1

1A8LL CI CCN1LN1S

"GAML 1 M LMLCLL M IkILND" 1
"GAML 2 I CAkL ICk CU" 6
"GAML 3 WnC'S 1nL 8CSS?" 12
"GAML 4 I GC1 MCkL!CU LCSLk!" 16
"GAML S I WCN1 LL1 CU kILL ML!" 20
"GAML 6 I1S ALL nIS IAUL1" 24
"GAML 7 NC! I AM kIGn1" 28
"GAML 8 AMLk 1nL AkLN1" 32
"GAML 9 I AM nLkC CU AkL 2LkC" 3S
"GAML 10 NC 8CD LCVLS ML" 40
"GAML 11 MLGA 8US1U" 44
"GAML 12 SA8C1AGL" 48
GAML 13 SCWING SLLDS CI DISSLNSICN" S3
"GAML 14 IIkING 1nL LMLCLL" S8
"GAML 1S 8LWAkL 1n CUS1CMLk" 61





"GAML 1 M LMLCLL M IkILND"
CnILD]AkLN1]ADUL1 1kANSAC1ICNS

UL1LkICk MC1IVL
MANAGLk A A manager LhaL belleves ln Lhe exlsLence of Lheory x ln Lhe work force of hls organlzaLlon
Pls ulLerlor moLlve ln Lhe LransacLlon shown ls Lhe exlsLence of lazlness lack of moLlvaLlon and lnLeresL
among Lhe workforce
MANAGLk 8 A manager LhaL belleves ln Lhe exlsLence of Lheory ? ln Lhe work force of hls organlzaLlon
Pls ulLerlor moLlve ln Lhe LransacLlon shown ls LhaL wlLh Lhe help of moLlvaLlon ln an organlzaLlon any
employee ln Lhe organlzaLlon can do wonders Accordlng Lo hlm Lhere ls no dlfference beLween Lheory
x and Lheory ? employees excepL Lhe lack of moLlvaLlon

UkCSL 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 oLher

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 ?

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 employees

MAIN 1kANSAC1ICNS
Manager A "Lmployees! WhaL do Lhey Lhlnk Lhey are? 1hey wanL Lo run off Lhe very lnsLanL you allow
Lhem" (arenL)

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

Manager A WhaL 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!" (arenL)

Manager 8 (WlLh a smlle)l Lhlnk Lhey would deflnlLely come lf we moLlvaLe Lhem we make Lhem
en[oy Lhelr work glve Lhem Lhe confldence ln whaL Lhey do ?ou Lhen see how Lhey come runnlng Lo us
asklng for work" (AdulL)



Manager A ?ou Lhlnk l don'L Lry Lo moLlvaLe Lhem l don'L glve Lhem Lhe work Lhey wanL? no maLLer
whaL you do whaL you Lry or whaL you say 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 8 ?ou may be rlghLhave you ever LhoughL may be lL's noL all Lhelr faulL May be we are
equally responslble We agree LhaL we are Lhelr supervlsorscorrecL? 1hen don'L you Lhlnk a flaw exlsLs
ln our process a flaw such as communlcaLlon gap" (AdulL)

Manager A Ch yes! l agree wlLh you compleLely CommunlcaLlon gap LhaL ls whaL you saldrlghL our
employees know LhaL lL exlsLs buL are Lhey sad abouL lL? noL aL all Lhey don'L come communlcaLlng Lo
us because Lhey already have Lhe well knlL chaLLlng ground among Lhemselves abouL us 1hey slmply
know how Lo blame us for Lhelr bad performances" (arenL)

Manager 8 l sLlll don'L agree wlLh you lf an employee doesn'L come Lo us Lo Lalk abouL hls problem
glve us a plaLform Lo moLlvaLe hlm lL's parLlally our faulL as well" (AdulL)

Manager A Ck! LeL's conslder l agree wlLh whaL you say! 1ell me how exacLly l can make employees
moLlvaLed Lo work make Lhem lnlLlaLe ldeas when Lhey Lhemselves are noL wllllng Lo lmprove Lhelr
performance" (AdulL)

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

Manager A 8lghL assumpLlons? ?ou mean l should make some sLandards?" (AdulL)

Manager 8 noL acLually quanLlLaLlve sLandards however you have Lo develop Lhe bellef for yourself
LhaL your employees wanL Lo work and you are Lhe one who has Lo manage Lhelr performance" (AdulL)

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

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

Manager A now LhaL sounds lnLeresLlng! 1ell me more" (AdulL)

Manager 8 AnoLher 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 needs Lhelr career
paLhs Lhelr deslred work envlronmenL eLc" (AdulL)



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

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

Manager A ?ea! ?ea! LeL me glve lL a Lrylf lL even works ouL" (AdulL)

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

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

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

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

Manager 8 (WlLh a smlle)l Lhlnk Lhey would deflnlLely come lf we moLlvaLe Lhem we make Lhem
en[oy Lhelr work glve Lhem Lhe confldence ln whaL Lhey do ?ou Lhen see how Lhey come runnlng Lo us
asklng for work" (AdulL)

Manager A l 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 employees one's who are lnsLanLly
moLlvaLed and one's who are never moLlvaLed (Lndlng wlLh a smlle)" (AdulL)

Manager 8 ?es you are rlghLpeople are llke [lgsaw puzzles! Lveryone ls dlfferenL! Powever have you
ever LhoughL may be lL's noL all Lhelr faulL May be we are equally responslble We agree LhaL we are
Lhelr supervlsorscorrecL? 1hen don'L you Lhlnk a flaw exlsLs ln our process a flaw such as
communlcaLlon gap" (AdulL)

Manager A Ch yes! l agree wlLh you compleLely CommunlcaLlon gap LhaL ls whaL you saldrlghL our
employees know LhaL lL exlsLs buL are Lhey sad abouL lL? noL aL all Lhey don'L come communlcaLlng Lo
us because Lhey already have Lhe well knlL chaLLlng ground among Lhemselves abouL us 1hey slmply
know how Lo blame us for Lhelr bad performances" (arenL)

Manager 8 l sLlll don'L agree wlLh you lf an employee doesn'L come Lo us Lo Lalk abouL hls problem
glve us a plaLform Lo moLlvaLe hlm lL's parLlally our faulL as well" (AdulL)



Manager A Ck! LeL's conslder l agree wlLh whaL you say! 1ell me how exacLly l can make employees
moLlvaLed Lo work make Lhem lnlLlaLe ldeas when Lhey Lhemselves are noL wllllng Lo lmprove Lhelr
performance" (AdulL)

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

Manager A 8lghL assumpLlons? ?ou mean l should make some sLandards?" (AdulL)

Manager 8 noL acLually quanLlLaLlve sLandards however you have Lo develop Lhe bellef for yourself
LhaL your employees wanL Lo work and you are Lhe one who has Lo manage Lhelr performance" (AdulL)

Manager A l really wanL Lo do LhaL however l aL Llmes geL unhappy when resulLs aren'L so frulLful"
(arenL)

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

Manager A now LhaL sounds lnLeresLlng! 1ell me more" (AdulL)

Manager 8 AnoLher 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 needs Lhelr career
paLhs Lhelr deslred work envlronmenL eLc" (AdulL)

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

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

Manager A ?ea! ?ea! LeL me glve lL a Lrylf lL even works ouL" (AdulL)

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



"GAML 2 I CAkL ICk CU"
ADUL1]CnILD 1kANSAC1ICN
UL1LkICk MC1IVL
MANAGLk 1he person who ls our appralser ln Lhe LransacLlon shown below ls Lhe supervlsor of
Lhe oLher parLy le Lhe employee Pls ulLerlor moLlve ls Lo suggesL a growLh program for Lhe
employee ln Lhe form of a Lralnlng
LMLCLL 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 meeLlng

UkCSL 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

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

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 demoLlvaLlon

MAIN 1kANSAC1ICNS
Manager Pello Salma! lease have a seaL Pow are you Loday?" (AdulL)

Lmp|oyee "1o be honesL l'm a llLLle nervous" (Chlld)

Manager"1haL's normal l Lense up before my revlews Loo Cverall Salma your performance
LhroughouL Lhe year has been saLlsfacLory Some aspecLs of your performance are sLrong and oLher
aspecLs do need lmprovemenL " (AdulL)



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

Manager 1haL'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 hlghquallLy servlce buL lL also reflecLs very well on
your ablllLy Lo moLlvaLe Lhe Lwo people who reporL Lo you and " (AdulL)

Lmp|oyee So why ls my performance only saLlsfacLory?" (Chlld)

Manager Whlle Lhe quallLy of cusLomer servlce ls very hlgh efflclency has fallen and your deparLmenL
ls way over budgeL We have dlscussed Lhls LhroughouL Lhe year and as you know we have had Lo add
Lemps durlng Lhe busler perlods Lo keep up wlLh Lhe calls" (AdulL)

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

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

Lmp|oyee l sLlll Lhlnk l have done a good [ob " (Chlld)

Manager As l menLloned before l agree Lo whaL you say Powever l belleve LhaL you have Lhe
capablllLy Lo grow and perform beLLer WhaL we have Lo declde now ls Lo flnd a way Lo deal wlLh Lhls
slLuaLlon" (AdulL)

Lmp|oyee "l see whaL you mean buL l was expecLlng a promoLlon Lhls Llme l focused my efforLs dld my
besL and reached my LargeLs" (Chlld)



Manager ?eah your LargeLs were reached however parLlally l have a soluLlon lf noL a grade
promoLlon we could offer you a Lralnlng LhaL would furLher pollsh your skllls and make your efforLs
more frulLful" (AdulL)

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

Manager "Sure l have LhoughL of a couple of opLlons such as Lralnlng ln '1lme managemenL' or
Lralnlng ln 'Lfflclency enhancemenL ln cusLomer servlce' l would llke Lo know your feedback
suggesLlons" (AdulL)

