Roleplay Scenario
Scenario Overview
You're in the middle of dealing with an incident where a recent deployment caused some issues. The pressure is on, and it’s easy for team members to start pointing fingers. Your job is to guide everyone back to working together and fixing the problem, without getting bogged down in blame.
Roles & Setup
Role A – Incident Leader (You)
You're leading the response and notice tensions rising.
Your goal: Keep the team focused on solving the problem together, not on who’s at fault.
Role B – On-Call Engineer
You’re feeling the heat because the deployment was your responsibility.
Your goal: Stay calm and concentrate on finding a solution.
Role C – Developer
You think the issue might be related to another team’s code.
Your goal: Share your observations without blaming others.
Role D – Product Manager (Optional)
You’re worried about the impact on users and need to keep everyone updated.
Your goal: Communicate effectively with stakeholders while focusing the team on resolving the issue.
Suggested Openers
Incident Leader:
- “Thanks for joining quickly. Let’s focus on understanding the issue and finding a solution, rather than assigning blame.”
- “I know it’s stressful, but let’s keep our focus on fixing the problem. How can we work together to sort this out?”
On-Call Engineer:
- “I’ll go over the recent changes to see if there’s anything I missed. Any ideas on what else to check?”
- “I’m retracing the deployment steps. I’d appreciate any insights you can share.”
Developer:
- “I saw something off with [Component]. Let’s take a look to see if it’s part of the issue.”
- “There might be some interaction with [Another Team’s] work. Let’s coordinate to rule it out.”
Product Manager:
- “How should we keep stakeholders updated without escalating concerns unnecessarily?”
Sample Roleplay in Action
Incident Leader:
“Thanks, everyone, for jumping on this quickly. I know this is a stressful situation, but let’s focus on finding a solution rather than placing blame. How can we best tackle this together?”
On-Call Engineer:
“I’ll start by reviewing the logs from the recent deployment. If there are other areas to check, I’m all ears.”
Developer:
“I’ve noticed some issues with [Component]. Let’s see if it’s related to the problem.”
Incident Leader:
“Great, thanks for the input. Let’s gather our findings in the next 10 minutes and figure out our next steps. Remember, we’re all in this together.”
Product Manager:
“I’ll draft an update for stakeholders, focusing on how we’re addressing the issue. Let me know if there’s anything specific to include.”
Incident Leader:
“Perfect. Let’s keep the lines of communication open and focus on the solution. We’ll get through this as a team. Thanks, everyone.”
Post-Scenario Tools
Curveball Mode (Optional)
Add one of these challenges for extra complexity:
- An external team member joins and starts blaming others.
- A new error pops up during the discussion.
- A stakeholder demands immediate answers.
Reflection Checklist
As the Incident Leader:
- Did you steer the conversation towards solutions?
- Did you maintain a calm and supportive environment?
- Did you encourage teamwork and shared goals?
As a Participant:
- Did you avoid blaming others?
- Did you focus on contributing to the solution?
- Did you communicate openly and helpfully?
Common Mistakes to Avoid
- Letting blame take over the conversation.
- Not setting a collaborative tone.
- Ignoring team morale under pressure.
- Losing sight of resolving the issue.
Pro Tip
When stress is high, emphasize teamwork and shared responsibility. Frame challenges as opportunities to learn and grow, reminding everyone that solving the issue is a team effort.