An Association of Marketing Students®

Preliminary Round #1

OCCUPATIONAL CATEGORY
Quick Serve Restaurant Management Series

INSTRUCTIONAL AREA
Communications and Interpersonal Skills		

PARTICIPANT INSTRUCTIONS

PROCEDURES

1.	The event will be presented to you through your reading of these instructions, including the Performance Indicators and Event Situation. You will have up to 10 minutes to review this information to determine how you will handle the role-play situation and demonstrate the performance indicators of this event. During the preparation period, you may make notes to use during the role-play situation.

2.	You will give an ID label to your adult assistant during the preparation time.

3.	You will have up to 10 minutes to role-play your situation with a judge (you may have more than one judge).

4.	You will be evaluated on how well you meet the performance indicators of this event.

5.	Turn in all your notes and event materials when you have completed the role-play.

PERFORMANCE INDICATORS 

1.	Foster positive working relationships.

2.	Respect the privacy of others.

3.	Demonstrate problem-solving skills.

4.	Use appropriate assertiveness.

5.	Explain the nature of stress management.

EVENT SITUATION

You are to assume the role of manager of a deli. You have received quite a few customer complaints concerning an employee (judge). The employee (judge) is aware that customers have complained to you. Also, the employee (judge) has been late a number of times during the last month and has been lazy in keeping the deli counter clean, well stocked, and attractively displayed.

These problems are probably symptoms of the employee’s (judge’s) inability to focus on work lately due to the second full-time job he/she has taken on. Also, the employee’s (judge’s) car broke down last month and needs major repair before he/she will again have reliable transportation again. You are aware that because of these challenges, the employee (judge) is getting very little sleep.

You have asked the employee (judge) to meet with you in your office. You are very concerned about keeping the employee (judge) on at the deli because it has affected business. Customers are dissatisfied and other employees are upset because they are covering for the employee (judge) when he/she is late, and they are doing more work because of his/her lack of initiative. This has really disappointed you because this employee had shown quite a bit of potential. You had even considered training him/her for a management position in the future. During your discussion with the employee (judge) you are to outline the course of action you have chosen to deal with this issue.

The role-play will take place in your office. The employee (judge) will begin the role-play by asking what you wanted to see him/her about. Once you have made your presentation and have answered the employee’s (judge’s) questions, the employee (judge) will conclude the role-play.

JUDGE’S INSTRUCTIONS

DIRECTIONS, PROCEDURES AND JUDGE’S ROLE

In preparation for this event, you should review the following information with your event manager and other judges:

1.	Procedures

2.	Performance Indicators 

3.	Event Situation

4.	Judge Role-Play Characterization
Participants may conduct a slightly different type of meeting and/or discussion with you each time; however, it is important that the information you provide and the questions you ask be uniform for every participant.

5.   Judge’s Evaluation Instructions

6.	Judge’s Evaluation Form
Please use a critical and consistent eye in rating each participant.

JUDGE ROLE-PLAY CHARACTERIZATION

You are to assume the role of employee in a deli. Recently your manager (participant) has received quite a few customer complaints concerning your work performance. You are aware of these complaints. Also, you have been late a number of times during the last month and have been lazy in keeping the deli counter clean, well stocked, and attractively displayed.

These problems are probably symptoms of your inability to focus on work lately due to the second full-time job you have taken on. Also, your car broke down last month and needs major repairs before you will again have reliable transportation. Because of these challenges, you are getting very little sleep.

Your manager (participant) has asked to meet with you in his/her office. He/She is very concerned about keeping you on at the deli because it has affected business. Customers are dissatisfied and other employees are upset because they are covering for you when you are late, and they are doing more work because of your lack of initiative. This has really disappointed the manager (participant) because you have shown quite a bit of potential. The manager (participant) had even considered training you for a management position in the future. During your discussion, the manager (participant) is to outline the course of action he/she has chosen to deal with this issue.

The role-play will take place in the manager’s (participant’s) office. You are to begin the role-play by asking what the manager (participant) wanted to see you about. During the course of the role-play you are to ask the following questions of each participant:

1.	Can I adjust my hours until I get my car fixed? If I could be scheduled to arrive one hour later, this would fit better with my transportation..