Lmp|oyee l llke your ldea however LhaL's noL whaL l wanLed" (AdulL)

Manager"1hls offer would deflnlLely make you happy We wlll send you abroad for Lralnlng 1hls would
help you lmprove your performance for Lhe fuLure enabllng you Lo esLabllsh beLLer goals" (AdulL)

Lmp|oyee Ahan knowlng Lhe person LhaL l am l llke Lo learn and growwhaL you offer
seems Lo be lnLeresLlng 8egardlng my cholce of Lralnlng l would prefer Lo go for one ln 'Lfflclency
enhancemenL ln cusLomer servlce'" (AdulL)

Manager l am glad wlLh your cholce l would ask you Lo come Lo my offlce wlLhln a day or so
Lo dlscuss furLher deLalls of Lhe Lralnlng" (AdulL)

Lmp|oyee "Sure l am happy LhaL we have come Lo [olnL Lerms wlLh regard Lo my appralsal"
(AdulL)

AL1LkNA1L 1kANSAC1ICNS
Manager Pello Salma! lease have a seaL Pow are you Loday?" (AdulL)



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

Manager"Me Loo lL's my responslblllLy Lo dlscuss my employee's performance and Lo help Lhem grow
Cverall Salma your performance LhroughouL Lhe year has been saLlsfacLory Some aspecLs of your
performance are sLrong and oLher aspecLs do need lmprovemenL " (AdulL)

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

Manager 1haL'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 hlghquallLy servlce buL lL also reflecLs very well on
your ablllLy Lo moLlvaLe Lhe Lwo people who reporL Lo you and " (AdulL)

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

Manager Whlle Lhe quallLy of cusLomer servlce ls very hlgh efflclency has fallen and your deparLmenL
ls way over budgeL We have dlscussed Lhls LhroughouL Lhe year and as you know we have had Lo add
Lemps durlng Lhe busler perlods Lo keep up wlLh Lhe calls" (AdulL)

Lmp|oyee l know l dld a bad [ob wlLh regard Lo budgeL managemenL because my focus was
concenLraLed on keeplng my cusLomers happy" (AdulL)

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

10

Lmp|oyee ?es call handllng was a ma[or lssue durlng Lhe pasL perlod so whaL soluLlon can we Lhlnk
of?" (AdulL)

Manager l belleve LhaL you have Lhe capablllLy Lo grow and perform beLLer l guess l have a soluLlon Lo
deal wlLh Lhls slLuaLlon" (AdulL)

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

Manager ?eah your LargeLs were reached however parLlally l have a soluLlon lf noL a grade
promoLlon we could offer you a Lralnlng LhaL would furLher pollsh your skllls and make your efforLs
more frulLful" (AdulL)

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

Manager "Sure l have LhoughL of a couple of opLlons such as Lralnlng ln '1lme managemenL' or
Lralnlng ln 'Lfflclency enhancemenL ln cusLomer servlce' l would llke Lo know your feedback
suggesLlons" (AdulL)

Lmp|oyee l llke your ldea however LhaL's noL whaL l wanLed" (AdulL)

Manager"1hls offer would deflnlLely make you happy We wlll send you abroad for Lralnlng 1hls would
help you lmprove your performance for Lhe fuLure enabllng you Lo esLabllsh beLLer goals" (AdulL)

Lmp|oyee Ahan knowlng Lhe person LhaL l am l llke Lo learn and growwhaL you offer
seems Lo be lnLeresLlng 8egardlng my cholce of Lralnlng l would prefer Lo go for one ln 'Lfflclency
enhancemenL ln cusLomer servlce'" (AdulL)

11

Manager l am glad wlLh your cholce l would ask you Lo come Lo my offlce wlLhln a day or so
Lo dlscuss furLher deLalls of Lhe Lralnlng" (AdulL)

Lmp|oyee "Sure l am happy LhaL we have come Lo [olnL Lerms wlLh regard Lo my appralsal"
(AdulL)










1

"GAML 3 WnC'S 1nL 8CSS?"
AkLN1]CnILD 1kANSAC1ICN
UL1LkICk MC1IVL
SULkVISCk 1he person who ls our appralser ln Lhe LransacLlon shown below ls Lhe supervlsor
of Lhe oLher parLy le Lhe employee Pls ulLerlor moLlve ls Lo Lell Lhe employee LhaL hls
performance was below par
LMLCLL 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
raLlng Pence Lrylng Lo convlnce hlm LhaL he hasn'L recelved a falr performance raLlng

UkCSL 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 confllcL

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

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 employees

MAIN 1kANSAC1ICNS
Lmp|oyee (LnLers Lhe room Lhrows Lhe appralsal reporL on supervlsor's desk) (Chlld)

Superv|sor (Clves Lhe employee a dlrLy look) (arenL)

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

Superv|sor (lcks up Lhe flle and says) Looks llke your appralsal" (arenL)

Lmp|oyee "An unfalr appralsal Lo be preclse" (Chlld)

Superv|sor Well LhaL's a common complalnL whenever anyone geLs a poor appralsal" (arenL)

1

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

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

Lmp|oyee Well Why noL? LeL's geL Lhrough lL" (arenL)

Superv|sor SulLs me flne LeL's do lL now! (arenL)
(Cpen employees flle from hls lapLop)

Superv|sor Pere are Lhe deLalls now do you wanL me Lo go Lhrough each of Lhese assessmenLs one by
one?" (AdulL)

Lmp|oyee ?es! lease do" (arenL)

Superv|sor (Pe plcks ouL Lhe lasL quarLer and polnLs ouL poor performance raLlngs) (arenL)

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

Superv|sor ?ou were dolng average ln Lhe enLlre year anyways and you have gone from average Lo
worse" (arenL)

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

Superv|sor lL ls noL my [ob Lo baby slL you all Lhe Llme" (arenL)

Lmp|oyee ?ou could have Lold me someLhlng" (Chlld)

Superv|sor Well! l am Lelllng you now you need Lo be more responslble and proacLlve abouL your
performance ln Lhls company or you wonL lasL Lo see your nexL appralsal!" (arenL)

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

AL1LkNA1L 1kANSAC1ICNS
Lmp|oyee (LnLers Lhe room Lhrows Lhe appralsal reporL on supervlsor's desk) (Chlld)

Superv|sor (Clves Lhe employee an enqulrlng look) (AdulL)

1

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

Superv|sor (lcks up Lhe flle and says) lL's your appralsal lf l am noL wrong LhaL's Lhe reason you are
here!" (AdulL)

Lmp|oyee "An unfalr appralsal Lo be preclse" (Chlld)
Superv|sor Well l won'L sLop you from sharlng your LhoughLs wlLh me regardlng your appralsal l
however won'L agree wlLh you compleLely on Lhls maLLer" (AdulL)

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

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

Lmp|oyee Well Why noL? LeL's geL Lhrough lL" (arenL)

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

Superv|sor Pere are Lhe deLalls now do you wanL me Lo go Lhrough each of Lhese assessmenLs one
by one?" (AdulL)

Lmp|oyee ?es! lease do" (arenL)

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

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

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

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

Superv|sor ?es! l agree Lo whaL you say lL's parLlally my lack of aLLenLlon LhaL has caused Lhls
slLuaLlon" (arenL)

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


Superv|sor Well! ?ou need Lo be more responslble and proacLlve abouL your performance ln Lhls
company l belleve your capablllLles far exceed your currenL performance you can glve ln loLs more Lo
achleve Lhe maxlmum frulLs of your efforLs Cnly remember! ln case of any confuslon or
mlsundersLandlng you can always come up Lo me 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 demoLlvaLed abouL" (AdulL)

Lmp|oyee (Smlles) Wooow! l never LhoughL you wlll help me ouL ln such a way 1hanks! lL doesn'L
feel as bad now l wlll make sure Lo be ln Louch wlLh you durlng Lhe comlng perlod Lo aLLaln beLLer
resulLs" (AdulL)

1

"GAML 4 I GC1 MCkL!CU LCSLk!"
AkLN1]CnILD]ADUL1 1kANSAC1ICN
UL1LkICk MC1IVL
LMLCLL A 1hls employee has goL a bonus due Lo good raLlngs ln Lhe performance appralsal
ln Lhe LransacLlons glven below hls moLlve ls Lo make Lhe oLher employee feel LhaL Lhe
appralsal sysLem ls falr and hls performance was beLLer so he goL a bonus
LMLCLL 8 1hls employee has goL a bad performance appralsal raLlng ln Lhe performance
appralsal ln Lhe LransacLlons glven below hls moLlve ls Lo raLe Lhe performance appralsal
sysLem as unfalr and LhaL he has shown equally good performance yeL has recelved a bad
raLlng

UkCSL 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 sysLem

S1kCkING
1he parLles lnvolved ln Lhe LransacLlons glven below are noL sLroklng each oLher 1he employee who
has goL good raLlngs ls expecLlng some respecL and good response from Lhe oLher employee who has
goL bad raLlngs 8uL he dldn'L recelve any sLroklng ln response ln Lhe same way Lhe employee who has
recelved bad raLlng has noL recelve any sLroklng

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 le colleagues wlLhln an organlzaLlon

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

Lmp|oyee 8 (Clves hlm an anxlous half confused lookalready ln a bad mood) (Chlld)

Lmp|oyee A uld you hear! l goL a bonus from my appralsal Lhls year" (Chlld)

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

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


Lmp|oyee 8 l am clear l guess l assume we boLh undersLand whaL l am Lrylng Lo
saylavorlLlsm ls Lhe fuel for a good appralsal" (Chlld)

Lmp|oyee A lL lsn'L Lrue! Cur appralsal sysLem ls falr l am Lhe besL ln whaL l do" (arenL)

