BEST Role Play Checklist

Basic Courtesy Model

___ Greet

___ Listen to service request

___ Summarize/paraphrase service request if necessary

___ Explain what actions you'll take

___ Check that you were understood

___ End the conversation in a courteous manner

Requesting High-Quality Service From Colleagues

___ Decide if your service request should be face-to-face, by e-mail, or on the telephone

___ Contact your colleague

___ Check if it’s a good time to make the request

___ Explain your need clearly (no jargon)

___ Describe possible solutions you might use

___ Make sure your colleague understands your needs

___ Provide a deadline if necessary—be flexible

___ Clarify parts or explain your request again if necessary

Managing Unsatisfactory Service

___ Listen

___ Apologize and acknowledge that the service was unsatisfactory

___ Accept responsibility; don’t place blame on others

___ Present a solution and seek the member’s/colleague’s agreement

___ Take action to implement the solution

___ Follow up to ensure the solution was successful

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