Role play exercises for conflict resolution may include conflict with a customer over a store returns policy, conflict between managers over scarce budget resources, or conflict with a poor-performing colleague about contribution in the workplace. Role playing allows employees to learn from their own experiences and from others in a safe environment, while still dealing with accurate real-life situations. This helps them to develop their confidence and interpersonal skills.
One person may act as a customer who wants to return an item that the store cannot accept, and another person may act as a clerk. Alternatively, one person may act as a manager who is angry that someone else was given credit for his work. Managers must be able to deal with conflicts such as these.