What do pairs simulate in the role-playing activity?
Real business-administrative situations.
What assessment method is used alongside role-playing in the activity?
Peer assessment with a co-rubric.
What follows the role-playing and peer assessment in the activity?
A final discussion of what worked and what did not.
What does each pair receive in the role-playing activity?
A different scenario within the administrative and business context.
How long does each representation last in the activity?
3-5 minutes.
What communication techniques does the activity aim to apply?
Assertive communication techniques.
Which skills are practised alongside assertive communication in the activity?
Empathy and active listening.
How are classmates' communication skills assessed in the activity?
Through peer evaluation.
What is the first role-play scenario in Administrative Scenarios I?
A defective product complaint.
Which scenario involves a telephone interaction in Administrative Scenarios I?
A telephone interaction with an angry client.
What is the last role-play scenario listed in Administrative Scenarios I?
A job interview.
What is scenario six in Administrative Scenarios II?
A colleague missing deadlines.
Which scenario involves a conflict between two departments?
Scenario seven.
What issue does scenario ten address?
Resolution of an incorrect shipment.
What is scenario eleven about in workplace conflicts?
A complaint about poor service.
Which scenario involves price negotiation with a loyal client?
Scenario twelve.
What issue does scenario fourteen address in workplace conflicts?
Conflict over inappropriate email use.
What does the client or user do when expressing a concern?
They explain the concern or complaint clearly.
What attitudes might a client adopt when stating a demand?
Anger, worry, or doubt.
How does the client react during the company's response?
They react according to the company's response.
How should the company or administrator listen to the client?
They listen actively without interrupting.
What kind of phrases does the company use to show empathy?
Phrases like “I understand your situation.”
What tone should the company maintain when responding?
A respectful, professional tone.
Which four dimensions does the co-rubric assess?
Clarity and structure, assertive techniques, active listening and empathy, conflict resolution.
What score range does each rubric criterion use?
From 1 to 4.
What does a rubric score of 1 indicate?
A low level.
What does a rubric score of 2 indicate?
An improvable level.
What does a rubric score of 3 indicate about a message?
It is understandable and ordered.
What does a rubric score of 4 indicate about a message?
It is very clear, structured, and convincing.
How long does each pair perform before evaluation?
3 to 5 minutes.
Who evaluates the performance after each pair's presentation?
Another pair using the rubric.
Test your knowledge with 14 questions on Communication and Customer Care.
1. Which sequence best describes the structure of the role-playing activity?
2. What duration is assigned to each role-play representation to keep the activity agile?
Review the complete course in the study sheet for Communication and Customer Care.
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