Transactional Analysis Business Games | Employee Relations | Business

1

1A8LL CI CCN1LN1S

"GAML 1ť M¥ LMÞLC¥LLţ M¥ IkILND" ŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦ 1
"GAML 2ť I CAkL ICk ¥CU"ŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦ 6
"GAML 3ť WnC'S 1nL 8CSS?" ŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦ 12
"GAML 4ť I GC1 MCkL!¥CU LCSLk!" ŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦ 16
"GAML Sť I WCN1 LL1 ¥CU kILL ML!" ŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦ 20
"GAML 6ť I1S ALL nIS IAUL1" ŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦ 24
"GAML 7ť NC! I AM kIGn1"ŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦ 28
"GAML 8ť ÞAMÞLk 1nL ÞAkLN1" ŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦ 32
"GAML 9ť I AM nLkCţ ¥CU AkL 2LkC" ŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦ 3S
"GAML 10ť NC 8CD¥ LCVLS ML" ŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦ 40
"GAML 11ť MLGA 8US1UÞ" ŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦ 44
"GAML 12ť SA8C1AGL" ŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦ 48
ƍGAML 13ť SCWING SLLDS CI DISSLNSICN" ŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦ S3
"GAML 14ť IIkING 1nL LMÞLC¥LL" ŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦŦ S8
"GAML 1Sť 8LWAkL 1n¥ CUS1CMLk" ŧŧŧŧŧŧŧŧŧŦŧŧŧŦ61





"GAML 1ť M¥ LMÞLC¥LLţ M¥ IkILND"
CnILD]ÞAkLN1]ADUL1 1kANSAC1ICNS

UL1LkICk MC1IVL
MANAGLk Ať A manager LhaL belleves ln Lhe exlsLence of Lheory x ln Lhe work force of hls organlzaLlonŦ
Pls ulLerlor moLlve ln Lhe LransacLlon shown ls Lhe exlsLence of lazlnessţ lack of moLlvaLlon and lnLeresL
among Lhe workforceŦ
MANAGLk 8ť A manager LhaL belleves ln Lhe exlsLence of Lheory ? ln Lhe work force of hls organlzaLlonŦ
Pls ulLerlor moLlve ln Lhe LransacLlon shown ls LhaL wlLh Lhe help of moLlvaLlon ln an organlzaLlonţ any
employee ln Lhe organlzaLlon can do wondersŦ Accordlng Lo hlmţ Lhere ls no dlfference beLween Lheory
x and Lheory ? employees excepL Lhe lack of moLlvaLlonŦ

ÞUkÞCSL CI GAML
1hls game has been deslgned Lo reflecL upon a LransacLlon LhaL occurs beLween managers ln
organlzaLlons who elLher LoLally belleve ln Lhelr workforce on one hand or do noL on Lhe oLherŦ

S1kCkING
1he sLroklng facLor does noL exlsL Lo a large exLenL ln Lhe LransacLlon shown below slnce manager A ls
Lrylng Lo valldaLe hls polnL and only parLlally agrees Llll Lhe end of Lhe conversaLlon wlLh a manager 8
who ls ln harmony wlLh Lhe concepL of Lheory ?Ŧ

CVLkALL LIILC1
1he analysls of Lhls game would resulL ln a clear plcLure for Lhe reader Lo analyze dlfferenL approaches
used by human resource managers wlLh regard Lo managlng Lhe performance of Lhelr employeesŦ

MAIN 1kANSAC1ICNS
Manager Ať "Lmployees! WhaL do Lhey Lhlnk Lhey are? 1hey wanL Lo run offţ Lhe very lnsLanL you allow
LhemŦ" (ÞarenL)

Manager 8ť ºWhaL makes you Lalk llke Lhls? WhaL happened?" (AdulL)

Manager Ať ºWhaL happened? ?ou Lell me has lL ever happened LhaL your subordlnaLe employee comes
up runnlng Lo you asklng for work? 1haL would be a mlracle!" (ÞarenL)

Manager 8ť º(WlLh a smlle)ŧl Lhlnk Lhey would deflnlLely come lf we moLlvaLe Lhemţ we make Lhem
en[oy Lhelr workţ glve Lhem Lhe confldence ln whaL Lhey doŦ ?ou Lhen seeţ how Lhey come runnlng Lo us
asklng for work" (AdulL)



Manager Ať º?ou Lhlnkţ l don'L Lry Lo moLlvaLe Lhemţ l don'L glve Lhem Lhe work Lhey wanL? no maLLer
whaL you doţ whaL you Lry or whaL you sayţ Lhey would always love Lo spend quarLer of Lhe day worklng
ln Lhe cabln whlle Lhe ma[or chunk of Lhe day slpplng coffee ln Lhe cafe" (Chlld)

Manager 8ť º?ou may be rlghLŧhave you ever LhoughL may beţ lL's noL all Lhelr faulLŦ May beţ we are
equally responslbleŦ We agree LhaL we are Lhelr supervlsorsŧcorrecL? 1hen don'L you Lhlnk a flaw exlsLs
ln our processţ a flaw such as communlcaLlon gapŦ" (AdulL)

Manager Ať ºCh yes! l agree wlLh you compleLelyŦ CommunlcaLlon gapŧ LhaL ls whaL you saldŧrlghLţ our
employees know LhaL lL exlsLsţ buL are Lhey sad abouL lL? noL aL allţ Lhey don'L come communlcaLlng Lo
us because Lhey already have Lhe well knlL chaLLlng ground among Lhemselves abouL usŦ 1hey slmply
know how Lo blame us for Lhelr bad performancesŦ" (ÞarenL)

Manager 8ť ºl sLlll don'L agree wlLh youŦ lf an employee doesn'L come Lo us Lo Lalk abouL hls problemţ
glve us a plaLform Lo moLlvaLe hlmţ lL's parLlally our faulL as wellŦ" (AdulL)

Manager Ať ºCk! LeL's conslder l agree wlLh whaL you say! 1ell meţ how exacLly l can make employees
moLlvaLed Lo workţ make Lhem lnlLlaLe ldeasţ when Lhey Lhemselves are noL wllllng Lo lmprove Lhelr
performanceŦ" (AdulL)

Manager 8ť ºSure! l can Lell you how Lo do LhaL! llrsL sLep! 1hlnk yourself as Lhelr cusLodlanŦ uevelop ln
yourself Lhe rlghL seL of assumpLlons abouL LhemŦ" (AdulL)

Manager Ať º8lghL assumpLlons? ?ou mean l should make some sLandards?" (AdulL)

Manager 8ť ºnoL acLually quanLlLaLlve sLandardsţ howeverţ you have Lo develop Lhe bellef for yourself
LhaL your employees wanL Lo work and you are Lhe one who has Lo manage Lhelr performanceŦ" (AdulL)

Manager Ať ºSo you are saylng LhaL up Llll now l have noL Lrled Lo help my employees perform hlgh and
am noL managlng Lhelr performanceŦ" (Chlld)

Manager 8ť º?ou see! Cood performance lsn'L always Lhe resulL! SomeLlmes Lhey are moLlvaLedţ Lhey
wanL Lo work yeL Lhey glve a bad ouLpuLŦ AL Lhese lnsLancesţ you have Lo LrusL ln Lhem and make sure
LhaL one fallure does noL de moLlvaLe LhemŦ" (AdulL)

Manager Ať ºnow LhaL sounds lnLeresLlng! 1ell me moreŦ" (AdulL)

Manager 8ť ºAnoLher Lool LhaL helps you manage your work force ls Lo know abouL Lhe emoLlonal
healLh of your employees LhaL ls Lo keep Lhe check and balance on Lhelr wanLs and needsţ Lhelr career
paLhsţ Lhelr deslred work envlronmenL eLcŦ" (AdulL)



Manager Ať ºPmmmŧso Lhey have Lhe envlronmenL and l glve Lhem whaL you sayŦ uevelop my own
frame of mlnd as wellţ are we sure LhaL ln Lhe end we would geL Lhem moLlvaLed?" (AdulL)

Manager 8ť ºWe have Lhe soluLlon! 1he execuLlon ls ln our handŦ See! We have selecLed Lhem ourselvesŤ
we are provldlng Lhem wlLh Lhe Lhlngs LhaL can furLher moLlvaLe LhemŦ now ls Lhe Llme Lo LrusL Lhem
and slmply gulde LhemŦ" (AdulL)

Manager Ať º?ea! ?ea! LeL me glve lL a Lryŧlf lL even works ouLŧ" (AdulL)

Manager 8ť ºCood luck! l am glad LhaL you have consldered my advlce and wlll hopefully do a greaL [obŦ"
(AdulL)

AL1LkNA1L 1kANSAC1ICNS
Manager Ať "Lmployees! l have been Lrylng Lo flgure ouL whaL demoLlvaLes Lhem? WhaL ls Lhe reason
for Lhelr under par performance?" (AdulL)

Manager 8ť ºWhaL makes you Lalk llke Lhls? WhaL happened?" (AdulL)

Manager Ať ºWhaL happened? l Lry Lo moLlvaLe Lhem and Lhe resulL usually lsn'L Lhe way we wanLţ l
guess mlracles now can only now help us" (AdulL)

Manager 8ť º(WlLh a smlle)ŧl Lhlnk Lhey would deflnlLely come lf we moLlvaLe Lhemţ we make Lhem
en[oy Lhelr workţ glve Lhem Lhe confldence ln whaL Lhey doŦ ?ou Lhen seeţ how Lhey come runnlng Lo us
asklng for work" (AdulL)

Manager Ať ºl have been Lrylng Lo moLlvaLe Lhem buL l don'L see clear cuL lmprovemenLs ln Lhelr
behavlors whlch makes me belleve LhaL Lhey are dlfferenL seLs of employeesţ one's who are lnsLanLly
moLlvaLed and one's who are never moLlvaLed (Lndlng wlLh a smlle)" (AdulL)

Manager 8ť º?esţ you are rlghLŧpeople are llke [lgsaw puzzles! Lveryone ls dlfferenL! Poweverţ have you
ever LhoughLţ may beţ lL's noL all Lhelr faulLŦ May beţ we are equally responslbleŦ We agree LhaL we are
Lhelr supervlsorsŧcorrecL? 1hen don'L you Lhlnk a flaw exlsLs ln our processţ a flaw such as
communlcaLlon gapŦ" (AdulL)

Manager Ať ºCh yes! l agree wlLh you compleLelyŦ CommunlcaLlon gapŧ LhaL ls whaL you saldŧrlghLţ our
employees know LhaL lL exlsLsţ buL are Lhey sad abouL lL? noL aL allţ Lhey don'L come communlcaLlng Lo
us because Lhey already have Lhe well knlL chaLLlng ground among Lhemselves abouL usŦ 1hey slmply
know how Lo blame us for Lhelr bad performancesŦ" (ÞarenL)

Manager 8ť ºl sLlll don'L agree wlLh youŦ lf an employee doesn'L come Lo us Lo Lalk abouL hls problemţ
glve us a plaLform Lo moLlvaLe hlmţ lL's parLlally our faulL as wellŦ" (AdulL)



Manager Ať ºCk! LeL's conslder l agree wlLh whaL you say! 1ell meţ how exacLly l can make employees
moLlvaLed Lo workţ make Lhem lnlLlaLe ldeasţ when Lhey Lhemselves are noL wllllng Lo lmprove Lhelr
performanceŦ" (AdulL)

Manager 8ť ºSure! l can Lell you how Lo do LhaL! llrsL sLep! 1hlnk yourself as Lhelr cusLodlanŦ uevelop ln
yourself Lhe rlghL seL of assumpLlons abouL LhemŦ" (AdulL)

Manager Ať º8lghL assumpLlons? ?ou mean l should make some sLandards?" (AdulL)

Manager 8ť ºnoL acLually quanLlLaLlve sLandardsţ howeverţ you have Lo develop Lhe bellef for yourself
LhaL your employees wanL Lo work and you are Lhe one who has Lo manage Lhelr performanceŦ" (AdulL)

Manager Ať ºl really wanL Lo do LhaLţ however l aL Llmes geL unhappy when resulLs aren'L so frulLfulŦ"
(ÞarenL)

Manager 8ť º?ou see! Cood performance lsn'L always Lhe resulL! SomeLlmes Lhey are moLlvaLedţ Lhey
wanL Lo work yeL Lhey glve a bad ouLpuLŦ AL Lhese lnsLancesţ you have Lo LrusL ln Lhem and make sure
LhaL one fallure does noL de moLlvaLe LhemŦ" (AdulL)

Manager Ať ºnow LhaL sounds lnLeresLlng! 1ell me moreŦ" (AdulL)

Manager 8ť ºAnoLher Lool LhaL helps you manage your work force ls Lo know abouL Lhe emoLlonal
healLh of your employees LhaL ls Lo keep Lhe check and balance on Lhelr wanLs and needsţ Lhelr career
paLhsţ Lhelr deslred work envlronmenL eLcŦ" (AdulL)

Manager Ať ºPmmmŧso Lhey have Lhe envlronmenL and l glve Lhem whaL you sayŦ uevelop my own
frame of mlnd as wellţ are we sure LhaL ln Lhe end we would geL Lhem moLlvaLed?" (AdulL)

Manager 8ť ºWe have Lhe soluLlon! 1he execuLlon ls ln our handŦ See! We have selecLed Lhem ourselvesŤ
we are provldlng Lhem wlLh Lhe Lhlngs LhaL can furLher moLlvaLe LhemŦ now ls Lhe Llme Lo LrusL Lhem
and slmply gulde LhemŦ" (AdulL)

Manager Ať º?ea! ?ea! LeL me glve lL a Lryŧlf lL even works ouLŧ" (AdulL)

Manager 8ť ºCood luck! l am glad LhaL you have consldered my advlce and wlll hopefully do a greaL [obŦ"
(AdulL)



"GAML 2ť I CAkL ICk ¥CU"
ADUL1]CnILD 1kANSAC1ICN
UL1LkICk MC1IVL
MANAGLkť 1he person who ls our appralser ln Lhe LransacLlon shown below ls Lhe supervlsor of
Lhe oLher parLy lŦeŦ Lhe employeeŦ Pls ulLerlor moLlve ls Lo suggesL a growLh program for Lhe
employee ln Lhe form of a LralnlngŦ
LMÞLC¥LLť 1he person who ls Lhe appralsee ln Lhe LransacLlon shown below has Lhe ulLerlor
moLlve of recelvlng a promoLlon as a resulL of Lhe performance shown ln Lhe performance
perlod belng assessed ln Lhls appralsal meeLlngŦ

ÞUkÞCSL CI GAML
1hls game has been deslgned Lo reflecL upon a LransacLlon LhaL occurs beLween appralsers and
appralsee's wlLhln organlzaLlons durlng one Lo one performance appralsal meeLlngsŦ

S1kCkING
1he sLroklng facLor ln Lhe LransacLlon below ls belng deplcLed as a Lwo way processŦ 1he manager has
Lrled Lo sLroke Lhe deslre of recognlLlon of Lhe employee by offerlng her alLernaLlvesŦ

CVLkALL LIILC1
1he analysls of Lhls game would resulL ln a clear plcLure for Lhe reader Lo analyze Lhe approach LhaL may
be used by an appralser for dellverlng unaccepLed news Lo an appralsee so LhaL Lhe appralsee doesn'L
feel posL appralsal demoLlvaLlonŦ

MAIN 1kANSAC1ICNS
Managerť ºPello Salma! Þlease have a seaLŦ Pow are you Loday?" (AdulL)

Lmp|oyeeť "1o be honesLţ l'm a llLLle nervous" (Chlld)

Managerť"1haL's normalŦ l Lense up before my revlews LooŦ Cverallţ Salmaţ your performance
LhroughouL Lhe year has been saLlsfacLoryŦ Some aspecLs of your performance are sLrong and oLher
aspecLs do need lmprovemenL Ŧ Ŧ Ŧ" (AdulL)



Lmp|oyeeť ºSaLlsfacLory? 1he cusLomer surveys lndlcaLe LhaL cusLomers are very happy wlLh our
cusLomer servlce!" (Chlld)

Managerť º1haL's cerLalnly correcL! ?ou deserve a loL of credlL for Lhe wonderful resulLs on LhaL survey!
noL only does lL reflecL on your ablllLy Lo provlde hlghŴquallLy servlceţ buL lL also reflecLs very well on
your ablllLy Lo moLlvaLe Lhe Lwo people who reporL Lo you and Ŧ Ŧ Ŧ" (AdulL)

Lmp|oyeeť ºSo why ls my performance only saLlsfacLory?" (Chlld)

Managerť ºWhlle Lhe quallLy of cusLomer servlce ls very hlghţ efflclency has fallen and your deparLmenL
ls way over budgeLŦ We have dlscussed Lhls LhroughouL Lhe yearţ and as you knowţ we have had Lo add
Lemps durlng Lhe busler perlods Lo keep up wlLh Lhe callsŦ" (AdulL)

Lmp|oyeeť ºl know we are sllghLly over budgeLţ buL my [ob ls Lo keep cusLomers happy and Lhere's no
quesLlon abouL how happy Lhey are Ŧ Ŧ Ŧ" (Chlld)

Managerť ºÞrlmarlly because of Lhe Lemps we've ended up a full percenL over budgeLŦ Cur average
number of calls handled per cusLomer servlce person has fallen from Lwelve per hour lasL year Lo [usL
under nlne Lhls yearŦ 1haL's a falloff of over percenLŦ ?ou do need Lo work aL lmprovlng Lhe quanLlLy
of calls handledŦ" (AdulL)

Lmp|oyeeť ºl sLlll Lhlnk l have done a good [obŦ Ŧ Ŧ" (Chlld)

Managerť ºAs l menLloned beforeţ l agree Lo whaL you sayŦ Poweverţ l belleve LhaL you have Lhe
capablllLy Lo grow and perform beLLerŦ WhaL we have Lo declde now ls Lo flnd a wayţ Lo deal wlLh Lhls
slLuaLlonŦ" (AdulL)

Lmp|oyeeť "l see whaL you mean buL l was expecLlng a promoLlon Lhls LlmeŦ l focused my efforLsţ dld my
besL and reached my LargeLsŦ" (Chlld)



Managerť º?eahţ your LargeLs were reachedţ however parLlallyŦ l have a soluLlonţ lf noL a grade
promoLlonţ we could offer you a Lralnlng LhaL would furLher pollsh your skllls and make your efforLs
more frulLfulŦ" (AdulL)

Lmp|oyeeť "WhaL Lype of Lralnlng do you suggesL? Can you be more speclflc?" (AdulL)

Managerť "SureŦ l have LhoughL of a couple of opLlonsţ such as Lralnlng ln '1lme managemenL' or
Lralnlng ln 'Lfflclency enhancemenL ln cusLomer servlce'Ŧ l would llke Lo know your feedback Ǝ
suggesLlonsŦ" (AdulL)

Lmp|oyeeť ºl llke your ldeaŤ however LhaL's noL whaL l wanLedŦ" (AdulL)

Managerť"1hls offer would deflnlLely make you happyŦ We wlll send you abroad for LralnlngŦ 1hls would
help you lmprove your performance for Lhe fuLureţ enabllng you Lo esLabllsh beLLer goalsŦ" (AdulL)

Lmp|oyeeť ºAhanţ knowlng Lhe person LhaL l amţ l llke Lo learn and growŧŧŧŧwhaL you offer
seems Lo be lnLeresLlngŦ 8egardlng my cholce of Lralnlngţ l would prefer Lo go for one ln 'Lfflclency
enhancemenL ln cusLomer servlce'Ŧ" (AdulL)

