TABLE OF CONTENTS

“GAME 1: MY EMPLOYEE, MY FRIEND” ................................... 1

“GAME 2: I CARE FOR YOU” .................................................... 5

“GAME 3: WHO’S THE BOSS?” ............................................... 11

“GAME 4: I GOT MORE!YOU LOSER!” .................................... 15

“GAME 5: I WONT LET YOU KILL ME!” ................................... 19

“GAME 6: ITS ALL HIS FAULT” ................................................ 23

“GAME 7: NO! I AM RIGHT” .................................................. 27

“GAME 8: PAMPER THE PARENT” .......................................... 31

“GAME 9: I AM HERO, YOU ARE ZERO” ................................. 35

“GAME 10: NO BODY LOVES ME” .......................................... 40

“GAME 11: MEGA BUSTUP” .................................................. 44

“GAME 12: SABOTAGE” ......................................................... 48

" GAME 13: SOWING SEEDS OF DISSENSION” ......................... 53

“GAME 14: FIRING THE EMPLOYEE” ...................................... 58

“GAME 15: BEWARE THY CUSTOMER” ……………………….……….61

1

“GAME 1: MY EMPLOYEE, MY FRIEND”CHILD/PARENT/ADULT TRANSACTIONS

ULTERIOR MOTIVEMANAGER A: A manager that believes in the existence of theory X in the work force of his organization. His ulterior motive in the transaction shown is the existence of laziness, lack of motivation and interest among the workforce.MANAGER B: A manager that believes in the existence of theory Y in the work force of his organization. His ulterior motive in the transaction shown is that with the help of motivation in an organization, any employee in the organization can do wonders. According to him, there is no difference between theory X and theory Y employees except the lack of motivation.

PURPOSE OF GAMEThis game has been designed to reflect upon a transaction that occurs between managers in organizations who either totally believe in their workforce on one hand or do not on the other.

STROKINGThe stroking factor does not exist to a large extent in the transaction shown below since manager A is trying to validate his point and only partially agrees till the end of the conversation with a manager B who is in harmony with the concept of theory Y.

OVERALL EFFECTThe analysis of this game would result in a clear picture for the reader to analyze different approaches used by human resource managers with regard to managing the performance of their employees.

MAIN TRANSACTIONSManager A: “Employees! What do they think they are? They want to run off, the very instant you allow them.” (Parent)

Manager B: “What makes you talk like this? What happened?” (Adult)

Manager A: “What happened? You tell me has it ever happened that your subordinate employee comes up running to you asking for work? That would be a miracle!” (Parent)

Manager B: “(With a smile)…I think they would definitely come if we motivate them, we make them enjoy their work, give them the confidence in what they do. You then see, how they come running to us asking for work” (Adult)

2

Manager A: “You think, I don’t try to motivate them, I don’t give them the work they want? No matter what you do, what you try or what you say, they would always love to spend quarter of the day working in the cabin while the major chunk of the day sipping coffee in the café” (Child)

Manager B: “You may be right…have you ever thought may be, it’s not all their fault. May be, we are equally responsible. We agree that we are their supervisors…correct? Then don’t you think a flaw exists in our process, a flaw such as communication gap.” (Adult)

Manager A: “Oh yes! I agree with you completely. Communication gap… that is what you said…right, our employees know that it exists, but are they sad about it? Not at all, they don’t come communicating to us because they already have the well knit chatting ground among themselves about us. They simply know how to blame us for their bad performances.” (Parent)

Manager B: “I still don’t agree with you. If an employee doesn’t come to us to talk about his problem, give us a platform to motivate him, it’s partially our fault as well.” (Adult)

Manager A: “Ok! Let’s consider I agree with what you say! Tell me, how exactly I can make employees motivated to work, make them initiate ideas, when they themselves are not willing to improve their performance.” (Adult)

Manager B: “Sure! I can tell you how to do that! First step! Think yourself as their custodian. Develop in yourself the right set of assumptions about them.” (Adult)

Manager A: “Right assumptions? You mean I should make some standards?” (Adult)

Manager B: “Not actually quantitative standards, however, you have to develop the belief for yourself that your employees want to work and you are the one who has to manage their performance.” (Adult)

Manager A: “So you are saying that up till now I have not tried to help my employees perform high and am not managing their performance.” (Child)

Manager B: “You see! Good performance isn’t always the result! Sometimes they are motivated, they want to work yet they give a bad output. At these instances, you have to trust in them and make sure that one failure does not de motivate them.” (Adult)

Manager A: “Now that sounds interesting! Tell me more.” (Adult)

Manager B: “Another tool that helps you manage your work force is to know about the emotional health of your employees that is to keep the check and balance on their wants and needs, their career paths, their desired work environment etc.” (Adult)

3

Manager A: “Hmmm…so they have the environment and I give them what you say. Develop my own frame of mind as well, are we sure that in the end we would get them motivated?” (Adult)

Manager B: “We have the solution! The execution is in our hand. See! We have selected them ourselves; we are providing them with the things that can further motivate them. Now is the time to trust them and simply guide them.” (Adult)

Manager A: “Yea! Yea! Let me give it a try…if it even works out…” (Adult)

Manager B: “Good luck! I am glad that you have considered my advice and will hopefully do a great job.” (Adult)

ALTERNATE TRANSACTIONSManager A: “Employees! I have been trying to figure out what demotivates them? What is the reason for their under par performance?” (Adult)

Manager B: “What makes you talk like this? What happened?” (Adult)

Manager A: “What happened? I try to motivate them and the result usually isn’t the way we want, I guess miracles now can only now help us” (Adult)

Manager B: “(With a smile)…I think they would definitely come if we motivate them, we make them enjoy their work, give them the confidence in what they do. You then see, how they come running to us asking for work” (Adult)

Manager A: “I have been trying to motivate them but I don’t see clear cut improvements in their behaviors which makes me believe that they are different sets of employees, one’s who are instantly motivated and one’s who are never motivated (Ending with a smile)” (Adult)

Manager B: “Yes, you are right…people are like jigsaw puzzles! Everyone is different! However, have you ever thought, may be, it’s not all their fault. May be, we are equally responsible. We agree that we are their supervisors…correct? Then don’t you think a flaw exists in our process, a flaw such as communication gap.” (Adult)

Manager A: “Oh yes! I agree with you completely. Communication gap… that is what you said…right, our employees know that it exists, but are they sad about it? Not at all, they don’t come communicating to us because they already have the well knit chatting ground among themselves about us. They simply know how to blame us for their bad performances.” (Parent)

Manager B: “I still don’t agree with you. If an employee doesn’t come to us to talk about his problem, give us a platform to motivate him, it’s partially our fault as well.” (Adult)

4

Manager A: “Ok! Let’s consider I agree with what you say! Tell me, how exactly I can make employees motivated to work, make them initiate ideas, when they themselves are not willing to improve their performance.” (Adult)

Manager B: “Sure! I can tell you how to do that! First step! Think yourself as their custodian. Develop in yourself the right set of assumptions about them.” (Adult)

Manager A: “Right assumptions? You mean I should make some standards?” (Adult)

Manager B: “Not actually quantitative standards, however, you have to develop the belief for yourself that your employees want to work and you are the one who has to manage their performance.” (Adult)

Manager A: “I really want to do that, however I at times get unhappy when results aren’t so fruitful.” (Parent)

Manager B: “You see! Good performance isn’t always the result! Sometimes they are motivated, they want to work yet they give a bad output. At these instances, you have to trust in them and make sure that one failure does not de motivate them.” (Adult)

Manager A: “Now that sounds interesting! Tell me more.” (Adult)

Manager B: “Another tool that helps you manage your work force is to know about the emotional health of your employees that is to keep the check and balance on their wants and needs, their career paths, their desired work environment etc.” (Adult)

Manager A: “Hmmm…so they have the environment and I give them what you say. Develop my own frame of mind as well, are we sure that in the end we would get them motivated?” (Adult)

Manager B: “We have the solution! The execution is in our hand. See! We have selected them ourselves; we are providing them with the things that can further motivate them. Now is the time to trust them and simply guide them.” (Adult)

Manager A: “Yea! Yea! Let me give it a try…if it even works out…” (Adult)

Manager B: “Good luck! I am glad that you have considered my advice and will hopefully do a great job.” (Adult)

5

“GAME 2: I CARE FOR YOU”ADULT/CHILD TRANSACTION

ULTERIOR MOTIVE

MANAGER: The person who is our appraiser in the transaction shown below is the supervisor of the other party i.e. the employee. His ulterior motive is to suggest a growth program for the employee in the form of a training.

EMPLOYEE: The person who is the appraisee in the transaction shown below has the ulterior motive of receiving a promotion as a result of the performance shown in the performance period being assessed in this appraisal meeting.

PURPOSE OF GAMEThis game has been designed to reflect upon a transaction that occurs between appraisers and appraisee’s within organizations during one to one performance appraisal meetings.

STROKINGThe stroking factor in the transaction below is being depicted as a two way process. The manager has tried to stroke the desire of recognition of the employee by offering her alternatives.

OVERALL EFFECTThe analysis of this game would result in a clear picture for the reader to analyze the approach that may be used by an appraiser for delivering unaccepted news to an appraisee so that the appraisee doesn’t feel post appraisal demotivation.

MAIN TRANSACTIONS

Manager: “Hello Salma! Please have a seat. How are you today?” (Adult)

Employee: “To be honest, I’m a little nervous” (Child)

Manager:”That’s normal. I tense up before my reviews too. Overall, Salma, your performance throughout the year has been satisfactory. Some aspects of your performance are strong and other aspects do need improvement . . .” (Adult)

6

Employee: “Satisfactory? The customer surveys indicate that customers are very happy with our customer service!” (Child)

Manager: “That’s certainly correct! You deserve a lot of credit for the wonderful results on that survey! Not only does it reflect on your ability to provide high-quality service, but it also reflects very well on your ability to motivate the two people who report to you and . . .” (Adult)

Employee: “So why is my performance only satisfactory?” (Child)

Manager: “While the quality of customer service is very high, efficiency has fallen and your department is way over budget. We have discussed this throughout the year, and as you know, we have had to add temps during the busier periods to keep up with the calls.” (Adult)

Employee: “I know we are slightly over budget, but my job is to keep customers happy and there’s no question about how happy they are . . .” (Child)

Manager: “Primarily because of the temps we’ve ended up a full 23 percent over budget. Our average number of calls handled per customer service person has fallen from twelve per hour last year to just under nine this year. That’s a falloff of over 25 percent. You do need to work at improving the quantity of calls handled.” (Adult)

Employee: “I still think I have done a good job. . .” (Child)

Manager: “As I mentioned before, I agree to what you say. However, I believe that you have the capability to grow and perform better. What we have to decide now is to find a way, to deal with this situation.” (Adult)

Employee: “I see what you mean but I was expecting a promotion this time. I focused my efforts, did my best and reached my targets.” (Child)

7

Manager: “Yeah, your targets were reached, however partially. I have a solution, if not a grade promotion, we could offer you a training that would further polish your skills and make your efforts more fruitful.” (Adult)

Employee: “What type of training do you suggest? Can you be more specific?” (Adult)

Manager: “Sure. I have thought of a couple of options, such as training in ‘Time management’ or training in ‘Efficiency enhancement in customer service’. I would like to know your feedback & suggestions.” (Adult)

Employee: “I like your idea; however that’s not what I wanted.” (Adult)

Manager:”This offer would definitely make you happy. We will send you abroad for training. This would help you improve your performance for the future, enabling you to establish better goals.” (Adult)

Employee: “Ahan, knowing the person that I am, I like to learn and grow…………what you offer seems to be interesting. Regarding my choice of training, I would prefer to go for one in ‘Efficiency enhancement in customer service’.” (Adult)

Manager: “I am glad with your choice. I would ask you to come to my office within a day or so to discuss further details of the training.” (Adult)

Employee: “Sure. I am happy that we have come to joint terms with regard to my appraisal.” (Adult)