Lmp|oyee 8 l am Lhe besL Loo! (smlles and says) 8uL l dld noL geL a good appralsal 1hey gave me a
bad one ln reLurn of whaL l dld for Lhem " (Chlld)

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

Lmp|oyee 8 Pmmm! LlsLen Lo your words ?ou appralse Lhem ln whaLever you say ln oLher words
you llke Lhem Lhey llke you (smlles and says) now you know why you geL good appralsals" (Chlld)

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

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

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

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

Lmp|oyee A My work was good and l made sure LhaL Lhe Lop managemenL reallzes Lhe resulLs LhaL l
have produced ?ou should have done LhaL Loo" (Chlld)

Lmp|oyee 8 l don'L agreel belleve my work should speak for lLself lL should be ulLlmaLely recognlzed
by all" (Chlld)

Lmp|oyee A (smlles and says) 1hen lf LhaL's Lhe case! WalL for Lhem Lo reallze lL" (arenL)

Lmp|oyee 8 (glves frownlng looks and says) LhaL's Lhe lasL Lhlng l needed Lo hear now leave me Lo
myself" (Chlld)

Lmp|oyee A Well! l dld noL say anyLhlng wrong l slmply gave you a reallzaLlon" (arenL)

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

1

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

Lmp|oyee 8 (Clves hlm an anxlous half confused lookalready ln a bad mood) (Chlld)

Lmp|oyee A uld you hear! l goL a bonus from my appralsal Lhls year" (Chlld)

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

Lmp|oyee A Well! l am happy Lo know LhaL l was expecLed Lo geL a good appralsal Lhls year by many
PonesLly l gave ln a loL of efforL Lhls Llme" (AdulL)

Lmp|oyee 8 l am clear l guess l assume we boLh undersLand whaL l am Lrylng Lo
saylavorlLlsm ls Lhe fuel for a good appralsal" (Chlld)

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

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

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

Lmp|oyee 8 Pmmm! LlsLen Lo your words ?ou appralse Lhem ln whaLever you say ln oLher words
you llke Lhem Lhey llke you (smlles and says) now you know why you geL good appralsals" (Chlld)

Lmp|oyee A ?ou are slmply ln sLress 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 8 l am sure you are Lhlnklng who Lhls person ls ln shorL he ls a crlbblng employee qulLe
unhappy abouL Lhe sysLem" (Chlld)

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

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

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


Lmp|oyee 8 l don'L agreel belleve my work should speak for lLself lL should be ulLlmaLely recognlzed
by all" (Chlld)

Lmp|oyee A (smlles and says) 8elleve me lL doesn'L work LhaL wayyou need Lo communlcaLe your
efforLs Lo your Lop managemenL Lo your fellow colleagues so LhaL you geL Lhe deserved appreclaLlon"
(arenL)

Lmp|oyee 8 (glves frownlng looks and says) LhaL's Lhe lasL Lhlng l needed Lo hear now leave me Lo
myself" (Chlld)

Lmp|oyee A Well! l am sure when you are cooler ln a day or Lwo you would llsLen Lo my advlce more
effecLlvely Lake your Llme for now" (arenL)

Lmp|oyee 8 ?eah may be l wlll Lry (Chlld)





0

"GAML S I WCN1 LL1 CU kILL ML!"
CnILD]AkLN1]ADUL1 1kANSAC1ICN
UL1LkICk MC1IVL
LMLCLL A 1hls employee ls qulLe unhappy wlLh Lhe layoffs LhaL have been sLarLed off ln Lhe
company Pe has losL hls LrusL ln hls Lop managemenL and he feels demoLlvaLed knowlng LhaL Lhe Lop
managemenL ls ln a crlsls aL Lhls momenL
LMLCLL 8 1hls employee ls also parL of Lhe same organlzaLlon however 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 wlLh

UkCSL 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 crlsls

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

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 workforce Some Lend Lo flnd soluLlons whlle oLhers slmply leL
Lhelr hopes dle

MAIN 1kANSAC1ICN
Lmp|oyee A (enLerlng Lhe room ln an angry modesays) 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 8 Cool down! Pave a seaL here drlnk some waLer" (arenL)

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

Lmp|oyee 8 now Lell me why are you so angry? WhaL's acLually happened?" (arenL)

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

1

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

Lmp|oyee A l mean who ln Lhe world does Lhls Lo Lhe people who acLually helped Lhem grow le Lhelr
employees who worked day and nlghL for Lhem now when Lhey are faclng a crlsls Lhey don'L even ask
us Lhey slmply Lhrow us ouL" (Chlld)

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

Lmp|oyee A 8eally! Llke do whaL? 1hey used Lo llsLen Lo us now Lhey wanL us Lo llsLen Lo Lhem noL
even noLlclng wheLher Lhey are rlghL or wrong" (Chlld)

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

Lmp|oyee A (noddlng ln a poslLlve manner) ?es! 8uL Lhose were old Llmes 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 8 l don'L seem Lo agree wlLh you on Lhls accounL! Look when Lhe company's workforce
couldn'L glve a valld soluLlon Lhey opLed for a consulLanL's advlce unlucklly hls ldeas dld noL brlng Lhe
requlred resulLs losses and losses were faced by Lhe company uemand of Lhe producL conLlnued Lo
decrease and hence Lo reduce Lhe exLra labor LhaL ls currenLly presenL Lhe Lop managemenL had Lo go
for a resLrucLurlng soluLlon LhaL lncorporaLed layoff's AlLhough l am noL on common grounds
wlLh Lhem on Lhls soluLlon" (arenL)

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

Lmp|oyee 8 l 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 A WhaL are we golng Lo Lalk Lo Lhem abouL?" (AdulL)

Lmp|oyee 8 Well! 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 poslLlon Lhls would help Lop managemenL ln Lhelr
processes Lhey wonL have Lhe exLra cosLs on Lhem hence Lhey would noL need Lo layoff for now 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 lLPowever l can'L do Lhls
alone l need your supporL so LhaL we can Lry Lo convlnce oLhers abouL Lhls maLLer" (AdulL)

Lmp|oyee A l llke your ldea! lL seems Lo have a poslLlve ouLpuL8uL do you Lhlnk Lhe Lop
managemenL wlll agree Lo lL?" (AdulL)

Lmp|oyee 8 1hey would! l am sure knowlng LhaL Lhelr workforce ls Lhere Lo help Lhem ouL aL Lhls bad
phase" (AdulL)

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

Lmp|oyee 8 We wlll glve lL our besL! LeL's see whaL happens" (AdulL)

AL1LkNA1L 1kANSAC1ICN
Lmp|oyee A (enLerlng Lhe room ln an upseL mannerslLs down and says) l don'L llke whaL's
happenlng l don'L wanL Lhls Lo happen Lo us l have Lo do someLhlng" (arenL)

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

Lmp|oyee A (Lmployee drlnks waLer sLlll ln a mode of unhapplness) (Chlld)

Lmp|oyee 8 now Lell me why are you so upseL? WhaL's acLually happened?" (arenL)

Lmp|oyee A 1hey are Lhrowlng us all ouL one by one! Lveryday aL leasL of us are geLLlng LhaL leLLer
1hls ls noL Lhe rlghL Lhlng Lo be done" (arenL)

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

Lmp|oyee A 1hey should have glven us some ldea abouL Lhlsl belleve Lhere ls a ma[or
communlcaLlon gap beLween our Lop managemenL and us" (AdulL)

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

Lmp|oyee A uo you have a soluLlon? 1ell me l wanL Lo do someLhlng" (AdulL)

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


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

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

Lmp|oyee 8 1hen when Lhe company's workforce couldn'L glve a valld soluLlon Lhey opLed for a
consulLanL's advlce unlucklly hls ldeas dld noL brlng Lhe requlred resulLs losses and losses were faced
by Lhe company uemand of Lhe producL conLlnued Lo decrease and hence Lo reduce Lhe exLra labor
LhaL ls currenLly presenL Lhe Lop managemenL had Lo go for a resLrucLurlng soluLlon LhaL lncorporaLed
layoff's AlLhough l am noL on common grounds wlLh Lhem on Lhls soluLlon" (arenL)

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

Lmp|oyee 8 l 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 A WhaL are we golng Lo Lalk Lo Lhem abouL?" (AdulL)

Lmp|oyee 8 Well! 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 poslLlon Lhls would help Lop managemenL ln Lhelr
processes Lhey wonL have Lhe exLra cosLs on Lhem hence Lhey would noL need Lo layoff for now 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 lLPowever l can'L do Lhls
alone l need your supporL so LhaL we can Lry Lo convlnce oLhers abouL Lhls maLLer" (AdulL)

Lmp|oyee A l llke your ldea! lL seems Lo have a poslLlve ouLpuL8uL do you Lhlnk Lhe Lop
managemenL wlll agree Lo lL?" (AdulL)

Lmp|oyee 8 1hey would! l am sure knowlng LhaL Lhelr workforce ls Lhere Lo help Lhem ouL aL Lhls bad
phase" (AdulL)

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

Lmp|oyee 8 We wlll glve lL our besL! LeL's see whaL happens" (AdulL)



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

UkCSL
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 work

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

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 performance

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

IAVAID Pe looks up and glves hlm a Leaslng smlle WhaL happened now?" (Chlld)

USMAN l [usL goL my performance evaluaLlon back lL says LhaL my work ls noL up Lo Lhe mark WhaL
Lhe hell! All Lhese people see ls faulL ln our work" (Chlld)

IAVAID Pe rolls hls eyes Lowards Lhe roof and says l [usL goL mlne Loo lL says Lhe same Lhlng! 1he
appralser acLually marked me low ln meeLlng deadllnes and says LhaL l have overall low performance
(Chlld)

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

IAVAID Pe nods enLhuslasLlcally l agree he [usL llkes Lo order around" (Chlld)



