Role-play exercises” involve participants assuming specific roles and engaging in simulated scenarios to practice skills, address challenges, or explore different perspectives. These exercises are commonly used in training, education, and professional development settings to enhance communication, problem-solving, and decision-making abilities. Through role-playing, individuals can gain practical experience, build confidence, and develop a deeper understanding of various situations they may encounter in real life.

Scenario: Inventory Management Crisis

You are the operations manager of a retail store, and you’ve just received news that there’s a significant discrepancy in your inventory levels. Several items are showing as out of stock in your system, despite the fact that they were supposed to be in stock according to recent shipments. Additionally, some high-value items are missing entirely from your inventory records.

Your task is to address this inventory management crisis and ensure that the discrepancies are resolved quickly to minimize financial losses and maintain customer satisfaction.


  1. Operations Manager (You)
  2. Inventory Control Supervisor
  3. Warehouse Manager
  4. IT Specialist

Scenario: Customer Service Improvement at Edinburgh Leisure

You are the operations manager at Edinburgh Leisure, a recreational facility in the city. Over the past few months, there have been complaints from customers about long wait times at the reception desk, unavailability of fitness equipment during peak hours, and cleanliness issues in the locker rooms.

Your task is to address these customer service challenges and improve overall satisfaction levels while ensuring efficient operations.