Performance Objective #11
Role Play #1
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Referee
Losing team’s coach
Coach’s son
Situation:
The losing team’s coach approaches the ref after a highly contested basketball game. The coach
feels the ref was inconsistent, especially in a call where the coach’s son was sent out of the game in the
second half. The coach feels this call along with others resulted in the loss of the game for his team.
The son is also very upset he has never been sent out of a game before.
Leadership Principles
Performance Objective #11
Role Play #1
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Referee
Losing team’s coach
Coach’s son
Situation:
The losing team’s coach approaches the ref after a highly contested basketball game. The coach
feels the ref was inconsistent, especially in a call where the coach’s son was sent out of the game in the
second half. The coach feels this call along with others resulted in the loss of the game for his team.
The son is also very upset he has never been sent out of a game before.
Leadership Principles
Performance Objective #11
Role Play #1
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Referee
Losing team’s coach
Coach’s son
Situation:
The losing team’s coach approaches the ref after a highly contested basketball game. The coach
feels the ref was inconsistent, especially in a call where the coach’s son was sent out of the game in the
second half. The coach feels this call along with others resulted in the loss of the game for his team.
The son is also very upset he has never been sent out of a game before.
Leadership Principles
Performance Objective #11
Role Play #2
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Referee
Player
Coach
Situation:
A player/athlete has been questioning your calls during the game. In fact, he has begun
mocking you in front of the crowd and players. You have repeatedly told the player to stop talking
and questioning your decisions and have explained to him that the coach is the only person you will
discuss queries with. The player has noticed that the conversation between the ref and the other team
is informal which makes it seem that the ref is biased. A couple of tight calls haven’t gone your way
and you feel the ref is not treating both teams the same.
Leadership Principles
Performance Objective #11
Role Play #2
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Referee
Player
Coach
Situation:
A player/athlete has been questioning your calls during the game. In fact, he has begun
mocking you in front of the crowd and players. You have repeatedly told the player to stop talking
and questioning your decisions and have explained to him that the coach is the only person you will
discuss queries with. The player has noticed that the conversation between the ref and the other team
is informal which makes it seem that the ref is biased. A couple of tight calls haven’t gone your way
and you feel the ref is not treating both teams the same.
Leadership Principles
Performance Objective #11
Role Play #2
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Referee
Player
Coach
Situation:
A player/athlete has been questioning your calls during the game. In fact, he has begun
mocking you in front of the crowd and players. You have repeatedly told the player to stop talking
and questioning your decisions and have explained to him that the coach is the only person you will
discuss queries with. The player has noticed that the conversation between the ref and the other team
is informal which makes it seem that the ref is biased. A couple of tight calls haven’t gone your way
and you feel the ref is not treating both teams the same.
Leadership Principles
Performance Objective #11
Role Play #2
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Referee
Player
Coach
Situation:
A player/athlete has been questioning your calls during the game. In fact, he has begun
mocking you in front of the crowd and players. You have repeatedly told the player to stop talking
and questioning your decisions and have explained to him that the coach is the only person you will
discuss queries with. The player has noticed that the conversation between the ref and the other team
is informal which makes it seem that the ref is biased. A couple of tight calls haven’t gone your way
and you feel the ref is not treating both teams the same.
Leadership Principles
Performance Objective #11
Role Play #2
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Referee
Player
Coach
Situation:
A player/athlete has been questioning your calls during the game. In fact, he has begun
mocking you in front of the crowd and players. You have repeatedly told the player to stop talking
and questioning your decisions and have explained to him that the coach is the only person you will
discuss queries with. The player has noticed that the conversation between the ref and the other team
is informal which makes it seem that the ref is biased. A couple of tight calls haven’t gone your way
and you feel the ref is not treating both teams the same.
Leadership Principles
Performance Objective #11
Role Play #3
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Volunteer
Radio station manager
Situation:
There is a volunteer at the station, who often helps by answering the phone. The volunteer
enjoys this job, because s/he gets to know what is going on and s/he gets to meet a lot of people. The
volunteer is efficient and friendly. Yesterday, a funder phoned the station. He was looking for the
station manager, but s/he was not there. The volunteer took down the message, but later lost the
note. The volunteer decided not to say anything, because s/he didn’t want to look stupid.