ALTERNATE TRANSACTIONS

8

Manager: “Hello Salma! Please have a seat. How are you today?” (Adult)

Employee: “To be honest, I’m very happy that you have taken out time to discuss my appraisal with me” (Adult)

Manager:”Me too, it’s my responsibility to discuss my employee’s performance and to help them grow. Overall, Salma, your performance throughout the year has been satisfactory. Some aspects of your performance are strong and other aspects do need improvement . . .” (Adult)

Employee: “Hmmm, but the customer surveys indicate that customers are very happy with our customer service!” (Adult)

Manager: “That’s certainly correct! You deserve a lot of credit for the wonderful results on that survey! Not only does it reflect on your ability to provide high-quality service, but it also reflects very well on your ability to motivate the two people who report to you and . . .” (Adult)

Employee: “I would like to know the details of my performance that you have used while assessment?” (Adult)

Manager: “While the quality of customer service is very high, efficiency has fallen and your department is way over budget. We have discussed this throughout the year, and as you know, we have had to add temps during the busier periods to keep up with the calls.” (Adult)

Employee: “I know I did a bad job with regard to budget management, because my focus was concentrated on keeping my customers happy.” (Adult)

Manager: “Primarily because of the temps we’ve ended up a full 23 percent over budget. Our average number of calls handled per customer service person has fallen from twelve per hour last year to just under nine this year. That’s a falloff of over 25 percent. You do need to work at improving the quantity of calls handled.” (Adult)

9

Employee: “Yes, call handling was a major issue during the past period, so what solution can we think of?” (Adult)

Manager: “I believe that you have the capability to grow and perform better. I guess I have a solution to deal with this situation.” (Adult)

Employee: “I see, could you tell me your solution! I will try to work better to get a promotion that I wished for this appraisal period.” (Adult)

Manager: “Yeah, your targets were reached, however partially. I have a solution, if not a grade promotion, we could offer you a training that would further polish your skills and make your efforts more fruitful.” (Adult)

Employee: “What type of training do you suggest? Can you be more specific?” (Adult)

Manager: “Sure. I have thought of a couple of options, such as training in ‘Time management’ or training in ‘Efficiency enhancement in customer service’. I would like to know your feedback & suggestions.” (Adult)

Employee: “I like your idea; however that’s not what I wanted.” (Adult)

Manager:”This offer would definitely make you happy. We will send you abroad for training. This would help you improve your performance for the future, enabling you to establish better goals.” (Adult)

Employee: “Ahan, knowing the person that I am, I like to learn and grow…………what you offer seems to be interesting. Regarding my choice of training, I would prefer to go for one in ‘Efficiency enhancement in customer service’.” (Adult)

10

Manager: “I am glad with your choice. I would ask you to come to my office within a day or so to discuss further details of the training.” (Adult)

Employee: “Sure. I am happy that we have come to joint terms with regard to my appraisal.” (Adult)

11

“GAME 3: WHO’S THE BOSS?” PARENT/CHILD TRANSACTION

ULTERIOR MOTIVE

SUPERVISOR: The person who is our appraiser in the transaction shown below is the supervisor of the other party i.e. the employee. His ulterior motive is to tell the employee that his performance was below par.

EMPLOYEE: The person who is the appraisee in the transaction shown below has the ulterior motive of proving that his performance level was good and he deserved better performance rating. Hence, trying to convince him that he hasn’t received a fair performance rating.

PURPOSE OF GAMEThis game has been designed to reflect upon a transaction that occurs between appraisers and appraisee’s within organizations during one to one performance appraisal meetings showing post performance conflict.

STROKINGSince these transactions were based on post performance conflict between employee and boss, in which both are trying to prove their point by negating each other. So each party in the transaction did not receive any stroking.

OVERALL EFFECT The analysis of this game would result in a clear indication of the reasons that why appraisal reviews if not implemented properly result in conflicts between supervisors and their subordinate employees.

MAIN TRANSACTIONSEmployee: (Enters the room, throws the appraisal report on supervisor’s desk.) (Child)

Supervisor: (Gives the employee a dirty look.) (Parent)

Employee: “What exactly is this?” (Child)

Supervisor: (Picks up the file and says), “Looks like your appraisal.” (Parent)

Employee: “An unfair appraisal to be precise.” (Child)

Supervisor: “Well, that’s a common complaint whenever anyone gets a poor appraisal.” (Parent)

12

Employee: “Oh really! Did you even open up my file while you were filing this?” (Parent)

Supervisor: “Do you really want to get into the details of it?” (Parent)

Employee: “Well. Why not? Let’s get through it.” (Parent)

Supervisor: “Suits me fine. Let’s do it now! “(Parent)(Open employees file from his laptop)

Supervisor: “Here are the details. Now do you want me to go through each of these assessments one by one?” (Adult)

Employee: “Yes! Please do.” (Parent)

Supervisor: (He picks out the last quarter and points out poor performance ratings) (Parent)

Employee: “Why are you just looking at the last quarter’s record? I have been here the whole year.” (Child)

Supervisor: “You were doing average in the entire year anyways, and you have gone from average to worse.” (Parent)

Employee: “Ok! So if I was working so poorly, wasn’t it your job to at least warn me of my mistakes?” (Child)

Supervisor: “It is not my job to baby sit you all the time.” (Parent)

Employee: “You could have told me something.” (Child)

Supervisor: “Well! I am telling you now; you need to be more responsible and proactive about your performance in this company or you wont last to see your next appraisal!” (Parent)

Employee: “We’ll see about this. You think that just because you’re my supervisor you can take out your bad day on me. Well, I’m going to take this matter up with the HR department!” (Employee slams out of the room) (Child)

ALTERNATE TRANSACTIONSEmployee: (Enters the room, throws the appraisal report on supervisor’s desk.) (Child)

Supervisor: (Gives the employee an enquiring look.) (Adult)

13

Employee: “What exactly is this?” (Child)

Supervisor: (Picks up the file and says), “It’s your appraisal, if I am not wrong, that’s the reason you are here!.” (Adult)

Employee: “An unfair appraisal to be precise.” (Child)Supervisor: “Well, I won’t stop you from sharing your thoughts with me regarding your appraisal. I however won’t agree with you completely on this matter” (Adult)

Employee: “Oh really! Did you even open up my file while you were filing this?” (Parent)

Supervisor: “Yes! I have gone through a thorough analysis of your work during the previous performance period that has to be appraised and after that, I have given my evaluation, However! If you want us to talk about your assessment, I would be glad to share it with you” (Adult)

Employee: “Well. Why not? Let’s get through it.” (Parent)

Supervisor: “Alright! Give me a minute to open your file in my laptop “(Adult)(Open employees file from his laptop)

Supervisor: “Here are the details. Now do you want me to go through each of these assessments one by one?” (Adult)

Employee: “Yes! Please do.” (Parent)

Supervisor: (He picks out the last quarter and shows overall performance ratings) (Adult)

Employee: “Why are you just looking at the last quarter’s record? I have been here the whole year.” (Child)

Supervisor: “You are mistaken; Here, i have shown you the average results of the entire appraisal period! It is not just the last quarter performance result” (Adult)

Employee: “Ok! It’s good that you clarified but I am still unhappy with the fact of not getting the appraisal that I wanted. It would have been better if you would have assisted me during the appraisal period when you saw my performance deteriorating” (Adult)

Supervisor: “Yes! I agree to what you say, it’s partially my lack of attention that has caused this situation” (Parent)

14

Employee: “Well! Can you suggest me now, what I can do to reduce the occurrence of poor appraisal ratings in the near future” (Adult)

Supervisor: “Well! You need to be more responsible and proactive about your performance in this company, I believe your capabilities far exceed your current performance, you can give in lots more to achieve the maximum fruits of your efforts. Only remember! In case of any confusion or misunderstanding, you can always come up to me, I would try my best to help you out and last thing! Don’t forget! We all make mistakes! So it’s nothing to be de-motivated about” (Adult)

Employee: “(Smiles…) Wooow! I never thought you will help me out in such a way, Thanks! It doesn’t feel as bad now; I will make sure to be in touch with you during the coming period to attain better results.” (Adult)

15

“GAME 4: I GOT MORE!YOU LOSER!”PARENT/CHILD/ADULT TRANSACTION

ULTERIOR MOTIVE

EMPLOYEE A: This employee has got a bonus due to good ratings in the performance appraisal. In the transactions given below, his motive is to make the other employee feel that the appraisal system is fair and his performance was better, so he got a bonus.

EMPLOYEE B: This employee has got a bad performance appraisal rating in the performance appraisal. In the transactions given below, his motive is to rate the performance appraisal system as unfair and that he has shown equally good performance, yet has received a bad rating.

PURPOSE OF GAMEThis game has been designed to reflect upon a transaction that occurs between employees within an organization on issues that arise after an appraisal has been conducted regarding the fairness of the appraisal system.

STROKINGThe parties involved in the transactions given below, are not stroking each other. The employee, who has got good ratings, is expecting some respect and good response from the other employee who has got bad ratings. But he didn’t receive any stroking in response. In the same way the employee who has received bad rating, has not receive any stroking.

OVERALL EFFECTThe analysis of this game would result in a clear indication of the reasons that why appraisal reviews if not implemented properly result in conflicts between employees i.e. colleagues within an organization.

MAIN TRANSACTIONEmployee A: (Enters the room in a happy mood, screams in a loud voice saying “YES”) (Child)

Employee B: (Gives him an anxious… half confused look…already in a bad mood) (Child)

Employee A: “Did you hear! I got a bonus from my appraisal this year……………” (Child)

Employee B: “Oh yeah! I came to know that! Who else could have got one?” (Parent)

16

Employee A: “What do you mean? Are you trying to tell me that I did not deserve a good appraisal?” (Child)

Employee B: “I am clear, I guess………… I assume we both understand what I am trying to say…….Favoritism is the fuel for a good appraisal” (Child)

Employee A: “It isn’t true! Our appraisal system is fair; I am the best in what I do” (Parent)

Employee B: “I am the best too! (smiles and says…) But, I did not get a good appraisal. They gave me a bad one in return of what I did for them. ” (Child)

Employee A: “You must have done something wrong! I am not like that! Our system is great as well” (Parent)

Employee B: “Hmmm! Listen to your words, You appraise them in whatever you say.. In other words, you like them, they like you (smiles and says…) Now you know, why you get good appraisals.” (Child)

Employee A: “You are simply talking useless! I won’t buy what you say! Look who’s talking to me” (Child)

Employee B: “You are right! Look who’s talking to you! A cribbing employee quite unhappy about this system. With people like you, nothing will or can change.” (Child)

Employee A: “Okay! Tell me how do you say that your performance is similar to mine? My efforts resulted in a 25% increase in sales in the past appraisal period” (Parent)

Employee B: “Well! I may not have caused 25% increase in sales but I did cause our customer profile’s turnover rate to decrease with my new customer management plan. Isn’t that a valuable effort? It’s only that the top management doesn’t realize its importance” (Adult)

Employee A: “My work was good and I made sure that the top management realizes the results that I have produced. You should have done that too….” (Child)

Employee B: “I don’t agree…I believe my work should speak for itself, it should be ultimately recognized by all” (Child)

Employee A: “(smiles and says…) Then if that’s the case! Wait for them to realize it…..” (Parent)

Employee B: “(gives frowning looks and says….) that’s the last thing, I needed to hear now, leave me to myself….” (Child)

Employee A: “Well! I did not say anything wrong, I simply gave you a realization” (Parent)

17

Employee B: “Yeah, Yeah whatever (slams the door and goes out of the room)” (Child)

ALTERNATE TRANSACTIONEmployee A: (Enters the room in a happy mood, screams in a loud voice saying “YES”) (Child)

Employee B: (Gives him an anxious… half confused look…already in a bad mood) (Child)

Employee A: “Did you hear! I got a bonus from my appraisal this year……………” (Child)

Employee B: “Oh yeah! I came to know that! Who else could have got one?” (Parent)

