This exercise is ideal for sales staff in a particular organisation. Rather than telling staff what to do, the aim is to get them to come up with the general goal of their department and its role. The idea is that if they formulate a goal for their department, they are more committed to follow it than if a manager tells them. They can also understand the goal better since they make it themselves.

Knowing how to talk on the phone is critical these days as a lot of communication takes place on the phone. Many times, you may need to respond to unusual requests or remarks and think on the spot so you can respond as diplomatically as possible. For example, how would you answer if someone asks you for a favour that you feel you cannot provide while not wanting to appear difficult or cold. As an example for the business world, suppose a customer wants something you don’t have or offer, how can you reply in a positive way to preserve the customer and not disappoint them.

In this exercise, delegates will go through a number of roleplays to practice challenging scenarios.