Managerť ºl am glad wlLh your cholceŦ l would ask you Lo come Lo my offlce wlLhln a day or so
Lo dlscuss furLher deLalls of Lhe LralnlngŦ" (AdulL)

Lmp|oyeeť "SureŦ l am happy LhaL we have come Lo [olnL Lerms wlLh regard Lo my appralsalŦ"
(AdulL)

AL1LkNA1L 1kANSAC1ICNS
Managerť ºPello Salma! Þlease have a seaLŦ Pow are you Loday?" (AdulL)



Lmp|oyeeť "1o be honesLţ l'm very happy LhaL you have Laken ouL Llme Lo dlscuss my appralsal wlLh me"
(AdulL)

Managerť"Me Looţ lL's my responslblllLy Lo dlscuss my employee's performance and Lo help Lhem growŦ
Cverallţ Salmaţ your performance LhroughouL Lhe year has been saLlsfacLoryŦ Some aspecLs of your
performance are sLrong and oLher aspecLs do need lmprovemenL Ŧ Ŧ Ŧ" (AdulL)

Lmp|oyeeť ºPmmmţ buL Lhe cusLomer surveys lndlcaLe LhaL cusLomers are very happy wlLh our
cusLomer servlce!" (AdulL)

Managerť º1haL's cerLalnly correcL! ?ou deserve a loL of credlL for Lhe wonderful resulLs on LhaL survey!
noL only does lL reflecL on your ablllLy Lo provlde hlghŴquallLy servlceţ buL lL also reflecLs very well on
your ablllLy Lo moLlvaLe Lhe Lwo people who reporL Lo you and Ŧ Ŧ Ŧ" (AdulL)

Lmp|oyeeť ºl would llke Lo know Lhe deLalls of my performance LhaL you have used whlle assessmenL?"
(AdulL)

Managerť ºWhlle Lhe quallLy of cusLomer servlce ls very hlghţ efflclency has fallen and your deparLmenL
ls way over budgeLŦ We have dlscussed Lhls LhroughouL Lhe yearţ and as you knowţ we have had Lo add
Lemps durlng Lhe busler perlods Lo keep up wlLh Lhe callsŦ" (AdulL)

Lmp|oyeeť ºl know l dld a bad [ob wlLh regard Lo budgeL managemenLţ because my focus was
concenLraLed on keeplng my cusLomers happyŦ" (AdulL)

Managerť ºÞrlmarlly because of Lhe Lemps we've ended up a full percenL over budgeLŦ Cur average
number of calls handled per cusLomer servlce person has fallen from Lwelve per hour lasL year Lo [usL
under nlne Lhls yearŦ 1haL's a falloff of over percenLŦ ?ou do need Lo work aL lmprovlng Lhe quanLlLy
of calls handledŦ" (AdulL)

10

Lmp|oyeeť º?esţ call handllng was a ma[or lssue durlng Lhe pasL perlodţ so whaL soluLlon can we Lhlnk
of?" (AdulL)

Managerť ºl belleve LhaL you have Lhe capablllLy Lo grow and perform beLLerŦ l guess l have a soluLlon Lo
deal wlLh Lhls slLuaLlonŦ" (AdulL)

Lmp|oyeeť "l seeţ could you Lell me your soluLlon! l wlll Lry Lo work beLLer Lo geL a promoLlon LhaL l
wlshed for Lhls appralsal perlodŦ" (AdulL)

Managerť º?eahţ your LargeLs were reachedţ however parLlallyŦ l have a soluLlonţ lf noL a grade
promoLlonţ we could offer you a Lralnlng LhaL would furLher pollsh your skllls and make your efforLs
more frulLfulŦ" (AdulL)

Lmp|oyeeť "WhaL Lype of Lralnlng do you suggesL? Can you be more speclflc?" (AdulL)

Managerť "SureŦ l have LhoughL of a couple of opLlonsţ such as Lralnlng ln '1lme managemenL' or
Lralnlng ln 'Lfflclency enhancemenL ln cusLomer servlce'Ŧ l would llke Lo know your feedback Ǝ
suggesLlonsŦ" (AdulL)

Lmp|oyeeť ºl llke your ldeaŤ however LhaL's noL whaL l wanLedŦ" (AdulL)

Managerť"1hls offer would deflnlLely make you happyŦ We wlll send you abroad for LralnlngŦ 1hls would
help you lmprove your performance for Lhe fuLureţ enabllng you Lo esLabllsh beLLer goalsŦ" (AdulL)

Lmp|oyeeť ºAhanţ knowlng Lhe person LhaL l amţ l llke Lo learn and growŧŧŧŧwhaL you offer
seems Lo be lnLeresLlngŦ 8egardlng my cholce of Lralnlngţ l would prefer Lo go for one ln 'Lfflclency
enhancemenL ln cusLomer servlce'Ŧ" (AdulL)

11

Managerť ºl am glad wlLh your cholceŦ l would ask you Lo come Lo my offlce wlLhln a day or so
Lo dlscuss furLher deLalls of Lhe LralnlngŦ" (AdulL)

Lmp|oyeeť "SureŦ l am happy LhaL we have come Lo [olnL Lerms wlLh regard Lo my appralsalŦ"
(AdulL)










1

"GAML 3ť WnC'S 1nL 8CSS?"
ÞAkLN1]CnILD 1kANSAC1ICN
UL1LkICk MC1IVL
SUÞLkVISCkť 1he person who ls our appralser ln Lhe LransacLlon shown below ls Lhe supervlsor
of Lhe oLher parLy lŦeŦ Lhe employeeŦ Pls ulLerlor moLlve ls Lo Lell Lhe employee LhaL hls
performance was below parŦ
LMÞLC¥LLť 1he person who ls Lhe appralsee ln Lhe LransacLlon shown below has Lhe ulLerlor
moLlve of provlng LhaL hls performance level was good and he deserved beLLer performance
raLlngŦ Penceţ Lrylng Lo convlnce hlm LhaL he hasn'L recelved a falr performance raLlngŦ

ÞUkÞCSL CI GAML
1hls game has been deslgned Lo reflecL upon a LransacLlon LhaL occurs beLween appralsers and
appralsee's wlLhln organlzaLlons durlng one Lo one performance appralsal meeLlngs showlng posL
performance confllcLŦ

S1kCkING
Slnce Lhese LransacLlons were based on posL performance confllcL beLween employee and bossţ ln whlch
boLh are Lrylng Lo prove Lhelr polnL by negaLlng each oLherŦ So each parLy ln Lhe LransacLlon dld noL
recelve any sLroklngŦ

CVLkALL LIILC1
1he analysls of Lhls game would resulL ln a clear lndlcaLlon of Lhe reasons LhaL why appralsal revlews lf
noL lmplemenLed properly resulL ln confllcLs beLween supervlsors and Lhelr subordlnaLe employeesŦ

MAIN 1kANSAC1ICNS
Lmp|oyeeť (LnLers Lhe roomţ Lhrows Lhe appralsal reporL on supervlsor's deskŦ) (Chlld)

Superv|sorť (Clves Lhe employee a dlrLy lookŦ) (ÞarenL)

Lmp|oyeeť "WhaL exacLly ls Lhls?" (Chlld)

Superv|sorť (Þlcks up Lhe flle and says)ţ ºLooks llke your appralsalŦ" (ÞarenL)

Lmp|oyeeť "An unfalr appralsal Lo be preclseŦ" (Chlld)

Superv|sorť ºWellţ LhaL's a common complalnL whenever anyone geLs a poor appralsalŦ" (ÞarenL)

1

Lmp|oyeeť "Ch really! uld you even open up my flle whlle you were flllng Lhls?" (ÞarenL)

Superv|sorť "uo you really wanL Lo geL lnLo Lhe deLalls of lL?" (ÞarenL)

Lmp|oyeeť ºWellŦ Why noL? LeL's geL Lhrough lLŦ" (ÞarenL)

Superv|sorť ºSulLs me flneŦ LeL's do lL now! º(ÞarenL)
(Cpen employees flle from hls lapLop)

Superv|sorť ºPere are Lhe deLallsŦ now do you wanL me Lo go Lhrough each of Lhese assessmenLs one by
one?" (AdulL)

Lmp|oyeeť º?es! Þlease doŦ" (ÞarenL)

Superv|sorť (Pe plcks ouL Lhe lasL quarLer and polnLs ouL poor performance raLlngs) (ÞarenL)

Lmp|oyeeť ºWhy are you [usL looklng aL Lhe lasL quarLer's record? l have been here Lhe whole yearŦ"
(Chlld)

Superv|sorť º?ou were dolng average ln Lhe enLlre year anywaysţ and you have gone from average Lo
worseŦ" (ÞarenL)

Lmp|oyeeť ºCk! So lf l was worklng so poorlyţ wasn'L lL your [ob Lo aL leasL warn me of my mlsLakes?"
(Chlld)

Superv|sorť ºlL ls noL my [ob Lo baby slL you all Lhe LlmeŦ" (ÞarenL)

Lmp|oyeeť º?ou could have Lold me someLhlngŦ" (Chlld)

Superv|sorť ºWell! l am Lelllng you nowŤ you need Lo be more responslble and proacLlve abouL your
performance ln Lhls company or you wonL lasL Lo see your nexL appralsal!" (ÞarenL)

Lmp|oyeeť ºWe'll see abouL LhlsŦ ?ou Lhlnk LhaL [usL because you're my supervlsor you can Lake ouL
your bad day on meŦ Wellţ l'm golng Lo Lake Lhls maLLer up wlLh Lhe P8 deparLmenL!" (Lmployee slams
ouL of Lhe room) (Chlld)

AL1LkNA1L 1kANSAC1ICNS
Lmp|oyeeť (LnLers Lhe roomţ Lhrows Lhe appralsal reporL on supervlsor's deskŦ) (Chlld)

Superv|sorť (Clves Lhe employee an enqulrlng lookŦ) (AdulL)

1

Lmp|oyeeť "WhaL exacLly ls Lhls?" (Chlld)

Superv|sorť (Þlcks up Lhe flle and says)ţ ºlL's your appralsalţ lf l am noL wrongţ LhaL's Lhe reason you are
here!Ŧ" (AdulL)

Lmp|oyeeť "An unfalr appralsal Lo be preclseŦ" (Chlld)
Superv|sorť ºWellţ l won'L sLop you from sharlng your LhoughLs wlLh me regardlng your appralsalŦ l
however won'L agree wlLh you compleLely on Lhls maLLer" (AdulL)

Lmp|oyeeť "Ch really! uld you even open up my flle whlle you were flllng Lhls?" (ÞarenL)

Superv|sorť "?es! l have gone Lhrough a Lhorough analysls of your work durlng Lhe prevlous
performance perlod LhaL has Lo be appralsed and afLer LhaLţ l have glven my evaluaLlonţ Powever! lf you
wanL us Lo Lalk abouL your assessmenLţ l would be glad Lo share lL wlLh you" (AdulL)

Lmp|oyeeť ºWellŦ Why noL? LeL's geL Lhrough lLŦ" (ÞarenL)

Superv|sorť ºAlrlghL! Clve me a mlnuLe Lo open your flle ln my lapLop º(AdulL)
(Cpen employees flle from hls lapLop)

Superv|sorť ºPere are Lhe deLallsŦ now do you wanL me Lo go Lhrough each of Lhese assessmenLs one
by one?" (AdulL)

Lmp|oyeeť º?es! Þlease doŦ" (ÞarenL)

Superv|sorť (Pe plcks ouL Lhe lasL quarLer and shows overall performance raLlngs) (AdulL)

Lmp|oyeeť ºWhy are you [usL looklng aL Lhe lasL quarLer's record? l have been here Lhe whole yearŦ"
(Chlld)

Superv|sorť º?ou are mlsLakenŤ Pereţ l have shown you Lhe average resulLs of Lhe enLlre appralsal
perlod! lL ls noL [usL Lhe lasL quarLer performance resulL" (AdulL)

Lmp|oyeeť ºCk! lL's good LhaL you clarlfled buL l am sLlll unhappy wlLh Lhe facL of noL geLLlng Lhe
appralsal LhaL l wanLedŦ lL would have been beLLer lf you would have asslsLed me durlng Lhe appralsal
perlod when you saw my performance deLerloraLlng" (AdulL)

Superv|sorť º?es! l agree Lo whaL you sayţ lL's parLlally my lack of aLLenLlon LhaL has caused Lhls
slLuaLlon" (ÞarenL)

Lmp|oyeeť ºWell! Can you suggesL me nowţ whaL l can do Lo reduce Lhe occurrence of poor appralsal
raLlngs ln Lhe near fuLure" (AdulL)
1


Superv|sorť ºWell! ?ou need Lo be more responslble and proacLlve abouL your performance ln Lhls
companyţ l belleve your capablllLles far exceed your currenL performanceţ you can glve ln loLs more Lo
achleve Lhe maxlmum frulLs of your efforLsŦ Cnly remember! ln case of any confuslon or
mlsundersLandlngţ you can always come up Lo meţ l would Lry my besL Lo help you ouL and lasL Lhlng!
uon'L forgeL! We all make mlsLakes! So lL's noLhlng Lo be deŴmoLlvaLed abouL" (AdulL)

Lmp|oyeeť º(Smllesŧ) Wooow! l never LhoughL you wlll help me ouL ln such a wayţ 1hanks! lL doesn'L
feel as bad nowŤ l wlll make sure Lo be ln Louch wlLh you durlng Lhe comlng perlod Lo aLLaln beLLer
resulLsŦ" (AdulL)

1

"GAML 4ť I GC1 MCkL!¥CU LCSLk!"
ÞAkLN1]CnILD]ADUL1 1kANSAC1ICN
UL1LkICk MC1IVL
LMÞLC¥LL Ať 1hls employee has goL a bonus due Lo good raLlngs ln Lhe performance appralsalŦ
ln Lhe LransacLlons glven belowţ hls moLlve ls Lo make Lhe oLher employee feel LhaL Lhe
appralsal sysLem ls falr and hls performance was beLLerţ so he goL a bonusŦ
LMÞLC¥LL 8ť 1hls employee has goL a bad performance appralsal raLlng ln Lhe performance
appralsalŦ ln Lhe LransacLlons glven belowţ hls moLlve ls Lo raLe Lhe performance appralsal
sysLem as unfalr and LhaL he has shown equally good performanceţ yeL has recelved a bad
raLlngŦ

ÞUkÞCSL CI GAML
1hls game has been deslgned Lo reflecL upon a LransacLlon LhaL occurs beLween employees wlLhln an
organlzaLlon on lssues LhaL arlse afLer an appralsal has been conducLed regardlng Lhe falrness of Lhe
appralsal sysLemŦ

S1kCkING
1he parLles lnvolved ln Lhe LransacLlons glven belowţ are noL sLroklng each oLherŦ 1he employeeţ who
has goL good raLlngsţ ls expecLlng some respecL and good response from Lhe oLher employee who has
goL bad raLlngsŦ 8uL he dldn'L recelve any sLroklng ln responseŦ ln Lhe same way Lhe employee who has
recelved bad raLlngţ has noL recelve any sLroklngŦ

CVLkALL LIILC1
1he analysls of Lhls game would resulL ln a clear lndlcaLlon of Lhe reasons LhaL why appralsal revlews lf
noL lmplemenLed properly resulL ln confllcLs beLween employees lŦeŦ colleagues wlLhln an organlzaLlonŦ

MAIN 1kANSAC1ICN
Lmp|oyee Ať (LnLers Lhe room ln a happy moodţ screams ln a loud volce saylng º?LS") (Chlld)

Lmp|oyee 8ť (Clves hlm an anxlousŧ half confused lookŧalready ln a bad mood) (Chlld)

Lmp|oyee Ať ºuld you hear! l goL a bonus from my appralsal Lhls yearŧŧŧŧŧ" (Chlld)

Lmp|oyee 8ť ºCh yeah! l came Lo know LhaL! Who else could have goL one?" (ÞarenL)

Lmp|oyee Ať ºWhaL do you mean? Are you Lrylng Lo Lell me LhaL l dld noL deserve a good appralsal?"
(Chlld)
1


Lmp|oyee 8ť ºl am clearţ l guessŧŧŧŧ l assume we boLh undersLand whaL l am Lrylng Lo
sayŧŧŦlavorlLlsm ls Lhe fuel for a good appralsal" (Chlld)

Lmp|oyee Ať ºlL lsn'L Lrue! Cur appralsal sysLem ls falrŤ l am Lhe besL ln whaL l do" (ÞarenL)

Lmp|oyee 8ť ºl am Lhe besL Loo! (smlles and saysŧ) 8uLţ l dld noL geL a good appralsalŦ 1hey gave me a
bad one ln reLurn of whaL l dld for LhemŦ " (Chlld)

Lmp|oyee Ať º?ou musL have done someLhlng wrong! l am noL llke LhaL! Cur sysLem ls greaL as well"
(ÞarenL)

Lmp|oyee 8ť ºPmmm! LlsLen Lo your wordsţ ?ou appralse Lhem ln whaLever you sayŦŦ ln oLher wordsţ
you llke Lhemţ Lhey llke you (smlles and saysŧ) now you knowţ why you geL good appralsalsŦ" (Chlld)

Lmp|oyee Ať º?ou are slmply Lalklng useless! l won'L buy whaL you say! Look who's Lalklng Lo me" (Chlld)

Lmp|oyee 8ť º?ou are rlghL! Look who's Lalklng Lo you! A crlbblng employee qulLe unhappy abouL Lhls
sysLemŦ WlLh people llke youţ noLhlng wlll or can changeŦ" (Chlld)

Lmp|oyee Ať ºCkay! 1ell me how do you say LhaL your performance ls slmllar Lo mlne? My efforLs
resulLed ln a Ʒ lncrease ln sales ln Lhe pasL appralsal perlod" (ÞarenL)

Lmp|oyee 8ť ºWell! l may noL have caused Ʒ lncrease ln sales buL l dld cause our cusLomer proflle's
Lurnover raLe Lo decrease wlLh my new cusLomer managemenL planŦ lsn'L LhaL a valuable efforL? lL's only
LhaL Lhe Lop managemenL doesn'L reallze lLs lmporLance" (AdulL)

Lmp|oyee Ať ºMy work was good and l made sure LhaL Lhe Lop managemenL reallzes Lhe resulLs LhaL l
have producedŦ ?ou should have done LhaL LooŧŦ" (Chlld)

Lmp|oyee 8ť ºl don'L agreeŧl belleve my work should speak for lLselfţ lL should be ulLlmaLely recognlzed
by all" (Chlld)

Lmp|oyee Ať º(smlles and saysŧ) 1hen lf LhaL's Lhe case! WalL for Lhem Lo reallze lLŧŦŦ" (ÞarenL)

Lmp|oyee 8ť º(glves frownlng looks and saysŧŦ) LhaL's Lhe lasL Lhlngţ l needed Lo hear nowţ leave me Lo
myselfŧŦ" (Chlld)

Lmp|oyee Ať ºWell! l dld noL say anyLhlng wrongţ l slmply gave you a reallzaLlon" (ÞarenL)

Lmp|oyee 8ť º?eahţ ?eah whaLever (slams Lhe door and goes ouL of Lhe room)" (Chlld)

1

AL1LkNA1L 1kANSAC1ICN
Lmp|oyee Ať (LnLers Lhe room ln a happy moodţ screams ln a loud volce saylng º?LS") (Chlld)

Lmp|oyee 8ť (Clves hlm an anxlousŧ half confused lookŧalready ln a bad mood) (Chlld)

Lmp|oyee Ať ºuld you hear! l goL a bonus from my appralsal Lhls yearŧŧŧŧŧ" (Chlld)