Employee A: “Well! I am happy to know that I was expected to get a good appraisal this year by many. Honestly, I gave in a lot of effort this time” (Adult)

Employee B: “I am clear, I guess………… I assume we both understand what I am trying to say…….Favoritism is the fuel for a good appraisal” (Child)

Employee A: “It isn’t true! Our appraisal system is fair; it gives an equal chance to everyone to show his/her capabilities and be recognized for it” (Adult)

Employee B: “That isn’t true! My capabilities were not recognized and I did not get a good appraisal. They gave me a bad one in return of what I did for them. ” (Child)

Employee A: “Well! Try to find out what you did wrong! It might help you out in understanding your appraisal result for this year” (Adult)

Employee B: “Hmmm! Listen to your words, You appraise them in whatever you say.. In other words, you like them, they like you (smiles and says…) Now you know, why you get good appraisals.” (Child)

Employee A: “You are simply in stress, you should take some time to think about the pro’s and con’s of the system and then give your comments in regards to your appraisal” (Adult)

Employee B: “I am sure you are thinking who this person is … in short he is a cribbing employee quite unhappy about the system” (Child)

Employee A: “Okay! Tell me how do you say that your performance is similar to mine? My efforts resulted in a 25% increase in sales in the past appraisal period” (Parent)

Employee B: “Well! I may not have caused 25% increase in sales but I did cause our customer profile’s turnover rate to decrease with my new customer management plan. Isn’t that a valuable effort? It’s only that the top management doesn’t realize its importance” (Adult)

18

Employee A: “My work was appreciated by the top management because the results were quite prominent and successful, why don’t you try to do what I did next time?” (Parent)

Employee B: “I don’t agree…I believe my work should speak for itself, it should be ultimately recognized by all” (Child)

Employee A: “(smiles and says…) Believe me, it doesn’t work that way…..you need to communicate your efforts to your top management, to your fellow colleagues so that you get the deserved appreciation” (Parent)

Employee B: “(gives frowning looks and says….) that’s the last thing, I needed to hear now, leave me to myself….” (Child)

Employee A: “Well! I am sure when you are cooler in a day or two, you would listen to my advice more effectively, take your time for now….” (Parent)

Employee B: “Yeah, may be, I will try……….. (Child)

19

“GAME 5: I WONT LET YOU KILL ME!”CHILD/PARENT/ADULT TRANSACTION

ULTERIOR MOTIVE

EMPLOYEE A: This employee is quite unhappy with the layoffs that have been started off in the company. He has lost his trust in his top management and he feels de-motivated knowing that the top management is in a crisis at this moment.

EMPLOYEE B: This employee is also part of the same organization however, he as an optimistic attitude towards the problem and hence is trying to convince the other employee to help him out implement a solution to this problem that he has come up with.

PURPOSE OF GAMEThis game has been designed to reflect upon a transaction that occurs between employees within an organization on issues relating to layoffs that occur due to unexpected crisis.

STROKINGThe parties involved in the transactions given below are stroking each other since they share the same problem, however their attitudes vary, one being pessimistic and the other being optimistic of the scenario, they tend to find a common ground to solve the solution.

OVERALL EFFECTThe analysis of this game would result in a clear picture of the feelings that arise among employees when organizations start laying off their workforce. Some tend to find solutions while others simply let their hopes die.

MAIN TRANSACTIONEmployee A: “(entering the room in an angry mode…says) What do they think they are? I just met Atif and he has been given the same piece of paper with their beautiful words on it” (Child)

Employee B: “Cool down! Have a seat, here drink some water” (Parent)

Employee A: (Employee sits down in a reluctant manner and drinks water) (Child)

Employee B: “Now tell me, why are you so angry? What’s actually happened?” (Parent)

Employee A: “What’s happened? They are throwing us all out, one by one! Everyday at least 5 of us are getting that letter” (Child)

20

Employee B: “So now I know where this is coming from? Yes, you are right, it’s an unfortunate situation that many of us have been forced to leave this place” (Adult)

Employee A: “I mean, who in the world does this to the people who actually helped them grow i.e. their employees who worked day and night for them. Now, when they are facing a crisis, they don’t even ask us, they simply throw us out” (Child)

Employee B: “I can understand what you are going through, I am unhappy about the situation as well. Atif and the rest of our colleagues who have been laid off were hardworking people, however I believe we can do something to stop this, I and you can change this situation” (Adult)

Employee A: “Really! Like do what? They used to listen to us, now they want us to listen to them… not even noticing whether they are right or wrong” (Child)

Employee B: “Now! Don’t lose hope, let’s analyze why all this is happening in the first place. I am sure you know that the company has been facing crisis since about 2 years now. The top management initially tried to take some ideas from us, but none of us actually gave them a valid solution. Don’t you agree?” (Parent)

Employee A: “(nodding in a positive manner) Yes! But those were old times. Why are we talking about them at this moment? What is important now is that they are laying off hundred’s of us simply saying that can’t bear out costs!” (Child)

Employee B: “I don’t seem to agree with you on this account! Look, when the company’s workforce couldn’t give a valid solution, they opted for a consultant’s advice. Unluckily, his ideas did not bring the required results, losses and losses were faced by the company. Demand of the product continued to decrease and hence to reduce the extra labor that is currently present, the top management had to go for a restructuring solution that incorporated layoff’s……….. Although, I am not on common grounds with them on this solution” (Parent)

Employee A: “So, you don’t agree with their solution too? Then, what are you suggesting that I and you do?” (Adult)

Employee B: “I was thinking about talking to our colleagues initially and see whether we can agree to help our top management at this moment of time when we all are quite unhappy of them?” (Adult)

Employee A: “What are we going to talk to them about?” (Adult)

Employee B: “Well! If we all can agree on the terms of sacrificing our take home pays for now and work extra shifts to help the company regain its old position, this would help top management in their processes, they wont have the extra costs on them, hence they would not need to layoff for now, rather

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they can retain their workforce for the time when the company will regain its old position of high demand in the market and sustainable workforce required to fulfill it………..However, I can’t do this alone, I need your support so that we can try to convince others about this matter” (Adult)

Employee A: “I like your idea! It seems to have a positive output………….But, do you think, the top management will agree to it?” (Adult)

Employee B: “They would! I am sure, knowing that their workforce is there to help them out at this bad phase” (Adult)

Employee A: “I will arrange for a session with all our colleagues tomorrow during lunch..Let’s hope it works out” (Adult)

Employee B: “We will give it our best! Let’s see what happens…………” (Adult)

ALTERNATE TRANSACTIONEmployee A: “(entering the room in an upset manner…sits down and says) I don’t like what’s happening… I don’t want this to happen to us, I have to do something” (Parent)

Employee B: “(sits next to him and looks at him with inquiring looks while handing him a glass of water)” (Parent)

Employee A: (Employee drinks water, still in a mode of unhappiness) (Child)

Employee B: “Now tell me, why are you so upset? What’s actually happened?” (Parent)

Employee A: “They are throwing us all out, one by one! Everyday at least 5 of us are getting that letter, This is not the right thing to be done” (Parent)

Employee B: “So now I know where this is coming from? Yes, it’s not the right thing; it’s an unfortunate situation that many of us have been forced to leave this place” (Adult)

Employee A: “They should have given us some idea about this…..I believe there is a major communication gap between our top management and us” (Adult)

Employee B: “I can understand what you are going through, I am unhappy about the situation as well. All our colleagues who have been laid off were hardworking people, however I believe we can do something to stop this, I and you can change this situation” (Adult)

Employee A: “Do you have a solution? Tell me, I want to do something” (Adult)

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Employee B: “Yes, but for that, let’s analyze why all this is happening in the first place. I am sure you know that the company has been facing crisis since about 2 years now. The top management initially tried to take some ideas from us, but none of us actually gave them a valid solution. Don’t you agree?” (Parent)

Employee A: “(nodding in a positive manner) yes! You are right; I don’t remember any of our solutions being accepted” (Adult)

Employee B: “Then, when the company’s workforce couldn’t give a valid solution, they opted for a consultant’s advice. Unluckily, his ideas did not bring the required results, losses and losses were faced by the company. Demand of the product continued to decrease and hence to reduce the extra labor that is currently present, the top management had to go for a restructuring solution that incorporated layoff’s……….. Although, I am not on common grounds with them on this solution” (Parent)

Employee A: “So, you don’t agree with their solution too? Then, what are you suggesting that I and you do?” (Adult)

Employee B: “I was thinking about talking to our colleagues initially and see whether we can agree to help our top management at this moment of time when we all are quite unhappy of them?” (Adult)

Employee A: “What are we going to talk to them about?” (Adult)

Employee B: “Well! If we all can agree on the terms of sacrificing our take home pays for now and work extra shifts to help the company regain its old position, this would help top management in their processes, they wont have the extra costs on them, hence they would not need to layoff for now, rather they can retain their workforce for the time when the company will regain its old position of high demand in the market and sustainable workforce required to fulfill it………..However, I can’t do this alone, I need your support so that we can try to convince others about this matter” (Adult)

Employee A: “I like your idea! It seems to have a positive output………….But, do you think, the top management will agree to it?” (Adult)

Employee B: “They would! I am sure, knowing that their workforce is there to help them out at this bad phase” (Adult)

Employee A: “I will arrange for a session with all our colleagues tomorrow during lunch..Let’s hope it works out” (Adult)

Employee B: “We will give it our best! Let’s see what happens…………” (Adult)

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“GAME 6: ITS ALL HIS FAULT”CHILD/CHILD TRANSACTION

ULTERIOR MOTIVEUSMAN: He is an engineer in the organization in which he works. He is always effective in showing his feelings to his circle of friends and colleagues. In the transaction shown below he is complaining about his boss in a conversation with his colleague. JAVIAD: He is also an engineer working in the same organization and department as USMAN. In the transaction below he is stroking USMAN and enthusiastically participating in the conversation.

PURPOSEThe purpose of this game is to define the behavior of employees that like to blame others specifically their bosses about the different problems in their work.

STROKING In the transaction shown below USMAN and JAVAID are constantly trying to stroke each others egos.

OVERALL EFFECTThe analysis of this game would help a manager understand situations in which the employees do not work effectively because they are not motivated enough to work and hence tend to blame the system for their lack and inefficiency of performance.

