In this activity participants are going to take turns pretending to be service providers, maybe in a local government office or a private company.

Set up a table for a service provider with two chairs so the service provider and customer can face each other (maybe have two or three tables depending on group size). Other participants, pretending to be a customer, should approach the service provider requesting information or help. The provider has to practice listening and be cooperative. You might like to use other props to create the scene.

Once the role playing is complete, discuss with participants what they noticed during the exercise:

  • How did the service provider behave?
  • What was helpful about his/her behavior?
  • What was not so helpful?
  • What challenges did the service provider face in being cooperative?