Lmp|oyee 8ť ºCh yeah! l came Lo know LhaL! Who else could have goL one?" (ÞarenL)

Lmp|oyee Ať ºWell! l am happy Lo know LhaL l was expecLed Lo geL a good appralsal Lhls year by manyŦ
PonesLlyţ l gave ln a loL of efforL Lhls Llme" (AdulL)

Lmp|oyee 8ť ºl am clearţ l guessŧŧŧŧ l assume we boLh undersLand whaL l am Lrylng Lo
sayŧŧŦlavorlLlsm ls Lhe fuel for a good appralsal" (Chlld)

Lmp|oyee Ať ºlL lsn'L Lrue! Cur appralsal sysLem ls falrŤ lL glves an equal chance Lo everyone Lo show
hls/her capablllLles and be recognlzed for lL" (AdulL)

Lmp|oyee 8ť º1haL lsn'L Lrue! My capablllLles were noL recognlzed and l dld noL geL a good appralsalŦ
1hey gave me a bad one ln reLurn of whaL l dld for LhemŦ " (Chlld)

Lmp|oyee Ať ºWell! 1ry Lo flnd ouL whaL you dld wrong! lL mlghL help you ouL ln undersLandlng your
appralsal resulL for Lhls year" (AdulL)

Lmp|oyee 8ť ºPmmm! LlsLen Lo your wordsţ ?ou appralse Lhem ln whaLever you sayŦŦ ln oLher wordsţ
you llke Lhemţ Lhey llke you (smlles and saysŧ) now you knowţ why you geL good appralsalsŦ" (Chlld)

Lmp|oyee Ať º?ou are slmply ln sLressţ you should Lake some Llme Lo Lhlnk abouL Lhe pro's and con's of
Lhe sysLem and Lhen glve your commenLs ln regards Lo your appralsal" (AdulL)

Lmp|oyee 8ť ºl am sure you are Lhlnklng who Lhls person ls ŧ ln shorL he ls a crlbblng employee qulLe
unhappy abouL Lhe sysLem" (Chlld)

Lmp|oyee Ať ºCkay! 1ell me how do you say LhaL your performance ls slmllar Lo mlne? My efforLs
resulLed ln a Ʒ lncrease ln sales ln Lhe pasL appralsal perlod" (ÞarenL)

Lmp|oyee 8ť ºWell! l may noL have caused Ʒ lncrease ln sales buL l dld cause our cusLomer proflle's
Lurnover raLe Lo decrease wlLh my new cusLomer managemenL planŦ lsn'L LhaL a valuable efforL? lL's only
LhaL Lhe Lop managemenL doesn'L reallze lLs lmporLance" (AdulL)

Lmp|oyee Ať ºMy work was appreclaLed by Lhe Lop managemenL because Lhe resulLs were qulLe
promlnenL and successfulţ why don'L you Lry Lo do whaL l dld nexL Llme?" (ÞarenL)
1


Lmp|oyee 8ť ºl don'L agreeŧl belleve my work should speak for lLselfţ lL should be ulLlmaLely recognlzed
by all" (Chlld)

Lmp|oyee Ať º(smlles and saysŧ) 8elleve meţ lL doesn'L work LhaL wayŧŦŦyou need Lo communlcaLe your
efforLs Lo your Lop managemenLţ Lo your fellow colleagues so LhaL you geL Lhe deserved appreclaLlon"
(ÞarenL)

Lmp|oyee 8ť º(glves frownlng looks and saysŧŦ) LhaL's Lhe lasL Lhlngţ l needed Lo hear nowţ leave me Lo
myselfŧŦ" (Chlld)

Lmp|oyee Ať ºWell! l am sure when you are cooler ln a day or Lwoţ you would llsLen Lo my advlce more
effecLlvelyţ Lake your Llme for nowŧŦ" (ÞarenL)

Lmp|oyee 8ť º?eahţ may beţ l wlll LryŧŧŧŦŦ (Chlld)





0

"GAML Sť I WCN1 LL1 ¥CU kILL ML!"
CnILD]ÞAkLN1]ADUL1 1kANSAC1ICN
UL1LkICk MC1IVL
LMÞLC¥LL Ať 1hls employee ls qulLe unhappy wlLh Lhe layoffs LhaL have been sLarLed off ln Lhe
companyŦ Pe has losL hls LrusL ln hls Lop managemenL and he feels deŴmoLlvaLed knowlng LhaL Lhe Lop
managemenL ls ln a crlsls aL Lhls momenLŦ
LMÞLC¥LL 8ť 1hls employee ls also parL of Lhe same organlzaLlon howeverţ he as an opLlmlsLlc aLLlLude
Lowards Lhe problem and hence ls Lrylng Lo convlnce Lhe oLher employee Lo help hlm ouL lmplemenL a
soluLlon Lo Lhls problem LhaL he has come up wlLhŦ

ÞUkÞCSL CI GAML
1hls game has been deslgned Lo reflecL upon a LransacLlon LhaL occurs beLween employees wlLhln an
organlzaLlon on lssues relaLlng Lo layoffs LhaL occur due Lo unexpecLed crlslsŦ

S1kCkING
1he parLles lnvolved ln Lhe LransacLlons glven below are sLroklng each oLher slnce Lhey share Lhe same
problemţ however Lhelr aLLlLudes varyţ one belng pesslmlsLlc and Lhe oLher belng opLlmlsLlc of Lhe
scenarloţ Lhey Lend Lo flnd a common ground Lo solve Lhe soluLlonŦ

CVLkALL LIILC1
1he analysls of Lhls game would resulL ln a clear plcLure of Lhe feellngs LhaL arlse among employees
when organlzaLlons sLarL laylng off Lhelr workforceŦ Some Lend Lo flnd soluLlons whlle oLhers slmply leL
Lhelr hopes dleŦ

MAIN 1kANSAC1ICN
Lmp|oyee Ať º(enLerlng Lhe room ln an angry modeŧsays) WhaL do Lhey Lhlnk Lhey are? l [usL meL ALlf
and he has been glven Lhe same plece of paper wlLh Lhelr beauLlful words on lL" (Chlld)

Lmp|oyee 8ť ºCool down! Pave a seaLţ here drlnk some waLer" (ÞarenL)

Lmp|oyee Ať (Lmployee slLs down ln a relucLanL manner and drlnks waLer) (Chlld)

Lmp|oyee 8ť ºnow Lell meţ why are you so angry? WhaL's acLually happened?" (ÞarenL)

Lmp|oyee Ať ºWhaL's happened? 1hey are Lhrowlng us all ouLţ one by one! Lveryday aL leasL of us are
geLLlng LhaL leLLer" (Chlld)

1

Lmp|oyee 8ť ºSo now l know where Lhls ls comlng from? ?esţ you are rlghLţ lL's an unforLunaLe slLuaLlon
LhaL many of us have been forced Lo leave Lhls place" (AdulL)

Lmp|oyee Ať ºl meanţ who ln Lhe world does Lhls Lo Lhe people who acLually helped Lhem grow lŦeŦ Lhelr
employees who worked day and nlghL for LhemŦ nowţ when Lhey are faclng a crlslsţ Lhey don'L even ask
usţ Lhey slmply Lhrow us ouL" (Chlld)

Lmp|oyee 8ť ºl can undersLand whaL you are golng Lhroughţ l am unhappy abouL Lhe slLuaLlon as wellŦ
ALlf and Lhe resL of our colleagues who have been lald off were hardworklng peopleţ however l belleve
we can do someLhlng Lo sLop Lhlsţ l and you can change Lhls slLuaLlon" (AdulL)

Lmp|oyee Ať º8eally! Llke do whaL? 1hey used Lo llsLen Lo usţ now Lhey wanL us Lo llsLen Lo Lhemŧ noL
even noLlclng wheLher Lhey are rlghL or wrong" (Chlld)

Lmp|oyee 8ť ºnow! uon'L lose hopeţ leL's analyze why all Lhls ls happenlng ln Lhe flrsL placeŦ l am sure
you know LhaL Lhe company has been faclng crlsls slnce abouL years nowŦ 1he Lop managemenL
lnlLlally Lrled Lo Lake some ldeas from usţ buL none of us acLually gave Lhem a valld soluLlonŦ uon'L you
agree?" (ÞarenL)

Lmp|oyee Ať º(noddlng ln a poslLlve manner) ?es! 8uL Lhose were old LlmesŦ Why are we Lalklng abouL
Lhem aL Lhls momenL? WhaL ls lmporLanL now ls LhaL Lhey are laylng off hundred's of us slmply saylng
LhaL can'L bear ouL cosLs!" (Chlld)

Lmp|oyee 8ť ºl don'L seem Lo agree wlLh you on Lhls accounL! Lookţ when Lhe company's workforce
couldn'L glve a valld soluLlonţ Lhey opLed for a consulLanL's advlceŦ unluckllyţ hls ldeas dld noL brlng Lhe
requlred resulLsţ losses and losses were faced by Lhe companyŦ uemand of Lhe producL conLlnued Lo
decrease and hence Lo reduce Lhe exLra labor LhaL ls currenLly presenLţ Lhe Lop managemenL had Lo go
for a resLrucLurlng soluLlon LhaL lncorporaLed layoff'sŧŧŧŦŦ AlLhoughţ l am noL on common grounds
wlLh Lhem on Lhls soluLlon" (ÞarenL)

Lmp|oyee Ať ºSoţ you don'L agree wlLh Lhelr soluLlon Loo? 1henţ whaL are you suggesLlng LhaL l and you
do?" (AdulL)

Lmp|oyee 8ť ºl was Lhlnklng abouL Lalklng Lo our colleagues lnlLlally and see wheLher we can agree Lo
help our Lop managemenL aL Lhls momenL of Llme when we all are qulLe unhappy of Lhem?" (AdulL)

Lmp|oyee Ať ºWhaL are we golng Lo Lalk Lo Lhem abouL?" (AdulL)

Lmp|oyee 8ť ºWell! lf we all can agree on Lhe Lerms of sacrlflclng our Lake home pays for now and work
exLra shlfLs Lo help Lhe company regaln lLs old poslLlonţ Lhls would help Lop managemenL ln Lhelr
processesţ Lhey wonL have Lhe exLra cosLs on Lhemţ hence Lhey would noL need Lo layoff for nowţ raLher
Lhey can reLaln Lhelr workforce for Lhe Llme when Lhe company wlll regaln lLs old poslLlon of hlgh


demand ln Lhe markeL and susLalnable workforce requlred Lo fulflll lLŧŧŧŦŦPoweverţ l can'L do Lhls
aloneţ l need your supporL so LhaL we can Lry Lo convlnce oLhers abouL Lhls maLLer" (AdulL)

Lmp|oyee Ať ºl llke your ldea! lL seems Lo have a poslLlve ouLpuLŧŧŧŧŦ8uLţ do you Lhlnkţ Lhe Lop
managemenL wlll agree Lo lL?" (AdulL)

Lmp|oyee 8ť º1hey would! l am sureţ knowlng LhaL Lhelr workforce ls Lhere Lo help Lhem ouL aL Lhls bad
phase" (AdulL)

Lmp|oyee Ať ºl wlll arrange for a sesslon wlLh all our colleagues Lomorrow durlng lunchŦŦLeL's hope lL
works ouL" (AdulL)

Lmp|oyee 8ť ºWe wlll glve lL our besL! LeL's see whaL happensŧŧŧŧ" (AdulL)

AL1LkNA1L 1kANSAC1ICN
Lmp|oyee Ať º(enLerlng Lhe room ln an upseL mannerŧslLs down and says) l don'L llke whaL's
happenlngŧ l don'L wanL Lhls Lo happen Lo usţ l have Lo do someLhlng" (ÞarenL)

Lmp|oyee 8ť º(slLs nexL Lo hlm and looks aL hlm wlLh lnqulrlng looks whlle handlng hlm a glass of waLer)"
(ÞarenL)

Lmp|oyee Ať (Lmployee drlnks waLerţ sLlll ln a mode of unhapplness) (Chlld)

Lmp|oyee 8ť ºnow Lell meţ why are you so upseL? WhaL's acLually happened?" (ÞarenL)

Lmp|oyee Ať º1hey are Lhrowlng us all ouLţ one by one! Lveryday aL leasL of us are geLLlng LhaL leLLerţ
1hls ls noL Lhe rlghL Lhlng Lo be done" (ÞarenL)

Lmp|oyee 8ť ºSo now l know where Lhls ls comlng from? ?esţ lL's noL Lhe rlghL LhlngŤ lL's an unforLunaLe
slLuaLlon LhaL many of us have been forced Lo leave Lhls place" (AdulL)

Lmp|oyee Ať º1hey should have glven us some ldea abouL LhlsŧŦŦl belleve Lhere ls a ma[or
communlcaLlon gap beLween our Lop managemenL and us" (AdulL)

Lmp|oyee 8ť ºl can undersLand whaL you are golng Lhroughţ l am unhappy abouL Lhe slLuaLlon as wellŦ
All our colleagues who have been lald off were hardworklng peopleţ however l belleve we can do
someLhlng Lo sLop Lhlsţ l and you can change Lhls slLuaLlon" (AdulL)

Lmp|oyee Ať ºuo you have a soluLlon? 1ell meţ l wanL Lo do someLhlng" (AdulL)

Lmp|oyee 8ť º?esţ buL for LhaLţ leL's analyze why all Lhls ls happenlng ln Lhe flrsL placeŦ l am sure you
know LhaL Lhe company has been faclng crlsls slnce abouL years nowŦ 1he Lop managemenL lnlLlally


Lrled Lo Lake some ldeas from usţ buL none of us acLually gave Lhem a valld soluLlonŦ uon'L you agree?"
(ÞarenL)

Lmp|oyee Ať º(noddlng ln a poslLlve manner) yes! ?ou are rlghLŤ l don'L remember any of our soluLlons
belng accepLed" (AdulL)

Lmp|oyee 8ť º1henţ when Lhe company's workforce couldn'L glve a valld soluLlonţ Lhey opLed for a
consulLanL's advlceŦ unluckllyţ hls ldeas dld noL brlng Lhe requlred resulLsţ losses and losses were faced
by Lhe companyŦ uemand of Lhe producL conLlnued Lo decrease and hence Lo reduce Lhe exLra labor
LhaL ls currenLly presenLţ Lhe Lop managemenL had Lo go for a resLrucLurlng soluLlon LhaL lncorporaLed
layoff'sŧŧŧŦŦ AlLhoughţ l am noL on common grounds wlLh Lhem on Lhls soluLlon" (ÞarenL)

Lmp|oyee Ať ºSoţ you don'L agree wlLh Lhelr soluLlon Loo? 1henţ whaL are you suggesLlng LhaL l and you
do?" (AdulL)

Lmp|oyee 8ť ºl was Lhlnklng abouL Lalklng Lo our colleagues lnlLlally and see wheLher we can agree Lo
help our Lop managemenL aL Lhls momenL of Llme when we all are qulLe unhappy of Lhem?" (AdulL)

Lmp|oyee Ať ºWhaL are we golng Lo Lalk Lo Lhem abouL?" (AdulL)

Lmp|oyee 8ť ºWell! lf we all can agree on Lhe Lerms of sacrlflclng our Lake home pays for now and work
exLra shlfLs Lo help Lhe company regaln lLs old poslLlonţ Lhls would help Lop managemenL ln Lhelr
processesţ Lhey wonL have Lhe exLra cosLs on Lhemţ hence Lhey would noL need Lo layoff for nowţ raLher
Lhey can reLaln Lhelr workforce for Lhe Llme when Lhe company wlll regaln lLs old poslLlon of hlgh
demand ln Lhe markeL and susLalnable workforce requlred Lo fulflll lLŧŧŧŦŦPoweverţ l can'L do Lhls
aloneţ l need your supporL so LhaL we can Lry Lo convlnce oLhers abouL Lhls maLLer" (AdulL)

Lmp|oyee Ať ºl llke your ldea! lL seems Lo have a poslLlve ouLpuLŧŧŧŧŦ8uLţ do you Lhlnkţ Lhe Lop
managemenL wlll agree Lo lL?" (AdulL)

Lmp|oyee 8ť º1hey would! l am sureţ knowlng LhaL Lhelr workforce ls Lhere Lo help Lhem ouL aL Lhls bad
phase" (AdulL)

Lmp|oyee Ať ºl wlll arrange for a sesslon wlLh all our colleagues Lomorrow durlng lunchŦŦLeL's hope lL
works ouL" (AdulL)

Lmp|oyee 8ť ºWe wlll glve lL our besL! LeL's see whaL happensŧŧŧŧ" (AdulL)



"GAML 6ť I1S ALL nIS IAUL1"
CnILD]CnILD 1kANSAC1ICN
UL1LkICk MC1IVL
USMANť Pe ls an englneer ln Lhe organlzaLlon ln whlch he worksŦ Pe ls always effecLlve ln showlng hls
feellngs Lo hls clrcle of frlends and colleaguesŦ ln Lhe LransacLlon shown below he ls complalnlng abouL
hls boss ln a conversaLlon wlLh hls colleagueŦ
IAVIADť Pe ls also an englneer worklng ln Lhe same organlzaLlon and deparLmenL as USMANŦ ln Lhe
LransacLlon below he ls sLroklng USMAN and enLhuslasLlcally parLlclpaLlng ln Lhe conversaLlonŦ

ÞUkÞCSL
1he purpose of Lhls game ls Lo deflne Lhe behavlor of employees LhaL llke Lo blame oLhers speclflcally
Lhelr bosses abouL Lhe dlfferenL problems ln Lhelr workŦ

S1kCkING
ln Lhe LransacLlon shown below USMAN and IAVAID are consLanLly Lrylng Lo sLroke each oLhers egosŦ

CVLkALL LIILC1
1he analysls of Lhls game would help a manager undersLand slLuaLlons ln whlch Lhe employees do noL
work effecLlvely because Lhey are noL moLlvaLed enough Lo work and hence Lend Lo blame Lhe sysLem
for Lhelr lack and lnefflclency of performanceŦ

MAIN 1kANSAC1ICN
USMANť Pe enLers IAVAID's offlce and slams hls evaluaLlon form on Lhe deskŦ (Chlld)

IAVAIDť Pe looks up and glves hlm a Leaslng smlleť ºWhaL happened now?" (Chlld)

USMANť ºl [usL goL my performance evaluaLlon backŤ lL says LhaL my work ls noL up Lo Lhe markŦ WhaL
Lhe hell! All Lhese people see ls faulL ln our workŦ" (Chlld)

IAVAIDť Pe rolls hls eyes Lowards Lhe roof and saysť ºl [usL goL mlne Looţ lL says Lhe same Lhlng! 1he
appralser acLually marked me low ln meeLlng deadllnes and says LhaL l have overall low performanceŦ º
(Chlld)

USMANť ºl guess whaL Lhe P8 people can noL see ls LhaL Lhe boss doesn'L do anyLhlng hlmself and loves
loadlng us wlLh exLra workţ whlch mosL of Lhe Llme ls hls own workŦ" (Chlld)

IAVAIDť Pe nods enLhuslasLlcallyť ºl agreeţ he [usL llkes Lo order aroundŦ" (Chlld)



USMANť ºlL ls due Lo Lhese unnecessary long hours ln whlch l have Lo do hls share of Lhe work LhaL l
cannoL resL and sleep properlyŦ" (Chlld)

IAVAIDť WlLh so much exLra work how do Lhey expecL us Lo meeL our deadllnes? (Chlld)

USMANť Pe [usL seLs sLandards arblLrarllyţ whaL does he know abouL sLandards? Pe's noL even sure
whaL he wanLs from us or for Lhe company for LhaL maLLerŦ (Chlld)

