Trust & Collaborative Change

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Learning Content - Where'd Everybody go

Immersive learning module

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Dynamics of Trust

Playing the role of the city commissioner, the learner meets with Lexi Lux, a Sales Manager at Biz-R Market. Lexi has recently encountered some struggles with her top sales person, Akira Tanaka. Learners must help Lexi navigate this issue and implement strategies to build trust to create a more effective team.

Skills practiced

Constructive Feedback
Empathy
Active Listening
Psychological Safety
Impartiality
Constructive Feedback
Probing Questions

Module Details

Lesson description

The learner speaks with their assistant, Nia Okoro, about their upcoming meeting with Lexi Lux, Account Manager at Biz-R Market, who needs advice about a management issue on her sales team.
The learner meets with Lexi Lux, Sales Manager at Biz-R Market, about a management issue on her sales team. There’s pressure to excel in a new market, so she’s implemented a sales script to ensure all account executives hit the right points. She put a lot of effort into creating the script and is frustrated that one of her top sales people completely ignores it, despite stressing its importance. She doesn't know what to do. The learner must support her through this conversation, while modeling trust building behaviors.
The learner meets with Akira to learn more about their resistance to Lexi’s sales script. Akira sees Lexi’s script as micromanagement and a hindrance to their successful sales process. Lexi’s script makes Akira think Lexi doesn't trust them to the job, even though they're the top account executive at Biz-R Market. This lack of trust and autonomy causes Akira to resent their manager and the company overall. The learner must model trust-building behaviors while supporting Akira through this conversation.
The learner meets with Lexi and Akira to help them build trust and mend their working relationship. The learner must explicitly share with them what they observed in their prior conversations and help each see the other's perspective. The goal of this conversation is to get Lexi and Akira to reach a workable compromise about Lexi’s sales script, and share strategies that will help them build and restore trust, while also modeling these behaviors through the conversation.

Target learners