Roleplay 1: Declining a meeting request politely

A senior manager from a local authority is calling the learner (project officer) to request a meeting at a time when the learner is already committed. The learner must decline politely using indirect language and suggest an alternative time.

Roleplay 2: Giving disappointing news to a candidate

An international candidate who has been waiting for placement news is calling the learner (project officer) for an update. Unfortunately, there has been a delay. The learner must explain the situation using softening phrases and reassure the candidate.

Roleplay 3: Requesting information from a busy colleague

A senior colleague is preparing for an important meeting but the learner (project officer) urgently needs information about a care provider's requirements. The learner must interrupt politely and frame the request using appropriate softening language.

Roleplay 4: Disagreeing diplomatically with a partner

A care provider partner has suggested a process change during a phone call that the learner (project officer) believes won't work well. The learner must diplomatically express concerns whilst maintaining the professional relationship.

Roleplay 1: Chasing a delayed response professionally

The learner (project officer) is calling an NHS colleague who hasn't responded to an important email sent two weeks ago. The learner must follow up politely, acknowledging the colleague is busy whilst emphasising the urgency.

Roleplay 2: Clarifying unclear instructions from a senior manager

A senior manager has given the learner (project officer) brief instructions about a new process, but key details are missing. The learner must phone to ask for clarification without seeming incompetent or challenging.

Roleplay 3: Apologising for a missed deadline

The learner (project officer) has missed a reporting deadline due to unexpected urgent work. A supervisor calls to check on the report. The learner must apologise appropriately and explain the situation whilst offering a solution.

Roleplay 4: Introducing yourself to a new partner organisation

A new care provider has just joined the network and the learner (project officer) is calling them to introduce themselves and explain their role. The learner must build rapport and establish a professional relationship using appropriate British courtesy phrases.

Roleplay 1: Making small talk before a virtual meeting

The learner (project officer) is joining a virtual meeting with local authority partners. Whilst waiting for everyone to join, one of the attendees tries to make friendly small talk. The learner must respond naturally using typical British conversation topics.

Roleplay 2: First in-person meeting with a regular email contact

The learner (project officer) is meeting face-to-face for the first time with a care provider manager they've been emailing for months. They meet in the office reception. The learner must greet them warmly and make appropriate small talk whilst walking to the meeting room.

Roleplay 3: Connecting with a colleague at a job fair

At a recruitment job fair, the learner (project officer) bumps into an NHS colleague from another team who they've only met briefly once before. The learner must strike up a friendly conversation and show interest in their work.

Roleplay 4: Chatting informally with senior staff in the office kitchen

The learner (project officer) is in the office kitchen making tea when their senior manager comes in. The manager is friendly and starts chatting casually. The learner must respond appropriately, balancing friendliness with professional respect.

Roleplay 1: Explaining a policy change to a frustrated candidate

An international candidate is calling the learner (project officer) upset about a recent change to visa sponsorship requirements that affects their application. The learner must explain the situation clearly and empathetically whilst managing the candidate's frustration.

Roleplay 2: Asking for help when overwhelmed

The learner (project officer) has been assigned multiple urgent tasks and is struggling to prioritise. Their line manager calls to check on progress. The learner must honestly explain their workload and request guidance on priorities.

Roleplay 3: Mediating between a candidate and care provider

A care provider manager calls the learner (project officer) to complain that a candidate the learner referred wasn't properly prepared. The learner must listen professionally, ask clarifying questions, and find a constructive solution.

Roleplay 4: Giving feedback to a partner about communication issues

A partner organisation has repeatedly sent incomplete information, causing delays. The learner (project officer) needs to have a professional conversation with their contact to address the issue without damaging the relationship.