CLAM Practice – Challenging People
1. Jenny – Long-Standing Volunteer
Believes her experience exempts her from feedback and structure.
Behaviour: Defensive and dismissive.
Guidance for the role play:
- Become defensive when reliability is raised (“I’ve been doing this for years”).
- Minimise the issue or redirect blame.
- React emotionally when accountability is mentioned.
2. Peter – Senior Colleague
Highly experienced, but undermines collaborative decisions.
Behaviour: Controlling, dismissive, resistant to change.
Guidance for the role play:
- Interrupt or talk over the manager.
- Reference your long experience (“We’ve always done it this way”).
- Show frustration when asked to adjust your approach.
3. Darren – Distressed Client
Frustrated and angry about service delays or feeling ignored.
Behaviour: Loud, emotional, blames the system.
Guidance for the role play:
- Interrupt frequently or raise your voice.
- Accuse the organisation of not caring.
- Shift tone between anger and upset.
4. Zoe – Low-Mood Client
Quiet, withdrawn, finds it hard to engage or see hope.
Behaviour: Low energy, self-critical, withdrawn.
Guidance for the role play:
- Speak softly, say “There’s no point.”
- Struggle to identify goals or next steps.
- Withdraw further when encouraged too quickly.
5. Tom – Over-Talkative Client
Talks continuously about multiple issues, struggles to end calls.
Behaviour: Anxious, repetitive, unfocused.
Guidance for the role play:
- Speak rapidly, moving from one topic to another.
- Resist closure attempts (“Just one more thing…”).
- React hurt when the volunteer tries to end the call.
6. Lila – Emotionally Over-Dependent Client
Seeks frequent reassurance and personal attention beyond agreed boundaries.
Behaviour: Over-reliant, emotionally intense.
Guidance for the role play:
- Message or call repeatedly for reassurance.
- Say “You’re the only one who understands me.”
- React emotionally if boundaries are restated.