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

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

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

IAVAID Pe never even llsLens Lo us and Lhen goes around Lalklng abouL a famlly culLure and whaL noL
(Chlld)

USMAN lamlly culLure! (Laughs) yeah rlghL Pe [usL llkes lnpuL from hls favorlLe over efflclenL peLs
(Chlld)

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

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

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

USMAN Maybe lf we [usL sLopped dolng Lhe work he keeps plllng on our desk he would reallze our
lmporLance (Chlld)

IAVAID Pey! Laughs dellghLedly Cood ldea" (Chlld)

USMAN yeah! And Lhen he may even have Lo come ouL of hls alr condlLloned offlce and acLually do
some work (Chlld)

IAVAID Are 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)

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

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

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

USMAN l [usL goL my performance evaluaLlon back lL says LhaL my work ls noL up Lo Lhe mark WhaL
Lhe hell! All Lhese people see ls faulL ln our work" (Chlld)



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

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

IAVAID 1he boss does delegaLe work buL LhaL ls Lo glve us more empowermenL noL Lo load us wlLh
work" (AdulL)

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

IAVAID Maybe lf you planned your day you would have more Llme Lo resL" (AdulL)

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

IAVAID l dlsagree Pe ls Lrylng Lo change Lhe culLure Make lL famlly llke Maybe LhaL ls why Lhe
sLandards seem vague" (AdulL)

USMAN lamlly culLure! (Laughs) yeah rlghL Pe [usL llkes lnpuL from hls favorlLe over efflclenL peLs
(Chlld)

IAVAID ln my oplnlon you feel LhaL way because you have never spoken Lo hlm ?ou should Pe llsLens
Lo everyone (AdulL)

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

IAVAID l Lhlnk you should Lake some Llme and Lhlnk Lhls Lhrough (AdulL)

USMAN Maybe lf we [usL sLopped dolng Lhe work he keeps plllng on our desk he would reallze our
lmporLance (Chlld)

IAVAID 1haL way we would be noL fulfllllng our [ob responslblllLles (AdulL)

USMAN yeah! And Lhen he may even have Lo come ouL of hls alr condlLloned offlce and acLually do
some work (Chlld)

IAVAID Pe ls ln hls offlce all day because he works uld you k now he ls here longer Lhen anyone of us"
(AdulL)



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



"GAML 7 NC! I AM kIGn1"
AkLN1]AkLN1 1kANSAC1ICN

UL1LkICk MC1IVL
nASSAN 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 forms ln Lhe
LransacLlon glven below he wanLs Lo change Lhe currenL dslgn of Lhe appralsal form because he Lhlnks
lL ls noL efflclenL enough
SAMAD Pe ls Puman 8esource ulrecLor ln Lhe same organlzaLlon as nassan and ls Lherefore hls senlor
and boss ln Lhe LransacLlon glven below he does noL wanL Lo change anyLhlng Pe [usL does noL wanL Lo
agree wlLh a subordlnaLe

UkCSL
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 lmproved

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

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 maLLer lL
shows an example of a boss who cannoL accepL LhaL hls subordlnaLe ls acLually suggesLlng someLhlng

MAIN 1kANSAC1ICN
nassan knocks on Lhe door of Lhe boss and walLs for a spllL second before enLerlng (arenL)

Samad SllghLly annoyed because nassan dld noL walL for hls reply (arenL)

nassan l was golng Lhrough Lhe form and l Lhlnk lL does noL flL lnLo Lhe culLure of Lhe organlzaLlon"
(arenL)

Samad 8uL lLs belng worklng for flve years and no one has complalned" (arenL)

nassan" Ck lL's belng flve years 8uL Lhlngs change (arenL)

Samad lf someLhlng's worklng why change lL" (arenL)



nassan l have done some homework and l have come up wlLh a few new ldeas for a change ln Lhe
deslgn" (arenL)

Samad ?ou have your oplnlon buL do you have some Lo back you up" (arenL)

nassan" l have Lhe knowledge and Lhe experlence l know whaL l am suggesLlng and whaL l am dolng"
(arenL)

Samad l have been ln Lhls organlzaLlon longer Lhen your work experlence l know whaL works here
?ou wlll learn wlLh Llme" (arenL)

nassan l was hlred here for a reason and Lhls ls my domaln" (arenL)

Samad LeL's see how many people back up Lhese ldeas of yours" (arenL)

nassan Lven lf l do noL have back up lL does noL change Lhe facL LhaL l am rlghL" (arenL)

Samad lf l were you ln would noL glve such sLaLemenLs wlLhouL proof" (arenL)
nassan My work speaks for lLself lf you would [usL conslder my suggesLlon maybe you would even see
LhaL" (arenL)

Samad Why should l wasLe my Llme on a suggesLlon LhaL does noL even need Lo be lmplemenLed?"
(arenL)

nassan lolds hls arms ln fronL of hls chesL and furrowed hls brows (arenL)

Samad"1here ls no need Lo acL defenslve !usL accepL LhaL Lhls ls a wasLe of Llme" (arenL)

nassan CeLs up and sLarLs walklng Lowards Lhe door (arenL)

Samad never make Lhe mlsLake of walklng ouL on me l wlll llsLen and conslder suggesLlons LhaL hold
some value" (arenL)

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

Samad SllghLly annoyed because nassan dld noL walL for hls reply (arenL)

0

nassan Slr l had a suggesLlon ln my oplnlon Lhe currenL appralsal form needs Lo be redeslgned"
(AdulL)

Samad 8uL lL's belng worklng for flve years and no one has complalned" (arenL)

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

Samad lf someLhlng's worklng why change lL" (arenL)

nassan Change brlngs abouL lmprovemenL ln a new deslgn we can lnclude Lhlngs noL consldered
before" (AdulL)

Samad ?ou have your oplnlon buL do you have some Lo back you up" (arenL)

nassan l have some solld daLa LhaL can back up my argumenL slr uaLa LhaL l have gaLhered Lhrough
lnLervlews and research" (AdulL)

Samad l have been ln Lhls organlzaLlon longer Lhan your work experlence l know whaL works here
?ou wlll learn wlLh Llme" (arenL)

nassan l may have a loL Lo learn slr buL l also have some experlence wlLh performance appralsals and
deslgnlng Lhem" (AdulL)

Samad LeL's see how many people back up Lhese ldeas of yours" (arenL)

nassan Slr l [usL need your approval" (AdulL)

Samad lf l were you ln would noL glve such sLaLemenLs wlLhouL proof" (arenL)

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

Samad Why should l wasLe my Llme on a suggesLlon LhaL does noL even need Lo be lmplemenLed?"
(arenL)

nassan 1akes a mlnuLe Lo calm hlmself down (AdulL)

Samad"1here ls no need Lo acL defenslve !usL accepL LhaL Lhls ls a wasLe of Llme" (arenL)

nassan l suppose you need some Llme Lo Lhlnk abouL lL l wlll leave Lhese papers here for you Lo revlew
ln your free Llme" (AdulL)

1

Samad never make Lhe mlsLake of walklng ouL on me l wlll llsLen and conslder suggesLlons LhaL hold
some value" (arenL)




"GAML 8 AMLk 1nL AkLN1"
CnILD]AkLN1 1kANSAC1ICN
UL1LkICk MC1IVL
8CSS Pe ls Lhe boss of an organlzaLlon and he ls very lnsecure and so he needs consLanL reassurance
abouL hls declslons and work
SU8CkDINA1L Pe works under Lhe boss and ls a manlpulaLlve employee who knows Lhe rlghL buLLons
Lo push

UkCSL
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 beneflL

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

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 reassurance lL also shows LhaL ln Lhe same
organlzaLlon Lhere are employees who wlll use lL Lo Lhelr beneflL We as managers have Lo learn Lo
remove boLh Lypes from Lhe organlzaLlon

MAIN 1kANSAC1ICN
8oss uo 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" (Chlld)

Subord|nate "Slr l Lhlnk Lhe Lralnlngs are very well scheduled nobody should have a problem wlLh
Lhem" (arenL)

8oss uo you really Lhlnk so? l don'L wanL anyone Lo haLe me" (Chlld)

Subord|nate Slr someLlmes you have Lo make hard declslons now everyone wlll always agree wlLh
you" (arenL)

8oss WellMaybe you are rlghL 8uL l always Lry my besL Lo make sure people are happy" (Chlld)

Subord|nate eople are so ungraLeful 1hey are never saLlsfled" (arenL)



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

Subord|nate Slr you don'L have Lo worry abouL LhaL ?our efforLs are vlslble and as far as people are
concerned you shouldn'L care abouL whaL Lhey Lhlnk ?ou are Lhe boss 1hey have Lo care abouL whaL
you Lhlnk" (arenL)

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

Subord|nate Slr l don'L Lhlnk you should boLher yourself over Lhese peLLy maLLers ?our [ob ls way
above Lhese lnslgnlflcanL lssues" (arenL)

8oss l know (Slghs) l geL so Llred now a day lL seems llke l am always worklng" (Chlld)

Subord|nate ?ou really should sLarL delegaLlng your work slr you wlll burn yourself ouL" (arenL)

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

Subord|nate Slr your problem ls LhaL you care Loo much WhaL you have Lo remember ls LhaL you are
Lhe boss 1hey are hlred by you" (arenL)

8oss l wlsh Lhe employees even saw lL LhaL way" (Chlld)

Subord|nate "1hey need Lo be remlnded LhaL every now and Lhen LhaL ls why l keep Lelllng you noL Lo
be so nlce" (arenL)

8oss nods wlLh a LhoughLful expresslon on hls face (Chlld)

Subord|nate Smlles encouraglngly as Lo reassure Lhe boss LhaL whaLever he ls Lhlnklng ls rlghL (arenL)

8oss l don'L know whaL Lhey expecL ouL of me l don'L care whaL Lhey say l am golng Lo flnallze LhaL
schedule" (Chlld)

