A two-day workshop on improving communication skills will be given to 30 salespersons in three fashion outlets of J&J. Half of them have the requisite skills of active listening. However, the other half are newly recruited and have just graduated from high schools. They know nothing about this area. To save training costs, both the new and existing employees have to attend the workshop together. You are required to:

1. discuss how the training should be designed, considering the diverse background of the trainees (5 marks) and
2. describe four types of role play to facilitate learning with an example each. (20 marks)