Script for Role play
Negotiation Skills
Scene 1 (at the hospital desk)
Ms. Hasmah (on the phone): Hello, Alamada Hospital, can I help you?
Ms. Hasmah (on the phone): Hello, Alamada Hospital, can I help you?
Ms. Hasmah (on the phone): Yes, what’s your name Sir? Ok, Mr. Ali..Can I know where you
from are please? Government hospital…Ministry of health? What you’d like me to help you?
ah...you want to come here? Sure no problem…Let me check when I will be
free…ah…Sir…I think you can come after lunch…Yeah I will be free...yeah after
lunch..Thank you...See you.
Scene 2(on the hospital bed)
Patient: Shifa, you go home please,
Shifa: No
Patient: You go home please..
Shifa: crying…no
Patient: Our children are small...go home please...please you go home.
Shifa: I am sure you’ll be Ok soon..inshAllah..Don’t say like that
Patient: Please, please…baby, go home please
Patient: coughs…
Hospital nurse Shankri comes in
Shankri: are you OK? Do you need a drink? How are you today?
Patient: I am fine.
Shankri: The doctor is around, he is coming for a round...so just relax.
Doctor Aleb comes in with the trainee:
Doctor: hello, how are you?
Patient (painfully): I am fine... [Coughing]
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Script for Role play
Doctor: I am a doctor; I am the doctor who’s in charge of the responsibility to take care of
your health. I just want to know how you’re feeling and how did it start?
Shifa: Yes, doctor what happened to my husband?
Doctor: he’s fine, good afternoon. How are you? Oh...am sorry, so how long has he been
battling with this problem?
Shankri: He’s asking you how long has he been going through this?
Shifa: like 3 months.
Doctor: 3 months? Is it coughing or…
Shifa: Yes, coughing
Shankri: Doctor, since he was admitted here, for past two weeks, he was coughing bloods.
Doctor: Oh! So we’ll have to do some necessary checking and tests to find out what actually
causing this, so we’ll find the problem, alright? Don’t worry, ok?
Trainee: Sir, we’ll have to do some blood tests.
Doctor: yes, we have to do a blood test and everything. Can you just excuse us for a second?
Doctor checking the pulse of the patient
Doctor: so how are you?
Patient is coughing.
Doctor: 1.5
Trainee: writing it down.
Doctor checking eyes of the patient and instructs the trainee to take note
Doctor: eyes are yellowish in color, and I think he has a high body temperature.
Shankri: Doctor we have his body temperature records and blood test reports.
Doctor: I will probably see you in 3 hours time then we should be probably able to conduct
the tests. To see what the problem is…alright?
Doctor: So Madame, can I see you for a minute?
Shifa: Ok, doctor.
Scene 3
Doctor and trainee are at office.
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Script for Role play
Doctor: Omar, I hope you are attending the student internship meeting.
Trainee Omar: Yes, sure sir.
Doctor: I want you to be a good doctor.
Trainee Omar: In the future I’d like to be as successful as you sir.
Doctor: I like that...I like that. So can call the next person?
Trainee Omar: I think the next person is Mrs. Shifa,
Doctor: Ok call her in please.
Trainee Omar: Mrs. Shifa, come in please.
Shifa comes into the doctor’s office.
Doctor: Hello, good afternoon Madame, how are you doing?
Shifa: I am fine.
Doctor: good, your husband is doing much better today. Several tests have been conducted
and we’ve found that he is suffering from a lungs infection.
Shifa: Is he alright?
Doctor: Not that quite alright but something not that doctors can’t handle. But he’ll need an
operation immediately. So it depends on how fast you can make the payment.
Shifa: are you sure you can cure him?
Doctor: I am afraid we can’t give you a hundred percent guarantee but we’ll try as much as
possible.
Shifa: yes, I will arrange the money as soon as possible.
Doctor: So I will refer you back to the management. May be in an hour the management will
get back to you. Thank you so much for your courage.
Shifa: thank you.
Doctor: So, Omar, can you please call the next person for me?
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Script for Role play
Scene 4: At the management office
Someone is knocking at the door.
Ms. Hasmah: Come in…can I help you?
Shifa: Yes, I am shifa
Ms. Hasmah: (Checking at a register book), Shifa…umm…What’s the problem?
Shifa: My husband is supposed to undergo an operation.
Ms. Hasmah: Oh! Shifa, you are Mr. Shoyeb’s wife? I see. I got direction from Doctor Aleb
and he said that your husband needs to take an operation now!
Shifa: yes.
Ms. Hasmah: I mean within an hour, OK? So this is what I see from what he’s given me, you
have to take this one, this is the bill and everything together is about 45000rm!
Shifa: that’s a lot!
Ms. Hasmah: So, if there’s anything you can go to the finance and I will call my nurse
also..Ok shifa, wait for nurse shankri please.
Shankri: Knocking on the door...Ms Hasmah?
Ms. Hasmah: yes come in…this is a bill, give it to the finance division because Mrs. shifa
wants to pay for this bill.