Subord|nate Pow many Llmes have l Lold you LhaL you don'L have Lo worry abouL lL"? (arenL)

AL1LkNA1IVL 1kANSAC1ICN
8oss uo 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" (Chlld)

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



8oss uo you really Lhlnk so? l don'L wanL anyone Lo haLe me" (Chlld)

Subord|nate l don'L Lhlnk anyone haLes you slr" (AdulL)

8oss WellMaybe you are rlghL 8uL l always Lry my besL Lo make sure people are happy" (Chlld)

Subord|nate ln my oplnlon mosL of Lhe sLaff ls saLlsfled wlLh Lhelr work and work envlronmenL"
(AdulL)

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

Subord|nate l see 1hen maybe speaklng personally Lo Lhe employees would help ln developlng your
relaLlonshlp wlLh Lhem" (AdulL)

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

Subord|nate Well l cannoL really commenL slnce l have never been ln such a slLuaLlon myself" (AdulL)

8oss l know (Slghs) l geL so Llred now a day lL seems llke l am always worklng" (Chlld)

Subord|nate Maybe lf you Look someLlme off you would feel more resLed" (AdulL)

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

Subord|nate l am sure Lhey undersLand LhaL you are [usL delegaLlng responslblllLy" (AdulL)

8oss l wlsh Lhe employees even saw lL LhaL way" (Chlld)

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

8oss nods wlLh a LhoughLful expresslon on hls face (Chlld)
Subord|nate Clves a slmple smlle (AdulL)

8oss l don'L know whaL Lhey expecL ouL of me l don'L care whaL Lhey say l am golng Lo flnallze LhaL
schedule" (Chlld)

Subord|nate ln my oplnlon Lhe employee's feedback ls lmporLanL ?ou could Lry dlscusslng Lhe
schedule wlLh Lhem" (AdulL)



"GAML 9 I am nero you are 2ero"
CnILD]AkLN1 1kANSAC1ICNS

UL1LkICk MC1IVL
LMLCLL A 1hls employee ls a senlor member of Lhe company Pe [usL goL Lo know LhaL new L8
sysLems are belng lmplemenLed ln Lhe company Pls ulLerlor moLlve ln Lhe LransacLlon shown ls Lo
prove hls polnL LhaL change should noL be Lhere he ls good ln whaL ever he ls dolng And he ls feellng
lnsecure due Lo Lhe lnsLallaLlon of L8 sysLems because he does noL know how Lo work on lL And he
Lhlnks LhaL Lhls declslon ls made Lo geL Lhe senlor people llke hlm ouL of Lhe company
LMLCLL 8 1hls employee ls relaLlvely younger ln Lhe company wlLh knowledge Lo use Lhe new L8
sysLem Pls ulLerlor moLlve ln Lhe LransacLlon ls Lo supporL Lhe lnsLallaLlon of L8 Pe belleves LhaL
senlor people should beLLer learn Lo operaLe Lhese new Lechnologles Lo survlve ln Lhe organlzaLlon

UkCSL 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 loL

S1kCkING
1he sLroklng ls noL Lhere ln Lhe maln LransacLlons employee A expecLs employee 8 Lo Lake hls slde
agalnsL Lhese L8 sysLems buL employee 8 ls acLlng oLher wlse resulLlng Lo absence of sLroklng ln Lhe
alLernaLe LransacLlons sLroklng has been caLered wlLh boLh Lhe parLles evenLually geLLlng sLrokes

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 organlzaLlons AL Lhls polnL of Llme Lhere lnsecurlLles come ln fronL
AlLernaLe LransacLlons shown below help us Lo undersLand how Lo deal wlLh Lhls Lype of problem

MAIN 1kANSAC1ICNS
Lmp|oyee A (LnLers Lhe room slam Lhe door Lhrows Lhe pen on Lhe desk) (Chlld)

Lmp|oyee 8 WhaL happened? Are you ok?" (arenL)

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

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



Lmp|oyee A 1hls Lhlng never gonna happen1hey have suggesLed Lhe Lop managemenL Lo
lmplemenL L8 sysLem ln Lhe company whlch has been hlghly appreclaLed ln Lhe meeLlng"
(arenL)

Lmp|oyee 8 Cool!! now everyLhlng would geL auLomaLedwould save a loL of my Llme"
(arenL)

Lmp|oyee A 1here ls no need of Lhls we are already dolng good wlLh Lhe currenL sysLem
We have puL a loL of efforL for such a long Llme ln maklng Lhe Lhlngs work smooLh buL now
Lhey are golng Lo change everyLhlng" (Chlld)

Lmp|oyee 8 A 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" (arenL)

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

Lmp|oyee 8 1han you should have learned Lo use Lhese sysLems 8eLLer aLLend Lhe Lralnlng
whlch would be offered soon" (arenL)

Lmp|oyee A now you are Lelllng me LhaL Lhese klds wlll Leach me LhaL ls noL accepLable aL
all Lhey know noLhlng 1hey have [usL opened Lhelr eyes ln professlonal llfe and l am worklng
here for so long" (arenL)

Lmp|oyee 8 1hls ls how Lhlngs wlll work!! lf you wanL Lo survlve you beLLer be learned"
(arenL)

Lmp|oyee A 8uL why should l go for such a Lralnlng whlch l don'L need l don'L need Lo learn
Lhe L8 1hls new sysLem ls LoLal crap lL's a wasLe of Llme for us lf Lhe managemenL has
flnallzed Lhe declslon Lo lmplemenL lL Lhan l am sure many people wlll be un happy" (arenL)

Lmp|oyee 8 lf Lhe managemenL ls Laklng some declslon you have Lo accepL lL wlLhouL asklng
Lhese sLupld Lhlngs Lveryone would have Lo prepare hlmself for Lhls sysLem LhaL's how Lhlngs
wlll work" (arenL)



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

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

Lmp|oyee A We wlll noL leL lL happen" (arenL)

Lmp|oyee 8 lL's your call Lhan!! uo whaLever you wanna do" (arenL)

Lmp|oyee A Puhh!! (Walks ouL of Lhe room)" (arenL)

Lmp|oyee 8 (sarcasLlcally says) Cood luck maLe" (arenL)

AL1LkNA1L 1kANSAC1ICNS
Lmp|oyee A (LnLers Lhe room slam Lhe door Lhrows Lhe pen on Lhe desk) (Chlld)

Lmp|oyee 8 WhaL happened? Are you ok?" (arenL)

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

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

Lmp|oyee A ?oung!! Puhh 1haL Leam has suggesLed Lhe Lop managemenL Lo lmplemenL L8
sysLem ln Lhe company whlch has been hlghly appreclaLed ln Lhe meeLlng" (arenL)

Lmp|oyee 8 So 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 A 1here ls no need of Lhls we are already dolng good wlLh Lhe currenL sysLem
We have puL a loL of efforL for such a long Llme ln maklng Lhe Lhlngs work smooLh buL now
Lhey are golng Lo change everyLhlng" (arenL)



Lmp|oyee 8 ?es! ?ou are rlghL LhaL we have puL ln a loL of efforL and we have worked so
hard 8uL see lL would be replaced by a beLLer sysLem whlch would have loL of beneflLs so why
shouldn'L we go for lL?" (AdulL)

Lmp|oyee A 1haL's compleLe nonsense! now we are noL been allowed Lo do Lhlngs ln whlch
we are good raLher we are belng forced Lo do Lhe Lhlngs ln whlch Lhese newly born klds are
experL" (arenL)

Lmp|oyee 8 Ahhh Come on! lL's noL LhaL dlfflculL Lo learn lL l Lhlnk lL ls Loday's need Lo learn
Lhese new Lechnologles lLs necessary for our developmenL as well And we would be glven
Lralnlngs on how Lo use L8" (AdulL)

Lmp|oyee A now you are Lelllng me LhaL Lhese klds wlll Leach us LhaL ls noL accepLable aL
all Lhey know noLhlng 1hey have [usL opened Lhelr eyes ln professlonal llfe and we are
worklng here for so long" (arenL)

Lmp|oyee 8 1he Lralnlngs wlll be professlonally conducLed by Lralners and l Lhlnk geLLlng
Lralned for someLhlng new ls always useful for Lhe currenL [ob as well as your fuLure" (AdulL)

Lmp|oyee A 8uL why should l go for such a Lralnlng whlch l don'L need l don'L need Lo learn
Lhe L8 1hls new sysLem ls LoLal crap lL's a wasLe of Llme for us lf Lhe managemenL has
flnallze Lhe declslon Lo lmplemenL lL Lhan l am sure many people wlll be un happy" (arenL)

Lmp|oyee 8 Look Lhls Leam has been formed Lo help us do our [obs ln a beLLer way Lhey are
[usL offerlng a beLLer soluLlon of Lhe Lhlngs whlch we were dolng ln a manual way Lhrough Lhese
L8 sysLems LveryLhlng else would be Lhe same you would have same responslblllLles same
number of people reporLlng you same klnd of declslons Lo make buL yes you would deflnlLely
have now beLLer lnformaLlon Lo make declslons Lhrough Lhese L8 sysLems"

Lmp|oyee A 8uL how long would lL Lake Lo lmplemenL lL and for me Lo learn lL as l don'L have
sLrong Lechnlcal background for Lhese compuLerlzed sysLems?" (Chlld)

Lmp|oyee 8 l am Lelllng you lL's preLLy easy Lhere would be a shorL Lralnlng course of Lwo
weeks and you would be as good Lo use Lhese L8's as any oLher professlonal" (AdulL)

Lmp|oyee A l don'L know whaL's happenlng leL's see how Lhlngs go abouL" (Chlld)

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



Lmp|oyee A l Lhlnk you are rlghL Loday l wlll Lry Lo read someLhlng abouL L8's" (Chlld)