IAVAIDť Pe never even llsLens Lo usţ and Lhen goes around Lalklng abouL a famlly culLure and whaL noLŦ
(Chlld)

USMANť lamlly culLure! (Laughs)ţ yeah rlghLŦ Pe [usL llkes lnpuL from hls favorlLe over efflclenL peLs
(Chlld)

IAVAIDť Pow do Lhey expecL one Lo work producLlvely ln such a place? (Chlld)

USMANť l wanL Lo glve Lhe boss a plece of my mlnd (Chlld)

IAVAIDť you know lf we sald anyLhlng Lo hlm dlrecLly he would [usL Lurn on usŦ AfLer allţ lLs noL llke we
maLLer ln Lhe grand scheme of Lhlngs! (Chlld)

USMANť Maybe lf we [usL sLopped dolng Lhe work he keeps plllng on our deskţ he would reallze our
lmporLanceŦ (Chlld)

IAVAIDť Pey! Laughs dellghLedlyŦ ºCood ldea"Ŧ (Chlld)

USMANť ºyeah! And Lhen he may even have Lo come ouL of hls alr condlLloned offlce and acLually do
some workŦ º (Chlld)

IAVAIDť ºAre you klddlng? Pe only glves us all Lhls Lo do because he doesn'L know how Lo do lL hlmself!
We do all Lhe work and he Lakes all Lhe credlL!" (Chlld)

USMANť l don'L Lhlnk we can do anyLhlng excepL sLop dolng hls workŦ AfLer all who's golng Lo leL us Lake
all Lhe credlL for Lhose reporLs we've slaved away onŦ no one would belleve us over hlm!" (Chlld)

AL1LkNA1IVL 1kANSAC1ICN
USMANť Pe enLers IAVAID's offlce and slams hls evaluaLlon form on Lhe deskŦ (Chlld)

IAVAIDť Pe looks up and says ln a concerned volce ºls someLhlng wrong?" (AdulL)

USMANť ºl [usL goL my performance evaluaLlon backŤ lL says LhaL my work ls noL up Lo Lhe markŦ WhaL
Lhe hell! All Lhese people see ls faulL ln our workŦ" (Chlld)



IAVAIDť l goL mlne LoŦ l was Lhlnklng of requesLlng a meeLlng wlLh Lhe appralser so LhaL l can dlscuss Lhe
areas where l have been graded lowŦ Why don'L you do Lhe same? (AdulL)

USMANť ºl guess whaL Lhe P8 people can noL see ls LhaL Lhe boss doesn'L do anyLhlng hlmself and loves
loadlng us wlLh exLra workţ whlch mosL of Lhe Llme ls hls own workŦ" (Chlld)

IAVAIDť º1he boss does delegaLe workţ buL LhaL ls Lo glve us more empowermenLţ noL Lo load us wlLh
workŦ" (AdulL)

USMANť ºlL ls due Lo Lhese unnecessary long hours ln whlch l have Lo do hls share of Lhe work LhaL l
cannoL resL and sleep properlyŦ" (Chlld)

IAVAIDť ºMaybe lf you planned your dayţ you would have more Llme Lo resLŦ" (AdulL)

USMANť Pe [usL seLs sLandards arblLrarllyţ whaL does he know abouL sLandards? Pe's noL even sure
whaL he wanLs from us or for Lhe company for LhaL maLLerŦ (Chlld)

IAVAIDť l dlsagreeŦ Pe ls Lrylng Lo change Lhe culLureŦ Make lL famlly llkeŦ Maybe LhaL ls why Lhe
sLandards seem vagueŦ" (AdulL)

USMANť lamlly culLure! (Laughs)ţ yeah rlghLŦ Pe [usL llkes lnpuL from hls favorlLe over efflclenL peLsŦ
(Chlld)

IAVAIDť ln my oplnlon you feel LhaL way because you have never spoken Lo hlmŦ ?ou shouldŦ Pe llsLens
Lo everyoneŦ (AdulL)

USMANť l wanL Lo glve Lhe boss a plece of my mlndŦ (Chlld)

IAVAIDť l Lhlnk you should Lake some Llme and Lhlnk Lhls LhroughŦ (AdulL)

USMANť Maybe lf we [usL sLopped dolng Lhe work he keeps plllng on our deskţ he would reallze our
lmporLanceŦ (Chlld)

IAVAIDť 1haL way we would be noL fulfllllng our [ob responslblllLlesŦ (AdulL)

USMANť ºyeah! And Lhen he may even have Lo come ouL of hls alr condlLloned offlce and acLually do
some workŦ º(Chlld)

IAVAIDť ºPe ls ln hls offlce all day because he worksŦ uld you k now he ls here longer Lhen anyone of us"
(AdulL)



USMANť l don'L Lhlnk we can do anyLhlng excepL sLop dolng hls workŦ AfLer all who's golng Lo leL us Lake
all Lhe credlL for Lhose reporLs we've slaved away onŦ no one would belleve us over hlm!" (Chlld)



"GAML 7ť NC! I AM kIGn1"
ÞAkLN1]ÞAkLN1 1kANSAC1ICN

UL1LkICk MC1IVL
nASSANť Pe ls an employee ln an organlzaLlon who has been recenLly hlred ln Lhe Puman 8esource
deparLmenL because of hls experLlse ln Lhe area of deslgnlng performance appralsal formsŦ ln Lhe
LransacLlon glven below he wanLs Lo change Lhe currenL dslgn of Lhe appralsal form because he Lhlnks
lL ls noL efflclenL enoughŦ
SAMADť Pe ls Puman 8esource ulrecLor ln Lhe same organlzaLlon as nassan and ls Lherefore hls senlor
and bossŦ ln Lhe LransacLlon glven below he does noL wanL Lo change anyLhlngŦ Pe [usL does noL wanL Lo
agree wlLh a subordlnaLeŦ

ÞUkÞCSL
1he purpose of Lhls game ls Lo how Lhe superlors someLlmes do noL accepL change and do noL agree
LhaL a sysLem LhaL Lhey have helped developed now needs Lo be changed because lL ls ouLdaLed or
needs Lo be lmprovedŦ

S1kCkING
ln Lhls conversaLlon Lhere ls hardly any sLroklng and LhaL ls why Lhe conversaLlon ls Laklng a negaLlve
LurnŦ

CVLkALL LIILC1
1he LransacLlon below shows a slLuaLlon ln whlch Lhe boss and Lhe employee are boLh ln a parenL mode
and hence Lhey boLh feel LhaL Lhey are rlghL and are refuslng Lo bend or compromlse on a maLLerŦ lL
shows an example of a boss who cannoL accepL LhaL hls subordlnaLe ls acLually suggesLlng someLhlngŦ

MAIN 1kANSAC1ICN
nassanť knocks on Lhe door of Lhe boss and walLs for a spllL second before enLerlngŦ (ÞarenL)

Samadť SllghLly annoyed because nassan dld noL walL for hls replyŦ (ÞarenL)

nassanť ºl was golng Lhrough Lhe form and l Lhlnk lL does noL flL lnLo Lhe culLure of Lhe organlzaLlonŦ"
(ÞarenL)

Samadť º8uL lLs belng worklng for flve years and no one has complalnedŦ" (ÞarenL)

nassanť" Ckţ lL's belng flve yearsŦ 8uL Lhlngs change º(ÞarenL)

SamadŦ ºlf someLhlng's worklngţ why change lLŦ" (ÞarenL)



nassanť ºl have done some homework and l have come up wlLh a few new ldeas for a change ln Lhe
deslgnŦ" (ÞarenL)

Samadť º?ou have your oplnlon buL do you have some Lo back you upŦ" (ÞarenL)

nassanť" l have Lhe knowledge and Lhe experlenceŦ l know whaL l am suggesLlng and whaL l am dolngŦ"
(ÞarenL)

Samadť ºl have been ln Lhls organlzaLlon longer Lhen your work experlenceţ l know whaL works hereŦ
?ou wlll learn wlLh LlmeŦ" (ÞarenL)

nassanť ºl was hlred here for a reason and Lhls ls my domalnŦ" (ÞarenL)

Samadť ºLeL's see how many people back up Lhese ldeas of yoursŦ" (ÞarenL)

nassanť ºLven lf l do noL have back up lL does noL change Lhe facL LhaL l am rlghLŦ" (ÞarenL)

Samadť ºlf l were you ln would noL glve such sLaLemenLs wlLhouL proofŦ" (ÞarenL)
nassanť ºMy work speaks for lLselfŦ lf you would [usL conslder my suggesLlon maybe you would even see
LhaLŦ" (ÞarenL)

Samadť ºWhy should l wasLe my Llme on a suggesLlon LhaL does noL even need Lo be lmplemenLed?"
(ÞarenL)

nassanť lolds hls arms ln fronL of hls chesL and furrowed hls browsŦ (ÞarenL)

Samadť"1here ls no need Lo acL defenslveŦ !usL accepL LhaL Lhls ls a wasLe of LlmeŦ" (ÞarenL)

nassanť CeLs up and sLarLs walklng Lowards Lhe doorŦ (ÞarenL)

Samadť ºnever make Lhe mlsLake of walklng ouL on meŦ l wlll llsLen and conslder suggesLlons LhaL hold
some valueŦ" (ÞarenL)

AL1LkNA1IVL 1kANSAC1ICN
nassanť knocks on Lhe door and walLs for Lhe responseţ buL enLers when he does noL geL one afLer
walLlng for a long LlmeŦ (AdulL)

Samadť SllghLly annoyed because nassan dld noL walL for hls replyŦ (ÞarenL)

0

nassanť ºSlrţ l had a suggesLlonŦ ln my oplnlon Lhe currenL appralsal form needs Lo be redeslgnedŦ"
(AdulL)

Samadť º8uL lL's belng worklng for flve years and no one has complalnedŦ" (ÞarenL)

nassanť" 1haL may be Lrue slrţ buL lL ls posslble LhaL no one saw Lhe faulL ln Lhe deslgn earller" (AdulL)

SamadŦ ºlf someLhlng's worklngţ why change lLŦ" (ÞarenL)

nassanť ºChange brlngs abouL lmprovemenLŦ ln a new deslgn we can lnclude Lhlngs noL consldered
before"Ŧ (AdulL)

Samadť º?ou have your oplnlon buL do you have some Lo back you upŦ" (ÞarenL)

nassanť l have some solld daLa LhaL can back up my argumenL slrŦ uaLa LhaL l have gaLhered Lhrough
lnLervlews and researchŦ" (AdulL)

Samadť ºl have been ln Lhls organlzaLlon longer Lhan your work experlenceţ l know whaL works hereŦ
?ou wlll learn wlLh LlmeŦ" (ÞarenL)

nassanť ºl may have a loL Lo learn slrţ buL l also have some experlence wlLh performance appralsals and
deslgnlng LhemŦ" (AdulL)

Samadť ºLeL's see how many people back up Lhese ldeas of yoursŦ" (ÞarenL)

nassanť ºSlrţ l [usL need your approval" (AdulL)

Samadť ºlf l were you ln would noL glve such sLaLemenLs wlLhouL proofŦ" (ÞarenL)

nassanť ºAs l menLloned earller l do have some daLa Lo [usLlfy my suggesLlon" (AdulL)

Samadť ºWhy should l wasLe my Llme on a suggesLlon LhaL does noL even need Lo be lmplemenLed?"
(ÞarenL)

nassanť 1akes a mlnuLe Lo calm hlmself downŦ (AdulL)

Samadť"1here ls no need Lo acL defenslveŦ !usL accepL LhaL Lhls ls a wasLe of LlmeŦ" (ÞarenL)

nassanť ºl suppose you need some Llme Lo Lhlnk abouL lLŦ l wlll leave Lhese papers here for you Lo revlew
ln your free LlmeŦ" (AdulL)

1

Samadť ºnever make Lhe mlsLake of walklng ouL on meŦ l wlll llsLen and conslder suggesLlons LhaL hold
some valueŦ" (ÞarenL)




"GAML 8ť ÞAMÞLk 1nL ÞAkLN1"
CnILD]ÞAkLN1 1kANSAC1ICN
UL1LkICk MC1IVL
8CSSť Pe ls Lhe boss of an organlzaLlon and he ls very lnsecure and so he needs consLanL reassurance
abouL hls declslons and workŦ
SU8CkDINA1Lť Pe works under Lhe boss and ls a manlpulaLlve employee who knows Lhe rlghL buLLons
Lo pushŦ

ÞUkÞCSL
1he purpose of Lhls game ls Lo ldenLlfy Lhe LralLs normally found ln lnsecure bosses and how some
employees know exacLly how Lo deal wlLh Lhem Lo use Lhls lnsecurlLy Lo Lhelr own beneflLŦ

S1kCkING
1he subordlnaLe ls consLanLly sLroklng Lhe boss LhroughouL Lhe LransacLlon because he knows LhaL wlll
saLlsfy hls egoŦ

CVLkALL LIILC1
1he effecL of Lhls LransacLlon ls Lo show how ln some organlzaLlons Lhere are bosses Lo Lry Lo saLlsfy
Lhelr own ego by havlng a need for consLanL pralse or reassuranceŦ lL also shows LhaL ln Lhe same
organlzaLlon Lhere are employees who wlll use lL Lo Lhelr beneflLŦ We as managers have Lo learn Lo
remove boLh Lypes from Lhe organlzaLlonŦ

MAIN 1kANSAC1ICN
8ossť ºuo you Lhlnk LhaL Lhe Lralnlng schedule l made was ok? 8ecause l have heard LhaL a loL of people
are unhappy abouL Lhelr Lralnlng belng deferred"Ŧ (Chlld)

Subord|nateť "Slr l Lhlnk Lhe Lralnlngs are very well scheduledŦ nobody should have a problem wlLh
Lhem"Ŧ (ÞarenL)

8ossť ºuo you really Lhlnk so? l don'L wanL anyone Lo haLe me"Ŧ (Chlld)

Subord|nateť ºSlr someLlmes you have Lo make hard declslonsŦ now everyone wlll always agree wlLh
you"Ŧ (ÞarenL)

8ossť ºWellŧMaybe you are rlghLŦ 8uL l always Lry my besL Lo make sure people are happy"Ŧ (Chlld)

Subord|nateť ºÞeople are so ungraLefulŦ 1hey are never saLlsfled"Ŧ (ÞarenL)



8ossť ºl don'L wanL my employees Lo resenL me [usL because l am Lhe bossŦ l wanL Lhem Lo look aL me as
a frlend"Ŧ (Chlld)

Subord|nateť ºSlrţ you don'L have Lo worry abouL LhaLŦ ?our efforLs are vlslbleţ and as far as people are
concernedţ you shouldn'L care abouL whaL Lhey LhlnkŦ ?ou are Lhe bossŦ 1hey have Lo care abouL whaL
you Lhlnk"Ŧ (ÞarenL)

8ossť ºl haLe Lhese awkward slLuaLlons and Lhere's llLLle l can do abouL lL"Ŧ (Chlld)

Subord|nateť ºSlr l don'L Lhlnk you should boLher yourself over Lhese peLLy maLLersŦ ?our [ob ls way
above Lhese lnslgnlflcanL lssues"Ŧ (ÞarenL)

8ossť ºl know (Slghs) l geL so Llred now a dayŦ lL seems llke l am always worklng"Ŧ (Chlld)

Subord|nateť º?ou really should sLarL delegaLlng your work slrţ you wlll burn yourself ouL"Ŧ (ÞarenL)

8ossť ºl [usL don'L wanL people Lo complaln LhaL l am plllng Lhem wlLh work"Ŧ (Chlld)

Subord|nateť ºSlrţ your problem ls LhaL you care Loo muchŦ WhaL you have Lo remember ls LhaL you are
Lhe bossŦ 1hey are hlred by you"Ŧ (ÞarenL)

8ossť ºl wlsh Lhe employees even saw lL LhaL way"Ŧ (Chlld)

Subord|nateť "1hey need Lo be remlnded LhaL every now and Lhenţ LhaL ls why l keep Lelllng you noL Lo
be so nlceŦ" (ÞarenL)

8ossť nods wlLh a LhoughLful expresslon on hls faceŦ (Chlld)

Subord|nateť Smlles encouraglngly as Lo reassure Lhe boss LhaL whaLever he ls Lhlnklng ls rlghLŦ (ÞarenL)

8ossť ºl don'L know whaL Lhey expecL ouL of meŦ l don'L care whaL Lhey say l am golng Lo flnallze LhaL
schedule"Ŧ (Chlld)

Subord|nateť ºPow many Llmes have l Lold you LhaL you don'L have Lo worry abouL lL"? (ÞarenL)

AL1LkNA1IVL 1kANSAC1ICN
8ossť ºuo you Lhlnk LhaL Lhe Lralnlng schedule l made was ok? 8ecause l have heard LhaL a loL of people
are unhappy abouL Lhelr Lralnlng belng deferred"Ŧ (Chlld)

Subord|nateť ºl really cannoL glve an oplnlon slnce l personally do noL have any lssues wlLh Lhe
schedule"Ŧ (AdulL)



8ossť ºuo you really Lhlnk so? l don'L wanL anyone Lo haLe me"Ŧ (Chlld)

Subord|nateť ºl don'L Lhlnk anyone haLes you slrŦ" (AdulL)

8ossť ºWellŧMaybe you are rlghLŦ 8uL l always Lry my besL Lo make sure people are happy"Ŧ (Chlld)

Subord|nateť ºln my oplnlon mosL of Lhe sLaff ls saLlsfled wlLh Lhelr work and work envlronmenLŦ"
(AdulL)

8ossť ºl don'L wanL my employees Lo resenL me [usL because l am Lhe bossŦ l wanL Lhem Lo look aL me as
a frlend"Ŧ (Chlld)

Subord|nateť ºl seeŦ 1hen maybe speaklng personally Lo Lhe employees would help ln developlng your
relaLlonshlp wlLh LhemŦ" (AdulL)

8ossť ºl haLe Lhese awkward slLuaLlons and Lhere's llLLle l can do abouL lL"Ŧ (Chlld)

Subord|nateť ºWellţ l cannoL really commenLţ slnce l have never been ln such a slLuaLlon myself"Ŧ (AdulL)

8ossť ºl know (Slghs) l geL so Llred now a dayŦ lL seems llke l am always worklng"Ŧ (Chlld)

Subord|nateť ºMaybe lf you Look someLlme offţ you would feel more resLed"Ŧ (AdulL)

8ossť ºl [usL don'L wanL people Lo complaln LhaL l am plllng Lhem wlLh work"Ŧ (Chlld)

Subord|nateť ºl am sure Lhey undersLand LhaL you are [usL delegaLlng responslblllLy"Ŧ (AdulL)

8ossť ºl wlsh Lhe employees even saw lL LhaL way"Ŧ (Chlld)

Subord|nateť ºMaybe Lhey would undersLand beLLer lf you explalned he employees [ob responslblllLy
and role Lo Lhem"Ŧ (AdulL)

8ossť nods wlLh a LhoughLful expresslon on hls faceŦ (Chlld)
Subord|nateť Clves a slmple smlleŦ (AdulL)

8ossť ºl don'L know whaL Lhey expecL ouL of meŦ l don'L care whaL Lhey say l am golng Lo flnallze LhaL
schedule"Ŧ (Chlld)

Subord|nateť ºln my oplnlon Lhe employee's feedback ls lmporLanLŦ ?ou could Lry dlscusslng Lhe
schedule wlLh LhemŦ" (AdulL)



