Business Case Studies & Business Publications

Taxi! Role-Play One

Clawson, James G.,...

Case

Taxi! Role-Play One

Clawson, James G.; Yemen, Gerry

OB-0921 | Published November 15, 2007 | 2 pages Case

Collection: Darden School of Business

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Sold as a set, this role-playing series encourages students to clarify different points of view when in leadership roles (UVA-OB-0921, 0922, and 0923). Before seeking solutions, students must get a clear, comprehensive picture of the problems at hand. Using the “want-got-gap” model works well. The material affords students an opportunity to develop persuasion techniques. The exercise involves three roles: 1) An executive with the Metropolitan Airports Commission at the Minneapolis-St. Paul International Airport who must ensure that taxi companies maintain a high level of quality customer service; within the past year the commission has received close to 4,800 complaints about taxi drivers who refused to transport passengers carrying alcohol; 2) One of 900 Islamic Somali taxi drivers whose mosque leader ruled it was against Islamic law to carry passengers with alcohol; 3) A passenger who, after a long journey, just wants to get home with a few bottles of wine, but struggles to find a taxi driver who will take him or her home.