Lmp|oyee 8 1haL's good l hope you wlll flnd some useful and lnLeresLlng lnformaLlon Lo read
see ya have a nlce day" (AdulL)

0

"GAML 10 NC 8CD LCVLS ML"
CnILD]AkLN1 1kANSAC1ICNS

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

UL1LkICk MC1IVL
Lmp|oyee 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[ecL Pe ls lnfurlaLed and ls
geLLlng all klnds of negaLlve LhoughLs ln hls mlnd and ls on Lhe verge of leavlng hls [ob
8oss 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 deal 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 maklng

UkCSL CI 1nL GAML
1hls game has been deslgned Lo porLray a common scenarlo where a boss ls ln Lhe crosshalrs of an
lrrlLaLed employee 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 organlzaLlon

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

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

1

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

8oss WhaL's boLherlng you? LeL's Lalk abouL lL (arenL)

Lmp l have declded Lo Cul1! (uLs an envelope on Lhe Lable) (Chlld)

8oss (Surprlsed!) WPA1? WP?? (arenL)

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

8oss 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! (arenL)

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

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

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

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

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

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

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

8oss Look l Lhlnk LhaL you need more experlence and l don'L belleve LhaL you are ready Lo be
promoLed SlMLL! (arenL)



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

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

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

8oss l would llke you Lo sLay buL lL's your declslon Lo make noL mlne lf you wanL Lo leave!
(arenL)

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

8oss All rlghL be my guesL bye! (arenL)

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

8oss l wouldn'L say LhaL wlLh your performance l Lhlnk you have a brlghL fuLure aL our
company (AdulL)

Lmp Words won'L paclfy me l have declded Lo Cul1! (uLs an envelope on Lhe Lable) (Chlld)

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

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

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

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



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

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

8oss Calm down ?es you deserve Lo be promoLed maybe noL nCW buL lnLlme you wlll be
!usL be paLlenL (AdulL)

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

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

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

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

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

8oss Look lL was a Leam efforL and lf you performed well LhaL's greaL WhaL l'm saylng ls LhaL
Lhere ls no subsLlLuLe Lo experlence and lf you'll be paLlenL lnLlme you wlll be promoLed buL
rlghL now you are noL ready (AdulL)

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

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

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

8oss 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 promoLlon (AdulL)



"GAML 11 MLGA 8US1U"
AkLN1]CnILD 1kANSA1ICNS

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

UL1LkICk MC1IVL
Lmp|oyee 1he employee ls caughL unawares and has no clue whaL's golng on 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 unreasonable
8oss Pe ls llke a raglng bull and wanLs Lo venL hls frusLraLlon on someLhlng and blows a fuse Lhe flrsL
Lhlngs he encounLers Pe bully's Lhe subordlnaLe flndlng a problem ln everyLhlng Lhe poor guy has done

UkCSL 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 commlLLed 1hls slLuaLlon has Lhe poLenLlal Lo elLher demoLlvaLe Lhe employee Lo exLenL of leavlng
Lhe [ob or Lhe employee reLallaLlng Lo Lhe boss whlch wlll resulL ln posslble sLralned relaLlons

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

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 whole



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

Lmp l LhoughL Lhls how lL's done l dld my besL honesLly! (Chlld)

8oss 8uL dldn'L you geL Lhe deLalled emall? (arenL)

Lmp l guess l dld lL rlghL accordlng Lo Lhe emall (Chlld)

8oss ?ou guess? WhaL do you mean you guess? (arenL)

Lmp 8uL l conflrmed and Lhen dld lL how l LhoughL was rlghL (Chlld)

8oss Conflrmed from whom? ?ou are careless! (arenL)

Lmp uon'L you remember? l called you and you sald LhaL l should do lL how l found lL flL
(Chlld)

8oss 8uL LhaL dldn'L mean you do lL all wrong! (arenL)

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

8oss Pmmm lL can be lmproved! (arenL)

Lmp 8uL where exacLly? (Chlld)

8oss Well your presenLaLlon ls all wrong! Make lL beLLer! (arenL)

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

8oss 8oLh! (arenL)

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

8oss Well Lhere are no marks for guesslng do lL all over agaln! (arenL)

Lmp Ch alrlghL lf you say so! (Chlld)



8oss ArlghL see you Lomorrow Lhen (arenL)

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

Lmp l Lhlnk lL's flne whaL seems Lo be Lhe problem? (AdulL)

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

Lmp l dld lLs accordlng Lo Lhe emall (AdulL)

8oss Ch really! l don'L Lhlnk so! (arenL)

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

8oss Conflrmed from whom? ?ou are careless! (arenL)

Lmp l called you and you sald LhaL l should do lL how l found lL flL And LhaL's how l dld lL!
(AdulL)

8oss 8uL LhaL dldn'L mean you do lL all wrong! (arenL)

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

8oss Pmmm lL can be lmproved! (arenL)

Lmp Pow much and where? (Chlld)

8oss Well your presenLaLlon ls all wrong! Make lL beLLer! (arenL)

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

8oss 8oLh! (arenL)

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

8oss !usL brlng up Lo speclflcaLlon ln Lhe emall and make lL all look beLLer (arenL)



Lmp (8alslng an eyebrow) l Lhlnk l can do LhaL (AdulL)

8oss Cood see you Lomorrow Lhan (arenL)




"GAML 12 SA8C1AGL"
AkLN1] CnILD 1kANSAC1ICNS

SI1UA1ICN
eople compeLlng for a promoLlon

UL1LkICk MC1IVL
1he game has Lhree parLlclpanLs Cne of Lhem ls Lhe boss 1he oLher Lwo are subordlnaLes compeLlng for
a poslLlon
8oss Lhe boss comes of as weak lnsecure and gosslpy 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|| 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 ends
Cmar Cmar ls anoLher amblLlous execuLlve Powever he ls more subLle and manlpulaLlve Lhan All ls
Whlle All was very dlrecL abouL hls moLlvaLlons Cmar dldn'L even menLlon hls lnLeresL ln Lhe promoLlon

UkCSL 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 ouLleL

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

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

MAIN 1kANSAC1ICNS

A|| (str|des |nto the bosses off|ce and s|ts down w|thout perm|ss|on) Slr have u LhoughL of who wlll
Lake over Lhe v romoLlons spoL once MrWaseem reLlres?" (arent)



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

A|| (|eans forward and frowns) Well LhaL's wonderful news 8uL why Cmar? l mean l've been wlLh Lhe
company years longer Lhan Cmar and Cmar lsn'L exacLly Lhe mosL conslsLenL guy" (arent)

8oss (I|dgets w|th the penc||s |n h|s penc|| ho|der and avo|ds A||'s gaze) 1haL's surprlslng l always
LhoughL you and Cmar worked wonderfully LogeLher And all of Cmar's supervlsors were very happy
wlLh hls performance WhaL makes you say he's lnconslsLenL?" (Ch||d)

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

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

A|| (Leans back and re|axes |n h|s cha|r) l really dldn'L wanL Lo be Lhe offlce snlLch and reporL hlm l
mean Cmar ls a nlce guy and l dldn'L wanL Lo geL hlm lnLo Lrouble AfLer all everyone has faulLs lL's [usL
LhaL he's noL Lhe mosL responslble guy" (arent)

8oss l'm really glad you Lold me Lhls now All ?ou mlghL [usL have prevenLed me from maklng a blg
mlsLake" (Ch||d)

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

8oss l appreclaLe your dedlcaLlon All lL's good Lo know l have someone looklng ouL for me ouL Lhere
on Lhe floor" (Ch||d)

(All exlLs Cf course he can'L keep hls mouLh shuL 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) Pello Slr ?ou aren'L busy are you?" (Ch||d)

8oss "WelllL can walL Come ln Cmar" (Ch||d)

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

8oss 8eally? WhaL's LhaL Cmar?' (Ch||d)
0


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

8oss (|eans forward eager|y) 1ell me whaL Cmar?" (Ch||d)

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

8oss (sm||es and starts p|ay|ng w|th h|s penc||) ?es yes Cmar 1haL's very Lrue 8uL everyone's human
We all need Lo express our LhoughLs now and Lhen"

Cmar ?es well lL's All Slr he's been acLlng really sLrange laLely l'm acLually qulLe concerned l Lhlnk
he's sufferlng some sorL of breakdown because of hls dlvorce Pe's been really abraslve and rude laLely
Pe snaps aL everyone ?esLerday he almosL had hls asslsLanL ln Lears 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 [ob noL everyone can
handle such hlgh pressure [obs u know" (Ch||d)

8oss "8eally?" (S|ghs) WellLhls sure compllcaLes Lhlngs Pave you heard LhaL l mlghL recommend All
for v romoLlons? now l don'L know whaL Lo do" (Ch||d)

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

8oss 1haL's very slncere of you Cmar uon'L worry our conversaLlon wonL leave Lhls room l [usL don'L
know how l'm golng Lo break Lhe news Lo hlm 1hank you so much Cmar" (Ch||d)

1

AL1LkNA1IVL

A|| (str|des |nto the bosses off|ce and s|ts down w|thout perm|ss|on) Slr have you LhoughL of who wlll
Lake over Lhe v romoLlons spoL once MrWaseem reLlres?" (arent)

8oss "?es All l have been golng over all Lhe people who could poLenLlally flll hls place rlghL now l have
shorL llsLed you and Cmar robably hls replacemenL wlll be announced wlLhln Lhe week" (Adu|t)

A|| (|eans forward and frowns) Well LhaL's wonderful news 8uL why Cmar? l mean l've been wlLh Lhe
company years longer Lhan Cmar and Cmar lsn'L exacLly Lhe mosL conslsLenL guy" (arent)

8oss 1haL's surprlslng Well all of Cmar's peers were very happy wlLh hls performance 1haL's good
enough for me" (Adu|t)