What the volunteer didn’t know, and the manager later found out was that the funder wanted
to meet for dinner, last night (he was only in town for one night), to discuss a donation. The funder
called this morning to say that he was leaving town and would not be able to fund the station this
year. The funder said he also thought it was unprofessional of the manager not to return his phone
calls.
Leadership Principles
Performance Objective #11
Role Play #3
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Volunteer
Radio station manager
Situation:
There is a volunteer at the station, who often helps by answering the phone. The volunteer
enjoys this job, because s/he gets to know what is going on and s/he gets to meet a lot of people. The
volunteer is efficient and friendly. Yesterday, a funder phoned the station. He was looking for the
station manager, but s/he was not there. The volunteer took down the message, but later lost the
note. The volunteer decided not to say anything, because s/he didn’t want to look stupid.
What the volunteer didn’t know, and the manager later found out was that the funder wanted
to meet for dinner, last night (he was only in town for one night), to discuss a donation. The funder
called this morning to say that he was leaving town and would not be able to fund the station this
year. The funder said he also thought it was unprofessional of the manager not to return his phone
calls.
Leadership Principles
Performance Objective #11
Role Play #3
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Volunteer
Radio station manager
Situation:
There is a volunteer at the station, who often helps by answering the phone. The volunteer
enjoys this job, because s/he gets to know what is going on and s/he gets to meet a lot of people. The
volunteer is efficient and friendly. Yesterday, a funder phoned the station. He was looking for the
station manager, but s/he was not there. The volunteer took down the message, but later lost the
note. The volunteer decided not to say anything, because s/he didn’t want to look stupid.
What the volunteer didn’t know, and the manager later found out was that the funder wanted
to meet for dinner, last night (he was only in town for one night), to discuss a donation. The funder
called this morning to say that he was leaving town and would not be able to fund the station this
year. The funder said he also thought it was unprofessional of the manager not to return his phone
calls.
Leadership Principles
Performance Objective #11
Role Play #3
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Volunteer
Radio station manager
Situation:
There is a volunteer at the station, who often helps by answering the phone. The volunteer
enjoys this job, because s/he gets to know what is going on and s/he gets to meet a lot of people. The
volunteer is efficient and friendly. Yesterday, a funder phoned the station. He was looking for the
station manager, but s/he was not there. The volunteer took down the message, but later lost the
note. The volunteer decided not to say anything, because s/he didn’t want to look stupid.
What the volunteer didn’t know, and the manager later found out was that the funder wanted
to meet for dinner, last night (he was only in town for one night), to discuss a donation. The funder
called this morning to say that he was leaving town and would not be able to fund the station this
year. The funder said he also thought it was unprofessional of the manager not to return his phone
calls.
Leadership Principles
Performance Objective #11
Role Play #3
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Volunteer
Radio station manager
Situation:
There is a volunteer at the station, who often helps by answering the phone. The volunteer
enjoys this job, because s/he gets to know what is going on and s/he gets to meet a lot of people. The
volunteer is efficient and friendly. Yesterday, a funder phoned the station. He was looking for the
station manager, but s/he was not there. The volunteer took down the message, but later lost the
note. The volunteer decided not to say anything, because s/he didn’t want to look stupid.
What the volunteer didn’t know, and the manager later found out was that the funder wanted
to meet for dinner, last night (he was only in town for one night), to discuss a donation. The funder
called this morning to say that he was leaving town and would not be able to fund the station this
year. The funder said he also thought it was unprofessional of the manager not to return his phone
calls.
Leadership Principles
Performance Objective #11
Role Play #4
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Volunteer
Radio station manager
Situation:
There is to be a meeting between the volunteer and the manager regarding a strict company
policy that no-one may use the office phone for personal calls. The volunteer is very hard working
and has been very successful at planning special events for the station. Because the volunteer is not
being paid s/he is very broke. Her/his boyfriend lives in the next town and the volunteer cannot
afford to visit, so s/he sometimes uses the office phone to call her/him and say hello. The volunteer
feels like s/he works so hard that the station ‘owes’ her/him these phone calls.
