Study sheet: Communication and Customer Care

📋 Course Outline

1. Role-Playing Activity Structure
2. Learning Objectives
3. Administrative Scenarios I
4. Administrative Scenarios II
5. Workplace Conflict Scenarios
6. Role Instructions
7. Assessment Rubric

📖 1. Role-Playing Activity Structure

★ Must-know

• The activity has pairs simulate real business-administrative situations through role-playing, peer assessment with a co-rubric, and a final discussion of what worked and what did not.

• Each representation lasts 3-5 minutes so that the activity remains agile.

Further detail

• Each pair receives a different scenario within the administrative and business context.

💡 Memory Hook

Prepare → perform → peer-assess → debate

📖 2. Learning Objectives

📝 Essential Points

• The activity has four objectives:
  • Apply assertive communication techniques
  • Practise empathy and active listening
  • Simulate real business situations
  • Assess classmates' communication skills through peer evaluation

📖 3. Administrative Scenarios I

📝 Essential Points

• The first five role-play scenarios are a defective product complaint, a delayed order, a misunderstanding in an invoice, a telephone interaction with an angry client, and a job interview.

📖 4. Administrative Scenarios II

📝 Essential Points

• Scenarios six to ten are a colleague missing deadlines, a conflict between two departments, attention to a supplier, a client requesting information about a new product, and resolution of an incorrect shipment.

📖 5. Workplace Conflict Scenarios

📝 Essential Points

• Scenarios eleven to fifteen are a complaint about poor service, price negotiation with a loyal client, an internal meeting to improve processes, conflict over inappropriate email use, and dissatisfaction with waiting time at the office.

💡 Memory Hook

Client-facing service versus internal workplace conflict

📖 6. Role Instructions

📝 Essential Points

• The client or user explains the concern or complaint, clearly states the demand, may adopt an attitude such as anger, worry, or doubt, and reacts according to the company's response.

• The company or administrator listens actively without interrupting, demonstrates empathy with phrases such as “I understand your situation,” offers clear and assertive solutions or alternatives, and maintains a respectful, professional tone.

💡 Memory Hook

Client expresses the need; employee listens and resolves

📖 7. Assessment Rubric

★ Must-know

• The four assessment criteria are:

  • Clarity and structure of the message
  • Use of assertive techniques
  • Active listening and empathy
  • Conflict resolution

• Each rubric criterion is scored from 1 to 4, where 1 is low, 2 is improvable, 3 is good, and 4 is excellent.

Further detail

• After each pair performs for 3-5 minutes, another pair evaluates the performance using the rubric.

• A score of 3 corresponds to a message that is understandable and ordered, while a score of 4 corresponds to a message that is very clear, structured, and convincing.

📊 Synthesis Tables

Role Responsibilities

Role	Main actions	Expected communication
Client/User	Explain the concern, state the demand, react to the response	May be angry, worried, or doubtful
Company/Administrator	Listen, show empathy, offer solutions, maintain professionalism	Clear, assertive, respectful tone