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

8oss "Why are you Lelllng me Lhls? ?ou should have reporLed Lhls Lo your supervlsor 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 dolng" (Adu|t)

A|| (Leans back and re|axes |n h|s cha|r) l really dldn'L wanL Lo be Lhe offlce snlLch and reporL hlm l
mean Cmar ls a nlce guy and l dldn'L wanL Lo geL hlm lnLo Lrouble AfLer all everyone has faulLs lL's [usL
LhaL he's noL Lhe mosL responslble guy" (arent)

8oss So whaL's forclng you Lo become one now? Anyway don'L boLher yourself wlLh such maLLers
8esL assured Lhe commlLLee wlll comeup wlLh Lhe rlghL declslon" (Adu|t)

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

8oss AppreclaLed buL lL would be beLLer lf you dld your [ob and leL me do mlne" (arent)

(A|| ex|ts Cf course he can't keep h|s mouth shut 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) Pello Slr ?ou aren'L busy are you?" (Ch||d)

8oss "Come on ln" (arent)



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

8oss Ch 8eally?"(arent)

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

8oss (eases |n h|s cha|r) 1ell me whaL Cmar?" (arent)

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

8oss (sm||es) "?es yes Cmar 1haL's very Lrue 8uL everyone's human We all need Lo express our
LhoughLs now and Lhen" (Adu|t)

Cmar ?es well lL's All Slr he's been acLlng really sLrange laLely l'm acLually qulLe concerned l Lhlnk
he's sufferlng some sorL of breakdown because of hls dlvorce Pe's been really abraslve and rude laLely
Pe snaps aL everyone ?esLerday he almosL had hls asslsLanL ln Lears 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 [ob noL everyone can
handle such hlgh pressure [obs you know" (Ch||d)

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

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

8oss Cur conversaLlon won'L leave Lhls room ?ou don'L worry l'll sorL lL ouL" (arent)


GAML13 "SCWING SLLDS CI DISSLNSICN"
AkLN1] AkLN1] CnILD

SI1UA1ICN
1he game shows a slLuaLlon ln whlch Lhe boss ls [ealous and lnsecure abouL Lhe buddlng
frlendshlp beLween Lwo of hls execuLlves

UL1LkICk MC1IVL
Agaln Lhere are Lhree parLles lnvolved ln Lhls LransacLlon 1here moLlvaLlon Lo parLlclpaLe ln Lhe
LransacLlon ls glven below
8oss Lhe boss heard abouL a blossomlng frlendshlp beLween Lwo of hls execuLlves and feels somehow
LhreaLened by Lhls phenomena Pe wanLs Lo be Lhe one Lo whom all Lhe execuLlves come for advlce and
supporL
A|| he ls more vocal and sLronger abouL hls ob[ecLlons Lo whaL hls boss Lells hlm and ls bewlldered when
he hears LhaL Cmar who he had helped geL Lhe [ob mlghL be Lhe one who ls saboLaglng hls career and
repuLaLlon ln Lhe company
Cmar 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 has Pe sLarLs off Lhe meeLlng unsure and
defenslve

UkCSL CI 1nL GAML
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 happenlng

S1kCkING
1he boss ls provldlng mosL of Lhe sLroklng because he wanLs Lo be Lhe reclplenL of Lhe sLroklng LhaL hls
employees are glvlng each oLher 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 resL

CVLkALL LIILC1
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
lnsecurlLles

MAIN 1kANSAC1ICNS
ro|ogue All and Cmar are Lwo execuLlves aL a company and desplLe Lhe cuLLhroaL compeLlLlon and dog
eaL dog envlronmenL fosLered by Lhe Lop managemenL Lhey're good frlends 1hey ofLen seek each
oLhers help have lunch LogeLher a few Llmes a week and help each oLher on lmporLanL deadllnes 1hls


cooperaLlon beLween Lhe Mu's has encouraged a frlendller aLLlLude amongsL Lhelr respecLlve
deparLmenLs whlch was an unheard of concepL ln Lhe company When Lhe boss learned of Lhls
frlendshlp he called All and Cmar separaLely lnLo hls offlce All had Lhe flrsL appolnLmenL

8oss (Gestures |mper|ous|y towards the cha|r |n front of h|s desk) All slL down l have someLhlng very
lmporLanL Lo dlscuss wlLh you l've heard some very dlsLurblng news lL seems LhaL a loL of people ln
your deparLmenL are beglnnlng Lo quesLlon your ablllLles as an Mu (arent)

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

8oss (frowns at A||) lL's noL your deparLmenL's performance LhaL has been quesLloned lL's your
capablllLy as a leader 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 lL Cmar for example (arent)

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

8oss (|eans back |n h|s cha|r and regards A|| coo||y) l don'L have Lhls ldea buL your subordlnaLes
cerLalnly do 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 Cmar (arent)

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

8oss (stands up and starts exam|n|ng h|s bookcase noncha|ant|y) lL seems he has Come on All (sm||es
consp|rat|ona||y) ?ou're an experlenced manager ?ou know how easy lL ls for men Lo geL bllnded by
amblLlon Look l undersLand someLlmes how hard lL can be for you guys Lo funcLlon here wlLhouL Lhe
sllghLesL cooperaLlon from anyone Powever LhaL can'L be helped (Spreads h|s hands) We ask for Lhe
besL employees buL Lhe besL are usually very [ealous of people of Lhe same callber l [usL wanL you Lo
know LhaL lf you wanL moral supporL or frlendshlp or anyLhlng else LhaL whaL l'm here for So nexL Llme
you have any problems conslder my door always open for you (arent)

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

Cmar May l come ln slr? (Ch||d)

8oss ?es Cmar come ln slL down (arent)



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

8oss no Cmar l [usL wanLed Lo ask your oplnlon abouL someLhlngwell someone Lo be preclse WhaL
do you Lhlnk of All? (arent)

Cmar (|ooks up |n surpr|se) All? Pe's a very nlce guy slr Pe's very hard worklng qulLe frlendly and
helpful (Shrugs) We're good frlends (Ch||d)

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

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

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

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

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

8oss LhaL's whaL l'm Lrylng Lo explaln Lo you l only Lold you Lhls for your own good uon'L ever fall lnLo
Lhe Lrap of Lhlnklng LhaL any of Lhese guys are your frlends 1hey're your compeLlLors lor Lhem you wlll
always be an enemy LhaL Lhey need Lo show up (arent)

Cmar Lhank you so much for Lelllng me Lhls slr l would never have suspecLed lL (Ch||d)

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



AL1LkNA1IVL

8oss (Gestures |mper|ous|y towards the cha|r |n front of h|s desk) All slL down l have someLhlng very
lmporLanL Lo dlscuss wlLh you l've heard some very dlsLurblng news lL seems LhaL a loL of people ln
your deparLmenL are beglnnlng Lo quesLlon your ablllLles as an Mu (arent)

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

8oss (frowns at A||) lL's noL your deparLmenL's performance LhaL has been quesLloned lL's your
capablllLy as a leader 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 lL Cmar for example (arent)

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

8oss (|eans back |n h|s cha|r and regards A|| coo||y) l don'L have Lhls ldea buL your subordlnaLes
cerLalnly do 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 Cmar (arent)

A|| (|aughs |n d|sbe||ef) 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) Well l don'L Lhlnk lL's a greaL ldea
Come on All (sm||es consp|rat|ona||y) ?ou're an experlenced manager ?ou know how easy lL ls for men
Lo geL bllnded by amblLlon Look l undersLand someLlmes how hard lL can be for you guys Lo funcLlon
here wlLhouL Lhe sllghLesL cooperaLlon from anyone Powever LhaL can'L be helped (Spreads h|s hands)
We ask for Lhe besL employees buL Lhe besL are usually very [ealous of people of Lhe same callber l [usL
wanL you Lo know LhaL lf you wanL moral supporL or frlendshlp or anyLhlng else LhaL whaL l'm here for
So nexL Llme you have any problems conslder my door always open for you (arent)

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

8oss (caught off guard) Well maybe someLlme laLer l have a meeLlng comlng up laLer Lhen (arent)

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

Cmar May l come ln slr? (Ch||d)

8oss ?es Cmar come ln slL down (arent)



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

8oss no Cmar l [usL wanLed Lo ask your oplnlon abouL someLhlngwell someone Lo be preclse WhaL
do you Lhlnk of All? (arent)

Cmar (|ooks up |n surpr|se) Pe's a very nlce guy slr Pe's very hard worklng qulLe frlendly and helpful l
would aLLrlbuLe a bulk of my success aL Lhe company Lo hlm (Adu|t)

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

Cmar sh|fts around uncomfortab|y whaL do you mean Slr? (Ch||d)

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

Cmar 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 LhaL (Adu|t)

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

Cmar |ooks at the boss surpr|sed 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 me (Adu|t)

8oss LhaL's whaL l'm Lrylng Lo explaln Lo you l only Lold you Lhls for your own good uon'L ever fall lnLo
Lhe Lrap of Lhlnklng LhaL any of Lhese guys are your frlends 1hey're your compeLlLors lor Lhem you wlll
always be an enemy LhaL Lhey need Lo show up (arent)

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

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



"GAML 14 IIkING 1nL LMLCLL"
AkLN1] CnILD 1kANSAC1ICN

UL1LkICk MC1IVL
Superv|sor 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 performance
Lmp|oyee Lhe employee wanLs Lo avold all responslblllLy for hls performance and resulLs and Lherefore
wanLs Lo flnd a sulLable scapegoaL As always he hlLs upon LhaL perfecL scapegoaL Lhe sysLem"

UkCSL CI 1nL GAML
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 performance 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 lnsLance