"GAML 9ť I am neroţ you are 2ero"
CnILD]ÞAkLN1 1kANSAC1ICNS

UL1LkICk MC1IVL
LMÞLC¥LL Ať 1hls employee ls a senlor member of Lhe companyŦ Pe [usL goL Lo know LhaL new L8Þ
sysLems are belng lmplemenLed ln Lhe companyŦ Pls ulLerlor moLlve ln Lhe LransacLlon shownţ ls Lo
prove hls polnL LhaL change should noL be Lhereţ he ls good ln whaL ever he ls dolngŦ And he ls feellng
lnsecure due Lo Lhe lnsLallaLlon of L8Þ sysLems because he does noL know how Lo work on lLŦ And he
Lhlnks LhaL Lhls declslon ls made Lo geL Lhe senlor people llke hlm ouL of Lhe companyŦ
LMÞLC¥LL 8ť 1hls employee ls relaLlvely younger ln Lhe companyţ wlLh knowledge Lo use Lhe new L8Þ
sysLemŦ Pls ulLerlor moLlve ln Lhe LransacLlon ls Lo supporL Lhe lnsLallaLlon of L8ÞŦ Pe belleves LhaL
senlor people should beLLer learn Lo operaLe Lhese new Lechnologles Lo survlve ln Lhe organlzaLlonŦ

ÞUkÞCSL CI GAML
1hls game has been deslgned Lo reflecL upon a LransacLlon LhaL occurs beLween employees of an
organlzaLlon where Lhere ls a confllcL of LhoughLs and ldeas due Lo age dlfferences change ln Lhe
organlzaLlon and lack of accepLance for each oLher whlch lead Lo lnsecurlLles ln senlor loLŦ

S1kCkING
1he sLroklng ls noL Lhere ln Lhe maln LransacLlonsţ employee A expecLs employee 8 Lo Lake hls slde
agalnsL Lhese L8Þ sysLemsţ buL employee 8 ls acLlng oLher wlse resulLlng Lo absence of sLroklngŦ ln Lhe
alLernaLe LransacLlonsţ sLroklng has been caLered wlLh boLh Lhe parLles evenLually geLLlng sLrokesŦ

CVLkALL LIILC1
1he analysls of Lhls game would resulL ln an undersLandlng of how senlor managers feel and behave ln
case of a change happenlng ln Lhe organlzaLlonsŦ AL Lhls polnL of Llme Lhere lnsecurlLles come ln fronLŦ
AlLernaLe LransacLlons shown below help us Lo undersLand how Lo deal wlLh Lhls Lype of problemŦ

MAIN 1kANSAC1ICNS
Lmp|oyee Ať (LnLers Lhe roomţ slam Lhe doorţ Lhrows Lhe pen on Lhe desk) (Chlld)

Lmp|oyee 8ť ºWhaL happened? Are you ok?" (ÞarenL)

Lmp|oyee Ať ºPave you heard abouL Lhe newly hlred Leam? uo you know whaL Lhey are up Lo?"
(Chlld)

Lmp|oyee 8ť º?es! l heard LhaL Lhey are golng Lo lmplemenL some compuLerlzed sysLem"
(ÞarenL)



Lmp|oyee Ať º1hls Lhlng never gonna happenŧ1hey have suggesLed Lhe Lop managemenL Lo
lmplemenL L8Þ sysLem ln Lhe companyţ whlch has been hlghly appreclaLed ln Lhe meeLlng"
(ÞarenL)

Lmp|oyee 8ť ºCool!! now everyLhlng would geL auLomaLedŦŦŦwould save a loL of my LlmeŦ"
(ÞarenL)

Lmp|oyee Ať º1here ls no need of Lhlsŧ we are already dolng good wlLh Lhe currenL sysLemŧ
We have puL a loL of efforL for such a long Llme ln maklng Lhe Lhlngs work smooLhţ buL now
Lhey are golng Lo change everyLhlng" (Chlld)

Lmp|oyee 8ť ºA loL of efforL!! Are you Lelllng me Lhe efforL belng puL lnLo bulldlng Lhose huge
flles? Are you klddlng me? 1haL cerLalnly should be replaced" (ÞarenL)

Lmp|oyee Ať º?es! ?ou don'L know Lhe amounL of efforL belng puL lnLo bulldlng Lhese fllesţ
because you never worked on Lhemţ you yourself know how Lo work on Lhese compuLerlzed
sysLemsŦ l am Lhe one who bulld Lhem from scraLch and laLer you people used LhemŦ And now l
am noL been allowed Lo do Lhlngs ln whlch l am goodţ raLher l am belng forced Lo do Lhe Lhlngs
ln whlch Lhese newly born klds are experL" (Chlld)

Lmp|oyee 8ť º1han you should have learned Lo use Lhese sysLemsŦ 8eLLer aLLend Lhe Lralnlng
whlch would be offered soonŦ" (ÞarenL)

Lmp|oyee Ať ºnow you are Lelllng me LhaL Lhese klds wlll Leach meŧ LhaL ls noL accepLable aL
allŧ Lhey know noLhlngŦ 1hey have [usL opened Lhelr eyes ln professlonal llfe and l am worklng
here for so long" (ÞarenL)

Lmp|oyee 8ť º1hls ls how Lhlngs wlll work!! lf you wanL Lo survlve you beLLer be learned"
(ÞarenL)

Lmp|oyee Ať º8uL why should l go for such a Lralnlng whlch l don'L needţ l don'L need Lo learn
Lhe L8ÞŦ 1hls new sysLem ls LoLal crapŤ lL's a wasLe of Llme for usŦ lf Lhe managemenL has
flnallzed Lhe declslon Lo lmplemenL lLţ Lhan l am sure many people wlll be un happy" (ÞarenL)

Lmp|oyee 8ť ºlf Lhe managemenL ls Laklng some declslonţ you have Lo accepL lL wlLhouL asklng
Lhese sLupld LhlngsŦ Lveryone would have Lo prepare hlmself for Lhls sysLemţ LhaL's how Lhlngs
wlll work" (ÞarenL)



Lmp|oyee Ať ºl don'L have Lechnlcal background for compuLerlzed sysLems buL l am good ln
whaL l am dolngţ and Lhls ls [usL a cheap shoL from Lhese klds Lo geL Lhe senlor people ouL of
buslness" (Chlld)

Lmp|oyee 8ť ºl don'L know why you are afrald Lo puL yourself ln Lhe fasL laneţ LhaL's how Lhe
Lrends areţ lf you wanL Lo survlve you have Lo accepL Lhls and aLLend Lralnlngs" (ÞarenL)

Lmp|oyee Ať ºWe wlll noL leL lL happen" (ÞarenL)

Lmp|oyee 8ť ºlL's your call Lhan!! uo whaLever you wanna do" (ÞarenL)

Lmp|oyee Ať ºPuhh!! (Walks ouL of Lhe room)" (ÞarenL)

Lmp|oyee 8ť (sarcasLlcally says) ºCood luck maLe" (ÞarenL)

AL1LkNA1L 1kANSAC1ICNS
Lmp|oyee Ať (LnLers Lhe roomţ slam Lhe doorţ Lhrows Lhe pen on Lhe desk) (Chlld)

Lmp|oyee 8ť ºWhaL happened? Are you ok?" (ÞarenL)

Lmp|oyee Ať ºPave you heard abouL Lhe newly hlred Leam? uo you know whaL Lhey are up Lo?"
(Chlld)

Lmp|oyee 8ť ºWhaL's LhaL? l know abouL Lhe hlrlng of a new young Leamţ buL whaL's Lhe
maLLer?" (AdulL)

Lmp|oyee Ať º?oung!! Puhhŧ 1haL Leam has suggesLed Lhe Lop managemenL Lo lmplemenL L8Þ
sysLem ln Lhe companyţ whlch has been hlghly appreclaLed ln Lhe meeLlng" (ÞarenL)

Lmp|oyee 8ť ºSoŧ whaL's Lhe lssue? lsn'L lL good LhaL everyLhlng would geL auLomaLed? We wlll
save ourselves from dolng a loL of hecLlc work" (AdulL)

Lmp|oyee Ať º1here ls no need of Lhlsŧ we are already dolng good wlLh Lhe currenL sysLemŧ
We have puL a loL of efforL for such a long Llme ln maklng Lhe Lhlngs work smooLhţ buL now
Lhey are golng Lo change everyLhlng" (ÞarenL)



Lmp|oyee 8ť º?es! ?ou are rlghLţ LhaL we have puL ln a loL of efforL and we have worked so
hardŦ 8uL seeţ lL would be replaced by a beLLer sysLemţ whlch would have loL of beneflLsţ so why
shouldn'L we go for lL?" (AdulL)

Lmp|oyee Ať º1haL's compleLe nonsense! now we are noL been allowed Lo do Lhlngs ln whlch
we are goodţ raLher we are belng forced Lo do Lhe Lhlngs ln whlch Lhese newly born klds are
experL" (ÞarenL)

Lmp|oyee 8ť ºAhhhŦŦ Come on! lL's noL LhaL dlfflculL Lo learn lLŦ l Lhlnk lL ls Loday's need Lo learn
Lhese new Lechnologlesţ lLs necessary for our developmenL as wellŦ And we would be glven
Lralnlngs on how Lo use L8Þ" (AdulL)

Lmp|oyee Ať ºnow you are Lelllng me LhaL Lhese klds wlll Leach usŧ LhaL ls noL accepLable aL
allŧ Lhey know noLhlngŦ 1hey have [usL opened Lhelr eyes ln professlonal llfe and we are
worklng here for so long" (ÞarenL)

Lmp|oyee 8ť º1he Lralnlngs wlll be professlonally conducLed by Lralnersţ and l Lhlnk geLLlng
Lralned for someLhlng new ls always useful for Lhe currenL [ob as well as your fuLureŦ" (AdulL)

Lmp|oyee Ať º8uL why should l go for such a Lralnlng whlch l don'L needţ l don'L need Lo learn
Lhe L8ÞŦ 1hls new sysLem ls LoLal crapŤ lL's a wasLe of Llme for usŦ lf Lhe managemenL has
flnallze Lhe declslon Lo lmplemenL lLţ Lhan l am sure many people wlll be un happy" (ÞarenL)

Lmp|oyee 8ť ºLook Lhls Leam has been formed Lo help us do our [obs ln a beLLer wayŤ Lhey are
[usL offerlng a beLLer soluLlon of Lhe Lhlngs whlch we were dolng ln a manual way Lhrough Lhese
L8Þ sysLemsŦ LveryLhlng else would be Lhe sameţ you would have same responslblllLlesţ same
number of people reporLlng youţ same klnd of declslons Lo makeţ buL yes you would deflnlLely
have now beLLer lnformaLlon Lo make declslons Lhrough Lhese L8Þ sysLems"

Lmp|oyee Ať º8uL how long would lL Lake Lo lmplemenL lL and for me Lo learn lLţ as l don'L have
sLrong Lechnlcal background for Lhese compuLerlzed sysLems?" (Chlld)

Lmp|oyee 8ť ºl am Lelllng youţ lL's preLLy easyţ Lhere would be a shorL Lralnlng course of Lwo
weeksţ and you would be as good Lo use Lhese L8Þ's as any oLher professlonal" (AdulL)

Lmp|oyee Ať ºl don'L know whaL's happenlngŤ leL's see how Lhlngs go abouL" (Chlld)

Lmp|oyee 8ť º?es! uon'L worryŤ Lake lL as a new learnlng experlence" (AdulL)



Lmp|oyee Ať ºl Lhlnk you are rlghLţ Loday l wlll Lry Lo read someLhlng abouL L8Þ's" (Chlld)

Lmp|oyee 8ť º1haL's goodŦ l hope you wlll flnd some useful and lnLeresLlng lnformaLlon Lo readţ
see ya have a nlce day" (AdulL)

0

"GAML 10ť NC 8CD¥ LCVLS ML"
CnILD]ÞAkLN1 1kANSAC1ICNS

SI1UA1ICN
Lmployee comes Lo Lhe boss wlLh a leLLer of reslgnaLlonţ over Lhe years Lhe employee has been one of
Lhe beLLer performers buL suddenly has declded Lo qulLŦ 1he boss ls surprlsedŦ

UL1LkICk MC1IVL
Lmp|oyeeť ln Lhls slLuaLlon Lhe employee belleves LhaL he has been hard done by when he dldn'L geL
promoLed even afLer he performed a very crlLlcal role ln wlnnlng a blg pro[ecLŦ Pe ls lnfurlaLed and ls
geLLlng all klnds of negaLlve LhoughLs ln hls mlnd and ls on Lhe verge of leavlng hls [obŦ
8ossť AlLhough Lhe boss appreclaLes Lhe performance of Lhe employee buL ln hls vlew he ls noL ready for
promoLlon and doesn'L Lhlnk LhaL lL's a blg dealŦ As he has a slgnlflcanL role Lo play ln recommendlng
promoLlons Lhere ls a probablllLy LhaL he mlghL be percelved Lo be blased ln hls declslon maklngŦ

ÞUkÞCSL CI 1nL GAML
1hls game has been deslgned Lo porLray a common scenarlo where a boss ls ln Lhe crosshalrs of an
lrrlLaLed employeeţ lL ls lmporLanL Lo learn from Lhls game because lL carrles Lo poLenLlal Lo become a
real flreball and reason for a ma[or confllcL ln an organlzaLlonŦ

S1kCkING
1he sLroklng elemenL ls ln Lhe facL LhaL Lhe employee ls looklng for recognlLlon buL only ln Lhe form of a
promoLlonŦ Lven repeaLed clalms by Lhe manager LhaL hls good performance has been recorded and Lhls
wlll be consldered for a promoLlon ln Lhe fuLureŦ

CVLkALL LIILC1
1he sLudy of Lhls game would provlde an lnslghL Lo managers as Lo how Lo geL Lhe beLLer of such
slLuaLlonsŦ 1he besL ouLcome ls a wlnŴwln slLuaLlon buL ln addlLlon Lo LhaL lL ls also lmporLanL noL Lo fall
vlcLlm Lo emoLlons and Lurn a problem lnLo a nlghLmareŦ

1

MAIN 1kANSAC1ICNS
Lmpť (Lmployee enLers Lhe room looklng de[ecLed) l'm here Lo dlscuss my uncerLaln fuLure wlLh
Lhls companyŦ (Chlld)

8ossť WhaL's boLherlng you? LeL's Lalk abouL lLŦ (ÞarenL)

Lmpť l have declded Lo Cul1! (ÞuLs an envelope on Lhe Lable) (Chlld)

8ossť (Surprlsed!) WPA1? WP?? (ÞarenL)

Lmpť (Angrlly) you sLlll wanL Lo know why? Are you LoLally unaware of whaL's happened lasL
week? (Chlld)

8ossť Why are you geLLlng worked up? Weren'L you parL of Lhe Leam LhaL goL Lhe mega deal
done? l suppose Lhls should be reason Lo celebraLe! (ÞarenL)

Lmpť Maybe for Lhe company buL l was made Lhe scapegoaL! lL was my ldeaţ my pro[ecLţ and
who goL Lhe promoLlon ln Lhe end? now geLLlng whaL l'm complalnlng abouL? (Chlld)

8ossť Ch! So you are angry LhaL you dldn'L geL promoLed! And Lhe besL soluLlon you could
comeŴup wlLh was Lo qulL? l'm dlsappolnLed ln youŦ (ÞarenL)

Lmpť So whaL you expecLed from me? l deserved Lhe promoLlon every blL as anyone elseţ
raLher l would go on Lo say LhaL l deserved Lo be promoLed more Lhan anyone else! (Chlld)

8ossť Ck leL's noL [ump Lhe gunţ Lhose who have been promoLed were done so afLer Lhorough
conslderaLlon! So you beLLer waLch whaL you say! (ÞarenL)

Lmpť l wlsh LhaL was Lhe case buL you have only promoLed your favourlLes! (Chlld)

8ossť l don'L know from where you are geLLlng all Lhls nonŴsenseţ l have made a declslon afLer
much conslderaLlon and l have made Lhe rlghL cholces! (ÞarenL)

Lmpť l'm sure you have buL you have falled Lo recognlze Lhe person because of whom we goL
Lhe mega dealţ you have lgnored meţ so how can you [usLlfy your declslon? (Chlld)

8ossť Lookţ l Lhlnk LhaL you need more experlence and l don'L belleve LhaL you are ready Lo be
promoLedţ SlMÞLL! (ÞarenL)



Lmpť noL 8eady? l ouLperformed everyone okţ you [usL can'L handle lL LhaL l belng Lhe youngesL
ln Lhe Leam acLually dld beLLer! (Chlld)

8ossť Maybe buL lL was a Leam efforL ln my oplnlon so you should be a LeamŴplayer and walL for
your Lurn Lo be promoLed! 8lghL now l can'L help you l'm afrald! (ÞarenL)

Lmpť So you have made up your mlnd? ?ou wanL me Lo leave? (Chlld)

8ossť l would llke you Lo sLay buL lL's your declslon Lo makeţ noL mlne lf you wanL Lo leave!
(ÞarenL)

Lmpť 1han 1hank you very muchţ LhaL envelope conLalns my reslgnaLlon because l [usL can'L
work aL a place llke Lhls anymoreŦ (Chlld)

8ossť All rlghLţ be my guesLţ bye! (ÞarenL)

AL1LkNA1IVL 1kANSAC1ICNS
Lmpť (Lmployee enLers Lhe room looklng de[ecLed) l'm here Lo dlscuss my uncerLaln fuLure wlLh
Lhls companyŦ (Chlld)

8ossť l wouldn'L say LhaLţ wlLh your performance l Lhlnk you have a brlghL fuLure aL our
companyŦ (AdulL)

Lmpť Words won'L paclfy meţ l have declded Lo Cul1! (ÞuLs an envelope on Lhe Lable) (Chlld)

8ossť ueclded Lo Cul1? l'm surprlsed buL we should sorL Lhls ouL rlghL nowŦ (AdulL)

Lmpť (Angrlly) you are sLlll surprlsed? Are you LoLally unaware of whaL's happened lasL week?
(Chlld)

8ossť ?ou were parL of Lhe Leam LhaL goL Lhe mega deal done! l suppose Lhls should be reason
Lo celebraLe! (AdulL)

Lmpť Maybe for Lhe company buL l was made Lhe scapegoaL! lL was my ldeaţ my pro[ecLţ and
who goL Lhe promoLlon ln Lhe end? now geLLlng whaL l'm complalnlng abouL? (Chlld)



8ossť Ch! So you are angry LhaL you dldn'L geL promoLed! Þlease don'L be dlsappolnLed once we
are done wlLh Lhls dlscusslon l'm sure you'll be saLlsfledŦ (AdulL)

Lmpť l deserved Lhe promoLlon every blL as anyone elseţ raLher l would go on Lo say LhaL l
deserved Lo be promoLed more Lhan anyone else! (Chlld)

8ossť Calm downţ ?es you deserve Lo be promoLedţ maybe noL nCWţ buL lnŴLlme you wlll beŦ
!usL be paLlenLŦ (AdulL)

Lmpť l wlsh LhaL was Lhe case buL you have only promoLed your favourlLes! (Chlld)

8ossť uon'L Lake lL negaLlvelyţ promoLlons are made afLer golng Lhrough a LhoughL process so
please don'L Lhlnk LhaL only Lhe favourlLes have been promoLedŦ A sysLem and a procedure has
been followedŦ (AdulL)

Lmpť l'm sure you have buL you have falled Lo recognlze Lhe person because of whom we goL
Lhe mega dealţ you have lgnored meţ so how can you [usLlfy your declslon? (Chlld)

8ossť ?our efforLs have been recognlzedţ [usL because you haven'L promoLed doesn'L mean LhaL
you have been lgnoredŦ ?ou have recelved an ouLsLandlng appralsal and as you galn experlence
you wlll be promoLedŦ (AdulL)

