Role play of a CRITICAL INCIDENT
The critical incident.
INTERIOR - EVENING Entrance hall of the Kingston Palace Hotel -- Roger
has just taken his keys from the clerk and notices George, who is standing
to one side of the desk
1. ROGER: (hesitates, looks at George, can't judge George's expression,
looks at clerk...)
1. GEORGE: (immobile, then
takes a step toward Roger)
2. ROGER: (looks back at George) Yes?
2. GEORGE: (with enormous
patience) I've... been... waiting... for you.... all day!
3. ROGER: (feels accused) What do you mean? You? Waiting for ME?
3. GEORGE: Yessir.
4. ROGER: Well, actually, it was just the opposite.
4. GEORGE: (remains silent,
feels anger, tries to repress it)
5. ROGER: (nervous, since there's no answer) I waited for YOU all morning!
5. GEORGE: All morning?
1. CLERK: Ahhh, George, I think that was just an expression
6. GEORGE: Hey, man, we's
brothers, no?
2. CLERK: Yeah, sure.
7. GEORGE: Tell'im when
I come?
6. ROGER: Look, we had an appointment at 10, right?
8. GEORGE. Yessir, but...
7. ROGER: Well, you weren't there. Was I to waste the whole morning
waiting?
9. GEORGE: Listen, sir,
I was there just after 10... And so I am asking to be paid.
8. ROGER: (shocked) PAID?!?!?
2. "Open dialogue"
1. ROGER: (hesitates, looks at George, can't judge George's expression,
looks at clerk...)
2. ROGER: (looks back at George; asks him what he wants)
3. ROGER: (feels accused and asks for an explanation)
4. ROGER: (says that the truth is the opposite of what George says).
5. ROGER: (nervous: insists he waited)
6. ROGER: (confirms that the appointment was for 10 a.m.)
7. ROGER: (states that George did not come. Mentions the risk of a
wasted morning.
8. ROGER: (is shocked to learn that George wants to be paid).
1. GEORGE: (immobile, then takes a step toward Roger)
2. GEORGE: (with enormous patience explains he has been waiting all
day)
3. GEORGE: (Reaffirms his statements)
4. GEORGE: (remains silent, feels anger, tries to repress it)
5. GEORGE: (doubts that Roger waited all morning)
6. GEORGE: (asks the clerk to remember they are "brothers")
7. GEORGE: (asks the clerk to declare George's time of arrival)
8. GEORGE. (agrees, tries to add something)
9. GEORGE: (repeats he was there just after 10. Adds that he should
be paid.
1. CLERK: (intervenes to tell George that Roger was just using an expression)
2. CLERK: (agrees unenthusiastically)