CLAM Practice – Practitioners
1. Sam – Volunteer Coordinator
Kind, empathetic and values inclusion. Needs to speak with a long-standing volunteer who has become unreliable, missing shifts and letting others down.
Challenge: Balancing kindness with accountability.
Guidance for the role play:
- Compose yourself before approaching the conversation.
- Listen to the volunteer’s reasons without judgement.
- Acknowledge their past contribution while addressing reliability issues.
- Align on how attendance can improve and agree a next step.
2. Rachel – Service Manager
Experienced, respected and emotionally intelligent. Needs to speak to a senior colleague who resists collaboration and undermines her in meetings.
Challenge: Handling conflict confidently and maintaining professionalism.
Guidance for the role play:
- Stay calm and composed when challenged or interrupted.
- Listen for what might be behind the resistance.
- Acknowledge the colleague’s experience, then re-align to shared goals.
- Move forward by agreeing clear meeting boundaries and communication norms.
3. Amina – Support Worker (Mental Health)
Supports clients experiencing low mood, anxiety and feelings of hopelessness.
Challenge: Balancing empathy with maintaining hope and focus.
Guidance for the role play:
- Listen and validate the client’s emotions (“That sounds really difficult”).
- Acknowledge their strength in opening up.
- Gently align towards one small, achievable step.
- Keep tone calm, warm, and non-directive.
4. Luke – Helpline Volunteer
Answers calls from clients who talk at great length and find it hard to end the call.
Challenge: Ending conversations kindly while maintaining boundaries.
Guidance for the role play:
- Use active listening to help the client feel heard.
- Acknowledge what they’ve shared before signalling closure.
- Use calm phrases to bring the call to a natural end (“Before we finish…”).
- Offer reassurance and next steps if needed.
5. Priya – Outreach Worker
Regularly meets clients who become frustrated or angry when services are delayed.
Challenge: Managing emotionally heightened conversations.
Guidance for the role play:
- Stay grounded and keep a calm tone.
- Listen for the underlying issue beneath the frustration.
- Acknowledge their experience without overpromising.
- Align around what can realistically happen next.
6. Martin – Housing Adviser
Supports clients overwhelmed by paperwork and missed deadlines.
Challenge: Encouraging responsibility without judgement.
Guidance for the role play:
- Listen and show understanding of their stress.
- Acknowledge small efforts they’ve already made.
- Discuss what might make progress easier.
- Agree a clear, simple next action together.