Shankri: this bill?!
Ms. Hasmah: Yeah, this bill.
Shankri: OK.
Scene 5
Shankri: you see the bill for Mrs. Shifa is 45000Rm, are you sure it’s 45000Rm or you’ve
mistaken?
Ms. Hasmah: It’s what it’s written there
Shankri: because lung infection in our hospital for other cases I think it costs around
32000rm!
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Script for Role play
Ms. Hasmah: there some charge OK? Just do it, please.
Shankri: Do you think it’s OK?
Ms. Hasmah: Excuse me!
Shankri: No, I think it’s too much for a lung infection. Ok, Ok, this is the copy of the bill…
Ms. Hasmah: you know before you go you should know something, if this is not your
hospital; you have no right to argue, Ok?
Shankri: thanks!
Ms. Hasmah: You can go now.
Scene 6
Hasmah calls Doctor Aleb
Ms. Hasmah: Hello Aleb? I am Hasmah here, that patient, you need to do an operation after
eight. Yeah, you have to do it. What? Where are you? Come now, they already paid for it,
you must come.
I don’t care, khaild, please.
Ms. Hasmah: Sick!
Hasmah calls trainee-Omar
Ms. Hasmah: Hello, Omar, can you come in? Ok.
Omar comes in.
Ms. Hasmah: Hello, how are you?
Omar: I am fine.
Ms. Hasmah: Do you know our patient Mr. Shoyeb?
Omar: yes
Ms. Hasmah: He needs to take an operation now, can you do it please? Cause Aleb is not
here.
Just do it.
Omar: How can I do it? I am a trainee; I am not supposed to do an operation right?
Ms. Hasmah: I know you can do it, you always follow Doctor Khalid, and you can do it.
Omar: No, No, I can’t do it. Please…please.
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Script for Role play
Ms. Hasmah: Look it’s a hospital we have to save people’s lives.
Omar: But it’s not legal.
Ms. Hasmah: Omar, you have to understand, you have to do it, and there is nobody now.
Omar: No, please.
Ms. Hasmah: OK, this is the last time I am asking you, if you don’t do this, you are fired. Do
it now. Thank you.
Omar stands up in confusion.
Ms. Hasmah: You may leave now.
Omar: Ok, Ok, I will do it.
Scene 7: At the operation theatre.
Omar: Is the patient ready?
Shankri: Yes.
Omar puts some medicines on patient shoyeb’s body and operates him.
Scene 8
At the management office
Ms. Hasmah: (on the phone) oh dato Ali? Send him in.
Dato Ali knocking on the door
Ms. Hasmah: come in.
Dato Ali: thank you. Can I sit?
Ms. Hasmah: take a sit please.
Ms. Hasmah: (on the phone) can you send two cups of coffee please? Thank you.
Ms. Hasmah: Yeah, dato, how can I help you?
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Script for Role play
Dato Ali: I called a while ago from the ministry of health for H1N1 vaccines, we are running
out of stock. So do you have it? If you have it we’ll like to buy some from your hospital.
Ms. Hasmah: Actually dato, after the outbreak of H1N1 we also have very limited amount of
supplies. But if you really need it may be we can provide something.
Ms. Hasmah: Ok, sorry, come in please. Ms. Shankri.
Nurse Shankri brings in a coffee tray.
Ms. Hasmah: we’ll try our best to supply you the vaccines dato Ali.
Dato Ali: Actually you have to promise me when you can deliver the supplies of the
vaccines.
Ms. Hasmah: How many you want?
Dato Ali: We have many patients so we’ll take as many as you can supply.
Ms. Hasmah: Ok, sure sir. Thank you sir for coming, I will give you a call.
Scene 9: Trainee doctor Omar comes angrily to Ms. Hasmah.
Omar (angrily): Ms Hasmah, you are responsible for this, you forced me to do this and now
the patient is dead. You are taking the responsibility for this.
Ms. Hasmah: What’s the problem?
Omar: You forced me to do the operation, right? Now the man is dead. What should I do
now?
Ms. Hasmah: calm down please, we can talk about it.
Omar: what do you want to talk about?
Ms. Hasmah: we talk about discipline. Can you take a sit please?
Omar: I don’t want to take a seat.
Shankri comes in…
Shankri: Ms. Hasmah, do you know the news?
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Script for Role play
Ms. Hasmah: what news?
Shankri: Shoyeb is dead. You forced her to do an operation and the operation was done by a
trainee doctor. Isn’t there a law in the state that major operations cannot be done by
internship doctors?
Shifa comes in screaming..
Shifa: You killed my husband, I will kill you.
Ms. Hasmah: Please, calm down.
Shankri: You were not supposed to do the operation.
Ms. Hasmah: Please…
Scene 10: At the police station:
Officer: yes come in.
Shankri: good afternoon officer, my name is shankri.
Officer: Shankri, How may I help you?
Shankri: I have a complaint..
Officer: sit down first..