MAIN TRANSACTIONUSMAN: He enters JAVAID’s office and slams his evaluation form on the desk. (Child)

JAVAID: He looks up and gives him a teasing smile: “What happened now?” (Child)

USMAN: “I just got my performance evaluation back; it says that my work is not up to the mark. What the hell! All these people see is fault in our work.” (Child)

JAVAID: He rolls his eyes towards the roof and says: “I just got mine too, it says the same thing! The appraiser actually marked me low in meeting deadlines and says that I have overall low performance. “ (Child)

USMAN: “I guess what the HR people can not see is that the boss doesn’t do anything himself and loves loading us with extra work, which most of the time is his own work.” (Child)

JAVAID: He nods enthusiastically: “I agree, he just likes to order around.” (Child)

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USMAN: “It is due to these unnecessary long hours in which I have to do his share of the work that I cannot rest and sleep properly.” (Child)

JAVAID: With so much extra work how do they expect us to meet our deadlines? (Child)

USMAN: He just sets standards arbitrarily, what does he know about standards? He’s not even sure what he wants from us or for the company for that matter. (Child)

JAVAID: He never even listens to us, and then goes around talking about a family culture and what not. (Child)

USMAN: Family culture! (Laughs), yeah right. He just likes input from his favorite over efficient pets (Child)

JAVAID: How do they expect one to work productively in such a place? (Child)

USMAN: I want to give the boss a piece of my mind (Child)

JAVAID: you know if we said anything to him directly he would just turn on us. After all, its not like we matter in the grand scheme of things! (Child)

USMAN: Maybe if we just stopped doing the work he keeps piling on our desk, he would realize our importance. (Child)

JAVAID: Hey! Laughs delightedly. “Good idea”. (Child)

USMAN: “yeah! And then he may even have to come out of his air conditioned office and actually do some work. “ (Child)

JAVAID: “Are you kidding? He only gives us all this to do because he doesn’t know how to do it himself! We do all the work and he takes all the credit!” (Child)

USMAN: I don’t think we can do anything except stop doing his work. After all who’s going to let us take all the credit for those reports we’ve slaved away on. No one would believe us over him!” (Child)

ALTERNATIVE TRANSACTIONUSMAN: He enters JAVAID’s office and slams his evaluation form on the desk. (Child)

JAVAID: He looks up and says in a concerned voice “Is something wrong?” (Adult)

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USMAN: “I just got my performance evaluation back; it says that my work is not up to the mark. What the hell! All these people see is fault in our work.” (Child)

JAVAID: I got mine to. I was thinking of requesting a meeting with the appraiser so that I can discuss the areas where I have been graded low. Why don’t you do the same? (Adult)

USMAN: “I guess what the HR people can not see is that the boss doesn’t do anything himself and loves loading us with extra work, which most of the time is his own work.” (Child)

JAVAID: “The boss does delegate work, but that is to give us more empowerment, not to load us with work.” (Adult)

USMAN: “It is due to these unnecessary long hours in which I have to do his share of the work that I cannot rest and sleep properly.” (Child)

JAVAID: “Maybe if you planned your day, you would have more time to rest.” (Adult)

USMAN: He just sets standards arbitrarily, what does he know about standards? He’s not even sure what he wants from us or for the company for that matter. (Child)

JAVAID: I disagree. He is trying to change the culture. Make it family like. Maybe that is why the standards seem vague.” (Adult)

USMAN: Family culture! (Laughs), yeah right. He just likes input from his favorite over efficient pets. (Child)

JAVAID: In my opinion you feel that way because you have never spoken to him. You should. He listens to everyone. (Adult)

USMAN: I want to give the boss a piece of my mind. (Child)

JAVAID: I think you should take some time and think this through. (Adult)

USMAN: Maybe if we just stopped doing the work he keeps piling on our desk, he would realize our importance. (Child)

JAVAID: That way we would be not fulfilling our job responsibilities. (Adult)

USMAN: “yeah! And then he may even have to come out of his air conditioned office and actually do some work. “(Child)

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JAVAID: “He is in his office all day because he works. Did you k now he is here longer then anyone of us” (Adult)

USMAN: I don’t think we can do anything except stop doing his work. After all who’s going to let us take all the credit for those reports we’ve slaved away on. No one would believe us over him!” (Child)

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“GAME 7: NO! I AM RIGHT”PARENT/PARENT TRANSACTION

ULTERIOR MOTIVEHASSAN: He is an employee in an organization who has been recently hired in the Human Resource department because of his expertise in the area of designing performance appraisal forms. In the transaction given below he wants to change the current d3sign of the appraisal form because he thinks it is not efficient enough.SAMAD: He is Human Resource Director in the same organization as Hassan and is therefore his senior and boss. In the transaction given below he does not want to change anything. He just does not want to agree with a subordinate.

PURPOSEThe purpose of this game is to how the superiors sometimes do not accept change and do not agree that a system that they have helped developed now needs to be changed because it is outdated or needs to be improved.

STROKINGIn this conversation there is hardly any stroking and that is why the conversation is taking a negative turn.

OVERALL EFFECTThe transaction below shows a situation in which the boss and the employee are both in a parent mode and hence they both feel that they are right and are refusing to bend or compromise on a matter. It shows an example of a boss who cannot accept that his subordinate is actually suggesting something.

MAIN TRANSACTION Hassan: Knocks on the door of the boss and waits for a split second before entering. (Parent)

Samad: Slightly annoyed because Hassan did not wait for his reply. (Parent)

Hassan: “I was going through the form and I think it does not fit into the culture of the organization.” (Parent)

Samad: “But its being working for five years and no one has complained.” (Parent)

Hassan:” Ok, It’s being five years. But things change “(Parent)

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Samad. “If something’s working, why change it.” (Parent)

Hassan: “I have done some homework and I have come up with a few new ideas for a change in the design.” (Parent)

Samad: “You have your opinion but do you have some to back you up.” (Parent)

Hassan:” I have the knowledge and the experience. I know what I am suggesting and what I am doing.” (Parent)

Samad: “I have been in this organization longer then your work experience, I know what works here. You will learn with time.” (Parent)

Hassan: “I was hired here for a reason and this is my domain.” (Parent)

Samad: “Let’s see how many people back up these ideas of yours.” (Parent)

Hassan: “Even if I do not have back up it does not change the fact that I am right.” (Parent)

Samad: “If I were you in would not give such statements without proof.” (Parent)Hassan: “My work speaks for itself. If you would just consider my suggestion maybe you would even see that.” (Parent)

Samad: “Why should I waste my time on a suggestion that does not even need to be implemented?” (Parent)

Hassan: Folds his arms in front of his chest and furrowed his brows. (Parent)

Samad:”There is no need to act defensive. Just accept that this is a waste of time.” (Parent)

Hassan: Gets up and starts walking towards the door. (Parent)

Samad: “Never make the mistake of walking out on me. I will listen and consider suggestions that hold some value.” (Parent)

ALTERNATIVE TRANSACTIONHassan: Knocks on the door and waits for the response, but enters when he does not get one after waiting for a long time. (Adult)

Samad: Slightly annoyed because Hassan did not wait for his reply. (Parent)

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Hassan: “Sir, I had a suggestion. In my opinion the current appraisal form needs to be redesigned.” (Adult)

Samad: “But it’s being working for five years and no one has complained.” (Parent)

Hassan:” That may be true sir, but it is possible that no one saw the fault in the design earlier” (Adult)

Samad. “If something’s working, why change it.” (Parent)

Hassan: “Change brings about improvement. In a new design we can include things not considered before”. (Adult)

Samad: “You have your opinion but do you have some to back you up.” (Parent)

Hassan: I have some solid data that can back up my argument sir. Data that I have gathered through interviews and research.” (Adult)

Samad: “I have been in this organization longer than your work experience, I know what works here. You will learn with time.” (Parent)

Hassan: “I may have a lot to learn sir, but I also have some experience with performance appraisals and designing them.” (Adult)

Samad: “Let’s see how many people back up these ideas of yours.” (Parent)

Hassan: “Sir, I just need your approval” (Adult)

Samad: “If I were you in would not give such statements without proof.” (Parent)

Hassan: “As I mentioned earlier I do have some data to justify my suggestion” (Adult)

Samad: “Why should I waste my time on a suggestion that does not even need to be implemented?” (Parent)

Hassan: Takes a minute to calm himself down. (Adult)

Samad:”There is no need to act defensive. Just accept that this is a waste of time.” (Parent)

Hassan: “I suppose you need some time to think about it. I will leave these papers here for you to review in your free time.” (Adult)

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Samad: “Never make the mistake of walking out on me. I will listen and consider suggestions that hold some value.” (Parent)

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“GAME 8: PAMPER THE PARENT”CHILD/PARENT TRANSACTION

ULTERIOR MOTIVEBOSS: He is the boss of an organization and he is very insecure and so he needs constant reassurance about his decisions and work.SUBORDINATE: He works under the boss and is a manipulative employee who knows the right buttons to push.

PURPOSEThe purpose of this game is to identify the traits normally found in insecure bosses and how some employees know exactly how to deal with them to use this insecurity to their own benefit.

STROKINGThe subordinate is constantly stroking the boss throughout the transaction because he knows that will satisfy his ego.

OVERALL EFFECTThe effect of this transaction is to show how in some organizations there are bosses to try to satisfy their own ego by having a need for constant praise or reassurance. It also shows that in the same organization there are employees who will use it to their benefit. We as managers have to learn to remove both types from the organization.

MAIN TRANSACTIONBoss: “Do you think that the training schedule I made was ok? Because I have heard that a lot of people are unhappy about their training being deferred”. (Child)

Subordinate: “Sir I think the trainings are very well scheduled. Nobody should have a problem with them”. (Parent)

Boss: “Do you really think so? I don’t want anyone to hate me”. (Child)

Subordinate: “Sir sometimes you have to make hard decisions. Now everyone will always agree with you”. (Parent)

Boss: “Well…Maybe you are right. But I always try my best to make sure people are happy”. (Child)

Subordinate: “People are so ungrateful. They are never satisfied”. (Parent)

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Boss: “I don’t want my employees to resent me just because I am the boss. I want them to look at me as a friend”. (Child)

Subordinate: “Sir, you don’t have to worry about that. Your efforts are visible, and as far as people are concerned, you shouldn’t care about what they think. You are the boss. They have to care about what you think”. (Parent)

Boss: “I hate these awkward situations and there’s little I can do about it”. (Child)

Subordinate: “Sir I don’t think you should bother yourself over these petty matters. Your job is way above these insignificant issues”. (Parent)

Boss: “I know (Sighs) I get so tired now a day. It seems like I am always working”. (Child)

Subordinate: “You really should start delegating your work sir, you will burn yourself out”. (Parent)

Boss: “I just don’t want people to complain that I am piling them with work”. (Child)

Subordinate: “Sir, your problem is that you care too much. What you have to remember is that you are the boss. They are hired by you”. (Parent)

Boss: “I wish the employees even saw it that way”. (Child)

Subordinate: “They need to be reminded that every now and then, that is why I keep telling you not to be so nice.” (Parent)

Boss: Nods with a thoughtful expression on his face. (Child)

Subordinate: Smiles encouragingly as to reassure the boss that whatever he is thinking is right. (Parent)

Boss: “I don’t know what they expect out of me. I don’t care what they say I am going to finalize that schedule”. (Child)

Subordinate: “How many times have I told you that you don’t have to worry about it”? (Parent)

ALTERNATIVE TRANSACTIONBoss: “Do you think that the training schedule I made was ok? Because I have heard that a lot of people are unhappy about their training being deferred”. (Child)

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Subordinate: “I really cannot give an opinion since I personally do not have any issues with the schedule”. (Adult)

Boss: “Do you really think so? I don’t want anyone to hate me”. (Child)

Subordinate: “I don’t think anyone hates you sir.” (Adult)

Boss: “Well…Maybe you are right. But I always try my best to make sure people are happy”. (Child)

Subordinate: “In my opinion most of the staff is satisfied with their work and work environment.” (Adult)

Boss: “I don’t want my employees to resent me just because I am the boss. I want them to look at me as a friend”. (Child)

Subordinate: “I see. Then maybe speaking personally to the employees would help in developing your relationship with them.” (Adult)

Boss: “I hate these awkward situations and there’s little I can do about it”. (Child)

Subordinate: “Well, I cannot really comment, since I have never been in such a situation myself”. (Adult)

Boss: “I know (Sighs) I get so tired now a day. It seems like I am always working”. (Child)

Subordinate: “Maybe if you took sometime off, you would feel more rested”. (Adult)

Boss: “I just don’t want people to complain that I am piling them with work”. (Child)

Subordinate: “I am sure they understand that you are just delegating responsibility”. (Adult)

Boss: “I wish the employees even saw it that way”. (Child)

Subordinate: “Maybe they would understand better if you explained he employees job responsibility and role to them”. (Adult)

Boss: Nods with a thoughtful expression on his face. (Child)Subordinate: Gives a simple smile. (Adult)

Boss: “I don’t know what they expect out of me. I don’t care what they say I am going to finalize that schedule”. (Child)

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Subordinate: “In my opinion the employee’s feedback is important. You could try discussing the schedule with them.” (Adult)

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“GAME 9: I am Hero, you are Zero”CHILD/PARENT TRANSACTIONS

ULTERIOR MOTIVEEMPLOYEE A: This employee is a senior member of the company. He just got to know that new ERP systems are being implemented in the company. His ulterior motive in the transaction shown, is to prove his point that change should not be there, he is good in what ever he is doing. And he is feeling insecure due to the installation of ERP systems because he does not know how to work on it. And he thinks that this decision is made to get the senior people like him out of the company. EMPLOYEE B: This employee is relatively younger in the company, with knowledge to use the new ERP system. His ulterior motive in the transaction is to support the installation of ERP. He believes that senior people should better learn to operate these new technologies to survive in the organization.

