Ah, the wonders of role play. I have somehow managed to escape most of it myself, but when my wife worked in the NHS as an office administrator she got sent on quite a few such things. There was one session she had which was aimed at receptionists in the world at large and the only concession to the fact it was the NHS was a change of logo on each page. In one section about "first meeting" they were solemnly advised not to talk about the real purpose of the meeting but concentrate on developing a bond by asking them about recent holidays, current sporting events and so on. This may be good advice if you are trying to sell cars, but really, for the NHS? Anyway, one person decided to act all puzzled and ask if the lecturer would show them how to do it if she acted as the customer (yes, they had to call patients customers in the training). As expected, the trainer was bright and smiling and made some suitable warm and friendly bantering statement. At which the 'customer' burst in a frenzy of expletive laden panic about how her son had swallowed some bleach, she needed an bloody doctor now and what the hell are you wasting precious moments for wanting to chat about my F-ing holiday?