Scenario 01
Priya: "I need to tell you something"
Disclosure in the moment
Persona
- Name
- Priya
- Age
- 34
- Role
- Area Customer Experience Manager, On Board
- Disclosure
- Happening right now, in this conversation
- Context
- Three years in the role. Quietly respected. Leads and supports a team of Conductors across on-board customer experience.
- Record
- Strong people skills. Good operational judgement. Recently slower on follow-up actions, missed two Teams threads last quarter, and has needed extra time on written case notes.
Scenario
You booked a half-hour with Priya to talk about turnaround times on case updates and follow-up notes. You open with: "I wanted to understand what's going on with the timings." Priya pauses. Then she says:
"There's something I haven't told anyone here. I'm dyslexic. I've been masking it for years."
What happened after
What you do in the next three minutes shapes everything. Whether Priya ever discloses to another manager. Whether she tells her team. Whether she trusts the process. Whether she stays open enough for support to actually work. You have 25 minutes left in the meeting. You did not prepare for this. You can feel yourself wanting to fix it, close it, or move on.
Now, in your groups
Discuss in your group
- 01
What is Priya actually asking for in this moment?
- 02
What is the difference between a helpful response and a performative one?
- 03
What should this conversation not become today?
- 04
What should the manager say first?
- 05
What should be followed up later, rather than solved immediately?
Capture your thinking
Group output
Use this to note what your group lands on. One person can capture for the share-back, then save to send it to the facilitator review.