Roleplay Scenario
Scenario Overview
An unexpected incident has arisen, affecting a significant number of users. As the situation unfolds, it's crucial to keep stakeholders informed with timely updates while the technical team works on the fix. The goal here is to communicate effectively, keep things transparent, and manage expectations.
Roles & Setup
Role A – Incident Leader (You)
You're in charge of keeping stakeholders updated on the incident status.
Your goal: Provide straightforward updates and manage expectations while addressing any concerns.
Role B – Technical Lead
You're handling the engineering response to the incident.
Your goal: Offer clear technical updates in simple terms.
Role C – Stakeholder (Optional)
You’re worried about the impact on users and the company’s reputation.
Your goal: Get clarity and reassurance about what’s happening, focusing on the business side of things.
Role D – Customer Support Manager (Optional)
You need to prepare support teams for handling user queries.
Your goal: Make sure the support team is informed and ready to handle customer interactions.
Suggested Openers
Incident Leader:
- “Thanks for joining. We’re dealing with an issue affecting a chunk of our users. I’ll keep you updated as we learn more and let you know our next steps.”
- “I’ll keep you posted on what we know and what we’re doing. Feel free to ask any questions, especially about business impacts.”
Technical Lead:
- “We’re digging into the issue. Looks like it might be related to a recent change. We’ll update as soon as we have more info.”
- “Our team is breaking down the problem. We’re checking our steps to figure out the best course of action.”
Stakeholder:
- “How many users are affected, and when can we expect this to be resolved?”
- “Can you explain what’s being done to fix it and prevent this from happening again? What’s the financial impact?”
Customer Support Manager:
- “What can I tell our support team so they can handle user concerns?”
- “How should we update users who reach out for help?”
Sample Roleplay in Action
Incident Leader:
“Thanks for jumping on the call. We’ve got an issue that’s affecting about 30% of our users. The tech team is on it, figuring out the cause and working on a fix. I’ll give you updates every 30 minutes, and let’s address any concerns along the way, especially regarding our operations.”
Technical Lead:
“We traced the issue to a recent configuration change. We’re rolling it back and keeping an eye on it. We’re hopeful to have this sorted in the next hour.”
Stakeholder:
“Thanks for the update. Is there a risk to data, or is this just a service issue? Also, what kind of financial hit are we looking at if this drags on?”
Incident Leader:
“So far, it’s only a service disruption—no data issues. We’re focused on getting things back up soon. We’re also keeping an eye on any financial impacts and will update you as we know more.”
Customer Support Manager:
“I’ll let the support team know about the rollback. Should we prepare any specific messages for users affected by the disruption?”
Incident Leader:
“Yes, inform users that we’re actively addressing the issue and expect to have it resolved shortly. Let’s also prepare for any user concerns and reassure them that we’re committed to fixing this quickly.”
Post-Scenario Tools
Curveball Mode (Optional)
Throw in one of these mid-way to test adaptability:
- A new, unrelated issue pops up during the incident.
- A stakeholder demands an unrealistic resolution timeline.
- The technical team finds out the issue is more complex than it seemed.
Reflection Checklist
As the Incident Leader:
- Did you communicate updates clearly and concisely?
- Did you manage stakeholder expectations effectively?
- Did you ensure everyone had the information they needed?
As a Participant:
- Did you provide necessary information without causing panic?
- Did you keep a positive attitude under pressure?
- Did you ask clarifying questions to ensure understanding?
Common Mistakes to Avoid
- Overpromising timelines or outcomes
- Using too much technical jargon that confuses stakeholders
- Not updating stakeholders regularly
Pro Tip
Consistent, clear communication during an incident is crucial to maintaining trust. Even if you don’t have all the answers, keeping stakeholders informed builds confidence in your team’s handling of the situation.