Going into this situation you know that the actor you'll role play with is irritated, has been waiting for a while, and will probably prove challenging to communicate with at your initial encounter. What you don't know is if your boss is the only person who can handle their situation, or if you are fully equipped to address their concerns. Start off your role-play by introducing yourself, saying that you are here to help them in any way that you can.

Next, fact-gather. Listen carefully to what they have to say and be mindful of your body language at all times. Take care to show positive nonverbal communication by making eye contact and keeping your body language open and non-defensive. Display enhanced communication skills by actively listening, nodding, mirroring what they've said back to them, asking clarifying questions, and at the end giving them a summary of what they're communicating to show them they have been understood and heard.

Maintain your confidence and body language throughout. Do not allow yourself to be influenced or provoked in any way. Empathize with their concerns by putting yourself in their shoes. Validate their concerns as well, and inform them of the big-picture view, and any components they weren't privy to or aware of. Take responsibility for the care they'll receive and assure them you'll follow up with them, and that you will take every measure you are able to address their needs. Be flexible in your approach, while adhering to the guidelines.