S1kCkING
1he sLroklng LhaL was golng on ln Lhls game ls negaLlve Slnce Lhe ouLcome ls predeLermlned as a
negaLlve one Lhe supervlsor sLarLs off abraslve and crlLlcal AL Lhe employee's qulverlng response where
he should have shlfLed Lo a sofLer personallLy he conLlnued ln hls prevlous mode Llll he puL Lhe
employee compleLely on Lhe defenslve

CVLkALL LIILC1
1hls game shows how bosses can ruln a company's lmage and repuLaLlon by belng lnsenslLlve Lo
employees belng flred 1rue Lhe employee was no asseL Lo Lhe company buL LhaL dldn'L mean LhaL he
should have been pushed Lo belng an enemy lnsLead wlLh a llLLle LacL Lhe whole slLuaLlon could have
been neuLrallzed

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

as|m (wets h|s ||ps nervous|y) Lrl canL really say slr" (Ch||d)

Superv|sor frowns and says come on Caslm ?ou canL be LhaL obllvlous 1hls ls regardlng your abysmal
performance Lhls monLh" (arent)

as|m shuff|es h|s feet and mumb|es ll've [usL been havlng problems ad[usLlng Lo Lhe new Leam slr
1hey all make me feel llke such an ouLcasL (Ch||d)



Superv|sor "1he Leam has been here for almosL Lwo quarLers now Caslm lL's long pasL Llme LhaL you
sLop uslng Lhe Leam as an excuse" (arent)

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

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

as|m 8uL l lnformed you of Lhese problems aL Lhe lasL evaluaLlon meeLlng l Lold you whaL Lhey were
dolng Lo me l can'L work when l feel llke Lhey're consLanLly breaLhlng down my neck walLlng for me Lo
fall" (Ch||d)

Superv|sor "And l dlsLlncLly remember Lelllng you LhaL you would have Lo resolve your lssues because
Lhe Leam ls here Lo sLay Powever l don'L seem Lo have made an lmpresslon on you for your
performance ls even worse Lhan lL was Lhen" (arent)

as|m "8uLl dld Lry l [usL don'L know where l wenL wrong ?ou have Lo belleve me please" (Ch||d)

Superv|sor "l'm sure you dld 8uL conslderlng Lhe almosL consLanL downsllde your performance has
Laken and your compleLe lack of lnlLlaLlve l'm afrald Lhe company wlll have Lo leL you go" (arent)

as|m "LeL me go? WhaL do you mean leL me go?" (Ch||d)

Superv|sor "l mean you're belng flred Caslm ?ou're servlces are no longer requlred here ?ou may Lake
Lhe resL of Lhe day empLylng ouL your desk" (arent)

as|m "8uL l can'L be flred l dldn'L do anyLhlng wrong l promlse l'll Lry Lo lmprove lf you flre me now
l'll have no way Lo pay Lhe lease due on my house" (Ch||d)

Superv|sor Well you should have LhoughL of LhaL before you became so complacenL abouL your
poslLlon ln Lhe company ?ou cerLalnly had plenLy of warnlng LhaL such an evenLuallLy could Lake place"
(arent)

as|m "1hls ls noL falr l haven'L even been glven a chance Lo appeal Lhls declslon All of Lhls ls noL my
faulL 1hls appralsal sysLem only measures my ouLpuL lL doesn'L have any concern wlLh any obsLacles l
may be faclng ln Lhe course of my work" (Ch||d)

Superv|sor "1yplcal now llke every oLher employee Lrylng Lo escape blame you're golng Lo blame Lhe
evaluaLlon sysLem ?ou're evaluaLlon was compleLely ob[ecLlve Caslm lf lL wasn'L you wouldn'L be Lhe
only one maklng Lhese wlld baseless accusaLlons "(arent)
0


as|m "l'm belng persecuLed 1hls ls baslcally a wlLch hunL ?ou always wanLed Lo geL rld of me [usL llke
you goL rld of Lhe resL of my deparLmenL" (Ch||d)

Superv|sor "?ou're belng overly dramaLlc and Lhls conversaLlon ls becomlng very dlsLasLeful 1he
declslon ls flnal wheLher you accepL lL or noL ?ou cannoL come Lo work from Lomorrow onwards"
(arent)

as|m "?ou wlll regreL Lhls declslon l may noL be worLh much rlghL now buL one day soon you'll regreL
Lhls meeLlng" (Ch||d)


AL1LkNA1IVL 1kANSAC1ICNS
Superv|sor lease come ln and slL down Caslm l'm afrald l have some bad news" (Adu|t)

as|m (wets h|s ||ps nervous|y) LrwhaL news ls LhaL slr?" (Ch||d)

Superv|sor l'm golng Lo be sLralghL wlLh you Caslm 1he company has declded Lo leL you go" (Adu|t)

as|m LeLleL me go? 8uL why?" (Ch||d)

Superv|sor hands a f||e to qas|m and opens a copy h|mse|f Well lL says here LhaL you have been laLe
on average aL leasL days a week for Lhe pasL Lwo monLhs 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 calls" (c|oses f||e and regards as|m ca|m|y over |t) (Adu|t)

as|m's |ooks down swa||ows nervous|y and says llmade Lhe calls from my own cell
phone"(tra||s off weak|y) (Ch||d)

Superv|sor Look CaslmlL's pasL Llme Lo make recrlmlnaLlons l don'L wasn'L Lo make wlld accusaLlons
aL you and end Lhls meeLlng ln a dlsLasLeful ?ou had such a promlslng sLarL WhaL wenL wrong?" (Adu|t)

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

Superv|sor 1rue 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 uncomforLable you undersLood Lhelr slgnlflcance
Lo our performance l wonder"(Adu|t)

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

1

Superv|sor s|ghs wa|ks over and puts h|s hand on as|m's shou|der and says Caslm 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 home" (Adu|t)

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

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

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

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

as|m "1hank you slr 1haL ls perhaps more Lhan l deserve conslderlng my recenL behavlor" (Adu|t)

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

as|m ?ou're absoluLely rlghL l wlll 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 you you are noL aL faulL as far as Lhe deLerloraLlon of my
performance here l'd begun Lo reallze a long Llme ago LhaL l wasn'L sulLed Lo Lhls lndusLry and such a
hlghpressured [ob" (Adu|t)

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

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


"GAML 1S 8LWAkL 1n CUS1CMLk"
AkLN1] CnILD 1kANSAC1ICN

UL1LkICk MC1IVLS
Customer Lhe cusLomer ls a dlsLlncLly defenslve and dlssaLlsfled one 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 manner
Lmp|oyee 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
personnel Powever she sLlll remalns condescendlng and refuses Lo belleve LhaL Lhe problem may lle
wlLh her company's producL lnsLead she very blaLanLly lmplles LhaL Lhe cusLomer ls aL faulL and
ulLlmaLely ends up loslng a cusLomer for her company

UkCSL CI 1nL GAML
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 cusLomers

S1kCkING
When Lhe cusLomer approaches Lhe employee annoyed she [usLlflably expecLs Lhe employee Lo admlL
Lhe mlsLake of Lhe company and rush Lo seL Lhlngs rlghL She also expecLs Lhe company Lhrough Lhe
employee Lo show LhaL her paLronage ls appreclaLed and deslred by Lhe company LhaL she ls consldered
a valued cusLomer
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 manner Lhus exacerbaLlng Lhe problem




CVLkALL LIILC1
1he overall effecL of Lhe game ls preLLy negaLlve and lL shows a slLuaLlon LhaL fronL desk employees
ofLen face when deallng wlLh lraLe cusLomers 1he alLernaLlve shows a beLLer more LacLful way Lo handle
Lhe problem

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

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

Customer "of course l lnserLed lL ln Lhe phone flrsL 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) "are you sure you're
lnserLlng lL Lhe rlghL slde up?" (arent)

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

Lmp|oyee l'm sure you do l [usL LhoughL LhaL you could have made a mlsLake lL happens all
Lhe Llme" (Waves her hand around d|sm|ss|ve|y) (arent)

Customer (pouts and says petu|ant|y) "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
beglnnlng" (Ch||d)



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

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

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

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

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

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

Lmp|oyee (ho|ds out her hand and says f|rm|y) may l please see your moblle seL? (arent)

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

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



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

Lmp|oyee (peers at the customer over her g|asses) lf someLhlng happens Lo your phone
because of a faulL on our parL l'll make sure LhaL we replace lL for you" (arent)

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

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

AL1LkNA1IVL 1kANSAC1ICN

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

Lmp|oyee stra|ghtens up sm||es and says "well you have come Lo Lhe rlghL place Pave you
goL Lhe slm wlLh you" (Adu|t)

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

Lmp|oyee lm sorry madam l meanL no dlsrespecL May l see Lhe slm" (Adu|t)



Customer rummages through her bag |ocates the s|m and hands |t to the emp|oyee be
careful wlLh lL lf you ruln lL furLher lm noL paylng for Lhe exLra damages (Ch||d)

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

Customer s|ghs huff||y and says well l should hope so" (Ch||d)

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

Customer |ooks re|uctant and says my moblle seL? Why? My moblle seL ls new 1he faulL canL
be wlLh Lhe seL lL's your sLupld slm" (Ch||d)

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

Customer fo|ds her arms and hunches her shou|ders defens|ve|y and says |n r|s|ng tones 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|y l'm sure you have madam All l'm saylng ls Lhere are Lhese new seLs
ln Lhe markeL whlch have redeslgned Lhe slm space lL can geL a llLLle confuslng lL Look me
several Lrles before l goL used Lo lL myself (Adu|t)

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



Lmp|oyee 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 noLlflcaLlon (Adu|t)

Customer no wonder l was havlng problems wlLh Lhe slm lL's all Lhe moblle manufacLurer's
faulL l'm sorry l was so rude before lL's [usL LhaL l was aL my wlLs ends abouL whaL Lo do wlLh lL
(Ch||d)

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