2.	All of this is because of my car. Once my car is fixed I will be back on track. Can’t we just forget about all of this? I have been a good employee and I promise to do better.

3.	How can I make this up to you and the other employees?

Once the manager (participant) has made his/her presentation and has answered your questions, you are to conclude the role-play.

You are not to make any comments after the event is over except to thank the participant.

JUDGE’S EVALUATION INSTRUCTIONS

Evaluation Form Information

The participants are to be evaluated on their ability to perform the specific performance indicators stated on the cover sheet of this event and restated on the Judge’s Evaluation Form. Although you may see other performance indicators being demonstrated by the participants, those listed in the Performance Indicators section are the critical ones you are measuring for this particular event.

Evaluation Form Interpretation

The evaluation levels listed below and the evaluation rating procedures should be discussed thoroughly with your event chairperson and the other judges to ensure complete and common understanding for judging consistency.

Level of Evaluation	Interpretation Level	
		
Excellent	Participant demonstrated the performance indicator in an extremely professional manner; greatly exceeds business standards; would rank in the top 10% of business personnel performing this performance indicator.	
		
Good	Participant demonstrated the performance indicator in an acceptable and effective manner; meets at least minimal business standards; there would be no need for additional formalized training at this time; would rank in the 70-89th percentile of business personnel performing this performance indicator.	
		
Fair	Participant demonstrated the performance indicator with limited effectiveness; performance generally fell below minimal business standards; additional training would be required to improve knowledge, attitude and/or skills; would rank in the 50-69th percentile of business personnel performing this performance indicator.	
		
Poor	Participant demonstrated the performance indicator with little or no effectiveness; a great deal of formal training would be needed immediately; perhaps this person should seek other employment; would rank in the 0-49th percentile of business personnel performing this performance indicator.	

JUDGE’S EVALUATION FORM
QSRM-03
State Event 

DID THE PARTICIPANT:

1.  Foster positive working relationships?	
POOR	FAIR	GOOD	EXCELLENT	
0, 2	4, 6, 8	10, 12, 14	16, 18	
Attempts at fostering positive working relationships were inadequate.	Adequately fostered positive working relationships.	Effectively fostered positive working relationships.	Very effectively fostered positive working relationships.	
	
2.  Respect the privacy of others?	
POOR	FAIR	GOOD	EXCELLENT	
0, 2	4, 6, 8	10, 12, 14	16, 18	
Attempts at respecting the privacy of others were inadequate.	Adequately respected the privacy of others.	Effectively respected the privacy of others.	Very effectively respected the privacy of others.	
	
3.  Demonstrate problem-solving skills?	
POOR	FAIR	GOOD	EXCELLENT	
0, 2	4, 6, 8	10, 12, 14	16, 18	
Attempts at demonstrating problem-solving skills were inadequate.	Adequately demonstrated problem-solving skills.	Effectively demonstrated problem-solving skills.	Very effectively demonstrated problem-solving skills.	
	
4.  Use appropriate assertiveness?	
POOR	FAIR	GOOD	EXCELLENT	
0, 2	4, 6, 8	10, 12, 14	16, 18	
Attempts at using appropriate assertiveness were inadequate.	Adequately used appropriate assertiveness.	Effectively used appropriate assertiveness.	Very effectively used appropriate assertiveness.	
	
5.  Explain the nature of stress management?	
POOR	FAIR	GOOD	EXCELLENT	
0, 2	4, 6, 8	10, 12, 14	16, 18	
Attempts at explaining the nature of stress management were inadequate.	Adequately explained the nature of stress management.	Effectively explained the nature of stress management.	Very effectively explained the nature of stress management.	
	
6.  Overall impression and response to judge’s questions?	
POOR	FAIR	GOOD	EXCELLENT	
0, 1	2, 3, 4	5, 6, 7	8, 9, 10	
Demonstrated few skills; could not answer the judge’s questions.	Demonstrated limited ability to link skills; answered the judge’s questions adequately.	Demonstrated the specified skills; answered the judge’s questions effectively.	Demonstrated skills confi-dently and professionally; answered the judge’s questions very effectively.	

Judge’s  Initials 		TOTAL SCORE 	
		TOTAL SCORE  ____		TOTAL SCORE