# MODULE 6

**Appendix**

## HANDOUT 6-1a: SCENARIO 1 ROLES

## [Facilitator]{.underline}

Use the skills and strategies you have learned to facilitate the
Interstate Work Group meeting. The outcome of this first meeting is to
identify and analyze the problems related to the processing of
interstate cases and to come up with recommendations for addressing
these problems.

## HANDOUT 6-1b: SCENARIO 1 ROLES

# [Interstate Work Group Member]{.underline}

Once the discussion begins, allow several minutes to pass and then begin
to act frustrated and impatient. Tell the facilitator and group members
that you're very busy and that this meeting is a waste of your time.
Interrupt other group members when they are speaking. Be authentic in
your role, but don't "overplay" it.

## HANDOUT 6-1c: SCENARIO 1 ROLES

##### Interstate Work Group Member

Be yourself. Participate as you normally would in this meeting.

## HANDOUT 6-1d: SCENARIO 1 ROLES

##### Interstate Work Group Member

Be yourself. Participate as you normally would in this meeting.

## HANDOUT 6-1e: SCENARIO 1 ROLES

##### Interstate Work Group Member

Be yourself. Participate as you normally would in this meeting.

## HANDOUT 6-1f: SCENARIO 1 ROLES

##### Interstate Work Group Member

Be yourself. Participate as you normally would in this meeting.

## HANDOUT 6-2a: SCENARIO 2 ROLES

##### Facilitator

Use the skills and strategies you have learned to facilitate the task
force meeting. The outcome of this meeting is to identify the
appropriate staff who can accurately distribute child support
collections and who can clearly describe the process when answering
inquiries.

## HANDOUT 6-2b: SCENARIO 2 ROLES

##### Manager, Accounting Department

Identify yourself as the manager of the accounting department to your
group. Your position on the issue is that it is not your staff's
responsibility to answer inquiries about the distribution of arrearage
payments. Once the discussion begins, allow several minutes to pass and
then begin to act in a hostile and defensive manner toward the
facilitator and other group members. Be authentic in your role, but
don't "overplay" it.

## HANDOUT 6-2c: SCENARIO 2 ROLES

##### Task Force Group Member

Your position on the issue is that the accounting department staff are
the most appropriate people to handle inquiries about distribution of
the arrearage payments. You think that the accounting department manager
is avoiding responsibility for something that his/her department should
handle. You know from past experience that he/she tries to push tasks
off on other managers in the agency. You're determined not to let
him/her get away with it again. Be authentic in your role, but don't
"overplay" it.

## HANDOUT 6-2d: SCENARIO 2 ROLES

##### Task Force Group Member

Be yourself. Act as you normally would in this meeting.

## HANDOUT 6-2e: SCENARIO 2 ROLES

##### Task Force Group Member

Be yourself. Act as you normally would in this meeting.

## HANDOUT 6-2f: SCENARIO 2 ROLES

##### Task Force Group Member

Be yourself. Act as you normally would in this meeting.

## HANDOUT 6-3a: SCENARIO 3 ROLES

##### Facilitator

Use the skills and strategies you have learned to facilitate a meeting
with managers in your child support enforcement agency. The outcome of
this meeting is to identify why caseworkers have difficulty using the
statewide-automated child support enforcement system and lack basic
understanding of child support functions and to come up with solutions.

## HANDOUT 6-3b: SCENARIO 3 ROLES

##### Manager, Training Program

Your position is that the training given to new caseworkers on the
statewide-automated child support enforcement system does provide them
with a basic understanding of child support functions. You feel strongly
that the problem is with the programming of the system. It's confusing,
more complicated than it need be, and the technical support isn't there
when needed. On several occasions, you have talked about the problem
with the manager responsible for the system's programming. However,
he/she has not been responsive and just says it's your training that's
the problem.

During the discussion, act in a defensive and angry manner. Be authentic
in your role, but don't "overplay" it.

## HANDOUT 6-3c: SCENARIO 3 ROLES

##### Manager, Systems Support

You think that the training given to new caseworkers on the
statewide-automated child support enforcement system is inadequate. The
training manager has called you several times to tell you that the
problem is with the programming. You're tired of hearing this and just
wish he/she would quit blaming you.

During the discussion, act frustrated and impatient with the training
manager. Be authentic in your role, but don't "overplay" it.

## HANDOUT 6-3d: SCENARIO 3 ROLES

##### Group Member

Be yourself. Act as you normally would in this meeting.

## HANDOUT 6-3e: SCENARIO 3 ROLES

##### Group Member

Be yourself. Act as you normally would in this meeting.

## HANDOUT 6-3f: SCENARIO 3 ROLES

##### Group Member

Be yourself. Act as you normally would in this meeting.

## HANDOUT 6-4a: SCENARIO 4 ROLES

**[Facilitator/Manager]{.underline}**

You are manager of the Customer Service Unit. Because of the recent
complaints of poor customer service provided by your staff, your boss
has told you in no uncertain terms that customer service is a priority
and you are responsible for improving the quality of service your staff
provides to the clients. You have called a meeting with your staff to
discuss ways to improve service and still get the work done.

Use the skills and strategies you have learned to facilitate a meeting
with your staff. The outcome of this meeting is to identify strategies
for improving the level of customer service while completing assignments
in a timely manner.

