Role Play Ideas for Business Communication

by Miranda Brookins

A role-playing activity might include making a cold call to a prospective customer to educate him about the product or service your company offers. If you own a brick-and-mortar retail store, you might let customers role play suggesting a product to a customer, based on her needs.

No matter how hard you try to please your customers, it is inevitable that you will get a customer who is unsatisfied with the level of service your company provided, or the product or service they purchase from your company. Your customer service team needs to be trained to deal with these disgruntled customers without ruining the company's reputation. For example, a customer might visit your store complaining about a missing button, so the role-playing exercise can show employees that the proper way to handle the issue is to replace the item and provide the customer with a discount card for a future purchase.

Teach your employees how to positively interact with each other in the workplace. A role playing exercise might include having employees role play resolving an error found in a report or demonstrating how to work together as a team.

Conducting interviews is part of the employee recruiting process. As a role-playing exercise, you can teach your human resources staff and managers how to conduct effective employee interviews. Act as the potential employees, while your human resources staff or managers conduct mock interviews. Provide them with feedback to let the know which questions are appropriate, how to ask follow-up questions and the best ways to get potential employees to share their experience and reveal their personalities.

Employee evaluations give managers an opportunity to critique employee performance and provide employees with new goals for the quarter or year. New managers may need to role play employee evaluation sessions with seasoned managers, so that they know how to approach tough topics such as poor performance. The seasoned manager can act as the employee getting an evaluation, then provide the new member with feedback.

Non-verbal cues are an aspect of business communication you can role play with your employees. During meetings with staff and co-workers or with clients, non-verbal cues such as eye contact and posture are major factors. During the role-playing exercise, you can ask your employees to demonstrate non-verbal cues an employee, who is disinterested with the meeting and how others people around the employee react. A disinterested employee may cross his arms, sit slouched in his seat and avoid eye contact with the person speaking during the meeting. Use this exercise to demonstrate how negative non-verbal cues can affect the tone of a meeting.

Category: Business ideas

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