Scenario 3C: The Case of the Cracked Tiles

1. Organise participants into groups of 3 and allocate roles (Magenta Constructions Operations Manager, Newtown Tiles Operations Manager, and the mediator)
2. Distribute the background information to the role players but NOT the mediator
3. Distribute the confidential details for each role
4. Suggested role-play time is 50 minutes
   • Preparation time: 10 minutes
   • Role-play time: 20 minutes
   • Debrief time : 10 minute
   • Group debrief time: 10 minutes

Provide only the ‘Role of Mediator’ section for the mediator without providing background details.  As the mediator is not being provided with the background information, the mediator will not be able to prepare in advance. The mediator is not intentionally given any background information in order to improve their listening skills.

Magenta Construction is a home building company, and Newtown Tiles is a medium-scale Tile manufacturer and supplier in Victoria. You have been assigned to mediate a dispute between Magenta Construction and Newtown Tiles.

Magenta Constructions is a construction company in Victoria. Established two years ago, they have recently gained attention in the residential building industry for their modern home designs. Magenta Construction’s mission statement focuses on building exceptional quality homes for its customers. In order to achieve the quality-focused mission of Magenta Constructions, they have partnered with suppliers who provide quality construction materials.

Newtown Tiles is a medium-scale manufacturer and supplier of ceramic tiles. They are committed to providing high-quality products to customers while striving to ensure customer satisfaction. In order to manufacture and supply high-quality products, they have been adhering to quality management systems and conducting regular internal quality audits.

Newtown Tiles is the trusted ceramic tile supplier for Magenta Constructions and have been in a partnership for the last two years fulfilling all of Magenta Construction’s residential building ceramic tile requirements. The two companies worked well in maintaining their supply relationship for the last one and a half years. However, the relationship between Magenta Construction and Newtown Tiles has become quite strained in the last six months. Magenta Constructions has been complaining about the low-quality tiles supplied by Newtown Tiles, citing the increased number of cracked tiles after installation. Newtown Tiles is fed up with Magenta Construction’s complaints and cited that the increased number of cracked tiles is due to incorrect installation.

Considering the past relationship and future business prospects, the operations managers of Magenta Constructions and Newtown agreed to attend a mediation session with a professional mediator to resolve this conflict.

As the Operations Manager of Magenta Constructions, you have been overseeing all the operational activities of your building sites. Due to the increase in new home building contracts, you decided to recruit new tradespeople with previous experience in roofing and tiling. You have recently received several complaints from your tradespeople regarding the quality of ceramic tiles supplied by Newtown Tiles. They have mentioned that the floor tiles crack easily after installation. The finance department has flagged the increase in the replacement and reinstallation cost of tiles as an issue.

As the operations manager of Newtown Tiles, quality has been your number one priority. You have been following all the quality standards. However, due to the recent increase in raw materials costs, the company is struggling financially. This financial situation has led to the decision to eliminate internal quality audits, as it takes at least four people to conduct these audits. By removing the audits company is saving money. You have verified that the elimination of the audits does not affect the quality of the products, as all the other quality standards are followed accurately. You have received no complaints from any other customers except from Magenta Constructions.

At the conclusion of the role-play, it is imperative that the participants are given the opportunity to debrief with each other and other role-playing groups. The debrief should be prefaced by first outlining the importance of feedback in the spirit of learning through action and reflection and not seen as the opportunity to highlight weaknesses or communicate criticism. The following questions can be utilised to guide the debrief process, with the ability to include further content-specific questions on the mediation process and/or skills in accordance with your curriculum.

1. How did you find the role-play exercise?
2. What went well in the role-play?
3. What did you find difficult about the role play?
4. What would have helped improve your experience in the role play?
5. What would you do differently next time you engage in a similar conversation?
6. What skills were evident in the role play?