Lmpť l ouLperformed everyone okţ buL you [usL can'L handle lL LhaL l belng Lhe youngesL ln Lhe
Leam acLually dld beLLer! (Chlld)

8ossť Look lL was a Leam efforLţ and lf you performed well LhaL's greaLŦ WhaL l'm saylng ls LhaL
Lhere ls no subsLlLuLe Lo experlence and lf you'll be paLlenL lnŴLlme you wlll be promoLed buL
rlghL now you are noL readyŦ (AdulL)

Lmpť So ln oLher words you mean LhaL you wanL me Lo leave? (Chlld)

8ossť nC! l never sald LhaLţ l've only asked you Lo walL for your Lurn! (AdulL)

Lmpť PmmmŦ Ck! l guess l'll glve lL anoLher shoL leL's see whaL happens! (Chlld)

8ossť Cood! ?ou are an asseL Lo Lhe company keep up wlLh your good work and lL's only a
maLLer of Llme when you'll geL LhaL promoLlonŦ (AdulL)



"GAML 11ť MLGA 8US1UÞ"
ÞAkLN1]CnILD 1kANSA1ICNS

SI1UA1ICN
8oss has someLhlng on hls head and he ls Laklng lL ouL on an employeeţ who falls Lo undersLand why Lhe
boss ls over reacLlng and Lhe slLuaLlon ls Lurnlng lnLo a mega busLŴupŦ

UL1LkICk MC1IVL
Lmp|oyeeť 1he employee ls caughL unawares and has no clue whaL's golng onŦ Pe doesn'L know how Lo
respond Lo Lhls slLuaLlon however he adopLs a defenslve aLLlLude LhaL shows Lhe way for Lhe boss Lo go
haywlre and be LoLally unreasonableŦ
8ossť Pe ls llke a raglng bull and wanLs Lo venL hls frusLraLlon on someLhlng and blows a fuse Lhe flrsL
Lhlngs he encounLersŦ Pe bully's Lhe subordlnaLe flndlng a problem ln everyLhlng Lhe poor guy has doneŦ

ÞUkÞCSL CI 1nL GAML
1hls game has been developed Lo descrlbe a common scenarlo where a boss ls acLually made aL
someLhlng else buL ls Laklng ouL hls emoLlons on an employee who really doesn'L know whaL wrong he
has commlLLedŦ 1hls slLuaLlon has Lhe poLenLlal Lo elLher deŴmoLlvaLe Lhe employee Lo exLenL of leavlng
Lhe [ob or Lhe employee reLallaLlng Lo Lhe boss whlch wlll resulL ln posslble sLralned relaLlonsŦ

S1kCkING
1he sLroklng elemenL ls mosLly negaLlve ln Lhls case whlch resulLs ln severe anxleLy for Lhe subordlnaLeŦ
ln an alLernaLlve case Lhe boss mlghL also be Laken on and mlghL have Lo face a sLrong reacLlon Lo hls
rlgld behavlorŦ

CVLkALL LIILC1
1hls game would provlde self awareness Lo managers as Lo how noL Lo acL ln an organlzaLlonal slLuaLlon
and how unknowlngly Lhey can cause a sLorm whlch has very negaLlve lmpacL on lndlvlduals and Lhe
organlzaLlon as a wholeŦ



MAIN 1kANSAC1ICNS
8ossť (Angrlly) Why dld you fall do Lhls Lask correcLly? (ÞarenL)

Lmpť l LhoughL Lhls how lL's doneţ l dld my besL honesLly! (Chlld)

8ossť 8uL dldn'L you geL Lhe deLalled emall? (ÞarenL)

Lmpť l guess l dld lL rlghL accordlng Lo Lhe emallŦ (Chlld)

8ossť ?ou guess? WhaL do you mean you guess? (ÞarenL)

Lmpť 8uL l conflrmed and Lhen dld lL how l LhoughL was rlghLŦ (Chlld)

8ossť Conflrmed from whom? ?ou are careless! (ÞarenL)

Lmpť uon'L you remember? l called youţ and you sald LhaL l should do lL how l found lL flLŦ
(Chlld)

8ossť 8uL LhaL dldn'L mean you do lL all wrong! (ÞarenL)

Lmpť Can you Lell me where ls Lhe room for lmprovemenL so l can work on lL? (Chlld)

8ossť Pmmm ŧŧŦ lL can be lmproved! (ÞarenL)

Lmpť 8uL where exacLly? (Chlld)

8ossť Well your presenLaLlon ls all wrong! Make lL beLLer! (ÞarenL)

Lmpť 8eLLer ln conLenL or Lhe presenLaLlon? (Chlld)

8ossť 8oLh! (ÞarenL)

Lmpť So whaL do you wanL me Lo do now? uo lL agaln from scraLch? (Chlld)

8ossť Well Lhere are no marks for guesslngţ do lL all over agaln! (ÞarenL)

Lmpť Chţ alrlghL lf you say so! (Chlld)



8ossť ArlghL see you Lomorrow LhenŦ (ÞarenL)

AL1LkNA1IVL 1kANSAC1ICNS
8ossť (Angrlly) Why dld you fall do Lhls Lask correcLly? (ÞarenL)

Lmpť l Lhlnk lL's flneţ whaL seems Lo be Lhe problem? (AdulL)

8ossť ?ou goL Lhe deLalled emall? 1hen why dldn'L you follow lL? (ÞarenL)

Lmpť l dldţ lLs accordlng Lo Lhe emallŦ (AdulL)

8ossť Ch really! l don'L Lhlnk so! (ÞarenL)

Lmpť 8uL l conflrmed from you and Lhen dld lL how l saw as rlghLŦ (AdulL)

8ossť Conflrmed from whom? ?ou are careless! (ÞarenL)

Lmpť l called youţ and you sald LhaL l should do lL how l found lL flLŦ And LhaL's how l dld lL!
(AdulL)

8ossť 8uL LhaL dldn'L mean you do lL all wrong! (ÞarenL)

Lmpť Can you Lell me where lL can be lmproved? Cause lLs flne ln my oplnlonŦ (AdulL)

8ossť Pmmm ŧŧŦ lL can be lmproved! (ÞarenL)

Lmpť Pow much and where? (Chlld)

8ossť Well your presenLaLlon ls all wrong! Make lL beLLer! (ÞarenL)

Lmpť 8eLLer ln whaL way? ln conLenL or Lhe presenLaLlon? Can you be more speclflcţ please?
(AdulL)

8ossť 8oLh! (ÞarenL)

Lmpť lL would be really helpful lf you Lold me whaL's your ldea of golng abouL lL? (AdulL)

8ossť !usL brlng up Lo speclflcaLlon ln Lhe emall and make lL all look beLLerŦ (ÞarenL)



Lmpť (8alslng an eyebrow) l Lhlnk l can do LhaLŦ (AdulL)

8ossť Coodţ see you Lomorrow LhanŦ (ÞarenL)




"GAML 12ť SA8C1AGL"
ÞAkLN1] CnILD 1kANSAC1ICNS

SI1UA1ICNť
Þeople compeLlng for a promoLlon

UL1LkICk MC1IVLť
1he game has Lhree parLlclpanLsŦ Cne of Lhem ls Lhe bossŦ 1he oLher Lwo are subordlnaLes compeLlng for
a poslLlonŦ
8ossť Lhe boss comes of as weakţ lnsecure and gosslpyŦ Pe ls noL really sure of Lhe valldlLy of hls cholces
and ls consequenLly looklng for reassurance whlch ls why he flnds hlmself so easlly manlpulaLed by hls
Lwo subordlnaLes
A||ť All ls an amblLlous dlrecL young man who wanLs Lhe promoLlon very badly and who belleves ln dolng
anyLhlng ln hls power Lo brlng lL abouL even lf he has Lo resorL half LruLhs Lo achleve hls endsŦ
Cmarť Cmar ls anoLher amblLlous execuLlveŦ Powever he ls more subLle and manlpulaLlve Lhan All lsŦ
Whlle All was very dlrecL abouL hls moLlvaLlonsţ Cmar dldn'L even menLlon hls lnLeresL ln Lhe promoLlonŦ

ÞUkÞCSL CI GAML
1he purpose of Lhe game ls Lo show a Lyplcal slLuaLlon LhaL occurs Lhese days when a number of people
are compeLlng for Lhe same poslLlon and Lhe alLernaLlve ls meanL Lo show how a boss can deal wlLh Lhe
game ln a beLLer manner Lo gulde Lhls compeLlLlve energy Lowards a more poslLlve ouLleLŦ

S1kCkING
1he common player ln Lhls game ls obvlously Lhe boss who ls recelvlng and dlspenslng Lhe sLroklngŦ 8oLh
employees wanL Lhe boss Lo Lhlnk LhaL he ls Lhelr confldanLţ Lhus lndlcaLlng Lo hlm hls lmporLanceŦ 1he
bossţ as already menLloned wanLs reassurance or raLher valldaLlon for Lhe cholce LhaL he has madeŦ

CVLkALL LIILC1
1he game ls a sLudy of amblLlonţ passlon and compeLlLlveness LhaL can exlsL ln a company and how
employees can desLroy each oLher because of Lhe above menLloned characLerlsLlcsŦ Poweverţ Lhe game
also allows us Lo see how supervlsors acLually manage Lo encourage Lhls behavlorŦ

MAIN 1kANSAC1ICNS

A|| (str|des |nto the bosses off|ce and s|ts down w|thout perm|ss|on)ť ºSlr have u LhoughL of who wlll
Lake over Lhe vÞ ÞromoLlons spoL once MrŦWaseem reLlres?" (Þarent)



8oss (c|ears h|s throat and fumb|es through the f||es on h|s desk)ť º?es All l have been golng over all Lhe
people who could poLenLlally flll hls place and l've narrowed lL down Lo Lwo candldaLesŦ Cne of Lhem ls
youŦ 1he oLher ls CmarŦ" (Ch||d)

A|| (|eans forward and frowns)ť ºWell LhaL's wonderful newsŦ 8uL why Cmar? l mean l've been wlLh Lhe
company years longer Lhan Cmar and Cmar lsn'L exacLly Lhe mosL conslsLenL guyŦ" (Þarent)

8oss (I|dgets w|th the penc||s |n h|s penc|| ho|der and avo|ds A||'s gaze)ť º1haL's surprlslngŦ l always
LhoughL you and Cmar worked wonderfully LogeLherŦ And all of Cmar's supervlsors were very happy
wlLh hls performanceŦ WhaL makes you say he's lnconslsLenL?" (Ch||d)

A||ť ºWell slrţ l don'L wanL Lo backblLe buL Cmar's fllghLyŦ When we worked LogeLher l noL only had Lo do
my work buL compleLe half of hls as wellŦ Pe sLarLs Lasks and Lhen loses lnLeresL and leaves Lhem
halfwayŦ" (S|aps the desk w|th h|s pa|m to underscore h|s po|nt)

8oss (scratches h|s head)ť ºWhy are you Lelllng me Lhls now? l meanŧmaybe you should have reporLed
Lhls Lo your supervlsor?"

A|| (Leans back and re|axes |n h|s cha|r)ť ºl really dldn'L wanL Lo be Lhe offlce snlLch and reporL hlmŦ l
mean Cmar ls a nlce guy and l dldn'L wanL Lo geL hlm lnLo LroubleŦ AfLer allţ everyone has faulLsŦ lL's [usL
LhaL he's noL Lhe mosL responslble guyŦ" (Þarent)

8ossť ºl'm really glad you Lold me Lhls now AllŦ ?ou mlghL [usL have prevenLed me from maklng a blg
mlsLakeŦ" (Ch||d)

A|| (|eans forward to shake the boss's hand)ť ºl [usL wanL whaL's besL for Lhls company and you slrŦ l
don'L wanL you Lo make a wrong declslon LhaL could have negaLlve consequences for youŦ" (Þarent)

8ossť ºl appreclaLe your dedlcaLlon AllŦ lL's good Lo know l have someone looklng ouL for me ouL Lhere
on Lhe floorŦ" (Ch||d)

(All exlLsŦ Cf course he can'L keep hls mouLh shuLŦ Soon Lhe enLlre deparLmenL knows he ls ln Lhe
runnlng for Lhe promoLlon along wlLh someone else)

Cmar (|eans |nto the boss's off|ce and asks uncerta|n|y)ť ºPello SlrŦ ?ou aren'L busy are you?" (Ch||d)

8ossť "WellŧlL can walLŦ Come ln CmarŦ" (Ch||d)

Cmar (s|ts down on the edge of h|s seat)ť "1hank youŦ Slr l needed Lo brlng someLhlng Lo your
aLLenLlonŦ' (Ch||d)

8ossť º8eally? WhaL's LhaL Cmar?' (Ch||d)
0


Cmar (|ooks down at h|s hands)ť ºWellŧl don'L know wheLher l should Lell you abouL LhlsŦ" (Ch||d)

8oss (|eans forward eager|y)ť º1ell me whaL Cmar?" (Ch||d)

Cmar (c|ears h|s throat)ť ºWellŧslrŧyou know l've made lL a pollcy never Lo geL lnvolved ln offlce
pollLlcs or complaln abouL my colleaguesŦ l llke Lo keep Lo myself and noL geL lnvolved wlLh all Lhe
golngsŴon beLween Lhe blg gunsŦ" (Ch||d)

8oss (sm||es and starts p|ay|ng w|th h|s penc||)ť º?es yes CmarŦ 1haL's very LrueŦ 8uL everyone's humanŦ
We all need Lo express our LhoughLs now and LhenŦ"

Cmarť º?es well lL's AllŦ Slr he's been acLlng really sLrange laLelyŦ l'm acLually qulLe concernedŦ l Lhlnk
he's sufferlng some sorL of breakdown because of hls dlvorceŦ Pe's been really abraslve and rude laLelyŦ
Pe snaps aL everyoneŦ ?esLerday he almosL had hls asslsLanL ln LearsŦ l know lL may noL be my place Lo
venLure a medlcal oplnlon buL l Lhlnk he's burnlng ouL from Lhe sLress of hls [obŦ noL everyone can
handle such hlgh pressure [obs u knowŦ" (Ch||d)

8ossť "8eally?" (S|ghs)Ŧ WellŧLhls sure compllcaLes LhlngsŦ Pave you heard LhaL l mlghL recommend All
for vÞ ÞromoLlons? now l don'L know whaL Lo doŦ" (Ch||d)

Cmar (Covers h|s mouth w|th h|s hands |n horror)ť ºCh no slr! l hadn'L heard LhaLŦ l feel Lerrlble nowŦ lf
l'd known he was a candldaLe for Lhe poslLlon l never would have come Lo youŦ lf he flnds ouLţ he wlll be
so madŦ l was [usL really concerned for hlm and l LhoughL lf l Lold youţ you could help hlmŦ" (Ch||d)

8ossť º1haL's very slncere of you CmarŦ uon'L worry our conversaLlon wonL leave Lhls roomŦ l [usL don'L
know how l'm golng Lo break Lhe news Lo hlmŦ 1hank you so muchţ CmarŦ" (Ch||d)

1

AL1LkNA1IVLť

A|| (str|des |nto the bosses off|ce and s|ts down w|thout perm|ss|on)ť ºSlr have you LhoughL of who wlll
Lake over Lhe vÞ ÞromoLlons spoL once MrŦWaseem reLlres?" (Þarent)

8ossť "?esţ All l have been golng over all Lhe people who could poLenLlally flll hls placeţ rlghL now l have
shorL llsLed you and CmarŦ Þrobably hls replacemenL wlll be announced wlLhln Lhe weekŦ" (Adu|t)

A|| (|eans forward and frowns)ť ºWell LhaL's wonderful newsŦ 8uL why Cmar? l mean l've been wlLh Lhe
company years longer Lhan Cmar and Cmar lsn'L exacLly Lhe mosL conslsLenL guyŦ" (Þarent)

8ossť º1haL's surprlslngŦ Well all of Cmar's peers were very happy wlLh hls performanceŦ 1haL's good
enough for meŦ" (Adu|t)

A||ť ºWell slrţ l don'L wanL Lo backblLe buL Cmar's fllghLyŦ When we worked LogeLher l noL only had Lo do
my work buL compleLe half of hls as wellŦ Pe sLarLs Lasks and Lhen loses lnLeresL and leaves Lhem
halfwayŦ" (S|aps the desk w|th h|s pa|m to underscore h|s po|nt) (Þarent)

8ossť "Why are you Lelllng me Lhls? ?ou should have reporLed Lhls Lo your supervlsorţ Lhe record of hls
performance LhaL l have Lells me LhaL he ls good enough Lo be consldered for Lhls promoLlon and LhaL ls
whaL l'm dolngŦ" (Adu|t)

A|| (Leans back and re|axes |n h|s cha|r)ť ºl really dldn'L wanL Lo be Lhe offlce snlLch and reporL hlmŦ l
mean Cmar ls a nlce guy and l dldn'L wanL Lo geL hlm lnLo LroubleŦ AfLer allţ everyone has faulLsŦ lL's [usL
LhaL he's noL Lhe mosL responslble guyŦ" (Þarent)

8ossť ºSo whaL's forclng you Lo become one now? Anywayţ don'L boLher yourself wlLh such maLLersŦ
8esL assured Lhe commlLLee wlll comeŴup wlLh Lhe rlghL declslonŦ" (Adu|t)

A|| (|eans forward to shake the boss's hand)ť ºl [usL wanL whaL's besL for Lhls company and you slrŦ l
don'L wanL you Lo make a wrong declslon LhaL could have negaLlve consequences for youŦ' (Þarent)

8ossť ºAppreclaLedţ buL lL would be beLLer lf you dld your [ob and leL me do mlneŦ" (Þarent)

(A|| ex|tsŦ Cf course he can't keep h|s mouth shutŦ Soon the ent|re department knows he |s |n the
runn|ng for the promot|on a|ong w|th someone e|se)

Cmar (|eans |nto the boss's off|ce and asks uncerta|n|y)ť ºPello SlrŦ ?ou aren'L busy are you?" (Ch||d)

8ossť "Come on lnŦ" (Þarent)



Cmar (s|ts down on the edge of h|s seat)ť "1hank youŦ Slr l needed Lo brlng someLhlng Lo your
aLLenLlonŦ" (Ch||d)

8ossť ºCh 8eally?"(Þarent)

Cmar (|ooks down at h|s hands)ť "Wellŧl don'L know wheLher l should Lell you abouL LhlsŦ" (Ch||d)

8oss (eases |n h|s cha|r)ť º1ell me whaL Cmar?" (Þarent)

Cmar (c|ears h|s throat)ť ºWellŧSlrŧyou know l've made lL a pollcy never Lo geL lnvolved ln offlce
pollLlcs or complaln abouL my colleaguesŦ l llke Lo keep Lo myself and noL geL lnvolved wlLh all Lhe
golngsŴon beLween Lhe blg gunsŦ" (Ch||d)

8oss (sm||es)ť "?es yes CmarŦ 1haL's very LrueŦ 8uL everyone's humanŦ We all need Lo express our
LhoughLs now and LhenŦ" (Adu|t)

Cmarť º?esţ well lL's AllŦ Slr he's been acLlng really sLrange laLelyŦ l'm acLually qulLe concernedŦ l Lhlnk
he's sufferlng some sorL of breakdown because of hls dlvorceŦ Pe's been really abraslve and rude laLelyŦ
Pe snaps aL everyoneŦ ?esLerday he almosL had hls asslsLanL ln LearsŦ l know lL may noL be my place Lo
venLure a medlcal oplnlon buL l Lhlnk he's burnlng ouL from Lhe sLress of hls [obŦ noL everyone can
handle such hlgh pressure [obs you knowŦ" (Ch||d)