PURPOSE OF GAMEThis game has been designed to reflect upon a transaction that occurs between employees of an organization where there is a conflict of thoughts and ideas due to age differences change in the organization and lack of acceptance for each other which lead to insecurities in senior lot.

STROKINGThe stroking is not there in the main transactions, employee A expects employee B to take his side against these ERP systems, but employee B is acting other wise resulting to absence of stroking. In the alternate transactions, stroking has been catered with both the parties eventually getting strokes.

OVERALL EFFECTThe analysis of this game would result in an understanding of how senior managers feel and behave in case of a change happening in the organizations. At this point of time there insecurities come in front. Alternate transactions shown below help us to understand how to deal with this type of problem.

MAIN TRANSACTIONSEmployee A: (Enters the room, slam the door, throws the pen on the desk) (Child)

Employee B: “What happened? Are you ok?” (Parent)

Employee A: “Have you heard about the newly hired team? Do you know what they are up to?” (Child)

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Employee B: “Yes! I heard that they are going to implement some computerized system” (Parent)

Employee A: “This thing never gonna happen…They have suggested the top management to implement ERP system in the company, which has been highly appreciated in the meeting” (Parent)

Employee B: “Cool!! Now everything would get automated...would save a lot of my time.” (Parent)

Employee A: “There is no need of this… we are already doing good with the current system… We have put a lot of effort for such a long time in making the things work smooth, but now they are going to change everything” (Child)

Employee B: “A lot of effort!! Are you telling me the effort being put into building those huge files? Are you kidding me? That certainly should be replaced” (Parent)

Employee A: “Yes! You don’t know the amount of effort being put into building these files, because you never worked on them, you yourself know how to work on these computerized systems. I am the one who build them from scratch and later you people used them. And now I am not been allowed to do things in which I am good, rather I am being forced to do the things in which these newly born kids are expert” (Child)

Employee B: “Than you should have learned to use these systems. Better attend the training which would be offered soon.” (Parent)

Employee A: “Now you are telling me that these kids will teach me… that is not acceptable at all… they know nothing. They have just opened their eyes in professional life and I am working here for so long” (Parent)

Employee B: “This is how things will work!! If you want to survive you better be learned” (Parent)

Employee A: “But why should I go for such a training which I don’t need, I don’t need to learn the ERP. This new system is total crap; it’s a waste of time for us. If the management has finalized the decision to implement it, than I am sure many people will be un happy” (Parent)

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Employee B: “If the management is taking some decision, you have to accept it without asking these stupid things. Everyone would have to prepare himself for this system, that’s how things will work” (Parent)

Employee A: “I don’t have technical background for computerized systems but I am good in what I am doing, and this is just a cheap shot from these kids to get the senior people out of business” (Child)

Employee B: “I don’t know why you are afraid to put yourself in the fast lane, that’s how the trends are, if you want to survive you have to accept this and attend trainings” (Parent)

Employee A: “We will not let it happen” (Parent)

Employee B: “It’s your call than!! Do whatever you wanna do” (Parent)

Employee A: “Huhh!! (Walks out of the room)” (Parent)

Employee B: (sarcastically says) “Good luck mate” (Parent)

ALTERNATE TRANSACTIONSEmployee A: (Enters the room, slam the door, throws the pen on the desk) (Child)

Employee B: “What happened? Are you ok?” (Parent)

Employee A: “Have you heard about the newly hired team? Do you know what they are up to?” (Child)

Employee B: “What’s that? I know about the hiring of a new young team, but what’s the matter?” (Adult)

Employee A: “Young!! Huhh… That team has suggested the top management to implement ERP system in the company, which has been highly appreciated in the meeting” (Parent)

Employee B: “So… what’s the issue? Isn’t it good that everything would get automated? We will save ourselves from doing a lot of hectic work” (Adult)

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Employee A: “There is no need of this… we are already doing good with the current system… We have put a lot of effort for such a long time in making the things work smooth, but now they are going to change everything” (Parent)

Employee B: “Yes! You are right, that we have put in a lot of effort and we have worked so hard. But see, it would be replaced by a better system, which would have lot of benefits, so why shouldn’t we go for it?” (Adult)

Employee A: “That’s complete nonsense! Now we are not been allowed to do things in which we are good, rather we are being forced to do the things in which these newly born kids are expert” (Parent)

Employee B: “Ahhh.. Come on! It’s not that difficult to learn it. I think it is today’s need to learn these new technologies, its necessary for our development as well. And we would be given trainings on how to use ERP” (Adult)

Employee A: “Now you are telling me that these kids will teach us… that is not acceptable at all… they know nothing. They have just opened their eyes in professional life and we are working here for so long” (Parent)

Employee B: “The trainings will be professionally conducted by trainers, and I think getting trained for something new is always useful for the current job as well as your future.” (Adult)

Employee A: “But why should I go for such a training which I don’t need, I don’t need to learn the ERP. This new system is total crap; it’s a waste of time for us. If the management has finalize the decision to implement it, than I am sure many people will be un happy” (Parent)

Employee B: “Look this team has been formed to help us do our jobs in a better way; they are just offering a better solution of the things which we were doing in a manual way through these ERP systems. Everything else would be the same, you would have same responsibilities, same number of people reporting you, same kind of decisions to make, but yes you would definitely have now better information to make decisions through these ERP systems”

Employee A: “But how long would it take to implement it and for me to learn it, as I don’t have strong technical background for these computerized systems?” (Child)

Employee B: “I am telling you, it’s pretty easy, there would be a short training course of two weeks, and you would be as good to use these ERP’s as any other professional” (Adult)

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Employee A: “I don’t know what’s happening; let’s see how things go about” (Child)

Employee B: “Yes! Don’t worry; take it as a new learning experience” (Adult)

Employee A: “I think you are right, today I will try to read something about ERP’s” (Child)

Employee B: “That’s good. I hope you will find some useful and interesting information to read, see ya have a nice day” (Adult)

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“GAME 10: NO BODY LOVES ME”CHILD/PARENT TRANSACTIONS

SITUATIONEmployee comes to the boss with a letter of resignation, over the years the employee has been one of the better performers but suddenly has decided to quit. The boss is surprised.

ULTERIOR MOTIVEEmployee: In this situation the employee believes that he has been hard done by when he didn’t get promoted even after he performed a very critical role in winning a big project. He is infuriated and is getting all kinds of negative thoughts in his mind and is on the verge of leaving his job.Boss: Although the boss appreciates the performance of the employee but in his view he is not ready for promotion and doesn’t think that it’s a big deal. As he has a significant role to play in recommending promotions there is a probability that he might be perceived to be biased in his decision making.

PURPOSE OF THE GAMEThis game has been designed to portray a common scenario where a boss is in the crosshairs of an irritated employee, it is important to learn from this game because it carries to potential to become a real fireball and reason for a major conflict in an organization.

STROKINGThe stroking element is in the fact that the employee is looking for recognition but only in the form of a promotion. Even repeated claims by the manager that his good performance has been recorded and this will be considered for a promotion in the future.

OVERALL EFFECTThe study of this game would provide an insight to managers as to how to get the better of such situations. The best outcome is a win-win situation but in addition to that it is also important not to fall victim to emotions and turn a problem into a nightmare.

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MAIN TRANSACTIONSEmp: (Employee enters the room looking dejected) I’m here to discuss my uncertain future with this company. (Child)

Boss: What’s bothering you? Let’s talk about it. (Parent)

Emp: I have decided to QUIT! (Puts an envelope on the table) (Child)

Boss: (Surprised!) WHAT? WHY? (Parent)

Emp: (Angrily) you still want to know why? Are you totally unaware of what’s happened last week? (Child)

Boss: Why are you getting worked up? Weren’t you part of the team that got the mega deal done? I suppose this should be reason to celebrate! (Parent)

Emp: Maybe for the company but I was made the scapegoat! It was my idea, my project, and who got the promotion in the end? Now getting what I’m complaining about? (Child)

Boss: Oh! So you are angry that you didn’t get promoted! And the best solution you could come-up with was to quit? I’m disappointed in you. (Parent)

Emp: So what you expected from me? I deserved the promotion every bit as anyone else, rather I would go on to say that I deserved to be promoted more than anyone else! (Child)

Boss: Ok let’s not jump the gun, those who have been promoted were done so after thorough consideration! So you better watch what you say! (Parent)

Emp: I wish that was the case but you have only promoted your favourites! (Child)

Boss: I don’t know from where you are getting all this non-sense, I have made a decision after much consideration and I have made the right choices! (Parent)

Emp: I’m sure you have but you have failed to recognize the person because of whom we got the mega deal, you have ignored me, so how can you justify your decision? (Child)

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Boss: Look, I think that you need more experience and I don’t believe that you are ready to be promoted, SIMPLE! (Parent)

Emp: Not Ready? I outperformed everyone ok, you just can’t handle it that I being the youngest in the team actually did better! (Child)

Boss: Maybe but it was a team effort in my opinion so you should be a team-player and wait for your turn to be promoted! Right now I can’t help you I’m afraid! (Parent)

Emp: So you have made up your mind? You want me to leave? (Child)

Boss: I would like you to stay but it’s your decision to make, not mine if you want to leave! (Parent)

Emp: Than Thank you very much, that envelope contains my resignation because I just can’t work at a place like this anymore. (Child)

Boss: All right, be my guest, bye! (Parent)

ALTERNATIVE TRANSACTIONSEmp: (Employee enters the room looking dejected) I’m here to discuss my uncertain future with this company. (Child)

Boss: I wouldn’t say that, with your performance I think you have a bright future at our company. (Adult)

Emp: Words won’t pacify me, I have decided to QUIT! (Puts an envelope on the table) (Child)

Boss: Decided to QUIT? I’m surprised but we should sort this out right now. (Adult)

Emp: (Angrily) you are still surprised? Are you totally unaware of what’s happened last week? (Child)

Boss: You were part of the team that got the mega deal done! I suppose this should be reason to celebrate! (Adult)

Emp: Maybe for the company but I was made the scapegoat! It was my idea, my project, and who got the promotion in the end? Now getting what I’m complaining about? (Child)

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Boss: Oh! So you are angry that you didn’t get promoted! Please don’t be disappointed once we are done with this discussion I’m sure you’ll be satisfied. (Adult)

Emp: I deserved the promotion every bit as anyone else, rather I would go on to say that I deserved to be promoted more than anyone else! (Child)

Boss: Calm down, Yes you deserve to be promoted, maybe not NOW, but in-time you will be. Just be patient. (Adult)

Emp: I wish that was the case but you have only promoted your favourites! (Child)

Boss: Don’t take it negatively, promotions are made after going through a thought process so please don’t think that only the favourites have been promoted. A system and a procedure has been followed. (Adult)

Emp: I’m sure you have but you have failed to recognize the person because of whom we got the mega deal, you have ignored me, so how can you justify your decision? (Child)

Boss: Your efforts have been recognized, just because you haven’t promoted doesn’t mean that you have been ignored. You have received an outstanding appraisal and as you gain experience you will be promoted. (Adult)

Emp: I outperformed everyone ok, but you just can’t handle it that I being the youngest in the team actually did better! (Child)

Boss: Look it was a team effort, and if you performed well that’s great. What I’m saying is that there is no substitute to experience and if you’ll be patient in-time you will be promoted but right now you are not ready. (Adult)

Emp: So in other words you mean that you want me to leave? (Child)

Boss: NO! I never said that, I’ve only asked you to wait for your turn! (Adult)

Emp: Hmmm. Ok! I guess I’ll give it another shot let’s see what happens! (Child)

Boss: Good! You are an asset to the company keep up with your good work and it’s only a matter of time when you’ll get that promotion. (Adult)

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“GAME 11: MEGA BUSTUP”PARENT/CHILD TRANSATIONS

SITUATIONBoss has something on his head and he is taking it out on an employee, who fails to understand why the boss is over reacting and the situation is turning into a mega bust-up.