Leadership Principles
Performance Objective #11
Role Play #4
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Volunteer
Radio station manager
Situation:
There is to be a meeting between the volunteer and the manager regarding a strict company
policy that no-one may use the office phone for personal calls. The volunteer is very hard working
and has been very successful at planning special events for the station. Because the volunteer is not
being paid s/he is very broke. Her/his boyfriend lives in the next town and the volunteer cannot
afford to visit, so s/he sometimes uses the office phone to call her/him and say hello. The volunteer
feels like s/he works so hard that the station ‘owes’ her/him these phone calls.
Leadership Principles
Performance Objective #11
Role Play #4
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Volunteer
Radio station manager
Situation:
There is to be a meeting between the volunteer and the manager regarding a strict company
policy that no-one may use the office phone for personal calls. The volunteer is very hard working
and has been very successful at planning special events for the station. Because the volunteer is not
being paid s/he is very broke. Her/his boyfriend lives in the next town and the volunteer cannot
afford to visit, so s/he sometimes uses the office phone to call her/him and say hello. The volunteer
feels like s/he works so hard that the station ‘owes’ her/him these phone calls.
Leadership Principles
Performance Objective #11
Role Play #4
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Volunteer
Radio station manager
Situation:
There is to be a meeting between the volunteer and the manager regarding a strict company
policy that no-one may use the office phone for personal calls. The volunteer is very hard working
and has been very successful at planning special events for the station. Because the volunteer is not
being paid s/he is very broke. Her/his boyfriend lives in the next town and the volunteer cannot
afford to visit, so s/he sometimes uses the office phone to call her/him and say hello. The volunteer
feels like s/he works so hard that the station ‘owes’ her/him these phone calls.
Leadership Principles
Performance Objective #11
Role Play #4
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Volunteer
Radio station manager
Situation:
There is to be a meeting between the volunteer and the manager regarding a strict company
policy that no-one may use the office phone for personal calls. The volunteer is very hard working
and has been very successful at planning special events for the station. Because the volunteer is not
being paid s/he is very broke. Her/his boyfriend lives in the next town and the volunteer cannot
afford to visit, so s/he sometimes uses the office phone to call her/him and say hello. The volunteer
feels like s/he works so hard that the station ‘owes’ her/him these phone calls.
Leadership Principles
Performance Objective #11
Role Play #5
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Cruise line representative
Customer
Situation:
The customer has booked a cruise and now wants to cancel and wants a refund. The cruise was
booked for two people at a cost of $1,875 each. The customer paid a $500 deposit and has since paid
the remaining balance. The cruise departs in 15 days from now. The customer is insisting on a full
refund. The company refund policy is as follows:
Cancellation Policy
Up to 60 days in advance
31-59 days in advance
15-30 days in advance
14 days- 72 hours in advance
Less than 72 hours or no show
Amount Forfeited
Full refund
Deposit
50%
75%
100%
You are to explain the policy and get the customer to accept the proper refund.
Leadership Principles
Performance Objective #11
Role Play #5
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Cruise line representative
Customer
Situation:
The customer has booked a cruise and now wants to cancel and wants a refund. The cruise was
booked for two people at a cost of $1,875 each. The customer paid a $500 deposit and has since paid
the remaining balance. The cruise departs in 15 days from now. The customer is insisting on a full
refund. The company refund policy is as follows:
Cancellation Policy
Up to 60 days in advance
31-59 days in advance
15-30 days in advance
14 days- 72 hours in advance
Less than 72 hours or no show
Amount Forfeited
Full refund
Deposit
50%
75%
100%
You are to explain the policy and get the customer to accept the proper refund.
Leadership Principles
Performance Objective #11
Role Play #5
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Cruise line representative
Customer
Situation:
The customer has booked a cruise and now wants to cancel and wants a refund. The cruise was
booked for two people at a cost of $1,875 each. The customer paid a $500 deposit and has since paid
the remaining balance. The cruise departs in 15 days from now. The customer is insisting on a full
refund. The company refund policy is as follows:
Cancellation Policy
Up to 60 days in advance
31-59 days in advance
15-30 days in advance
14 days- 72 hours in advance
Less than 72 hours or no show
Amount Forfeited
Full refund
Deposit
50%
75%
100%
You are to explain the policy and get the customer to accept the proper refund.