8ossť "8eally?" (S|ghs) "LeL me Lalk Lo hlm abouL lLŦ" (Adu|t)

Cmar (Covers h|s mouth w|th h|s hands |n horror)ť ºuon'L leL hlm know LhaL l Lold you abouL Lhls cause
lf he flnds ouLţ he wlll be so madŦ l was [usL really concerned for hlm and l LhoughL lf l Lold youţ you could
help hlmŦ" (Ch||d)

8ossť ºCur conversaLlon won'L leave Lhls roomŦ ?ou don'L worry l'll sorL lL ouLŦ" (Þarent)


GAML13ť "SCWING SLLDS CI DISSLNSICN"
ÞAkLN1] ÞAkLN1] CnILD

SI1UA1ICNť
1he game shows a slLuaLlon ln whlch Lhe boss ls [ealous and lnsecure abouL Lhe buddlng
frlendshlp beLween Lwo of hls execuLlvesŦ

UL1LkICk MC1IVLť
Agaln Lhere are Lhree parLles lnvolved ln Lhls LransacLlonŦ 1here moLlvaLlon Lo parLlclpaLe ln Lhe
LransacLlon ls glven belowŤ
8ossť Lhe boss heard abouL a blossomlng frlendshlp beLween Lwo of hls execuLlves and feels somehow
LhreaLened by Lhls phenomenaŦ Pe wanLs Lo be Lhe one Lo whom all Lhe execuLlves come for advlce and
supporLŦ
A||ť he ls more vocal and sLronger abouL hls ob[ecLlons Lo whaL hls boss Lells hlm and ls bewlldered when
he hears LhaL Cmarţ who he had helped geL Lhe [obţ mlghL be Lhe one who ls saboLaglng hls career and
repuLaLlon ln Lhe companyŦ
Cmarť Cmar ls weaker and more suscepLlble Lo hls boss's manlpulaLlon Lhan All proved Lo be perhaps
because he has noL been aL Lhe company as long as All hasŦ Pe sLarLs off Lhe meeLlng unsure and
defenslveŦ

ÞUkÞCSL CI 1nL GAMLť
1he purpose of Lhls game ls Lo show whaL happens ln an organlzaLlon ln whlch employees begln Lhe
process of muLual ad[usLmenL and how an lnsecure boss may Lry Lo prevenL lL from happenlngŦ

S1kCkINGť
1he boss ls provldlng mosL of Lhe sLroklng because he wanLs Lo be Lhe reclplenL of Lhe sLroklng LhaL hls
employees are glvlng each oLherŦ Pe expecLs LhaL once he ellmlnaLes Lhe relaLlonshlp beLween Lhese
Lwo employees he'll be Lhe one who geLs sLroked by boLh of Lhem Lhus sooLhlng hls ego and puLLlng hls
lnsecurlLles Lo resLŦ

CVLkALL LIILC1ť
1he overall effecL of Lhe game ls Lo show Lhe negaLlvlLy LhaL bosses Lhemselves can cause
wlLhln Lhelr companles and how Lhey can sLunL a company's growLh due Lo Lhelr own
lnsecurlLlesŦ

MAIN 1kANSAC1ICNS
Þro|ogueť All and Cmar are Lwo execuLlves aL a company and desplLe Lhe cuLLhroaL compeLlLlon and dog
eaL dog envlronmenL fosLered by Lhe Lop managemenLţ Lhey're good frlendsŦ 1hey ofLen seek each
oLhers helpţ have lunch LogeLher a few Llmes a week and help each oLher on lmporLanL deadllnesŦ 1hls


cooperaLlon beLween Lhe Mu's has encouraged a frlendller aLLlLude amongsL Lhelr respecLlve
deparLmenLsţ whlch was an unheard of concepL ln Lhe companyŦ When Lhe boss learned of Lhls
frlendshlpţ he called All and Cmar separaLely lnLo hls offlceŦ All had Lhe flrsL appolnLmenLŦ

8oss (Gestures |mper|ous|y towards the cha|r |n front of h|s desk)ť Allţ slL downŦ l have someLhlng very
lmporLanL Lo dlscuss wlLh youŦ l've heard some very dlsLurblng newsŦ lL seems LhaL a loL of people ln
your deparLmenL are beglnnlng Lo quesLlon your ablllLles as an MuŦ (Þarent)

A|| (s|ts down and |eans back re|axed)ť buL why Slr? My deparLmenL's performance has been Lhe beLLer
Lhan everŦ ln facL we've seL a new record wlLh Lhe LargeLs we have achleved Lhls quarLerŦ (Þarent)

8oss (frowns at A||)ť lL's noL your deparLmenL's performance LhaL has been quesLlonedŦ lL's your
capablllLy as a leaderŦ lL seems LhaL people are beglnnlng Lo wonder lf you are so lncapable of dolng your
[ob LhaL you have Lo ask oLher people Lo do lLŦ Cmar for exampleŦ (Þarent)

A|| (Stands up |nd|gnant|y)ť buL l've never asked Cmar Lo do anyLhlng for meŦ We're [usL frlends and we
Loss ldeas off each oLher once ln a whlle buL LhaL's all Lhere ls Lo lLŦ WhaLever gave you Lhe ldea LhaL l
was geLLlng hlm Lo do my [ob? (Þarent)

8oss (|eans back |n h|s cha|r and regards A|| coo||y)ť l don'L have Lhls ldea buL your subordlnaLes
cerLalnly doŦ And slnce lL's [usL Lhe Lwo of you worklng LogeLher Lhere ls only one person Lhey could have
goLLen Lhe ldea LhaL you were delegaLlng Lo CmarŦ (Þarent)

A|| (|aughs |n d|sbe||ef)ť from Cmar? 8uL l recommended Cmar Lo Lhls companyŦ WlLhouL me he would
have no [ob hereŦ Pe wouldn'L Lurn on me llke Lhls! (Þarent)

8oss (stands up and starts exam|n|ng h|s bookcase noncha|ant|y)ť lL seems he hasŦ Come on AllŦ (sm||es
consp|rat|ona||y) ?ou're an experlenced managerŦ ?ou know how easy lL ls for men Lo geL bllnded by
amblLlonŦ Look l undersLand someLlmes how hard lL can be for you guys Lo funcLlon here wlLhouL Lhe
sllghLesL cooperaLlon from anyoneŦ Poweverţ LhaL can'L be helpedŦ (Spreads h|s hands) We ask for Lhe
besL employees buL Lhe besL are usually very [ealous of people of Lhe same callberŦ l [usL wanL you Lo
know LhaL lf you wanL moral supporL or frlendshlp or anyLhlng elseţ LhaL whaL l'm here forŦ So nexL Llme
you have any problemsţ conslder my door always open for youŦ (Þarent)

A|| (Leans forward to shake hands w|th the boss)ť 1hank you slrŦ 1hls whole Cmar Lhlng has come as
quleL a shock buL l really appreclaLe you saylng all LhlsŦ lL's reassurlng Lo know you're always hereŦ
(Þarent)

Cmarť May l come ln slr? (Ch||d)

8ossť ?esţ Cmar come lnŦ slL downŦ (Þarent)



Cmar s|ts down and says nervous|y ºam l ln Lrouble slr?" (Ch||d)

8ossť no CmarŦ l [usL wanLed Lo ask your oplnlon abouL someLhlngŧwell someone Lo be preclseŦ WhaL
do you Lhlnk of All? (Þarent)

Cmar (|ooks up |n surpr|se)ť All? Pe's a very nlce guy slrŦ Pe's very hard worklngţ qulLe frlendly and
helpfulŦ (Shrugs) We're good frlendsŦ (Ch||d)

8oss (|eans towards Cmar and |ooks h|m |n the eyes)ť are you quleL sure abouL LhaL? 8ecause he
doesn'L seem Lo harbor Lhe same feellngs for youŦ (Þarent)

Cmar sh|fts around uncomfortab|y ºwhaL do you mean slr? (Ch||d)
8oss (|eans back and ma|nta|ns eye contact)ť Look Cmar you seem llke a nlce guy and l don'L wanL Lo
see you sLabbedŦ 1hls company has a very compeLlLlve culLureŦ 1here are no frlends hereŦ (Þarent)

Cmar shakes h|s head frant|ca||y and saysť buL LhaL's such a very cynlcal ouLlookŦ l know mosL of Lhe
people wouldn'L sLop Lo help you lf you were dylng buL All lsn'L llke LhaLŦ (Ch||d)

8oss (sm||es der|s|ve|y)ť l would admlre your opLlmlsm lf l dldn'L know LhaL you're nalveLe would end up
puLLlng you ln a very precarlous poslLlon hereŦ Cmarţ All ls noL a frlend of yoursŦ ln facLţ he was ln here
only momenLs ago complalnlng abouL youŦ Pe made lL sound llke you should be flredŦ (Þarent)

Cmar |ooks at the boss |n shockť ºbuL whaL would make hlm say LhaL? l'm always really nlce Lo hlmŦ And
l honesLly LhoughL we were good frlendsŦ (Ch||d)

8ossť LhaL's whaL l'm Lrylng Lo explaln Lo youŦ l only Lold you Lhls for your own goodŦ uon'L ever fall lnLo
Lhe Lrap of Lhlnklng LhaL any of Lhese guys are your frlendsŦ 1hey're your compeLlLorsŦ lor Lhem you wlll
always be an enemy LhaL Lhey need Lo show upŦ (Þarent)

Cmarť Lhank you so much for Lelllng me Lhls slrŦ l would never have suspecLed lLŦ (Ch||d)

8oss (Þats Cmar on the back as he escorts h|m out the door)ť l Lold you Lhls because even Lhough you
don'L have any frlends amongsL your colleaguesţ l wanL you Lo know LhaL you can conslder me your ally
hereŦ lf you have any problems wlLh your colleaguesţ you should always come Lo me and Lell meŦ l'll Lake
care of Lhlngs for youŦ (Þarent)



AL1LkNA1IVLť

8oss (Gestures |mper|ous|y towards the cha|r |n front of h|s desk)ť Allţ slL downŦ l have someLhlng very
lmporLanL Lo dlscuss wlLh youŦ l've heard some very dlsLurblng newsŦ lL seems LhaL a loL of people ln
your deparLmenL are beglnnlng Lo quesLlon your ablllLles as an MuŦ (Þarent)

A|| (s|ts down and |eans back re|axed)ť My deparLmenL's performance has been beLLer Lhan everŦ ln facL
we've seL a new record wlLh Lhe LargeLs we have achleved Lhls quarLerŦ (Þarent)

8oss (frowns at A||)ť lL's noL your deparLmenL's performance LhaL has been quesLlonedŦ lL's your
capablllLy as a leaderŦ lL seems LhaL people are beglnnlng Lo wonder lf you are so lncapable of dolng your
[ob LhaL you have Lo ask oLher people Lo do lLŦ Cmar for exampleŦ (Þarent)

A|| (Stands up |nd|gnant|y)ť buL l've never asked Cmar Lo do anyLhlng for meŦ We're frlends and we Loss
ldeas off each oLher once ln a whlle buL LhaL's all Lhere ls Lo lLŦ WhaLever gave you Lhe ldea LhaL l was
geLLlng hlm Lo do my [ob? (Þarent)

8oss (|eans back |n h|s cha|r and regards A|| coo||y)ť l don'L have Lhls ldea buL your subordlnaLes
cerLalnly doŦ And slnce lL's [usL Lhe Lwo of you worklng LogeLher Lhere ls only one person Lhey could have
goLLen Lhe ldea LhaL you were delegaLlng Lo CmarŦ (Þarent)

A|| (|aughs |n d|sbe||ef)ť from Cmar? Why don'L we call Cmar and ask hlm? (Adu|t)

8oss (stands up and starts exam|n|ng h|s bookcase noncha|ant|y)ť Well l don'L Lhlnk lL's a greaL ldeaŦ
Come on AllŦ (sm||es consp|rat|ona||y) ?ou're an experlenced managerŦ ?ou know how easy lL ls for men
Lo geL bllnded by amblLlonŦ Look l undersLand someLlmes how hard lL can be for you guys Lo funcLlon
here wlLhouL Lhe sllghLesL cooperaLlon from anyoneŦ Poweverţ LhaL can'L be helpedŦ (Spreads h|s hands)
We ask for Lhe besL employees buL Lhe besL are usually very [ealous of people of Lhe same callberŦ l [usL
wanL you Lo know LhaL lf you wanL moral supporL or frlendshlp or anyLhlng elseţ LhaL whaL l'm here forŦ
So nexL Llme you have any problemsţ conslder my door always open for youŦ (Þarent)

A||ť 1hank you for your supporL buL l would llke Lhls maLLer Lo be sorLed ouL beLween all Lhree of usţ
rlghL nCW! ln my oplnlon lL's for Lhe beLLer of all of usŦ (Adu|t)

8oss (caught off guard)ť Well maybe someLlme laLerŦ l have a meeLlng comlng upţ laLer LhenŦ (Þarent)

(Cnce Lhe boss hasLlly wraps up Lhe conversaLlonţ he looks forward Lo Lhe poLenLlal Lrouble he ls ln buL
sLlll calls upon Cmar and keeps up wlLh hls plan)

Cmarť May l come ln slr? (Ch||d)

8ossť ?esţ Cmar come lnŦ slL downŦ (Þarent)



Cmar s|ts down and sm||esť ºAm l ln Lrouble slr?" (Ch||d)

8ossť no CmarŦ l [usL wanLed Lo ask your oplnlon abouL someLhlngŧwell someone Lo be preclseŦ WhaL
do you Lhlnk of All? (Þarent)

Cmar (|ooks up |n surpr|se)ť Pe's a very nlce guy slrŦ Pe's very hard worklngţ qulLe frlendly and helpfulŦ l
would aLLrlbuLe a bulk of my success aL Lhe company Lo hlmŦ (Adu|t)

8oss (|eans towards Cmar and |ooks h|m |n the eyes)ť are you quleL sure abouL LhaL? 8ecause he
doesn'L seem Lo harbor Lhe same feellngs for youŦ (Þarent)

Cmar sh|fts around uncomfortab|yť ºwhaL do you mean Slr? (Ch||d)

8oss (|eans back and ma|nta|ns eye contact)ť Look Cmar you seem llke a nlce guy buL Lhls company has
a very compeLlLlve culLureŦ 1here are no frlends hereŦ (Þarent)

Cmarť l know mosL of Lhe people wouldn'L sLop Lo help you lf you were dylng buL l can say wlLh much
confldence LhaL All cerLalnly lsn'L llke LhaLŦ (Adu|t)

8oss (sm||es der|s|ve|y)ť l would admlre your opLlmlsm lf l dldn'L know LhaL you're nalveLe would end up
puLLlng you ln a very precarlous poslLlon hereŦ Cmarţ All ls noL a frlend of yoursŦ ln facLţ he was ln here
only momenLs ago complalnlng abouL youŦ Pe made lL sound llke you should be flredŦ (Þarent)

Cmar |ooks at the boss surpr|sedť Ch really? 1haL's a surprlse! we were [usL ouLslde Lalklng abouL how
we could work LogeLher on Lhe upcomlng pro[ecL? l'm sure he has some confldence ln meŦ (Adu|t)

8ossť LhaL's whaL l'm Lrylng Lo explaln Lo youŦ l only Lold you Lhls for your own goodŦ uon'L ever fall lnLo
Lhe Lrap of Lhlnklng LhaL any of Lhese guys are your frlendsŦ 1hey're your compeLlLorsŦ lor Lhem you wlll
always be an enemy LhaL Lhey need Lo show upŦ (Þarent)

Cmarť 1hank you for Lelllng me Lhls slr buL l Lhlnk l can lookouL my own backŦ (Adu|t)

8oss (Þats Cmar on the back as he escorts h|m out the door)ť l Lold you Lhls because even Lhough you
don'L have any frlends amongsL your colleaguesţ l wanL you Lo know LhaL you can conslder me your ally
hereŦ lf you have any problems wlLh your colleaguesţ you should always come Lo me and Lell meŦ l'll Lake
care of Lhlngs for youŦ (Þarent)



"GAML 14ť IIkING 1nL LMÞLC¥LL"
ÞAkLN1] CnILD 1kANSAC1ICN

UL1LkICk MC1IVLť
Superv|sorť wanLs Lo ulLlmaLely flre Lhe employee buL along Lhe way he also wanLs Lo absolve hlmself
and Lhe company of any blame for Lhe employees sub par performanceŦ
Lmp|oyeeť Lhe employee wanLs Lo avold all responslblllLy for hls performance and resulLs and Lherefore
wanLs Lo flnd a sulLable scapegoaLŦ As always he hlLs upon LhaL perfecL scapegoaLţ ºLhe sysLem"Ŧ

ÞUkÞCSL CI 1nL GAMLť
1he purpose of Lhe game ls Lo lllusLraLe all LhaL can go wrong ln a senslLlve slLuaLlon such as when a
company ahs Lo leL an employee go due Lo bad performanceŦ 1here ls no rlghL way Lo do lL buL llke Lhe
alLernaLlve shows Lhere ls a beLLer way Lo handle lL Lo mlnlmlze blLLerness Lhan Lhe way lL was handled
ln Lhe flrsL lnsLanceŦ

S1kCkINGť
1he sLroklng LhaL was golng on ln Lhls game ls negaLlveŦ Slnce Lhe ouLcome ls predeLermlned as a
negaLlve oneţ Lhe supervlsor sLarLs off abraslve and crlLlcalŦ AL Lhe employee's qulverlng response where
he should have shlfLed Lo a sofLer personallLyţ he conLlnued ln hls prevlous mode Llll he puL Lhe
employee compleLely on Lhe defenslveŦ

CVLkALL LIILC1ť
1hls game shows how bosses can ruln a company's lmage and repuLaLlon by belng lnsenslLlve Lo
employees belng flredŦ 1rue Lhe employee was no asseL Lo Lhe company buL LhaL dldn'L mean LhaL he
should have been pushed Lo belng an enemyŦ lnsLead wlLh a llLLle LacLţ Lhe whole slLuaLlon could have
been neuLrallzedŦ

MAIN 1kANSAC1ICNS
Superv|sor (fo|ds both hands on the tab|e and regards the emp|oyee over h|s g|asses)ť ºCaslmŦ uo you
know why you are here Loday?" (Þarent)

Ças|m (wets h|s ||ps nervous|y)ť ºLrŧl canL really say slrŦ" (Ch||d)

Superv|sor frowns and saysť ºcome on CaslmŦ ?ou canL be LhaL obllvlousŦ 1hls ls regardlng your abysmal
performance Lhls monLhŦ" (Þarent)

Ças|m shuff|es h|s feet and mumb|esť ºlŧl've [usL been havlng problems ad[usLlng Lo Lhe new Leam slrŦ
1hey all make me feel llke such an ouLcasLŦ (Ch||d)



Superv|sorť "1he Leam has been here for almosL Lwo quarLers now CaslmŦ lL's long pasL Llme LhaL you
sLop uslng Lhe Leam as an excuseŦ" (Þarent)

Ças|mť "8uL everyLhlng has changed because of LhemŦ 1hey don'L leL me do ay of Lhe Lasks LhaL l wanL
and whenever l do manage Lo do someLhlng l llkeţ Lhey Lake Lhe credlL away from meŦ" (Ch||d)