ULTERIOR MOTIVEEmployee: The employee is caught unawares and has no clue what’s going on. He doesn’t know how to respond to this situation however he adopts a defensive attitude that shows the way for the boss to go haywire and be totally unreasonable.Boss: He is like a raging bull and wants to vent his frustration on something and blows a fuse the first things he encounters. He bully’s the subordinate finding a problem in everything the poor guy has done.

PURPOSE OF THE GAMEThis game has been developed to describe a common scenario where a boss is actually made at something else but is taking out his emotions on an employee who really doesn’t know what wrong he has committed. This situation has the potential to either de-motivate the employee to extent of leaving the job or the employee retaliating to the boss which will result in possible strained relations.

STROKINGThe stroking element is mostly negative in this case which results in severe anxiety for the subordinate. In an alternative case the boss might also be taken on and might have to face a strong reaction to his rigid behavior.

OVERALL EFFECTThis game would provide self awareness to managers as to how not to act in an organizational situation and how unknowingly they can cause a storm which has very negative impact on individuals and the organization as a whole.

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MAIN TRANSACTIONSBoss: (Angrily) Why did you fail do this task correctly? (Parent)

Emp: I thought this how it’s done, I did my best honestly! (Child)

Boss: But didn’t you get the detailed email? (Parent)

Emp: I guess I did it right according to the email. (Child)

Boss: You guess? What do you mean you guess? (Parent)

Emp: But I confirmed and then did it how I thought was right. (Child)

Boss: Confirmed from whom? You are careless! (Parent)

Emp: Don’t you remember? I called you, and you said that I should do it how I found it fit. (Child)

Boss: But that didn’t mean you do it all wrong! (Parent)

Emp: Can you tell me where is the room for improvement so I can work on it? (Child)

Boss: Hmmm ……. it can be improved! (Parent)

Emp: But where exactly? (Child)

Boss: Well your presentation is all wrong! Make it better! (Parent)

Emp: Better in content or the presentation? (Child)

Boss: Both! (Parent)

Emp: So what do you want me to do now? Do it again from scratch? (Child)

Boss: Well there are no marks for guessing, do it all over again! (Parent)

Emp: Oh, alright if you say so! (Child)

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Boss: Aright see you tomorrow then. (Parent)

ALTERNATIVE TRANSACTIONSBoss: (Angrily) Why did you fail do this task correctly? (Parent)

Emp: I think it’s fine, what seems to be the problem? (Adult)

Boss: You got the detailed email? Then why didn’t you follow it? (Parent)

Emp: I did, its according to the email. (Adult)

Boss: Oh really! I don’t think so! (Parent)

Emp: But I confirmed from you and then did it how I saw as right. (Adult)

Boss: Confirmed from whom? You are careless! (Parent)

Emp: I called you, and you said that I should do it how I found it fit. And that’s how I did it! (Adult)

Boss: But that didn’t mean you do it all wrong! (Parent)

Emp: Can you tell me where it can be improved? Cause its fine in my opinion. (Adult)

Boss: Hmmm ……. it can be improved! (Parent)

Emp: How much and where? (Child)

Boss: Well your presentation is all wrong! Make it better! (Parent)

Emp: Better in what way? In content or the presentation? Can you be more specific, please? (Adult)

Boss: Both! (Parent)

Emp: It would be really helpful if you told me what’s your idea of going about it? (Adult)

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Boss: Just bring up to specification in the email and make it all look better. (Parent)

Emp: (Raising an eyebrow) I think I can do that. (Adult)

Boss: Good, see you tomorrow than. (Parent)

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“GAME 12: SABOTAGE”PARENT/ CHILD TRANSACTIONS

SITUATION: People competing for a promotion

ULTERIOR MOTIVE:The game has three participants. One of them is the boss. The other two are subordinates competing for a position.Boss: the boss comes of as weak, insecure and gossipy. He is not really sure of the validity of his choices and is consequently looking for reassurance which is why he finds himself so easily manipulated by his two subordinatesAli: Ali is an ambitious direct young man who wants the promotion very badly and who believes in doing anything in his power to bring it about even if he has to resort half truths to achieve his ends.Omar: Omar is another ambitious executive. However he is more subtle and manipulative than Ali is. While Ali was very direct about his motivations, Omar didn’t even mention his interest in the promotion.

PURPOSE OF GAMEThe purpose of the game is to show a typical situation that occurs these days when a number of people are competing for the same position and the alternative is meant to show how a boss can deal with the game in a better manner to guide this competitive energy towards a more positive outlet.

STROKINGThe common player in this game is obviously the boss who is receiving and dispensing the stroking. Both employees want the boss to think that he is their confidant, thus indicating to him his importance. The boss, as already mentioned wants reassurance or rather validation for the choice that he has made.

OVERALL EFFECTThe game is a study of ambition, passion and competitiveness that can exist in a company and how employees can destroy each other because of the above mentioned characteristics. However, the game also allows us to see how supervisors actually manage to encourage this behavior.

MAIN TRANSACTIONS

Ali (strides into the bosses office and sits down without permission): “Sir have u thought of who will take over the VP Promotions spot once Mr.Waseem retires?” (Parent)

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Boss (clears his throat and fumbles through the files on his desk): “Yes Ali I have been going over all the people who could potentially fill his place and I’ve narrowed it down to two candidates. One of them is you. The other is Omar.” (Child)

Ali (leans forward and frowns): “Well that’s wonderful news. But why Omar? I mean I’ve been with the company 3 years longer than Omar and Omar isn’t exactly the most consistent guy.” (Parent)

Boss (Fidgets with the pencils in his pencil holder and avoids Ali’s gaze): “That’s surprising. I always thought you and Omar worked wonderfully together. And all of Omar’s supervisors were very happy with his performance. What makes you say he’s inconsistent?” (Child)

Ali: “Well sir, I don’t want to backbite but Omar’s flighty. When we worked together I not only had to do my work but complete half of his as well. He starts tasks and then loses interest and leaves them halfway.” (Slaps the desk with his palm to underscore his point)

Boss (scratches his head): “Why are you telling me this now? I mean…maybe you should have reported this to your supervisor?”

Ali (Leans back and relaxes in his chair): “I really didn’t want to be the office snitch and report him. I mean Omar is a nice guy and I didn’t want to get him into trouble. After all, everyone has faults. It’s just that he’s not the most responsible guy.” (Parent)

Boss: “I’m really glad you told me this now Ali. You might just have prevented me from making a big mistake.” (Child)

Ali (leans forward to shake the boss’s hand): “I just want what’s best for this company and you sir. I don’t want you to make a wrong decision that could have negative consequences for you.” (Parent)

Boss: “I appreciate your dedication Ali. It’s good to know I have someone looking out for me out there on the floor.” (Child)

(Ali exits. Of course he can’t keep his mouth shut. Soon the entire department knows he is in the running for the promotion along with someone else)

Omar (leans into the boss’s office and asks uncertainly): “Hello Sir. You aren’t busy are you?” (Child)

Boss: “Well…it can wait. Come in Omar.” (Child)

Omar (sits down on the edge of his seat): “Thank you. Sir I needed to bring something to your attention.’ (Child)

Boss: “Really? What’s that Omar?’ (Child)

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Omar (looks down at his hands): “Well…I don’t know whether I should tell you about this.” (Child)

Boss (leans forward eagerly): “Tell me what Omar?” (Child)

Omar (clears his throat): “Well…sir…you know I’ve made it a policy never to get involved in office politics or complain about my colleagues. I like to keep to myself and not get involved with all the goings-on between the big guns.” (Child)

Boss (smiles and starts playing with his pencil): “Yes yes Omar. That’s very true. But everyone’s human. We all need to express our thoughts now and then.”

Omar: “Yes well it’s Ali. Sir he’s been acting really strange lately. I’m actually quite concerned. I think he’s suffering some sort of breakdown because of his divorce. He’s been really abrasive and rude lately. He snaps at everyone. Yesterday he almost had his assistant in tears. I know it may not be my place to venture a medical opinion but I think he’s burning out from the stress of his job. Not everyone can handle such high pressure jobs u know.” (Child)

Boss: “Really?” (Sighs). Well…this sure complicates things. Have you heard that I might recommend Ali for VP Promotions? Now I don’t know what to do.” (Child)

Omar (Covers his mouth with his hands in horror): “Oh no sir! I hadn’t heard that. I feel terrible now. If I’d known he was a candidate for the position I never would have come to you. If he finds out, he will be so mad. I was just really concerned for him and I thought if I told you, you could help him.” (Child)

Boss: “That’s very sincere of you Omar. Don’t worry our conversation wont leave this room. I just don’t know how I’m going to break the news to him. Thank you so much, Omar.” (Child)

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ALTERNATIVE:

Ali (strides into the bosses office and sits down without permission): “Sir have you thought of who will take over the VP Promotions spot once Mr.Waseem retires?” (Parent)

Boss: “Yes, Ali I have been going over all the people who could potentially fill his place, right now I have short listed you and Omar. Probably his replacement will be announced within the week.” (Adult)

Ali (leans forward and frowns): “Well that’s wonderful news. But why Omar? I mean I’ve been with the company 3 years longer than Omar and Omar isn’t exactly the most consistent guy.” (Parent)

Boss: “That’s surprising. Well all of Omar’s peers were very happy with his performance. That’s good enough for me.” (Adult)

Ali: “Well sir, I don’t want to backbite but Omar’s flighty. When we worked together I not only had to do my work but complete half of his as well. He starts tasks and then loses interest and leaves them halfway.” (Slaps the desk with his palm to underscore his point) (Parent)

Boss: “Why are you telling me this? You should have reported this to your supervisor, the record of his performance that I have tells me that he is good enough to be considered for this promotion and that is what I’m doing.” (Adult)

Ali (Leans back and relaxes in his chair): “I really didn’t want to be the office snitch and report him. I mean Omar is a nice guy and I didn’t want to get him into trouble. After all, everyone has faults. It’s just that he’s not the most responsible guy.” (Parent)

Boss: “So what’s forcing you to become one now? Anyway, don’t bother yourself with such matters. Rest assured the committee will come-up with the right decision.” (Adult)

Ali (leans forward to shake the boss’s hand): “I just want what’s best for this company and you sir. I don’t want you to make a wrong decision that could have negative consequences for you.’ (Parent)

Boss: “Appreciated, but It would be better if you did your job and let me do mine.” (Parent)

(Ali exits. Of course he can’t keep his mouth shut. Soon the entire department knows he is in the running for the promotion along with someone else)

Omar (leans into the boss’s office and asks uncertainly): “Hello Sir. You aren’t busy are you?” (Child)

Boss: “Come on in.” (Parent)

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Omar (sits down on the edge of his seat): “Thank you. Sir I needed to bring something to your attention.” (Child)

Boss: “Oh Really?”(Parent)

Omar (looks down at his hands): “Well…I don’t know whether I should tell you about this.” (Child)

Boss (eases in his chair): “Tell me what Omar?” (Parent)

Omar (clears his throat): “Well…Sir…you know I’ve made it a policy never to get involved in office politics or complain about my colleagues. I like to keep to myself and not get involved with all the goings-on between the big guns.” (Child)

Boss (smiles): “Yes yes Omar. That’s very true. But everyone’s human. We all need to express our thoughts now and then.” (Adult)

Omar: “Yes, well it’s Ali. Sir he’s been acting really strange lately. I’m actually quite concerned. I think he’s suffering some sort of breakdown because of his divorce. He’s been really abrasive and rude lately. He snaps at everyone. Yesterday he almost had his assistant in tears. I know it may not be my place to venture a medical opinion but I think he’s burning out from the stress of his job. Not everyone can handle such high pressure jobs you know.” (Child)

Boss: “Really?” (Sighs) “Let me talk to him about it.” (Adult)

Omar (Covers his mouth with his hands in horror): “Don’t let him know that I told you about this cause if he finds out, he will be so mad. I was just really concerned for him and I thought if I told you, you could help him.” (Child)

Boss: “Our conversation won’t leave this room. You don’t worry I’ll sort it out.” (Parent)

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GAME13: “SOWING SEEDS OF DISSENSION”PARENT/ PARENT/ CHILD

SITUATION:The game shows a situation in which the boss is jealous and insecure about the budding friendship between two of his executives.