Leadership Principles
Performance Objective #11
Role Play #5
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Cruise line representative
Customer
Situation:
The customer has booked a cruise and now wants to cancel and wants a refund. The cruise was
booked for two people at a cost of $1,875 each. The customer paid a $500 deposit and has since paid
the remaining balance. The cruise departs in 15 days from now. The customer is insisting on a full
refund. The company refund policy is as follows:
Cancellation Policy
Up to 60 days in advance
31-59 days in advance
15-30 days in advance
14 days- 72 hours in advance
Less than 72 hours or no show
Amount Forfeited
Full refund
Deposit
50%
75%
100%
You are to explain the policy and get the customer to accept the proper refund.
Leadership Principles
Performance Objective #11
Role Play #5
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Cruise line representative
Customer
Situation:
The customer has booked a cruise and now wants to cancel and wants a refund. The cruise was
booked for two people at a cost of $1,875 each. The customer paid a $500 deposit and has since paid
the remaining balance. The cruise departs in 15 days from now. The customer is insisting on a full
refund. The company refund policy is as follows:
Cancellation Policy
Up to 60 days in advance
31-59 days in advance
15-30 days in advance
14 days- 72 hours in advance
Less than 72 hours or no show
Amount Forfeited
Full refund
Deposit
50%
75%
100%
You are to explain the policy and get the customer to accept the proper refund.
Leadership Principles
Performance Objective #11
Role Play #6
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Sales associate
Customer
Situation:
The sales associate has just arrived at work, and immediately notices that a mistake has been
made in the store’s weekly advertisement. The ad read ASSORTED MEN’S DESIGNER SHOES
$6.00, when it should have read ASSORTED MEN’S DESIGNER SHOES $60.00. The sales associate
does not have time to contact a manager because a frustrated customer is about approach him/her.
The customer can’t seem to find the $6.00 shoes. The associate needs to explain the error, while
maintaining goodwill.
Leadership Principles
Performance Objective #11
Role Play #6
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Sales associate
Customer
Situation:
The sales associate has just arrived at work, and immediately notices that a mistake has been
made in the store’s weekly advertisement. The ad read ASSORTED MEN’S DESIGNER SHOES
$6.00, when it should have read ASSORTED MEN’S DESIGNER SHOES $60.00. The sales associate
does not have time to contact a manager because a frustrated customer is about approach him/her.
The customer can’t seem to find the $6.00 shoes. The associate needs to explain the error, while
maintaining goodwill.
Leadership Principles
Performance Objective #11
Role Play #6
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Sales associate
Customer
Situation:
The sales associate has just arrived at work, and immediately notices that a mistake has been
made in the store’s weekly advertisement. The ad read ASSORTED MEN’S DESIGNER SHOES
$6.00, when it should have read ASSORTED MEN’S DESIGNER SHOES $60.00. The sales associate
does not have time to contact a manager because a frustrated customer is about approach him/her.
The customer can’t seem to find the $6.00 shoes. The associate needs to explain the error, while
maintaining goodwill.
Leadership Principles
Performance Objective #11
Role Play #6
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Sales associate
Customer
Situation:
The sales associate has just arrived at work, and immediately notices that a mistake has been
made in the store’s weekly advertisement. The ad read ASSORTED MEN’S DESIGNER SHOES
$6.00, when it should have read ASSORTED MEN’S DESIGNER SHOES $60.00. The sales associate
does not have time to contact a manager because a frustrated customer is about approach him/her.
The customer can’t seem to find the $6.00 shoes. The associate needs to explain the error, while
maintaining goodwill.
Leadership Principles
Performance Objective #11
Role Play #6
Instruction:
Using the given situation and the people involved, your group needs to role-play the conflict
situation and a conflict resolution technique. Hint: use techniques and strategies offered in Lesson 9.
All group members must participate in the planning of this role-play. You may choose as many
“actors” as you wish.
People Involved:
Sales associate
Customer
Situation:
The sales associate has just arrived at work, and immediately notices that a mistake has been
made in the store’s weekly advertisement. The ad read ASSORTED MEN’S DESIGNER SHOES
$6.00, when it should have read ASSORTED MEN’S DESIGNER SHOES $60.00. The sales associate
does not have time to contact a manager because a frustrated customer is about approach him/her.
The customer can’t seem to find the $6.00 shoes. The associate needs to explain the error, while
maintaining goodwill.