Superv|sor (taps h|s foot |mpat|ent|y)ť "l've heard all Lhese excuses beforeŦ ?ou're an adulL CaslmŦ l
don'L have Llme Lo baby slL you all Lhe LlmeŦ 1hese are lssues LhaL you should have dealL wlLh yourself a
long Llme agoŦ" (Þarent)

Ças|mť º8uL l lnformed you of Lhese problems aL Lhe lasL evaluaLlon meeLlngŦ l Lold you whaL Lhey were
dolng Lo meŦ l can'L work when l feel llke Lhey're consLanLly breaLhlng down my neckţ walLlng for me Lo
fallŦ" (Ch||d)

Superv|sorť "And l dlsLlncLly remember Lelllng you LhaL you would have Lo resolve your lssues because
Lhe Leam ls here Lo sLayŦ Poweverţ l don'L seem Lo have made an lmpresslon on you for your
performance ls even worse Lhan lL was LhenŦ" (Þarent)

Ças|mť "8uLŧl dld LryŦ l [usL don'L know where l wenL wrongŦ ?ou have Lo belleve meţ pleaseŦ" (Ch||d)

Superv|sorť "l'm sure you dldŦ 8uLţ conslderlng Lhe almosL consLanL downsllde your performance has
Laken and your compleLe lack of lnlLlaLlveţ l'm afrald Lhe company wlll have Lo leL you goŦ" (Þarent)

Ças|mť "LeL me go? WhaL do you mean leL me go?" (Ch||d)

Superv|sorť "l mean you're belng flred CaslmŦ ?ou're servlces are no longer requlred hereŦ ?ou may Lake
Lhe resL of Lhe day empLylng ouL your deskŦ" (Þarent)

Ças|mť "8uL l can'L be flredŦ l dldn'L do anyLhlng wrongŦ l promlse l'll Lry Lo lmproveŦ lf you flre me nowţ
l'll have no way Lo pay Lhe lease due on my houseŦ" (Ch||d)

Superv|sorť ºWell you should have LhoughL of LhaL before you became so complacenL abouL your
poslLlon ln Lhe companyŦ ?ou cerLalnly had plenLy of warnlng LhaL such an evenLuallLy could Lake placeŦ"
(Þarent)

Ças|mť "1hls ls noL falrŦ l haven'L even been glven a chance Lo appeal Lhls declslonŦ All of Lhls ls noL my
faulLŦ 1hls appralsal sysLem only measures my ouLpuLŦ lL doesn'L have any concern wlLh any obsLacles l
may be faclng ln Lhe course of my workŦ" (Ch||d)

Superv|sorť "1yplcalŦ now llke every oLher employee Lrylng Lo escape blameţ you're golng Lo blame Lhe
evaluaLlon sysLemŦ ?ou're evaluaLlon was compleLely ob[ecLlve CaslmŦ lf lL wasn'Lţ you wouldn'L be Lhe
only one maklng Lhese wlld baseless accusaLlonsŦ "(Þarent)
0


Ças|mť "l'm belng persecuLedŦ 1hls ls baslcally a wlLch hunLŦ ?ou always wanLed Lo geL rld of me [usL llke
you goL rld of Lhe resL of my deparLmenLŦ" (Ch||d)

Superv|sorť "?ou're belng overly dramaLlc and Lhls conversaLlon ls becomlng very dlsLasLefulŦ 1he
declslon ls flnal wheLher you accepL lL or noLŦ ?ou cannoL come Lo work from Lomorrow onwardsŦ"
(Þarent)

Ças|mť "?ou wlll regreL Lhls declslonŦ l may noL be worLh much rlghL now buL one day soon you'll regreL
Lhls meeLlngŦ" (Ch||d)


AL1LkNA1IVL 1kANSAC1ICNSť
Superv|sorť ºÞlease come ln and slL down CaslmŦ l'm afrald l have some bad newsŦ" (Adu|t)

Ças|m (wets h|s ||ps nervous|y)ť ºLrŧwhaL news ls LhaL slr?" (Ch||d)

Superv|sorť ºl'm golng Lo be sLralghL wlLh you CaslmŦ 1he company has declded Lo leL you goŦ" (Adu|t)

Ças|mť ºLeLŧleL me go? 8uL why?" (Ch||d)

Superv|sor hands a f||e to qas|m and opens a copy h|mse|fť ºWell lL says here LhaL you have been laLe
on average aL leasL days a week for Lhe pasL Lwo monLhsţ you've noL been able Lo meeL a slngle
deadllne ln Lhe same amounL of Llme and you spend mosL of your Llme slLLlng aL your desk maklng
personal callsŦŦ" (c|oses f||e and regards Ças|m ca|m|y over |t) (Adu|t)

Ças|m's |ooks downţ swa||ows nervous|y and saysť ºlŧlŧmade Lhe calls from my own cell
phoneŧ"(tra||s off weak|y) (Ch||d)

Superv|sorť ºLook CaslmŧlL's pasL Llme Lo make recrlmlnaLlonsŦ l don'L wasn'L Lo make wlld accusaLlons
aL you and end Lhls meeLlng ln a dlsLasLefulŦ ?ou had such a promlslng sLarLŦ WhaL wenL wrong?" (Adu|t)

Ças|m |ooks down at the tab|eţ ºl've Lold you l'm havlng Lrouble ad[usLlng Lo Lhe changes belng made ln
Lhe sLrucLure slnce Lhe pasL yearŦ" (Ch||d)

Superv|sorť º1rue you have and l remember havlng a number of sesslons wlLh you by Lhe end of whlch
you also agreed LhaL Lhough Lhese changes made you uncomforLableţ you undersLood Lhelr slgnlflcance
Lo our performanceŦ l wonderŧ"(Adu|t)

Ças|m |ooks upţ catches the superv|sors eye and |ooks down hast||y aga|n (Ch||d)

1

Superv|sor s|ghsţ wa|ks over and puts h|s hand on Ças|m's shou|der and saysť ºCaslm ls everyLhlng all
rlghL ln your personal llfe? 8ecause all Lhe slgns polnL Lo some sorL of sLress and l'm beglnnlng Lo Lhlnk
LhaL lL may orlglnaLe from you're homeŦ" (Adu|t)

Ças|m |ooks up at the superv|sor but doesn't say anyth|ng (Ch||d)

Superv|sorť "Wellŧl'm noL golng Lo force you Lo dlvulge lnformaLlon LhaL you don'L feel comforLable
sharlngŦ l [usL wanL you Lo know LhaL l Lhlnk lf someLhlng ls boLherlng you Lhls badlyţ you should Lalk Lo
someone abouL lLŦ lf you're noL comforLable Lalklng Lo me LhaL's flneŦ 8uL lf you are l'll Lry Lo flnd a
soluLlon Lo your problems regardless of wheLher you work here or noLŦ" (Adu|t)

Ças|m ma|nta|ns eye contact and says |n a subdued vo|ceť º?ou're analysls ls rlghL and l appreclaLe
whaL you have saldŦ l'll keep lL ln mlnd lf l ever feel llke l need Lo LalkŦ º(Adu|t)

Superv|sorť "lalr enoughŦ And l don'L wanL you Lo worry abouL geLLlng a bad recommendaLlonŦ lf you
promlse Lo Lake lL easy for a whlle and sorL ouL your problems before you apply for anoLher [obţ l'll make
sure l glve recommendaLlon reflecLlve of Lhe real CaslmŦ" (Adu|t)

Ças|mť "1hank you slrŦ 1haL ls perhaps more Lhan l deserve conslderlng my recenL behavlorŦ" (Adu|t)

Superv|sorť "uon'L Lhank me yeL CaslmŦ Llke l sald l need Lo be reassured you have your affalrs ln order
before l come Lhrough on Lhe recommendaLlonŦ ?ou wlll geL Lwo weeks pay ln addlLlon Lo your wages
for Lhls perlodŦ Look aL Lhls Llme as a blesslng ln dlsgulse and use lL Lo glve Llme aL home and sorL ouL
your problemsŦ 1haL ls my suggesLlon Lo youŦ" (Adu|t)

Ças|mť º?ou're absoluLely rlghLŦ l wlllŦ And slr l [usL wanL you Lo know LhaL Lhough l en[oyed my flrsL few
years here a loL and especlally my Llme wlLh youţ you are noL aL faulL as far as Lhe deLerloraLlon of my
performance hereŦ l'd begun Lo reallze a long Llme ago LhaL l wasn'L sulLed Lo Lhls lndusLry and such a
hlghŴpressured [obŦ" (Adu|t)

Ças|m r|ses and offers h|s hand for the superv|sor to shakeŦ (Adu|t)

Superv|sor r|ses as we||ţ shakes hands w|th qas|m and escorts h|m to the doorŦ (Adu|t)


"GAML 1Sť 8LWAkL 1n¥ CUS1CMLk"
ÞAkLN1] CnILD 1kANSAC1ICN

UL1LkICk MC1IVLSť
Customerť Lhe cusLomer ls a dlsLlncLly defenslve and dlssaLlsfled oneŦ MosL cusLomers ln her place
would feel [usLlfled ln belng rude buL she seems Lo geL defenslve and downrlghL peLulanL every Llme
Lhere ls so much as a hlnL LhaL Lhe oLher person Lhlnks she may noL know how Lo use Lhe producL ln Lhe
correcL mannerŦ
Lmp|oyeeť Lhe employee ls complacenL ln Lhe beglnnlng and when she grasps Lhe poLenLlal serlousness
of Lhe slLuaLlon she lmmedlaLely swlLches aLLlLudes Lo one LhaL ls more sulLed Lo her role as fronL desk
personnelŦ Poweverţ she sLlll remalns condescendlng and refuses Lo belleve LhaL Lhe problem may lle
wlLh her company's producLŦ lnsLead she very blaLanLly lmplles LhaL Lhe cusLomer ls aL faulL and
ulLlmaLely ends up loslng a cusLomer for her companyŦ

ÞUkÞCSL CI 1nL GAMLť
1hls game baslcally shows Lhe problems LhaL can arlse when expecLaLlons of Lhe people lnvolved ln a
LransacLlon are noL equal and how senslLlve and poLenLlally exploslve such an exchange can be
especlally ln an organlzaLlonal seLLlng and even more lmporLanLly when lL lnvolves a company's lnLernal
and exLernal cusLomersŦ

S1kCkINGť
When Lhe cusLomer approaches Lhe employeeţ annoyed she [usLlflably expecLs Lhe employee Lo admlL
Lhe mlsLake of Lhe company and rush Lo seL Lhlngs rlghLŦ She also expecLs Lhe companyţ Lhrough Lhe
employee Lo show LhaL her paLronage ls appreclaLed and deslred by Lhe companyţ LhaL she ls consldered
a valued cusLomerŦ
1he employee on Lhe oLher hand ls obvlously elLher lnexperlenced or noL well Lralned because her flrsL
lmpresslon ls uncarlng and she does noL compleLe Lhe LransacLlon lnlLlaLed by Lhe cusLomer ln a
saLlsfacLory mannerţ Lhus exacerbaLlng Lhe problemŦ




CVLkALL LIILC1ť
1he overall effecL of Lhe game ls preLLy negaLlve and lL shows a slLuaLlon LhaL fronL desk employees
ofLen face when deallng wlLh lraLe cusLomersŦ 1he alLernaLlve shows a beLLer more LacLful way Lo handle
Lhe problemŦ

MAIN 1kANSAC1ICN
Customer wa|ks up to the front desk and saysť "excuse meŦ l've been Lrylng and Lrylng Lo geL
someone's aLLenLlon buL no one llsLens hereŦ My slm lsn'L worklngŦ" (Ch||d)

Lmp|oyee cont|nues to exam|ne her na||s and responds w|thout |ook|ng upť ºhave you Lrled
lnserLlng lL ln Lhe phone?" (Þarent)

Customerť "of course l lnserLed lL ln Lhe phone flrsLŦ lL keeps glvlng me an lnserL slm card
message!" (Ch||d)

Lmp|oyee (st||| s|tt|ng |n a re|axed way and not estab||sh|ng eye contact)ť "are you sure you're
lnserLlng lL Lhe rlghL slde up?" (Þarent)

Customer (hunches her shou|ders and snaps)ť "don'L LreaL me llke an lmbeclleŦ l've been uslng
cell phones for yearsŦ l Lhlnk l've learnL Lo lnserL a slm card by nowŦ" (Ch||d)

Lmp|oyeeť ºl'm sure you doŦ l [usL LhoughL LhaL you could have made a mlsLakeŦ lL happens all
Lhe LlmeŦ" (Waves her hand around d|sm|ss|ve|y) (Þarent)

Customer (pouts and says petu|ant|y)ť "you're Lrylng Lo cover up Lhe facL LhaL you LhoughL l
dldn'L even know how Lo use a slm card rlghL aren'L you? lL's whaL you LhoughL ln Lhe
beglnnlngŦ" (Ch||d)



Lmp|oyee (rema|ns seated but s|ts up stra|ghter)ť "ma'am l assure you Lhese are sLandard
quesLlons we ask everyoneŦ 1here was noLhlng personal lnLendedŦ" (Þarent)

Customer (worr|es the r|ngs on her f|ngers and says)ť "nlce LryŦ 1he servlces here are LerrlbleŦ
Maybe l should Lry anoLher companyţ one LhaL appreclaLes me moreŦ" (Ch||d)

Lmp|oyee (makes eye contact w|th the customer and states)ť "ma'am l apologlze for any
negaLlve lmage l may have glven youŦ l'll personally make sure your problem ls solvedŦ" (Þarent)

Customer (f||ps her ha|r back |rr|tab|y and says)ť "flnallyŦ lL seems a LanLrum ls Lhe only way Lo
geL you peoples aLLenLlonŦ l never mean for Lhlngs Lo Lurn ouL llke Lhls buL Lhere seems Lo be no
oLher way Lo geL servlce around hereŦ" (Ch||d)

Lmp|oyee (stands up and |eans forward over the counter)ť "agaln l apologlze madamŦ Cur slms
never malfuncLlon whlch ls why your problem Lhrew me off courseŦ" (Þarent)

Customer (tw|sts her hands together and |ooks down at the counter)ť "well l dldn'L do
anyLhlng wrongŦ lL hasn'L been worklng slnce l boughL lLŦ l Lhlnk you should geL Lhe slm lLself
checkedŦ" (Ch||d)

Lmp|oyee (ho|ds out her hand and says f|rm|y)ť ºmay l please see your moblle seL? º(Þarent)

Customer (rummages through her bag hurr|ed|y)ť "wellŧokŦ 8uL why do you wanL my seL? l've
Lold you Lhe seL ls okŦ lL has Lo be Lhe slmŦ" (Ch||d)

Lmp|oyee (pats the customers shou|der sooth|ng|y and says)ť "l'm sure lL ls buL l [usL need Lo
LesL lL on someLhlng onceŦ now please show me your cell phoneŦ" (Customer g|ves up her
phoneŦ 1he emp|oyee proceeds to open |t up and put the s|m |n the requ|red s|ot) (Þarent)



Customer (b|tes her ||p vexed|y)ť ºwhy are you lnserLlng Lhe slm back ln? l already Lold you lL
doesn'L workŦ l wasn'L lylng you knowŦ WhaL lf lL rulns my phone?" (Ch||d)

Lmp|oyee (peers at the customer over her g|asses)ť ºlf someLhlng happens Lo your phone
because of a faulL on our parLţ l'll make sure LhaL we replace lL for youŦ" (Þarent)

Customer (shrugs |n annoyance and says sharp|y)ť "no Lhank youŦ l keep saylng LhaL lL's a
problem wlLh Lhe slm buL none of you wlll belleve meŦ l Lhlnk l'll [usL go buy anoLher one from
anoLher companyŦ" (Ch||d)

Lmp|oyee (|ooks down her nose at the customer and says coo||y)ť "ma'am l assure you our
slms go Lhrough a rlgorous quallLy checkŦ 1here's mlnlmal chance of Lhelr malfuncLlonlngŦ
Poweverţ lf you would llke Lo go Lo someone else be my guesLŦ ?ou wlll flnd LhaL Lhey wlll only
conflrm my dlagnoslsŦ" (Þarent)

AL1LkNA1IVL 1kANSAC1ICNť

Customer wa|ks up to the front desk and saysť "excuse meŦ l've been Lrylng and Lrylng Lo geL
someone's aLLenLlon buL no one llsLens hereŦ My slm lsn'L worklngŦ" (Ch||d)

Lmp|oyee stra|ghtens upţ sm||es and saysť "well you have come Lo Lhe rlghL placeŦ Pave you
goL Lhe slm wlLh youŦ" (Adu|t)

Customer s|ghs |mpat|ent|y and saysť ºwell of courseŦ Pow sllly would l be Lo come complaln
abouL a slm buL noL brlng lL wlLh me?" (Ch||d)

Lmp|oyeeť ºlm sorry madamŦ l meanL no dlsrespecLŦ May l see Lhe slm" (Adu|t)



Customer rummages through her bagţ |ocates the s|m and hands |t to the emp|oyeeť ºbe
careful wlLh lLŦ lf you ruln lL furLher lm noL paylng for Lhe exLra damagesŦ º(Ch||d)

Lmp|oyee keeps sm||e |n p|ace and g|ves customer a reassur|ng g|anceŦ ºuon'L worry madamţ
lf Lhe slm ls brand new and lL's a problem on our endţ we'll flx lL for you for freeŦ" (Adu|t)

Customer s|ghs huff||y and saysť ºwell l should hope soŦ" (Ch||d)

Lmp|oyee cont|nues to exam|ne the s|m pat|ent|y and saysť ºma'am may l please see your
moblle seL?" (Adu|t)

Customer |ooks re|uctant and saysť ºmy moblle seL? Why? My moblle seL ls newŦ 1he faulL canL
be wlLh Lhe seLŦ lL's your sLupld slmŦ" (Ch||d)

Lmp|oyee cont|nues to ho|d her hand out pat|ent|y and says even|yť l'm sure Lhere ls noLhlng
wrong wlLh Lhe seLŦ lL's [usL LhaL Lhese slms can be a llLLle Lrlcky Lo lnserL someLlmesŦ Þerhaps
LhaL's Lhe problem you are faclngŦ (Adu|t)

Customer fo|ds her arms and hunches her shou|ders defens|ve|y and says |n r|s|ng tonesť you
are [usL llke Lhe oLhers! l knCW how Lo lnserL a slmple slm! l have been managlng Lhe feaL for
quleL a couple of years now! (Ch||d)

Lmp|oyee says p|acat|ng|yť l'm sure you have madamŦ All l'm saylng ls Lhere are Lhese new seLs
ln Lhe markeL whlch have redeslgned Lhe slm spaceŦ lL can geL a llLLle confuslngŦ lL Look me
several Lrles before l goL used Lo lL myselfŦ (Adu|t)

Customerť really? l dldn'L know LhaLŦ 1hey should menLlon Lhese Lhlngs ln Lhe manual! (Ch||d)



Lmp|oyeeť Lhey have sLarLed dolng so recenLly afLer Lhey recelved a number of complalnLs from
frusLraLed cusLomers buL Lhe seLs LhaL were sold before dldn'L have Lhe noLlflcaLlonŦ (Adu|t)

Customerť no wonder l was havlng problems wlLh Lhe slmŦ lL's all Lhe moblle manufacLurer's
faulLŦ l'm sorry l was so rude beforeŦ lL's [usL LhaL l was aL my wlLs ends abouL whaL Lo do wlLh lLŦ
(Ch||d)

Lmp|oyee sm||es wh||e she s||ps the s|m |nto p|ace and snaps the ce|| phone shutť you're
frusLraLlon was compleLely undersLandableŦ 1here! All doneţ problem solved! Pave a nlce day!
(Adu|t)



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