ULTERIOR MOTIVE:Again there are three parties involved in this transaction. There motivation to participate in the transaction is given below;Boss: the boss heard about a blossoming friendship between two of his executives and feels somehow threatened by this phenomena. He wants to be the one to whom all the executives come for advice and support.Ali: he is more vocal and stronger about his objections to what his boss tells him and is bewildered when he hears that Omar, who he had helped get the job, might be the one who is sabotaging his career and reputation in the company.Omar: Omar is weaker and more susceptible to his boss’s manipulation than Ali proved to be perhaps because he has not been at the company as long as Ali has. He starts off the meeting unsure and defensive.

PURPOSE OF THE GAME:The purpose of this game is to show what happens in an organization in which employees begin the process of mutual adjustment and how an insecure boss may try to prevent it from happening.

STROKING:The boss is providing most of the stroking because he wants to be the recipient of the stroking that his employees are giving each other. He expects that once he eliminates the relationship between these two employees he’ll be the one who gets stroked by both of them thus soothing his ego and putting his insecurities to rest.

OVERALL EFFECT:The overall effect of the game is to show the negativity that bosses themselves can cause within their companies and how they can stunt a company’s growth due to their own insecurities.

MAIN TRANSACTIONSPrologue: Ali and Omar are two executives at a company and despite the cutthroat competition and dog eat dog environment fostered by the top management, they’re good friends. They often seek each others help, have lunch together a few times a week and help each other on important deadlines. This cooperation between the MD’s has encouraged a friendlier attitude amongst their respective

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departments, which was an unheard of concept in the company. When the boss learned of this friendship, he called Ali and Omar separately into his office. Ali had the first appointment.

Boss (Gestures imperiously towards the chair in front of his desk): Ali, sit down. I have something very important to discuss with you. I’ve heard some very disturbing news. It seems that a lot of people in your department are beginning to question your abilities as an MD. (Parent)

Ali (sits down and leans back relaxed): but why Sir? My department’s performance has been the better than ever. In fact we’ve set a new record with the targets we have achieved this quarter. (Parent)

Boss (frowns at Ali): it’s not your department’s performance that has been questioned. It’s your capability as a leader. It seems that people are beginning to wonder if you are so incapable of doing your job that you have to ask other people to do it. Omar for example. (Parent)

Ali (Stands up indignantly): but I’ve never asked Omar to do anything for me. We’re just friends and we toss ideas off each other once in a while but that’s all there is to it. Whatever gave you the idea that I was getting him to do my job? (Parent)

Boss (leans back in his chair and regards Ali coolly): I don’t have this idea but your subordinates certainly do. And since it’s just the two of you working together there is only one person they could have gotten the idea that you were delegating to Omar. (Parent)

Ali (laughs in disbelief): from Omar? But I recommended Omar to this company. Without me he would have no job here. He wouldn’t turn on me like this! (Parent)

Boss (stands up and starts examining his bookcase nonchalantly): it seems he has. Come on Ali. (smiles conspirationally) You’re an experienced manager. You know how easy it is for men to get blinded by ambition. Look I understand sometimes how hard it can be for you guys to function here without the slightest cooperation from anyone. However, that can’t be helped. (Spreads his hands) We ask for the best employees but the best are usually very jealous of people of the same caliber. I just want you to know that if you want moral support or friendship or anything else, that what I’m here for. So next time you have any problems, consider my door always open for you. (Parent)

Ali (Leans forward to shake hands with the boss): Thank you sir. This whole Omar thing has come as quiet a shock but I really appreciate you saying all this. It’s reassuring to know you’re always here. (Parent)

Omar: May I come in sir? (Child)

Boss: Yes, Omar come in. sit down. (Parent)

Omar sits down and says nervously “am I in trouble sir?” (Child)

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Boss: No Omar. I just wanted to ask your opinion about something…well someone to be precise. What do you think of Ali? (Parent)

Omar (looks up in surprise): Ali? He’s a very nice guy sir. He’s very hard working, quite friendly and helpful. (Shrugs) We’re good friends. (Child)

Boss (leans towards Omar and looks him in the eyes): are you quiet sure about that? Because he doesn’t seem to harbor the same feelings for you. (Parent)

Omar shifts around uncomfortably “what do you mean sir? (Child)Boss (leans back and maintains eye contact): Look Omar you seem like a nice guy and I don’t want to see you stabbed. This company has a very competitive culture. There are no friends here. (Parent)

Omar shakes his head frantically and says: but that’s such a very cynical outlook. I know most of the people wouldn’t stop to help you if you were dying but Ali isn’t like that. (Child)

Boss (smiles derisively): I would admire your optimism if I didn’t know that you’re naiveté would end up putting you in a very precarious position here. Omar, Ali is not a friend of yours. In fact, he was in here only moments ago complaining about you. He made it sound like you should be fired. (Parent)

Omar looks at the boss in shock: “but what would make him say that? I’m always really nice to him. And I honestly thought we were good friends. (Child)

Boss: that’s what I’m trying to explain to you. I only told you this for your own good. Don’t ever fall into the trap of thinking that any of these guys are your friends. They’re your competitors. For them you will always be an enemy that they need to show up. (Parent)

Omar: thank you so much for telling me this sir. I would never have suspected it. (Child)

Boss (Pats Omar on the back as he escorts him out the door): I told you this because even though you don’t have any friends amongst your colleagues, I want you to know that you can consider me your ally here. If you have any problems with your colleagues, you should always come to me and tell me. I’ll take care of things for you. (Parent)

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ALTERNATIVE:

Boss (Gestures imperiously towards the chair in front of his desk): Ali, sit down. I have something very important to discuss with you. I’ve heard some very disturbing news. It seems that a lot of people in your department are beginning to question your abilities as an MD. (Parent)

Ali (sits down and leans back relaxed): My department’s performance has been better than ever. In fact we’ve set a new record with the targets we have achieved this quarter. (Parent)

Boss (frowns at Ali): it’s not your department’s performance that has been questioned. It’s your capability as a leader. It seems that people are beginning to wonder if you are so incapable of doing your job that you have to ask other people to do it. Omar for example. (Parent)

Ali (Stands up indignantly): but I’ve never asked Omar to do anything for me. We’re friends and we toss ideas off each other once in a while but that’s all there is to it. Whatever gave you the idea that I was getting him to do my job? (Parent)

Boss (leans back in his chair and regards Ali coolly): I don’t have this idea but your subordinates certainly do. And since it’s just the two of you working together there is only one person they could have gotten the idea that you were delegating to Omar. (Parent)

Ali (laughs in disbelief): from Omar? Why don’t we call Omar and ask him? (Adult)

Boss (stands up and starts examining his bookcase nonchalantly): Well I don’t think it’s a great idea. Come on Ali. (smiles conspirationally) You’re an experienced manager. You know how easy it is for men to get blinded by ambition. Look I understand sometimes how hard it can be for you guys to function here without the slightest cooperation from anyone. However, that can’t be helped. (Spreads his hands) We ask for the best employees but the best are usually very jealous of people of the same caliber. I just want you to know that if you want moral support or friendship or anything else, that what I’m here for. So next time you have any problems, consider my door always open for you. (Parent)

Ali: Thank you for your support but I would like this matter to be sorted out between all three of us, right NOW! In my opinion it’s for the better of all of us. (Adult)

Boss (caught off guard): Well maybe sometime later. I have a meeting coming up, later then. (Parent)

(Once the boss hastily wraps up the conversation, he looks forward to the potential trouble he is in but still calls upon Omar and keeps up with his plan)

Omar: May I come in sir? (Child)

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Boss: Yes, Omar come in. sit down. (Parent)

Omar sits down and smiles: “Am I in trouble sir?” (Child)

Boss: No Omar. I just wanted to ask your opinion about something…well someone to be precise. What do you think of Ali? (Parent)

Omar (looks up in surprise): He’s a very nice guy sir. He’s very hard working, quite friendly and helpful. I would attribute a bulk of my success at the company to him. (Adult)

Boss (leans towards Omar and looks him in the eyes): are you quiet sure about that? Because he doesn’t seem to harbor the same feelings for you. (Parent)

Omar shifts around uncomfortably: “what do you mean Sir? (Child)

Boss (leans back and maintains eye contact): Look Omar you seem like a nice guy but this company has a very competitive culture. There are no friends here. (Parent)

Omar: I know most of the people wouldn’t stop to help you if you were dying but I can say with much confidence that Ali certainly isn’t like that. (Adult)

Boss (smiles derisively): I would admire your optimism if I didn’t know that you’re naiveté would end up putting you in a very precarious position here. Omar, Ali is not a friend of yours. In fact, he was in here only moments ago complaining about you. He made it sound like you should be fired. (Parent)

Omar looks at the boss surprised: Oh really? That’s a surprise! we were just outside talking about how we could work together on the upcoming project? I’m sure he has some confidence in me. (Adult)

Boss: that’s what I’m trying to explain to you. I only told you this for your own good. Don’t ever fall into the trap of thinking that any of these guys are your friends. They’re your competitors. For them you will always be an enemy that they need to show up. (Parent)

Omar: Thank you for telling me this sir but I think I can lookout my own back. (Adult)

Boss (Pats Omar on the back as he escorts him out the door): I told you this because even though you don’t have any friends amongst your colleagues, I want you to know that you can consider me your ally here. If you have any problems with your colleagues, you should always come to me and tell me. I’ll take care of things for you. (Parent)

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“GAME 14: FIRING THE EMPLOYEE”PARENT/ CHILD TRANSACTION

ULTERIOR MOTIVE:Supervisor: wants to ultimately fire the employee but along the way he also wants to absolve himself and the company of any blame for the employees sub par performance. Employee: the employee wants to avoid all responsibility for his performance and results and therefore wants to find a suitable scapegoat. As always he hits upon that perfect scapegoat, “the system”.

PURPOSE OF THE GAME:The purpose of the game is to illustrate all that can go wrong in a sensitive situation such as when a company ahs to let an employee go due to bad performance. There is no right way to do it but like the alternative shows there is a better way to handle it to minimize bitterness than the way it was handled in the first instance.

STROKING:The stroking that was going on in this game is negative. Since the outcome is predetermined as a negative one, the supervisor starts off abrasive and critical. At the employee’s quivering response where he should have shifted to a softer personality, he continued in his previous mode till he put the employee completely on the defensive.

OVERALL EFFECT:This game shows how bosses can ruin a company’s image and reputation by being insensitive to employees being fired. True the employee was no asset to the company but that didn’t mean that he should have been pushed to being an enemy. Instead with a little tact, the whole situation could have been neutralized.