## HANDOUT 6-4b: SCENARIO 4 ROLES

**[Caseworker]{.underline}**

You are feeling overwhelmed with the number of phone calls and drop-ins
that occur every day. These constant interruptions interfere with
getting your work done. You feel the situation is hopeless, so why
bother speaking up in the meeting.

During the discussion, act depressed by sighing, avoiding eye contact,
slouching in your chair, etc. Be authentic in your role, but don't
"overplay" it.

## HANDOUT 6-4c: SCENARIO 4 ROLES

**[Caseworker]{.underline}**

You are unable to complete your assignments on time because of the
constant interruptions by clients who drop in and the large number of
phone calls. You feel that you're wasting valuable work time with these
interruptions but the agency's administration is demanding that customer
service be a priority. You've expressed your concerns to your manager
and are feeling angry with him/her because you feel that he/she did not
adequately represent these concerns to the administration.

During the discussion, act angry with your manager and attempt to
dominate the discussion. Be authentic in your role, but do not
"overplay" it.

## HANDOUT 6-4d: SCENARIO 4 ROLES

**[Caseworker]{.underline}**

Be yourself. Act as you normally would in this meeting.

## HANDOUT 6-4e: SCENARIO 4 ROLES

**[Caseworker]{.underline}**

Be yourself. Act as you normally would in this meeting.

## HANDOUT 6-4f: SCENARIO 4 ROLES

**[Caseworker]{.underline}**

Be yourself. Act as you normally would in this meeting.

## HANDOUT 6-5a: SCENARIO 5 ROLES

**[Facilitator]{.underline}**

Use the skills and strategies you have learned to facilitate a meeting
between the Establishment caseworkers and other child support
enforcement units. The outcome for this meeting is to identify solutions
to the problem of conducting interviews in employee workspace because
interview rooms are unavailable.

## HANDOUT 6-5b: SCENARIO 5 ROLES

**[Establishment Caseworker]{.underline}**

Although the new building has secure interview rooms, you find you can
get more interviews done in a day if you don't wait for an available
secure interview room. So you've been taking your clients into your
workspace. Other units are complaining and feel it poses a safety risk.
There have been past incidents with clients being abusive, but you've
always managed to handle it. You feel very strongly that people are
overreacting.

Be an active participant in the group's discussion; however, begin to
engage the people sitting beside you in side conversations. Be authentic
in your role, but don't "overplay" it.

## HANDOUT 6-5c: SCENARIO 5 ROLES

**[Other CSE Staff]{.underline}**

You're not responsible for interviewing clients. You really didn't want
to attend this meeting and feel it's a waste of your time. It doesn't
bother you if clients are in the workspace. You just mind your own
business.

During the group discussion, act disinterested by shuffling through your
papers, writing lists, leaving the table several times to talk on the
phone, etc. Be authentic in your role, but don't "overplay" it.

## HANDOUT 6-5d: SCENARIO 5 ROLES

**[Other CSE Staff]{.underline}**

Be yourself. Act as you normally would in this meeting.

## HANDOUT 6-5e: SCENARIO 5 ROLES

**[Establishment Caseworker]{.underline}**

Be yourself. Act as you normally would in this meeting.

## HANDOUT 6-5f: SCENARIO 5 ROLES

**[Establishment Caseworker]{.underline}**

Be yourself. Act as you normally would in this meeting.

## HANDOUT 6-6a: SCENARIO 6 ROLES

**[Facilitator]{.underline}**

Use the skills and strategies you have learned to facilitate the team's
first meeting. The outcome of this meeting is to identify and agree on
the process that the team will follow in order to create a career
development program for OCSE staff.

## HANDOUT 6-6b: SCENARIO 6 ROLES

**[Team Member]{.underline}**

You are part of a team which is charged with creating a career
development program for your agency's staff. This is your team's first
meeting.

You are excited to be part of this team because you are committed to the
ongoing professional development of OCSE staff. You have some definite
ideas for the agency's career development program and the steps the team
should take to create it. You believe that this is an opportunity to
look at some really creative and innovative approaches to career
development. However, in your excitement, you tend to "ramble" and take
a long time to make your point.

Be authentic in your role, but don't "overplay" it.

## HANDOUT 6-6c: SCENARIO 6 ROLES

**[Team Member]{.underline}**

You are part of a team charged with creating a career development
program for your agency's staff. This is the team's first meeting.

You really didn't want to be on this team but your boss insisted. You
think the agency is wasting its time and resources on a career
development program. You believe individuals are responsible to develop
themselves professionally on their own time and at their own expense.
After all, you did it that way and look how far you've progressed in the
agency.

Be authentic in your role, but don't "overplay" it.

## HANDOUT 6-6d: SCENARIO 6 ROLES

**[Team Member]{.underline}**

You are part of a team charged with creating a career development
program for your agency's staff. This is the team's first meeting.

Be yourself. Act as you normally would in this meeting.

## HANDOUT 6-6e: SCENARIO 6 ROLES

**[Team Member]{.underline}**

You are part of a team charged with creating a career development
program for your agency's staff. This is the team's first meeting.

Be yourself. Act as you normally would in this meeting.

## HANDOUT 6-6f: SCENARIO 6 ROLES

**[Team Member]{.underline}**

You are part of a team charged with creating a career development
program for your agency's staff. This is the team's first meeting.

Be yourself. Act as you normally would in this meeting.