Product details

'Brewing Trouble' is a role-play exercise highlighting a conflict between two departmental heads in a Geriatric healthcare organization. One of the departmental heads is in-charge of providing the medical service (clinical arm), while the other is in-charge of the administrative arm. The Clinical head is concerned about providing the right medical care to his geriatric patients. He values his patients' quality of life, care, and feedback above all else. On the other hand, the departmental head of the administrative arm observes areas of inefficiencies in the operations of the clinical (service delivery) executives. These operational inefficiencies result in cost escalations as well as revenue losses for the organization. The department responsible for the service delivery faces a very different challenge as they have to manage the external customer, who demands service quality and quick responsiveness. The administrative department showcased in this role play, by and large interacts with other internal departments to streamline operations. So, they do not experience the intense and stressful interactions the clinical department may have to face while interacting with the customer. Over and above the distinct goals each of these departments has, they are connected as their job executions are sequential. Various other factors of conflict like personality, identity related differences also get highlighted in the role play. This role play is designed to help a participant understand the characteristics of conflict and adopt conflict management approaches to overcome the same.