MAIN TRANSACTIONS Supervisor (folds both hands on the table and regards the employee over his glasses): “Qasim. Do you know why you are here today?” (Parent)

Qasim (wets his lips nervously): “Er…I cant really say sir.” (Child)

Supervisor frowns and says: “come on Qasim. You cant be that oblivious. This is regarding your abysmal performance this month.” (Parent)

Qasim shuffles his feet and mumbles: “I…I’ve just been having problems adjusting to the new team sir. They all make me feel like such an outcast. (Child)

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Supervisor: “The team has been here for almost two quarters now Qasim. It’s long past time that you stop using the team as an excuse.” (Parent)

Qasim: “But everything has changed because of them. They don’t let me do ay of the tasks that I want and whenever I do manage to do something I like, they take the credit away from me.” (Child)

Supervisor (taps his foot impatiently): “I’ve heard all these excuses before. You’re an adult Qasim. I don’t have time to baby sit you all the time. These are issues that you should have dealt with yourself a long time ago.” (Parent)

Qasim: “But I informed you of these problems at the last evaluation meeting. I told you what they were doing to me. I can’t work when I feel like they’re constantly breathing down my neck, waiting for me to fail.” (Child)

Supervisor: “And I distinctly remember telling you that you would have to resolve your issues because the team is here to stay. However, I don’t seem to have made an impression on you for your performance is even worse than it was then.” (Parent)

Qasim: “But…I did try. I just don’t know where I went wrong. You have to believe me, please.” (Child)

Supervisor: “I’m sure you did. But, considering the almost constant downslide your performance has taken and your complete lack of initiative, I’m afraid the company will have to let you go.” (Parent)

Qasim: “Let me go? What do you mean let me go?” (Child)

Supervisor: “I mean you’re being fired Qasim. You’re services are no longer required here. You may take the rest of the day emptying out your desk.” (Parent)

Qasim: “But I can’t be fired. I didn’t do anything wrong. I promise I’ll try to improve. If you fire me now, I’ll have no way to pay the lease due on my house.” (Child)

Supervisor: “Well you should have thought of that before you became so complacent about your position in the company. You certainly had plenty of warning that such an eventuality could take place.” (Parent)

Qasim: “This is not fair. I haven’t even been given a chance to appeal this decision. All of this is not my fault. This appraisal system only measures my output. It doesn’t have any concern with any obstacles I may be facing in the course of my work.” (Child)

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Supervisor: “Typical. Now like every other employee trying to escape blame, you’re going to blame the evaluation system. You’re evaluation was completely objective Qasim. If it wasn’t, you wouldn’t be the only one making these wild baseless accusations. “(Parent)

Qasim: “I’m being persecuted. This is basically a witch hunt. You always wanted to get rid of me just like you got rid of the rest of my department.” (Child)

Supervisor: “You’re being overly dramatic and this conversation is becoming very distasteful. The decision is final whether you accept it or not. You cannot come to work from tomorrow onwards.” (Parent)

Qasim: “You will regret this decision. I may not be worth much right now but one day soon you’ll regret this meeting.” (Child)

ALTERNATIVE TRANSACTIONS:Supervisor: “Please come in and sit down Qasim. I’m afraid I have some bad news.” (Adult)

Qasim (wets his lips nervously): “Er…what news is that sir?” (Child)

Supervisor: “I’m going to be straight with you Qasim. The company has decided to let you go.” (Adult)

Qasim: “Let…let me go? But why?” (Child)

Supervisor hands a file to qasim and opens a copy himself: “Well it says here that you have been late on average at least 3 days a week for the past two months, you’ve not been able to meet a single deadline in the same amount of time and you spend most of your time sitting at your desk making personal calls..” (closes file and regards Qasim calmly over it) (Adult)

Qasim’s looks down, swallows nervously and says: “I…I…made the calls from my own cell phone…”(trails off weakly) (Child)

Supervisor: “Look Qasim…it’s past time to make recriminations. I don’t wasn’t to make wild accusations at you and end this meeting in a distasteful. You had such a promising start. What went wrong?” (Adult)

Qasim looks down at the table, “I’ve told you I’m having trouble adjusting to the changes being made in the structure since the past year.” (Child)

Supervisor: “True you have and I remember having a number of sessions with you by the end of which you also agreed that though these changes made you uncomfortable, you understood their significance to our performance. I wonder…”(Adult)

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Qasim looks up, catches the supervisors eye and looks down hastily again (Child)

Supervisor sighs, walks over and puts his hand on Qasim’s shoulder and says: “Qasim is everything all right in your personal life? Because all the signs point to some sort of stress and I’m beginning to think that it may originate from you’re home.” (Adult)

Qasim looks up at the supervisor but doesn’t say anything (Child)

Supervisor: “Well…I’m not going to force you to divulge information that you don’t feel comfortable sharing. I just want you to know that I think if something is bothering you this badly, you should talk to someone about it. If you’re not comfortable talking to me that’s fine. But if you are I’ll try to find a solution to your problems regardless of whether you work here or not.” (Adult)

Qasim maintains eye contact and says in a subdued voice: “You’re analysis is right and I appreciate what you have said. I’ll keep it in mind if I ever feel like I need to talk. “(Adult)

Supervisor: “Fair enough. And I don’t want you to worry about getting a bad recommendation. If you promise to take it easy for a while and sort out your problems before you apply for another job, I’ll make sure I give recommendation reflective of the real Qasim.” (Adult)

Qasim: “Thank you sir. That is perhaps more than I deserve considering my recent behavior.” (Adult)

Supervisor: “Don’t thank me yet Qasim. Like I said I need to be reassured you have your affairs in order before I come through on the recommendation. You will get two weeks pay in addition to your wages for this period. Look at this time as a blessing in disguise and use it to give time at home and sort out your problems. That is my suggestion to you.” (Adult)

Qasim: “You’re absolutely right. I will. And sir I just want you to know that though I enjoyed my first few years here a lot and especially my time with you, you are not at fault as far as the deterioration of my performance here. I’d begun to realize a long time ago that I wasn’t suited to this industry and such a high-pressured job.” (Adult)

Qasim rises and offers his hand for the supervisor to shake. (Adult)

Supervisor rises as well, shakes hands with qasim and escorts him to the door. (Adult)

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“GAME 15: BEWARE THY CUSTOMER”

PARENT/ CHILD TRANSACTION

ULTERIOR MOTIVES:

Customer: the customer is a distinctly defensive and dissatisfied one. Most customers in her place would feel justified in being rude but she seems to get defensive and downright petulant every time there is so much as a hint that the other person thinks she may not know how to use the product in the correct manner.

Employee: the employee is complacent in the beginning and when she grasps the potential seriousness of the situation she immediately switches attitudes to one that is more suited to her role as front desk personnel. However, she still remains condescending and refuses to believe that the problem may lie with her company’s product. Instead she very blatantly implies that the customer is at fault and ultimately ends up losing a customer for her company.

PURPOSE OF THE GAME:

This game basically shows the problems that can arise when expectations of the people involved in a transaction are not equal and how sensitive and potentially explosive such an exchange can be especially in an organizational setting and even more importantly when it involves a company’s internal and external customers.

STROKING:

When the customer approaches the employee, annoyed she justifiably expects the employee to admit the mistake of the company and rush to set things right. She also expects the company, through the employee to show that her patronage is appreciated and desired by the company, that she is considered a valued customer.

The employee on the other hand is obviously either inexperienced or not well trained because her first impression is uncaring and she does not complete the transaction initiated by the customer in a satisfactory manner, thus exacerbating the problem.

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OVERALL EFFECT:

The overall effect of the game is pretty negative and it shows a situation that front desk employees often face when dealing with irate customers. The alternative shows a better more tactful way to handle the problem.

MAIN TRANSACTION

Customer walks up to the front desk and says: “excuse me. I’ve been trying and trying to get someone’s attention but no one listens here. My sim isn’t working.” (Child)

Employee continues to examine her nails and responds without looking up: “have you tried inserting it in the phone?” (Parent)

Customer: “of course I inserted it in the phone first. It keeps giving me an insert sim card message!” (Child)

Employee (still sitting in a relaxed way and not establishing eye contact): “are you sure you’re inserting it the right side up?” (Parent)

Customer (hunches her shoulders and snaps): “don’t treat me like an imbecile. I’ve been using cell phones for years. I think I’ve learnt to insert a sim card by now.” (Child)

Employee: “I’m sure you do. I just thought that you could have made a mistake. It happens all the time.” (Waves her hand around dismissively) (Parent)

Customer (pouts and says petulantly): “you’re trying to cover up the fact that you thought I didn’t even know how to use a sim card right aren’t you? It’s what you thought in the beginning.” (Child)

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Employee (remains seated but sits up straighter): “ma’am I assure you these are standard questions we ask everyone. There was nothing personal intended.” (Parent)

Customer (worries the rings on her fingers and says): “nice try. The services here are terrible. Maybe I should try another company, one that appreciates me more.” (Child)

Employee (makes eye contact with the customer and states): “ma’am I apologize for any negative image I may have given you. I’ll personally make sure your problem is solved.” (Parent)

Customer (flips her hair back irritably and says): “finally. It seems a tantrum is the only way to get you peoples attention. I never mean for things to turn out like this but there seems to be no other way to get service around here.” (Child)

Employee (stands up and leans forward over the counter): “again I apologize madam. Our sims never malfunction which is why your problem threw me off course.” (Parent)

Customer (twists her hands together and looks down at the counter): “well I didn’t do anything wrong. It hasn’t been working since I bought it. I think you should get the sim itself checked.” (Child)

Employee (holds out her hand and says firmly): “may I please see your mobile set? “(Parent)

Customer (rummages through her bag hurriedly): “well…ok. But why do you want my set? I’ve told you the set is ok. It has to be the sim.” (Child)

Employee (pats the customers shoulder soothingly and says): “I’m sure it is but I just need to test it on something once. Now please show me your cell phone.” (Customer gives up her phone. The employee proceeds to open it up and put the sim in the required slot) (Parent)

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Customer (bites her lip vexedly): “why are you inserting the sim back in? I already told you it doesn’t work. I wasn’t lying you know. What if it ruins my phone?” (Child)

Employee (peers at the customer over her glasses): “if something happens to your phone because of a fault on our part, I’ll make sure that we replace it for you.” (Parent)

Customer (shrugs in annoyance and says sharply): “No thank you. I keep saying that it’s a problem with the sim but none of you will believe me. I think I’ll just go buy another one from another company.” (Child)

Employee (looks down her nose at the customer and says coolly): “ma’am I assure you our sims go through a rigorous quality check. There’s minimal chance of their malfunctioning. However, if you would like to go to someone else be my guest. You will find that they will only confirm my diagnosis.” (Parent)

ALTERNATIVE TRANSACTION:

Customer walks up to the front desk and says: “excuse me. I’ve been trying and trying to get someone’s attention but no one listens here. My sim isn’t working.” (Child)

Employee straightens up, smiles and says: “well you have come to the right place. Have you got the sim with you.” (Adult)

Customer sighs impatiently and says: “well of course. How silly would I be to come complain about a sim but not bring it with me?” (Child)

Employee: “im sorry madam. I meant no disrespect. May I see the sim” (Adult)

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Customer rummages through her bag, locates the sim and hands it to the employee: “be careful with it. If you ruin it further im not paying for the extra damages. “(Child)

Employee keeps smile in place and gives customer a reassuring glance. “Don’t worry madam, if the sim is brand new and it’s a problem on our end, we’ll fix it for you for free.” (Adult)

Customer sighs huffily and says: “well I should hope so.” (Child)

Employee continues to examine the sim patiently and says: “ma’am may I please see your mobile set?” (Adult)

Customer looks reluctant and says: “my mobile set? Why? My mobile set is new. The fault cant be with the set. It’s your stupid sim.” (Child)

Employee continues to hold her hand out patiently and says evenly: I’m sure there is nothing wrong with the set. It’s just that these sims can be a little tricky to insert sometimes. Perhaps that’s the problem you are facing. (Adult)

Customer folds her arms and hunches her shoulders defensively and says in rising tones: you are just like the others! I KNOW how to insert a simple sim! I have been managing the feat for quiet a couple of years now! (Child)

Employee says placatingly: I’m sure you have madam. All I’m saying is there are these new sets in the market which have redesigned the sim space. It can get a little confusing. It took me several tries before I got used to it myself. (Adult)

Customer: really? I didn’t know that. They should mention these things in the manual! (Child)

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Employee: they have started doing so recently after they received a number of complaints from frustrated customers but the sets that were sold before didn’t have the notification. (Adult)

Customer: no wonder I was having problems with the sim. It’s all the mobile manufacturer’s fault. I’m sorry I was so rude before. It’s just that I was at my wits ends about what to do with it. (Child)

Employee smiles while she slips the sim into place and snaps the cell phone shut: you’re frustration was completely understandable. There! All done, problem solved! Have a nice day! (Adult)

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