Shankri: thank you, I work in the Alamada hospital, we have a problem for last two weeks,
we had a patient with a lung infection and the doctor who was suppose to the operation was
unable to come to the hospital, but the lady who was responsible to send a proper doctor
failed to do so and sent a trainee doctor to do the operation and the patient is dead. It’s a very
serious case.
Officer: are you trying to tell me that she sent a trainee doctor to do the operation?
Shankri: Yeah, you can consider it like that directly and it is not the medical’s fault the whole
health care’s fault. They want money, more than usual.
Officer: You’re writing this statement now?
Shankri: yes, and it’s a serious case and when I asked she said I couldn’t argue about that,
so…I want this case to be investigated.
Officer: Ma’am so you want me to take this case and investigate, right?
Shankri: Yes, and I have all the supporting documents, it’s here…
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Script for Role play
Officer: let me check those. Are you sure you can do this when the hospital is called to the
police station?
Shankri: Yeah, it’s Ok; I have to take that risk.
Officer: I will keep these documents for the investigation purposes and will return to you
later. Thank you.
Shankri: Ok
Officer: Have a nice day!
Scene 11: Police officer comes to the hospital
Officer knocking at the door
Ms. Hasmah: yes, come in, how can I help you?
Officer: Yes, you have to come to the police station.
Ms. Hasmah: Why?
Officer: Sometimes ago, you used a trainee doctor to do an operation and the patient is dead.
Ms. Hasmah: that’s not true!
Dato Ali: You know what you gave me? She sold me fake vaccines.
Ms. Hasmah: I gave what you asked.
Dato Ali: You know the medicines you gave me were fakes?
Ms. Hasmah: I gave you what you asked.
Ms. Hasmah: fake? Couldn’t be…
Officer: are you saying she gave you fake drugs?
Dato Ali: I am from the ministry of health..
Officer: Ministry of health? Really? I already got a complaint that she forced a trainee doctor
to conduct an operation and the patient is dead.
Officer: SO Madame, you have to come to the police station.
Ms. Hasmah: I don’t know.
Officer: I have to arrest you.
Ms. Hasmah: talk to my lawyer.
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Script for Role play
Officer: you have to remain silent, anything you say, may be used against you in the court of
law. If you know you are not guilty you can defend yourself in the court.
Ms. Hasmah: I am not guilty, give me a second…
Scene 12: All at the police station
Ms. Hasmah: I am sorry…
Director of the hospital: What’s going on here? Shankri, Ms. Hasmah? Why are you all in
this police station? Officer?
Officer: excuse me! Who are you?
Director of the hospital: I am the director of the Alamida Hospital. Why are my people here?
Officer: well, you can ask your people.
Director of the hospital: What’s going on here? Shankri, can you tell me what’s happened?
Omar: Well, doctor Aleb was not at the hospital and Ms. Hasmah forced me to do an
operation and now the patient is dead!
Shifa: she killed my husband!
Director of the hospital: What? Why? Is it true Ms. Hasmah? Where were you, doctor Aleb?
Doctor Aleb: I couldn’t be at the hospital that night and asked Ms. Hasmah to postpone the
operation but she forced Mr. Omar to operate.
Director of the hospital: Unbelievable! Why did you do that Ms. Shifa? Do you know how
serious offense is this? We all can go to jail because of your negligence. Oh my God, what
are we going to do now?
Officer: Calm down…calm down, there is still a way, if Mrs. Shifa agrees to settle this case
out of the court, but if she doesn’t you have to go to the court.
Director of the hospital: Court? No...Am sure we can sort a way out, let me talk to Mrs. Shifa.
Director of the hospital: Mrs. Shifa, I know how you must be feeling about your loss. But if
you sure us, the reputation of the hospital will be gone and even the court may shut us down.
Mrs. Shifa: I want my husband (crying)
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Script for Role play
Director of the hospital: I wish It was possible to bring him back, but am sorry, that is not
possible. So I apologize on behalf of the hospital and promise you that those who are
responsible must be punished. I will assure you that the health costs of your family members
will be borne by the hospital and we’ll also provide education and other living costs to all of
your children.
Mrs. Shifa: OK…What do I have to do now?
Director of the hospital: You simply have to go to the officer here and sign a couple of
papers.
Mrs. Shifa: But you have to promise that you’ll punish her.
Director of the hospital: Of course, this way please.
Director of the hospital and Mrs. Shifa signs a deal in front of the officer.
Director of the hospital: I think now we’re all good officer.
Officer: there’s one more thing.
Director of the hospital: What now?
Officer: Ms. Hasmah also sold fake vaccines to Dato Ali.
Director of the hospital: Really? Is it true Ms. Hasmah?
Ms. Hasmah: umm..I didn’t know...I…
Director of the hospital: first you forced Mr. Omar to do a major operation and you also sold
fake vaccines? Why didn’t you call me?
Ms. Hasmah: I am sorry sir.
Director of the hospital: No, You are fired!
The End.
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